Avaya CPSEE-TSP500 User Manual

Avaya Aura™ Contact Center

CPSEE_TSP500 User Guide

This document is confidential and proprietary to SER Solutions and is not for external use.

NN44400-604

Document status: Standard Document issue: Version 4.0 Document date: 16 July 2010 Product release: Release 6.0 Job function: Administration Type: Technical Publication Language type: English

Copyright

© 2004-7 by SER Solutions, Inc. ("SER"). All rights reserved. This information includes confidential and trade secret information of SER Solutions and may not be distributed or disclosed without the prior written consent of SER Solutions. All information in this document is subject to change without notice and does not represent a commitment on the part of SER Solutions. No part of this publication may be repro-duced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any form by any means without the written permission of SER Solutions.

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Software License Notice

Version

SER Solutions, Inc., and its logos are trademarks of SER Solutions, Inc. Microsoft and MS-DOS are registered trademarks of Microsoft Corporation. Windows is a

trademark of Microsoft Corporation. Product names mentioned herein are for identification purposes only, and may be trade-

marks and/or registered trademarks of their respective companies. The customer acknowledges that:

• SER Solutions has given no assurance, nor made any repres entations or warranties of any kind with respect to the product, the results of its use, or otherwise.

• SER Solutions makes no warranty regarding the applicable software package, its merchantability or fitness for a particular purpose; and all other warranties, express or implied, are excluded.

Use of CPSEE_TSP500 may be subject to Federal or State laws, administrative rules or regulations, such as, but not limited to, regulations of the Federal Trade Commission regarding telemarketing (collectively “Laws”). SER Solutions assumes no liability and makes no representations that the user's use of the CPSEE_TSP500 complies with any such Laws. The user is advised to consult with legal counsel regarding its compliance with such Laws.

Your license agreement with SER Solutions specifies the permitted and prohibited uses of the product. Any unauthorized duplication or use of SER Solutions software in whole, or in part, in print, or in any other storage and retrieval system, is forbidden.

Version 4.0 September 2007

Contact

SER Solutions, Inc. 45925 Horseshoe Circle Dulles, VA 20166

Technical Support: 800 765 4347

Table of Contents

Chapter 1 Overview ...........................................................................1-1

Introduction to This Guide............................................................................ 1-2

Document Conventions................................................................................ 1-3

Introduction to the CPSEE_TSP500............................................................ 1-4

CPS_TSP500 System and Upgrades.......................................................... 1-5

System Capacity.......................................................................................... 1-6

Slots .............................................................................................................1-6

Type of Cards...............................................................................................1-6

Ports on the Circuit Cards............................................................................1-6

Ratio of Trunk and Station Ports..................................................................1-6

Power...........................................................................................................1-6

Slot Configuration.........................................................................................1-6

The CPS_TSP500 Telephony Cards........................................................... 1-7

TSP System Connections............................................................................ 1-8

Monitor and Keyboard Connections.............................................................1-8

Agent Telephone Connections.....................................................................1-8

Inbound Digital Station.................................................................................1-8

Outbound Digital Station ..............................................................................1-8

Chapter 2 TSP User Procedures....................................................... 2-1

Shutting Down The CPSEE_TSP500 .......................................................... 2-2

Rebooting the CPSEE_TSP500................................................................... 2-3

Starting and Stopping The CPSEE_TSP500............................................... 2-4

Starting The TSP From The menu...............................................................2-4

To Exit the Admin_Terminal.........................................................................2-4

To Stop the CPSEE_TSP500.......................................................................2-4

Auto Booting the TSP................................................................................... 2-5

Activating Auto Booting ............................................................................... 2-5

Disable Auto Booting ...................................................................................2-5

Setting the Time/Date on the TSP ............................................................... 2-6

Chapter 3 Starting/Configuring TSP500 ..........................................3-1

Logging Into TSP ......................................................................................... 3-2

The Main Menu............................................................................................ 3-3

CPSEE_TSP500 User Guide Version 4.0 Contents-1

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Table of Contents

Quit...............................................................................................................3-3

Activating the CPSEE_TSP500....................................................................3-3

Admin Terminal............................................................................................ 3-4

The TSP Configuration Menu....................................................................... 3-5

Accessing the Dialing Rules.........................................................................3-5

Modifying the ISDN Configuration................................................................3-6

Configuring the Syslog...............................................................................3-13

Select System Tools...................................................................................3-14

View the Trunks File...................................................................................3-17

Write Configuration to Archive...................................................................3-19

Chapter 4 Features and Enhancements .........................................4-1

Introduction .................................................................................................. 4-2

Restarting Protocols.................................................................................... 4-3

Graceful Campaign Close............................................................................ 4-4

Integrated Recording Feature ..................................................................... 4-5

Agentless Campaign - Feature ................................................................... 4-6

Transferring a Call off of the TSP.................................................................4-6

Text-To-Speech (TTS) Messages - Feature................................................ 4-7

Caller ID Name - Feature............................................................................. 4-8

Example .......................................................................................................4-8

Collect DTMF Digits - Feature ................................................................... 4-10

Personnel Ring Back - Feature.................................................................. 4-11

Trunk Features and Enhancements........................................................... 4-13

New Trunk Utilization files - Feature ..........................................................4-13

Trunk Bound Alerts Sent to the SysLogger ...............................................4-14

Billing Codes - Feature............................................................................... 4-15

User Data Features and Enhancements.................................................... 4-16

Sending User Data over ISDN - Feature ...................................................4-16

Support for ISDN protocol DMS250 - Feature............................................4-16

New Country - Feature............................................................................... 4-17

Monitoring Features and Enhancements................................................... 4-18

Silent Coaching - Feature...........................................................................4-18

Client Monitoring for Conferences -Enhancement .....................................4-19

Client Monitoring for Outbound Remote Stations-Feature.........................4-19

Restricted Monitors - Enhancement...........................................................4-19

Decibel Level Adjustment - Feature...........................................................4-22

Dialing Features and Enhancements......................................................... 4-23

CPSEE_TSP500 User Guide Version 4.0 Contents 2

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Table of Contents

Unrestricted Manual Dial - Feature ............................................................4-23

Digital Station Dials - Enhancement ..........................................................4-23

Redials of Incompletes - Feature ...............................................................4-23

Answering Machine Enhancements........................................................... 4-25

Detecting Beeps on Answering Machines - Feature..................................4-25

Answering Machine Detection Parameters - Enhancement.......................4-25

New Commands......................................................................................... 4-27

New Dumb Terminal Commands - Feature...............................................4-27

Chapter 5 Admin Terminal Commands............................................5-1

Introduction .................................................................................................. 5-2

List of Commands........................................................................................ 5-3

BUG..............................................................................................................5-3

CALL ............................................................................................................5-4

CAPTURE....................................................................................................5-4

CAPTURE_TNUM........................................................................................5-5

CAPTURE_TRK_AUD .................................................................................5-5

CAUSE.........................................................................................................5-5

CFIG.............................................................................................................5-5

CLOCK.........................................................................................................5-5

CMD.............................................................................................................5-6

CONF...........................................................................................................5-6

CONNS ........................................................................................................5-6

CRATE.........................................................................................................5-7

DIAL .............................................................................................................5-7

DISABLE......................................................................................................5-7

ENABLE.......................................................................................................5-8

FHANG.........................................................................................................5-8

HELP............................................................................................................5-8

HTRUNK (ht) ...............................................................................................5-9

INBOUND (inb).............................................................................................5-9

INSTALL.......................................................................................................5-9

IPSTATS ....................................................................................................5-10

LICENSE (lic).............................................................................................5-11

LINKP.........................................................................................................5-11

LLOOP .......................................................................................................5-11

LOAD..........................................................................................................5-11

LOG............................................................................................................5-12

MUSIC........................................................................................................5-12

OPTIONS (opt)...........................................................................................5-14

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PARK..........................................................................................................5-16

PLAY..........................................................................................................5-16

POISSON ..................................................................................................5-16

PREP..........................................................................................................5-18

QCHECK (qc).............................................................................................5-18

QMSG (qm)................................................................................................5-22

QPORT (qp)...............................................................................................5-23

QUIT...........................................................................................................5-23

RECBITS....................................................................................................5-23

RECSTATE................................................................................................5-25

RECORD (rec) ...........................................................................................5-26

RLOOP.......................................................................................................5-26

SHOOK ......................................................................................................5-26

SHOW (sho)...............................................................................................5-27

SILENCE_DB.............................................................................................5-35

SILENCE_TIME .........................................................................................5-35

SIMCAMP...................................................................................................5-35

SIMIN .........................................................................................................5-35

SLINE ........................................................................................................5-35

SLOTS (sl) .................................................................................................5-36

SPAN..........................................................................................................5-37

SPSTUFF (sp)............................................................................................5-38

SRESET.....................................................................................................5-38

STATUS (st)...............................................................................................5-38

SYSLOG.....................................................................................................5-39

TLINE.........................................................................................................5-40

TONE_TIME...............................................................................................5-41

TPLAY........................................................................................................5-41

TRESET.....................................................................................................5-41

TRSTUFF (tr) .............................................................................................5-41

VERSION...................................................................................................5-42

VOICE_LEAKAGE .....................................................................................5-43

VOICE_LENGTH........................................................................................5-43

VOICE_NOISE...........................................................................................5-44

VOICE_RATIO...........................................................................................5-44

VOICE_TIME..............................................................................................5-44

VPARMS....................................................................................................5-44

Chapter 6 Trunk Spans and Dialing Rules ......................................6-1

Common Directory.......................................................................................6-2

CPSEE_TSP500 User Guide Version 4.0 Contents 4

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trunks.cnf .....................................................................................................6-3

tsp.cnf (Dialing Rules).................................................................................. 6-4

Building Dialing Rules Tutorial..................................................................... 6-5

Key Words of Dialing Rules..........................................................................6-5

Chapter 7 The TSP Configuration Tool............................................7-1

Configuration Tool Overview........................................................................ 7-2

Using the Configuration Tool........................................................................ 7-3

Requirements...............................................................................................7-3

Audience ......................................................................................................7-3

Text Conventions .........................................................................................7-3

Configuration Files.......................................................................................7-4

NMS Directory Structure ..............................................................................7-4

TSP Configuration Directory Structure.........................................................7-5

Trunk Protocol Selection and Storage Information ......................................7-6

Line Codes................................................................................................... 7-7

Framing Types .............................................................................................7-7

Card Type Selection.....................................................................................7-8

Configuring the System................................................................................ 7-9

Accessing Configuration Tool.......................................................................7-9

Configurator Menu........................................................................................7-9

Edit/View Configuration..............................................................................7-14

Sample T1 Configuration Initialization........................................................ 7-22

Trunk Information.......................................................................................7-22

Station Information.....................................................................................7-23

Encore and Conferencing Information........................................................7-24

Sample T1 Configuration Modification....................................................... 7-28

Sample E1 Configuration Initialization ....................................................... 7-34

Trunk Information.......................................................................................7-35

Station Information.....................................................................................7-35

Chapter 8 TSPLogger........................................................................ 8-1

Overview......................................................................................................8-2

TspLogger ...................................................................................................8-2

Rlogger ........................................................................................................ 8-2

Description...................................................................................................8-3

Configuration................................................................................................ 8-4

Example: ......................................................................................................8-4

SYSLOG Viewers ........................................................................................8-6

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TSP Control..................................................................................................8-7

Notes............................................................................................................8-7

Events.......................................................................................................... 8-9

TspRelay....................................................................................................8-12

Supported Key Words................................................................................8-12

Starting the TspRelay.................................................................................8-12

Errors..........................................................................................................8-13

RLOGGER .................................................................................................8-13

Chapter 9 Intrusion Tone ..................................................................9-1

Overview:.....................................................................................................9-2

Implementing Intrusion Tone........................................................................ 9-3

Using Intrusion Tone....................................................................................9-4

Example: ......................................................................................................9-4

Chapter 10 TSP Lights.....................................................................10-1

The TSP Light Display ............................................................................... 10-2

Chapter 11 Accessing Text-To-Speech .........................................11-1

Accessing Text-To-Speech Messages .................................................... 11-2

Example: ....................................................................................................11-2

Mounting the External Drive ...................................................................... 11-3

Chapter 12 Integrated Recording................................................... 12-5

Introduction ................................................................................................ 12-6

Components of Integrated Recording........................................................ 12-7

RAM Disk ...................................................................................................12-7

Recording Server .....................................................................................12-7

Disk Monitor Daemon.................................................................................12-8

Recording Resource Manager ...................................................................12-8

Integrated Recording Operation............................................................... 12-10

Appendix A Troubleshooting............................................................A-1

Common Questions .....................................................................................A-2

Common Questions on Caller ID.................................................................A-3

CPSEE_TSP500 Hard Drive Diagnostic......................................................A-4

Instructions..................................................................................................A-4

Enhanced Logging for Socket Connections.................................................A-5

Index....................................................................................................... 1

CPSEE_TSP500 User Guide Version 4.0 Contents 6

This document is confidential and proprietary to SER Solutions and is not for external use.

Chapter 1 Overview

This chapter provides an overview of this document, document conventions, and CPSEE_TSP500. It contains the following sections:

• Introduction to This Guide

• Document Conventions

• Introduction to the CPSEE_TSP500

• CPS_TSP500 System and Upgrades

•System Capacity

• The CPS_TSP500 Telephony Cards

• TSP System Connections

CPSEE_TSP500 User Guide Version 4.0 Page 1-1

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Chapter 1 Overview

Introduction to This Guide

The CPSEE_TSP500™ User Guide is intended for use by SER Solutions support personnel and administrators. It describes the various menu options, and how to navigate through the menus. It also includes terminal commands and configuration information.

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Document Conventions

This guide uses the following conventions.

Any screen fields, buttons, tabs, or other controls that you can manipulate are printed in bold type. Keys that you press on the keyboard are also printed in bold type. For example:

Press the Exit button.

Press the Enter key.

Keyboard keys that you must press simultaneously are printed in bold type and separated by a hyphen (-). For example:

Press Ctrl - C.

Instructions that require you to use the menu bar start with the menu name in bold type, followed by a right arrow (>), followed by the menu option in bold type. For example:

Chapter 1 Overview

Select File>Exit.

Special notes, references to other sections in the guide, cautions, and warnings are marked by an icon and located in the left margin. These icons are illustrated and explained in below.

Table 1-1: Guide Icons

Icon Description

Note — important information you must be aware of to use the system successfully.

See also — a reference to information elsewhere in the guide that is relevant to this topic or procedure.

Caution — a recommendation that

you perform or avoid particular actions to ensure smooth operation of the system.

Warning — an indication that a signif-

icant problem with the system or contact cEnter operations may be possible under certain circumstances.

CPSEE_TSP500 User Guide Version 4.0 Page 1-3

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Chapter 1 Overview

Introduction to the CPSEE_TSP500

The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations

The TSP 500 can support multiple inbound and outbound campaigns up to ninety-six in total, depending on the adjunct, the actual usable number may be less. Currently CPSEE_TSP500 supports forty campaigns and Gateway can support up to sixty campaigns.

The CPSEE_TSP500 distinguishes between busy signals, ring no answers, number unobtainable tones, fax/modems, disconnects, hu man voice, and recorded announcements (answering machines).

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CPS_TSP500 System and Upgrades

CPS_TSP500 consists of three major components including the CPS_TSP500 Application software, NMS drivers and the TSP500 Configuration Tool. This version operates on Red Hat Enterprise Linux Version 3 only.

TSP500 Systems being upgraded from version CPS_TSP500.02 or earlier will require a pre-loaded processor card which includes Red Hat Enterprise Linux Version 3, NMS NA2004-1, and CPS_TSP500.03.000 or later.

All TSP500 systems configurations should be rebuilt using the TSP Configuration Tool to insure that all new capabilities are being utilized to the fullest.

Chapter 1 Overview

CPSEE_TSP500 User Guide Version 4.0 Page 1-5

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Chapter 1 Overview

System Capacity

The CPS_TSP500 System uses telephony cards, supplied by NMS (Natural Micro Systems), for domestic and international configurations. There are several factors involved in determining a system’s capacity.

Slots

There are up to six cPCI slots available for configuring the CPS_TSP500 System.

Type of Cards

Different combinations of telephony cards determine the TSP System’s capacity.

Ports on the Circuit Cards

The NMS T1/E1 Card provides eight or sixteen T1/E1 spans per card, so system capacity can vary greatly depending on the number of ports per card. The T1 configuration can have from 192 to 384 ports per card and the E1 configuration can have from 240 to 480 ports per card.

Ratio of Trunk and Station Ports

The TSP is configured to maintain close to a three to one (3:1) ratio between trunks and stations. Standard systems are configured with a (2:1) trunk to station ratio.

Power

Each card requires one or more DC Voltages provided by the redundant power supplies. Various configurations are selected so that the total power on each output of the power supplies remains below the maximum output.

Slot Configuration

The system cards are installed in the cPCI slots. The T1 or E1 cards are installed in the first available slots starting from the bottom, above the CPUCard.

The current maximum Agent configuration allows for 768 channels for dialing and 384 channels for agents for T1, (810 + 390 channels for E1).

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The CPS_TSP500 Telephony Cards

Standard telephony cards for the CPS_TSP500 include three models.

Table 1-2: TSP500 Telephony Cards

Chapter 1 Overview

Model Name Description T1Systems

CG 6500C-0L/8TE: 8 Trunk T1/E1 card, 32 DSP

CG 6500C/64-0L/8TE: 8Trunk T1/E1 card, 64 DSP

CG 6500C/64-0L/16TE: 16 Trunk T1/E1 card, 64 DSP

Note:

It is important to understand that even though each of the standard Telephony cards used in the CPS_TSP500 has the ability to interface to either a T1 or E1 Network, it is not possible to mix T1 and E1 Network circuits in the same CPS_TSP500 system. All Telephony cards must all be either T1 or E1.

Systems

X X

Cores.

CPSEE_TSP500 User Guide Version 4.0 Page 1-7

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Chapter 1 Overview

TSP System Connections

Monitor and Keyboard Connections

Connect a standard 102 key PC keyboard to the connector on the rear of the CPU Card. Connect a standard VGA monitor to the 15-pin D style connector on the rear of the CPU Card.

Agent Telephone Connections

There are various methods to connect agent phones to the TSP. The CPS_TSP500 does not have an integrated analog interface. All agent connections are made using a T1/E1 interface. This means that all agent connections are considered to be Digital Stations. These can be Inbound Digital Stations or Outbound Digital Stations.

Inbound Digital Station

A Digital Station Interface where the agent creates a connection to the TSP by seizing a specific channel on the T1/E1 interface. This method is transparent to the adjunct and appears to the adjunct as a fixed station. The seizure can be initiated from a variety of telephony devices, such as:

• Channel Banks

•PBXs

• VOIP gateways

• PSTN

Outbound Digital Station

A Digital Station where the adjunct launches a dial to a specific telephone number. The dialed number could be to an extension on a PBX, an extension in a VOIP network, or a telephone number in the PSTN. The dial launched to the Outbound Digital Station is a classified dial. That is, voice detection or Answer Supervision is used to determine when the call has connected to the agent.

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Chapter 2 TSP User Procedures

This section includes the following:

• Shutting Down The CPSEE_TSP500

• Rebooting the CPSEE_TSP500

• Starting and Stopping The CPSEE_TSP500

• Auto Booting the TSP

• Setting the Time/Date on the TSP

CPSEE_TSP500 User Guide Version 4.0 Page 2-1

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Chapter 2 TSP User Procedures

Shutting Down The CPSEE_TSP500

To shutdown and Power Off the TSP do the following:

1. Log into “tspshutdown” (password is “tspshutdown”)

2. Answer “y” to the question to Shutdown. This will cause the Processor Board in the TSP to shutdown.

3. When the screen goes blank, you can power down the TSP.

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Rebooting the CPSEE_TSP500

To instruct the CPSEE_TSP500 to reboot and restart Linux do the following:

1. Login to “tspreboot” ( password is “tspreboot”)

2. Answer “y” to the questions to reboot. If configured for “Auto Start”, the CPSEE_TSP500 application should automatically start when powered-up or rebooted. The following will explain how to start and stop the TSP manually without rebooting:

Chapter 2 TSP User Procedures

CPSEE_TSP500 User Guide Version 4.0 Page 2-3

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Chapter 2 TSP User Procedures

Starting and Stopping The CPSEE_TSP500

Starting The TSP From The menu

From the TSP User Interface,

1. Select “Admin_Terminal”

2. If TSP was just started – give it time to initialize before using the TSP. (around 1 minute)

To Exit the Admin_Terminal

From the TSP500 Admin terminal,

Type quit.

To Stop the CPSEE_TSP500

From the TSP500 Admin terminal

1. Select the “AdminTerminal”

2. Type “stoptsp”

3. Answer “yes” to the question: “Are you sure you want to shutdown the T. S. P.?”

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Auto Booting the TSP

The TSP can be started using the pick and choose menu system of the TSP. However, it may be more useful to have the TSP auto start when LINUX is restarted, and automatically shutdown when LINUX is shutdown.

The following will explain how to configure the TSP for auto startup and shutdown.

Activating Auto Booting

1. Login into root.

2. Enter cd /etc/rc.d/rc3.d

3. Enter ln –s ../init.d/cpstsp S99xtsp

4. Enter ln –s ../init.d/cpstsp K99xtsp

Disable Auto Booting

1. Login to “root”

2. Enter cd /etc/rc.d/rc3.d

3. Enter rm –i S99xtsp

4. Enter rm –i K99xtsp

Chapter 2 TSP User Procedures

CPSEE_TSP500 User Guide Version 4.0 Page 2-5

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Chapter 2 TSP User Procedures

Setting the Time/Date on the TSP

Using “date” to set the time while the TSP is running is dangerous. It could ruin system files and interfere with the dialing algorithms.

The best way to set the time and date is:

1. Stop the TSP application (“stoptsp” using the Admin Terminal).

2. Use timeconfig to select the time zone. Also select the GMT flag.

3. Use hwclock to set the local time of the TSP in the hardware clock.

Example:

hwclock --set --date="2/20/03 18:24:00" --utc

(note - those are double dashes)

4. Use hwclock to update the system clock: hwclock --hctosys

5. Reboot the TSP. On a reboot, the system time will be taken from the hardware clock.

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Chapter 3 Starting/Configuring TSP500

This section includes the following:

• Logging Into TSP

• The Main Menu

• The TSP Configuration Menu

CPSEE_TSP500 User Guide Version 4.0 Page 3-1

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Chapter 3 Starting/Configuring TSP500

Logging Into TSP

The TSP application is protected by a login and password. Y ou can access the application by either performing a Telnet to the session or by access a console. To login to TSP, enter the following:

Press Enter. The CPSEE - TSP copyright and Main Menu appears.

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The Main Menu

Chapter 3 Starting/Configuring TSP500

The Main Menu has the following options:

•Quit

• Activate_TSP

• Admin_Terminal

• Configuration

• Simulated_TSP

•Unix_Shell

Figure 3-1. The Main Menu.

Quit

The state of the TSP is not effected. If it was running, it will still be running after you “Quit” the User Interface

Note:

Activating the CPSEE_TSP500

Selecting the Zero (0) key will exit the TSP application and close the Linux Session.

To start the TSP, do the following:

1. Select Activate_TSP. If the TSP is already running, the message TSP Already Running... displays. Otherwise, the TSP will be launched as a background process, and the message TSP Started displays.

2. Press Enter to return to the TSP Main Menu.

If for some reason the TSP fails to start, the tsp.log file located in /usr/home/ cpstsp/cps01/log should be examined to determine the cause of the failure.

CPSEE_TSP500 User Guide Version 4.0 Page 3-3

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Chapter 3 Starting/Configuring TSP500

Admin Terminal

Once the TSP is running, you can access the Admin Terminal (dumb terminal) by selecting the Admin_Terminal item in the menu. You can also access the Admin Terminal using the Linux login dumb1.

The Admin_Terminal selection from the TSP menu system has options to control the TSP. The following are some key pieces of information regarding the Admin_Terminal:

1. Customer Support can use the Admin_Terminal command stoptsp to shutdown the TSP application remotely. You can select Activate_TSP to to restart the TSP.

2. The Admin_T e rminal command quit is used to disconnect the Admin_Terminal from the TSP. You must then press Enter twice to finish the disconnection process. You will return to the TSP Main Menu.

3. Immediately after starting the TSP application and entering into the Admin_Terminal, you will see “Enter Command.” After entering a command, it may take one to two minutes for the full application to start before you receive a response from the terminal. This is normal.

4. See TSP500 Admin Terminal Commands in “Features and Enhance- ments” on page 4-1 of this document.

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The TSP Configuration Menu

The TSP Configuration Menu has selections for each TSP500 configuration file. Pressing Esc will bring you back to the Main menu.

Figure 3-2. The Configuration Menu.

Chapter 3 Starting/Configuring TSP500

Accessing the Dialing Rules

“Key Words of Dialing Rules” on page 6-5 for a detail description of the fields in this file.

Modifying the ISDN Configuration

Figure 3-4. Modify Configuration menu for ISDN.

Overview

The ISDN Configuration tool permits the configuration of each ISDN span. The tool can either configure each span separately or all spans at once when there is no distinction between the spans.

Upon entering the ISDN Configurator three options are displayed: Edit, View and Help.

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Chapter 3 Starting/Configuring TSP500

Ta ble 3-2: ISDN Options.

Option Description

Edit: The Edit option will ask which span is being edited.

Enter the span number to be changed or "ALL" to indicate the changes affect all spans. The next screen displays the configuration items available and the current definitions. If editing one span, the current definitions apply to only that span. If editing ALL spans, the definitions either apply to all spans or the default value is being displayed. If the default value is being displayed, at le ast on e span has a different value for this configuration item. The default value is indicated by an asterisk (*) before the definition name. Once a configuration item is selected to be changed by either entering the configuration item number or the name, another screen is displayed listing the options available for this configuration item or a prompt requesting the text string be entered. By entering the number of the option selected (or the name) or the text string followed by the enter key will return you to the Configuration item screen. Enter "q" at any time will return you to the previous menu. Upon entering "q" at the span prompt you will be prompted if you would like to save any the changes made. Replay "yes" or "no".

View: The View option allows you to view the current set-

tings for an individual spa n or all spans. If all sp ans is selected you will be shown one screen for each span and entering "q" at a prompt will return you to the main menu.

Help: The Help option displays this user information from

his section file.

Quit: The Quit option exits you from the ISDN Configura-

tion tool.

Editing the ISDN Configuration

To use the ISDN configuration tool you must first select the trunk spans that you want to configure. The example below used “ALL” as the range of trunks.

Figure 3-5. Selecting the ISDN Span to Configure.

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Chapter 3 Starting/Configuring TSP500

The ISDN Configuration has two different types of configuration variables:

• Static configurations that can changed but will not take effect to after a system reboot

• Dynamic configurations that can be modified and dynamically loaded.

The ISDN configuration consists of fourteen screens of configurations. It must be stated that some of these configuration screens must never be changed without direct approval from SER Engineering.

An asterisk ( *) next to a line item indicates that one or more spans are configured differently than the rest.

Note:

Figure 3-6. Editing the ISDN Configurations.

In Figure 3-6, the “L” indicates that that item can be dynamically loaded without rebooting the system. All of the configuration parameters that contain “origination,” “destination,” “facility,” and “Calling” are dynamic. Configurations for “signaling,” “transfer,” and “user” are static.

Subscreens of the ISDN Configurations

Figure 3-7. ISDN Configuration: Transfer Capability.

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Figure 3-8. ISDN Configuration: Transfer Mode.

Figure 3-9. ISDN Configuration: Transfer Rate.

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Figure 3-10. ISDN Configuration: User Information Layer 1.

default = 2 (T1)

default = 3 (E1)

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Figure 3-11. ISDN Configuration: Network Signaling Behavior.

Figure 3-12. ISDN Configuration: Destination Number Plan.

Figure 3-13. ISDN Configuration: Destination Number Type.

Figure 3-14. ISDN Configuration: Destination Number Plan.

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Figure 3-15. ISDN Configuration: Origination Number Type.

Chapter 3 Starting/Configuring TSP500

Figure 3-16. ISDN Configuration: Origination Number Screen.

Figure 3-17. ISDN Configuration: Origination Number Presentation.

Figure 3-18. Configuration: Facility Feature Service.

This parameter must be configured to “service” 4ESS protocols.

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Note:

Chapter 3 Starting/Configuring TSP500

Figure 3-19. ISDN Configuration: Facility Coding Value.

This is the second parameter that must be set up for 4ESS trunks. There is no one answer that works for all ISDN trunks. The customer should ask their carrier about the types of services available. SDN is typical.

Figure 3-20. ISDN Configuration: Calling Name.

Note:

Do not activate without carrier acknowledgement of support.

Note:

Consult carrier for calling name and proper configuration.

View ISDN Configurations

The View ISDN Configurations screen displays current ISDN configuration for selected spans.

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Figure 3-21. View ISDN Configuration.

Reset ISDN Configuration

Reset ISDN Configuration will reset the selected span(s) to default settings.

Chapter 3 Starting/Configuring TSP500

Figure 3-22. Reset ISDN Configuration.

Configuring the Syslog

The configuration file for controlling the TspLogger will be the file syslog.cnf (probably located in the /opt/ser/cfg directory). The following

describes the keywords used for configuring the TspLogger.

There are three configuration items that you can use to configure the TspLog- ger. SYSLOG_HOST is the only required assignment. The other two are optional.

Table 3-3: TspLogger configuration elements.

Element Description

SYSLOG_HOST IP address of the PC where the syslogger resides.

This should be entered using dot notation.

Example: SYSLOG_HOST 192.168.2.10

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Chapter 3 Starting/Configuring TSP500

SYSLOG_PORT This keyword is optional. The default port used for

SYSLOG_NAME This keyword is optional. It is used to specify a

SYSLOG Viewers

There is a variety of syslogger software on the market. We can use any RFC3164 compliant syslogger that used UDP messages for receiving events.

Table 3-3: TspLogger configuration elements.

Element Description

TspLogger is the industry standard port 514. If for some reason you need to use another port, this keyword can be used to assign it. Example: SYSLOG_PORT 9400

name that will display on the syslogger to identify the TSP. By default, the hostname is displayed. However, if you would like some other label that might be more meaningful displayed, this configurations item can be used to assign it. Example: SYSLOG_NAME Omaha TSP

Testing for this feature is being done using the syslogger from kiwisyslog.com.

Figure 3-23. The syslogger from kiwisyslog.com.

Select System Tools

System Tools are for monitoring T1/E1 signaling.

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Figure 3-24. TSP Tools.

AgTrace_3073

Chapter 3 Starting/Configuring TSP500

BoardInfo

Figure 3-26. Board Information example.

CAS Signals

Figure 3-25. AgTrace_3073.

Figure 3-27. CAS Signals.

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Chapter 3 Starting/Configuring TSP500

ISDN Trace

Figure 3-28. ISDN Trace.

View Trace File

Figure 3-29. View Trace File example.

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View the Trunks File

Chapter 3 Starting/Configuring TSP500

Figure 3-30. View Trunks file.

Trunk Protocol

You must assign a specific “Protocol” name to each trunk span. Currently supported protocols are:

Table 3-4: Trunk Span Protocols.

isdn T1 or E1 ISDN Trunks. wi US T1 Robbed Bit Protocol Wink Inbound. wo US T1 Robbed Bit Protocol Wink Outbound. wio US T1 Robbed Bit Protocol Wink Inbound/Outbound.

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immi US T1 Robbed Bit Protocol Immediate Start Inbound. imm US T1 Robbed Bit Protocol Immediate Start Outbound. r2i MFC-R2 E1 Inbound Inbound r2o MFC-R2 E1 Outbound Outbound r2io MFC-R2 E1 Inbound Outbound Inbound/Outbound ap2i AP2 E1 Inbound Inbound ap2o AP2 E1 Outbound Outbound ap2io AP2 E1 Inbound/Outbound Inbound/Outbound

Trunk Type

The “Type” field indicates whether this span is used as a normal span connected to the network (T), as a normal span acting as the network (N), or specifically used as a Digital Station span (D).

Table 3-4: Trunk Span Protocols.

Trunk Board Number

The “BoardNumber” field indicates the assigned physical board number.

Trunk Variant

The “Variant” field indicates the network protocol variant.

Table 3-5: Trunk Protocol Support Variants.

Variant Description

AT4 AT&T 4ESS. E10 AT&T 5ESS10. DMS Northern Telecome DMS-100 NI2 Bellcore National 2. VN6 France Telecom Euro ISDN and Euro Numeris. QSIG Signaling at the Q reference point. NONE No Variant (for US T1 Robbed Bit Protocol). AUS Australian Telecom 1 ETSI EuroISDN VN6 France

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Trunk Wait for First Digit

The “Wait1stDig” field indicates number of milliseconds to wait for the first digit to arrive on a inbound call.

Trunk Wait for Digit

The “WaitForDig” field indicates number of milliseconds to wait for the subsequent digits to arrive on an inbound call.

Write Configuration to Archive

Selecting item G from the TSP Configuration menu will generate a TAR file of the current configuration. It will have an automatic generate name with a time stamp based on the current date.

Creating /tmp/tspcfg0301041651.tar Completed Saving Configuration

This tar file is normally returned to SER Main (server name) as a backup.

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Chapter 4 Features and Enhancement s

This section includes a list of features and enhancements and their descriptions. It includes the following:

• Introduction

• Restarting Protocols

• Integrated Recording Feature

• Agentless Campaign - Feature

• Text-To-Speech (TTS) Messages - Feature

• Caller ID Name - Feature

• Collect DTMF Digits - Feature

• Personnel Ring Back - Feature

• Trunk Features and Enhancements

• Billing Codes - Feature

• User Data Features and Enhancements

• New Country - Feature

• Monitoring Features and Enhancements

• Dialing Features and Enhancements

• Answering Machine Enhancements

• New Commands

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Chapter 4 Features and Enhanc em e nts

Introduction

The TSP500 Call Processing System is a comprehensive system that combines predictive dialing with voice recognition techniques and information processing. It currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations.

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Restarting Protocols

Occasionally, it may be necessary to restart the telephony protocol on a specific trunk channel.

You can now start the protocol using the Admin Terminal “treset” command with the –s option. If the channel is currently in use when the command is issued, the reset will take place when the channel becomes idle.

Examples:

treset –s 23 treset –s 11 59 treset –s 1-33 treset –s all

Chapter 4 Features and Enhancements

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Chapter 4 Features and Enhanc em e nts

Graceful Campaign Close

The option flag “Let Dials Complete On Campaign Close” has been added to the Enterprise Edition TSP. Normally, the TSP will drop any dials in progress when a Campaign Close message is received. This option allows those dials to complete before closing the campaign.

Connected calls (those calls connected to agents, or announcements), are not automatically dropped – just those dials in progress.

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Integrated Recording Feature

Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing parties. Integrated Recording is useful for quality assurance purposes to review a call for accuracy and content. For Sales Campaigns, you can use Integrated Recording to verify purchases. The recording can be archived and reviewed later.

Initially , Integrated Recording is available with the Wygant Encore recording and archival system.

The following are some of the benefits:

• Supports full recording for up to 192 agents.

• Records full duplex conversations of either the Agent and called party, or the Agent and conference parties.

• Allows continuous Integrated Recording even after the called party disconnects. Occasionally, this may be necessary to comply with contractual or legal requirements that direct the Agent to read a statement or script, even if the called party hanged up.

• Includes a 400MB RAM drive to temporarily house the recordings made by the TSP.

• Uses a SAMBA mount to a shared drive on a recording server (aka. Wygant Encore system) that acts as the mechanism to transfer the locally stored recordings to the recording server.

• Includes a new daemon process called rec_watch.exe to monitor the state of the RAM drive, as well as the health and accessibility of the recording server.

Chapter 4 Features and Enhancements

Agentless Campaign - Feature

The campaign mode called “Agentless” dials on behalf of campaigns without live agents.

Non-answered calls (busies, RNAs, etc.) are dispositioned as usual by sending standard dial result messages to the Call Manager.

Transferring a Call off of the TSP

For Agentless Campaigns, the Protocol C messages M_XFER_DIAL allows transferring a call off the TSP.

Imbedded in the syntax of this message is a trunk group identifier. It allows the adjunct to select the Third Party Trunk Group, IVR Trunk Group, or Default Trunk Group.

• Third Party Trunks are those trunks assigned to the THIRD_PARTY keyword in the Dialing Rules.

• IVR Trunks are those trunks assigned to the IVR_TRUNKS keyword in the Dialing Rules.

• The Default Trunk Group selection will use whatever dialing rules are in place to select a trunk group.

As of this writing, Enterprise Edition does not have the ability to set the desired trunk group. Therefore, the default trunk group selection is always used. This may not always be desirable. For instance, it may be necessary to transfer the call over a specific set of trunks.

An interim solution has been implemented in the TSP using a temporary keyword (TRANSFER_GROUP) that can be added to the TSP Dialing Rules. This will allow selecting which group to use for this dial type.

The following are the only acceptable assignments:

TRANSFER_GROUP 0! Use whatever is specified in the M_XFER_DIAL message

TRANSFER_GROUP 1! Use the IVR Trunk Goup TRANSFER_GRPUP 2! Use the Third Party Trunk Group.

Example:

Let’s assume that The TSP already has a Third Party trunks assigned, but the Call Center wants to route Agentless Campaign calls over trunks 241 through 280. You would add the following keywords to the Dialing Rules, and then, stop and restart the TSP.

IVR_TRUNKS 241-280 TRANSFER_GROUP 1

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Chapter 4 Features and Enhancements

Text-To-Speech (TTS) Messages - Feature

The ability to play an arbitrary TTS voice message has been added to the TSP500. The creation of the TTS message is not the responsibility of the TSP500, but the TSP500 must have read access to the message. Access to the message is provided by a Samba mount to an external drive. The external drive is mounted locally to the path /home/tts. To ens ure the drive is mounted, an entry in the /etc/fstab file must be inserted. The format of the entry is:

//<IP Address>/<external directory path> <local directory path> username=<name>,password=<password>,<additional options> 0 0

Example:

//10.2.109.4/tts /home/tts smbfs username=eisadmin,password=admin,defaults 0 0

The term “defaults” equivocates to “rw,suid,dev,exec,auto,nouser,async” permissions.

The Adjunct needs to know the audio output format in order to create a voice message that can be played. The current Protocol C Message to send

resource information to the Adjunct has been modified to include encoding format, bandwidth, and bit resolution. When the Adjunct starts and requests resource information, an additional resource message (M_GET_RESOURCES) with a mode value of 4 is sent. This message is sent prior to the resource message with a mode value of 3 for backward compatibility. This message includes three data fields for TTS voice specific parameters. The first “data” field contains the encoding format and can have a value of 0 for Mu-Law and 1 for A-Law. The second “data” field contains the bandwidth and is always 8000, since a bandwidth of 8K is only supported. The third “data” field contains the bit resolution and is always 8, since a bit resolution of 8-bit is only supported.

When play voice message request (M_MSG_PLAY) is received, the TSP500 determines if the request can be performed. The “flag” field descriptor with the number one indicates the voice m essage is to be played immediately. The play immediate option indicates the message is to be played immediately using the trunk’s DSP. Otherwise, the message is placed on a one-secondtimer queue and an Encore DSP is used to play the message. The “key” field descriptor may contain a voice message name or (optionally, a relative path and) a filename and extension. If the “key” has an extension, a search of the Text-To-Speech directory (/home/tts) for the existence of the “key” is performed. Otherwise, a search of the Encore directory (/usr/vox) for the “key” plus “wav” extension is performed.

When the non-interruptible voice message completes playing, a route request (M_ROUTE_REQ) is sent to the Adjunct with a result code indicating the voice message completed (SWR_MSG_PLAY_DONE).

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Chapter 4 Features and Enhanc em e nts

Caller ID Name - Feature

You can specify Caller ID name on a dial-by-dial or global basis on the TSP.

Under control of the ISDN configuration tool in the TSP, Caller ID Name can be sent in a variety of ways. For instance; it could be sent by Facility IE, or Display IE, and in variety code sets. Check with your carrier to determine what method they are using, and modify parameter 14 appropriately.

Example

***************************************************************** * Edit ISDN Configuration * * Span 1-24 * *****************************************************************

1. Transfer_Capability Speech

2. Transfer_Mode Circuit

3. Transfer_Rate 64Kbits/sec

4. User_Info_Layer_1 G.711_U-Law

5. Network_Signaling_Behaviour Default

6. Destination_Number_Plan ISDN (L)

7. Destination_Number_Type National (L)

8. Origination_Number_Plan ISDN (L)

9. Origination_Number_Type National (L)

10. Origination_Number_Screen User_Provided_Not_Screened (L)

11. Origination_Number_Presentation Presentation_Allowed (L)

12. Facility_Feature_Service None (L)

13. Facility_Coding_Value None (L)

14. Calling_Name Facility_IE (L)

Example

Sending Caller ID Name without the Telco carrier configured to collect it could cause dials to fail.

Therefore, there is another parameter that must be set in the TSP to allow it to actually be transmitted. In the “options flags” accessible using the Admin Terminal, the parameter Allow Caller ID Name must be set to one.

Enter Command-> opt Options = 20f3 1 Allow Dial Tone To Stations 1 Allow Manual Dialng 0 Perform Zapper Detection 0 Monitor Key - Use Pound Sign - #123#

1 Allow Caller ID Name

1 Ignore Cadence Break 1 Support New Legislation Events 1 Process SITS Via D Channel

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Chapter 4 Features and Enhancements

0 0 0

0 Let Dials Complete On Campaign Close 1 Dont Route Inbound Calls 0 Always Beep Agent On Connect 0 Dont Answer On Timeout

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Chapter 4 Features and Enhanc em e nts

Collect DTMF Digits - Feature

The capability to collect Dual-Tone MultiFrequency (DTMF) digits from the customer is available. Upon receiving a request to collect digits, the TSP500 optionally plays a voice message and collects the requested number of digits. The TSP500 responds with a completion message when the digits have been collected.

To support the collecting of digits, a new Protocol C Message M_COLL_DIGIT has been defined. The M_COLL_DIGIT message requires the number of digits to collect, and optionally the time to wait (in seconds) before digit collection expires and the terminating key to end digit collection. If a timeout value is not supplied, the timeout defaults to ten seconds. If a terminating key is not supplied, the key defaults to the pound key (#). Additionally , the M_COLL_DIGIT message permits the sending of a voice message to be played while collecting digits. The voice message in the “key” field descriptor and the “flag” field descriptor function the same as described in “Text-To-Speech (TTS) Messages” section except that the message can be interrupted by pressing a telephone digit key.

When the request has been satisfied or the timer has expired, a route request (M_ROUTE_REQ) is sent to the Adjunct. This M_ROUTE_REQ message has been modified to send a new result code, SWR_COLL_DIGIT_DONE, indicating that digit collection completed. If digits have been collected, a new field descriptor “user data” is filled with the digits collected and sent to the Adjunct. The “user data” field descriptor is designated with the letter “u”.

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Personnel Ring Back - Feature

Cell Phone companies in Europe and the Far East are beginning to offer a service in which a called party will be able to provide a personalized “ring back.” This personalized ring back could be melodies, voice messages, etc. This service is called “personalized ring back” or PRB.

This creates a problem for voice and answering machine detection algorithms. Because the PRB will appear as voice or music, there is no way of recognizing it as a valid ring back signal, and it would normally be declared as either live voice or as an answering machine.

Although primarily limited to cell phone users at the current time, it is expected that this feature will eventually be offered to land line users as well. It is also expected that this feature will be offered here in the USA.

The TSP500 has been modified to offer a mode of operation whereby voice detection will not begin until “answer supervision” is detected (the called party picks up the phone). Other call progress tones such as rings, busy, fast busy, or SIT tones continue to be detected at anytime prior to “answer supervision” being received. It is only voice or answering machine detection that will wait for supervision before being activated.

Chapter 4 Features and Enhancements

This should allow us to ignore any non-standard audio received prior to the called party answering the phone.

Certain Telco announcements do not always have SIT tones associated with them. If these type announcements are received without answer supervision, they will be erroneously declared as “Ring No Answers.” Previously they would have been declared as answering machines or unknown SITS (if the option to Check Supervision was turned on).

T elco anno uncements that have SIT tones at the tail end of the announcement and do not provide supervision will be detected correctly . This was something that was not always possible because voice detection always began prior to answer supervision.

Configuration

This feature can be turned On or Off as follows:

A new dialing rule keyword WAIT_FOR_SUPERVISION has been added.

Example:

WAIT_FOR _SUPERVISION 1 ! Wait for Supervision before starting voice detection.

WAIT_FOR _SUPERVISION 0 ! Start voice detection immediately after dial launch.

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Chapter 4 Features and Enhanc em e nts

The default for this keyword is off (unless configured by Call Manager – see below). Protocol B support is being offered using a new message, Ts.

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Trunk Features and Enhancements

New Trunk Utilization files - Feature

A new method of capturing trunk utilization history has been added to the TSP. The new history files will be saved in a newly created directory under the log directory (/usr/home/cpstsp/cps01/log/tut). The naming convention for the new files will be tuMMDD.txt, and will allow for 365 days of revolving history.

The content of the history file will be similar to the “show util” command in the AdminTerminal. With the following exceptions:

• An asterisk ‘*’ will be placed as the first character on the line that represent the time the snap shot was taken.

• To reduce the file size, duplicate lines will be omitted.

• The label “TrunkBound” will be added to any line that contains any percentage of being trunk bound. This is to allow use of “grep” to find areas where trunks shortages occurred. Example grep TrunkBound *.txt

• Lines beginning with the letter “y” indicate yesterday’s data. Remember this a revolving 24 hours of minute by minute data.

• File will automatically be overwritten on their yearly anniversary.

The generation of these files cam be disabled at any time by adding the following keyword to the dialing rules and typing “load all” at the Admin Terminal.

Chapter 4 Features and Enhancements

New TUT FIles

These files are for diagnostic purposes and subject to changed without notification.

Note:

ALLOW_TRUNK_UTIL_FILES 0

Also written in the tut directory is another file with similar naming convention, except the extension ends in “tut” rather than “txt”. These files contain more cryptic data and used by SER personnel in analyzing past history.

The generation of these files cam be disabled at any time by adding the following keyword to the dialing rules and typing “load all” at the Admin Terminal.

ALLOW_TRUNK_UTIL_ZX_FILES 0

The file contains three type of messages ZX, ZY, and ZZ.

ZXAAA,BBB,CCC

A Number of configured trunks used for predictive dialing B Nth minute that the snap shot was taken. C Number of configured Stations.

ZYDDDD,EEE,FFFF, GG,HH,III;

There will be 1440 ZY messages (one for each minute of the day.

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Chapter 4 Features and Enhanc em e nts

ZZ Trailer message – contains no data.

Trunk Bound Alerts Sent to the SysLogger

A Trunk Bound Alert message can now be sent to the SysLogger.

The TSP keeps track of the how much of each minute was spent in a Trunk Bound condition. It will then report it to the Syslogger, provided that:

• There is at least one Campaign open.

• The SysLogger flag “Send Trunk Bound Alerts to the TspLogger” is turned ON. The reason for the flag is that a TSP may be experiencing Trunk Bound conditions - but the customer has no intention or addressing it. Or, while the customer waits for an upgrade to address the Trunk Bound condition, he may want to suppress the alerts. The reason for only sending alerts while there is at least one Campaign open is to suppress these messages during initialization or diagnostic testing.

D Nth minute of the day. E Average Number of In Service Predictive Trunks during that

minute F Percent of Predictive Trunks available.. G Percent of Trunk Bound condition during that minute. H Number of samples – typically 60 – 1 per second. I Average Number of active agents during that minute.

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Billing Codes - Feature

Billing Digits are pulsed out to the participating carriers to provide a mechanism of categorizing customer’s phone bills.

Configuring the sending of Billing Digits is similar to the CP12000. A lower case “c” is placed in the appropriate dialing rule to signify where in the dial string the billing digits should be sent.

Also, “pauses” or “tone detection” can be added to the dial string to facilitate the necessary hand shaking needed to send the Billing Digits to the carrier.

However, there are some rules:

• For Wink Start lines, pause characters (P or p), “tone detection” characters (T or t), and the lower case “c” can be placed anywhere in the dial string. This is because all characters are sent in-band (pulsed out as DTMF digits).

• For ISDN lines, the telephone numbers are sent as data messages over the D-Channel. Because the Billing Digits are sent as DTMF digits, they must be sent after the telephone number is dialed. Therefore for ISDN, the TSP considers all dialing rule characters after the “d” or “D” character to be “post digits,” and they should be sent in-band using DTMF.

Chapter 4 Features and Enhancements

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Chapter 4 Features and Enhanc em e nts

User Data Features and Enhancements

Sending User Data over ISDN - Feature

Added the ability for the Adjunct to send User Data over ISDN using UUI Information Element. User data will be sent in code set 0, using IA5 coding standards.

Support for ISDN protocol DMS250 - Feature

Support for ISDN protocol DMS250 has been added to the TSP configurator. The TSP has always supported the DSM250 using the generic DMS protocol specification in the configurator. However, the DMS100 and DMS250 vary slightly in the manner they handle the “Calling Name” field. Specifying DMS250 for DMS 250 switches will allow better handling of this field.

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New Country - Feature

Chapter 4 Features and Enhancements

“Initialize Configuration” on page 7-10 for a list of countries.

Monitoring Features and Enhancements

Silent Coaching - Feature

Silent Coaching is the ability for a supervisor to talk to an Agent without the called party hearing what the supervisor is saying. The agent will be able to hear the supervisor even across calls, conferences, and in-between calls.

In the past, SER switches only supported “barge in”. This is when a supervisor barges into the call. A conference is created, and all parties can hear and talk to each other.

Silent Coaching was resisted in the past because it cannot be guaranteed that the called party might not hear what the supervisor is saying. This is due to the nature of the two-wire handset used by agents. It is possible if the twowire interface to the handset is not perfectly balanced, a portion of the audio received by the agent will bleed over onto the transmit side of the interface, and be heard by the other party. With four wire interfaces – like soft phones, this is less likely to happen.

Example

Rules

The ability to selectively perform Barge In or Silent Coaching will require adjunct development. In the interim, a new keyword will be added to the TSP dialing rules (USE_SILENT_COACHING).

If this keyword is set to 1, then the current “Barge-In” feature will be replaced with the Silent Coaching capability. This will allow us to provide Silent Coaching capability to customers before adjunct development is completed.

Turning this feature on or off does NOT require a TSP restart. The keyword can be changed dynamically by making the change in the DialingRules, and activating it using the “load all” command in the AdminTerminal.

SILENT_COACHING 1! Use Silent Coaching as the

default.

SILENT_COACHING 0! Use Barge In as the default.

Type “load all” at the AdminTerminal

• The Supervisor (coach) does not have to establish a moni toring session prior to requesting Silent Coaching. (It can – but does not need to.)

• Only one Silent Coach is allowed per agent.

• Other Monitors on the call will NOT hear the coach.

• If a monitor session is stopped, Silent Coaching will automatically be stopped.

• Silent Coaching is NOT supported for Manual Monitors.

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Chapter 4 Features and Enhancements

• Client Monitors can perform Silent Coaching. The agent will hear both the Supervisor and Client.

• Silent Coaching spans individual calls. That is, coaching continues between calls.

• Silent Coaching is supported for conferences.

Client Monitoring for Conferences -Enhancement

Removed the restriction that Client Monitors could not monitor conferences. Previously, if a Client Monitor monitored a call, and that call went into conference, the Client and Supervisor were removed from the monitoring session. This was to prevent the conversion of the Supervisor and Client being heard by the agent or called party. Now the TSP will allocate a separate conference resource for monitoring and eliminate the problem.

Client Monitoring for Outbound Remote St ations-Feature

Supervisor controlled Client Monitoring requires that a dial to the Client be established before the Supervisor enters a monitoring session. Once monitoring, the Client is carried along with the Supervisor. They can communicate while simultaneously monitoring agents.

Launching the manual dial to the Client is no problem for regular “nailed up” agents. When they go off hook, they get dial tone and can dial.

For outbound remote agents, it is a little different. The TSP launches a dial to the Supervisor Agent. When he answers, there will be dial tone. However, in previous versions there was no way to re-launch a dial to the Client without dropping the connection to the Supervisor and having the adjunct redial the Supervisor.

With this release, the Supervisor can press the asterisk key on the telephone three times to drop any current call to the Client and have the TSP provide dial tone to the Supervisor. In this manner, the Supervisor can make multiple manual dials without actually going “on-hook.”

If more or less asterisks are desired, the keyword “NUM_ASTERISKS” can be specified in the Dialing Rules.

Example:

Set the number of asterisks required to drop a manual dial and provide dial tone to 4.

NUM_ASTERISKS 4

Restricted Monitors - Enhancement

This enhancement allows restricting Manual Monitors to specific stations. It can be used to prevent Manual Monitors at different facilities (serviced by the same TSP) from monitoring each other’s agents.

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Chapter 4 Features and Enhanc em e nts

This is accomplished by assigning specific agent stations to Manual Monitors. If a Monitor attempts to monitor a station that is not assigned, a “fast busy” will be played to the Monitor.

Configuring the Manual Monitors is done in the Dialing Rules file using a new keyword MONITOR_ASSIGN. The first argument in the list must be the Monitor Station. In the following example Manual Monitor Station #4 is being configured:

MONITOR_ASSIGN4 1-25 72-78

It is then followed by the Station Numbers of the agents that the Monitor is allowed to monitor.

MONITOR_ASSIGN4 1-25 72-78

Other rules that apply are:

• Monitors who have no assignments are allowed to monitor all agents.

• Each line of configuration can only have one monitor assignment. Monitors cannot be entered as ranges.

Bad Example:

MONITOR_ASSIGN4-6 1-24

Good Example:

MONITOR_ASSIGN 4 1-24 MONITOR_ASSIGN 5 1-24 MONITOR_ASSIGN 6 1-24

• Agent Station Numbers can be entered as ranges or individual assignments.

• Multiple lines can be used for the same Monitor.

• The Admin Terminal command “load” is used to activate any configuration changes.

There are some inherent rules in the TSP such as a Monitor cannot monitor another active Monitor or a Monitor cannot monitor himself. These rules are not enforced in the configuration, but rather at runtime. Therefore, it is possible to configure a Monitor to monitor itself or other Monitors, but this type of configuration will be ignored at runtime.

The following are some examples of assigning Agent Stations to Monitors. In the examples, Monitor Stations 4, 5, 6, and 7 are assigned to various Agent Stations.

MONITOR_ASSIGN4 1-24 MONITOR_ASSIGN5 25-48

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From the above examples it should be clear that:

• Different monitors can be assigned to monitor the same agents. (Monitor

• Either ranges or single agents can be assigned.

• Multiple configuration lines are allowed for the same Monitor . (See Mon-

Further notes:

• Monitor Stations do not have to be excluded from the Agent Stations.

Example:

• If a Monitor is specified with no agents, the Monitor will be unable to

Chapter 4 Features and Enhancements

MONITOR_ASSIGN6 1-48 MONITOR_ASSIGN7 49-57 77 97-104 109 MONITOR_ASSIGN7 120-128

6 can monitor all of Monitor 4 and Monitor 5’s agents)

itor 7)

The TSP will ignore them. See example below – both are acceptable:

MONITOR_ASSIGN 4 1-24 MONITOR_ASSIGN 4 1-3 5-24

monitor anyone.

Example:

From within the TSP application, the Admin Terminal “load” command, using the “misc” or “all” argument, is used to activate any changes.

Example:

For diagnostic purposes, the following changes were included in the TSP:

• Entries in the TSP log files records the actual assignments. See the fol-

MONITOR_ASSIGN4

load misc or load all

lowing example:

Assume the keyword MONITOR_ASSIGN 169 2-7

10:40:49.223 Initializing Monitor Station Assignments

10:40:49.223 for monitor 169, station 2 assigned.

10:40:49.223 for monitor 169, station 3 assigned.

10:40:49.223 for monitor 169, station 4 assigned.

10:40:49.223 for monitor 169, station 5 assigned.

10:40:49.223 for monitor 169, station 6 assigned.

10:40:49.223 for monitor 169, station 7

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Chapter 4 Features and Enhanc em e nts

assigned.

• The Admin Terminal command “spstuff" displays “Monitor has Assigned Station List”, if a monitor has been restricted via the MONITOR_ASSIGN keyword.

Enter Command-> sp 169

Station # 169 Matrix: 0000082c mvip: board: 0 st: 9 ts: 20 <-- 7fff local: board: 3 st:28 ts: 0 <-- 7fff Dsp 1189 Assigned Dsp is listening to MTX 82c Queue = stinact Digital Station (trunk=937) Phone On Hook This Station has Manual Monitor Capability Monitor has Assigned Station List sflags = [8100] tflags = [0] zflags = [0]

preview queue: current: 0 Peak: 0

Decibel Level Adjustment - Feature

When performing Client Monitoring, the audio level of the monitored call tends to be lower than that of the Client, and S upervisor. A new keyword has been added to the Dialing Rules (CLIMON_GAIN) that will specify some decibel level to increase the volume of the monitored call. The default gain at present is 6db. If customers are complaining of low volume when doing Client Monitoring, add this keyword and type “load all” in the Admin Terminal. The range of adjustment is 0db through 12db.

Example: CLIMON_GAIN 9

The above assignment would raise the volume of the monitored call by 9db.

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Dialing Features and Enhancements

Unrestricted Manual Dial - Feature

A TSP limitation of Manual Dialing in the USA is that the TSP is expecting ten digits. Once it receives ten digits, it will launch the dial, and use area code and prefix to determine if the call is local or long distance. In most cases, this is acceptable. However, consider a TSP that is based in the USA, but is configured for Multi-Country dialing. Because of the USA rules on Manual Dialing, it is impossible to launch an International dial manually (as soon as 10 digits are entered, the dial attempts to launch).

This does not apply to TSPs based in other counties, because the TSP uses a “dial what you get” strategy for Manual Dialing outside the USA. The dial what you get strategy requires the caller to enter the pound sign (#) after the digits are entered. In this manner, any number (including the addition of inter national access codes) can be launched.

With this release a new keyword (UNRETRICTED_MANDIAL) has been added to the TSP. If set to 1, (the default is 0), the TSP will perform the “dial what you get” strategy, even if it is in the USA.

Chapter 4 Features and Enhancements

This keyword can be changed dynamically and activated by typing “load all” at the Admin Terminal.

Example:

UNRESTRICTED_MANDIAL 1

Digital Station Dials - Enhancement

Systems using Multi Country dialing include the three-digit country code at the beginning of every number . Ho wev er, it is not normally included in the Digital Station Dial telephone number. Prior to this release, the TSP was stripping the first three digits of the Digital Station number, assuming it was a country code. It no longer does this. Therefore, Digital Station Dials sent from the Adjunct should never include the country code.

Redials of Incompletes - Feature

The Install flag DO_NOT_RETRY controls whether or not to retry dials that resulted in a “reorder” (please hang-up and try your call again). Under certain circumstances, it may also be desirable to retry “incompletes.” These are dials where no audio is heard by the TSP. This version of the TSP allows incompletes as well as reorders to be retried one time before sending the dial result to the adjunct.

To ensure “incompletes” are only retried if the call center desires them to be retried, a new dialing rules keyword was created. (RETRY_INCOMPLETES).

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Chapter 4 Features and Enhanc em e nts

Example:

RETR Y_INCOM PLETES 1! Incomp letes will be retried.

RETRY_INCOMPLETES 0 ! Do Not retry incompletes.

The install flag DO_NOT_RETRY still has over all control over whether dials are retried.

The default for most customers would be to NOT retry reorders or incompletes. The default for the RETRY_INCOMPLETES is 0, and does not have to be entered in the dialing rules unless you wish the feature turned on.

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Answering Machine Enhancements

Detecting Beeps on Answering Machines - Feature

The method used to detect answering machine beeps involved waiting for the beep, and then waiting a little longer to ensure it was the last beep. Due to the variety and frequency range of beeps on answering machines, the beep detection was proving not very reliable. Therefore, a new method of simply waiting for a specified period of silence before playing the message is available and is the default method. The default silence period is set to four seconds, and can be changed by using the keyword ANSM_SILENCE into the Dial- ing Rules. This keyword assigns the silent period in 100ms incr ements. For example, to change the silent period to five seconds, insert “ANSM_SILENCE 50” into the Dialing Rules, then type “load misc” at the Admin Terminal.

To revert to the old method of detecting answering machine beeps, insert “ANSM_USETONE 1” in the Dialing Rules and type “load misc” at the Admin Terminal.

Chapter 4 Features and Enhancements

ment

Answering Machine Detection Parameters - Enhance-

New default Answering Machine Detection (AMD) parameters have been established. For the new default parameters to take effect, remove any previous AMD keywords from the Dialing Rules.

Previous Keyword values:

PAMD_METHOD 1 VOICE_ANSM_LENGTH 2000 VOICE_TONE_RATIO 196608 VOICE_SILENCE_LEVEL38

New Keywords values:

PAMD_METHOD 0 VOICE_ANSM_MLENGTH 1600 VOICE_ANSM_LENGTH 2200 VOICE_TONE_RATIO 393216 VOICE_SILENCE_LEVEL33

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Chapter 4 Features and Enhanc em e nts

Table 4-1: Voice Detection Parameters, keywords, and Admin Terminal commands for dynamic

adjustments.

Keyword Default

VOICE_TONE_RATIO 393216 voice_ratio Used to discriminate between tone

VOICE_NOICE_LEVEL 81920 voice_noise Do not adjust VOICE_LEAKAGE_TIME 8 voice_leakage Do not adjust VOICE_TIME1 60 voice_time Voice Qualification time 1 (millisec-

VOICE_TIME2 60 voice_time Voice Qualification time 2 (millisec-

TONE_TIME1 60 tone_time Tone Qualification time 1 (millisec-

TONE_TIME2 80 tone_time Tone Qualification time 2 (millisec-

VOICE_ANSM_MLENGTH 1600 voice_length Duration of voice for a Medium Event VOICE_ANSM_LENGTH 2200 voice_length Duration of voice for Answering

VOICE_SILENCE_TIME 900 silence_time Duration of silence after voice for a

Admin

Terminal

Description

and voice

onds)

Machine

live connect (milliseconds)

VOICE_SILENCE_LEVEL 33 silence_db Silence threshold in decibels

(assumed negative)

ANSM_TIMEOUT 8 -------------- If beep not heard within this time, play

Encore anyway (seconds)

ANSM_SILENCE 20 -------------- Start Playing Encore to Answering

Machine after this period – once a beep is heard (100ms tics. 20 = 2 seconds)

PAMD_METHOD 0 --------------- 1 = old method, 0 = new method

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New Commands

New Dumb Terminal Commands - Feature

load misc

A new option has been added to the “load” command. The “misc” option permits the loading of the current Dialing Rules, ACD Strategies, ACD DNIS Table, and some of the ISDN Configuration items into the TSP. This list of Dialing Rules items is loaded by this option:

• AGENT_BEEP_TIME

• ANSM_SILENCE

• ANSM_TIMEOUT

•CLOCK_POLL

• DISPLAY_IE_TAG

• MAX_LOGSIZE

• RNA_EXTEND_TIME

• TRUNK_CHECK_TIME

• AREACODE_DIGITS

• MAX_TRUNK_ERR

• TRUNK_IDLE_TIME

• LOCAL_WATT

• MEDIUM_WATT

• LONG_WATT

• INTL_WATT

• LOCAL_AREACODE

• LOCAL_EXCHANGE

• TRUNK_GROUP_0-4

• VOICE_ANSM_LENGTH

• VOICE_ANSM_MLENGTH

• VOICE_TIME1

• VOICE_TIME2

• VOICE_SILENCE_LEVEL

• VOICE_SILENCE_TIME

• RULE_0-4

• OUTBOUND_DIGITAL_TRUNKS

Chapter 4 Features and Enhancements

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Chapter 4 Features and Enhanc em e nts

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Chapter 5 Admin Terminal Commands

This section includes the following:

• Introduction

• List of Commands

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Chapter 5 Admin Terminal Commands

Introduction

Once connected to the TSP using the Admin_Terminal, a variety of commands (some similar to Call Processor or TSP-300 commands) are available to control the TSP.

The following is a brief description of each command. Online help for each command is available by typing “help” followed by a specific command.

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List of Commands

BUG

This is a diagnostic command that turns on tracing for selected components of the TSP.

Typing bug by itself will display a list of items that can be traced. Those of you familiar with the Call Processor, and specifically the install command, will recognize the format and method of activating the specific items.

For those of you not familiar with this method, the specific items are turned On and Off by typing bug followed a hexadecimal value that represents a bit pattern associated with the items on the screen. The MSN (Most Significant Nibble) is toward the bottom of the screen, and the LSN (Least Significant Nibble) is toward the top.

It is the output of this tracing that is written to the TSP log files.

Chapter 5 Admin Terminal Commands

Figure 5-1. A typical bug display.

The following is description of the above items:

Table 5-1: Bug Traces.

Bug Trace Description

CTI Link Traces the Protocol ‘B’ messages to and from Call

Manager or Gateway.

Dial String Traces the dialed numbers. It will display the Coun-

try, trunk number, actual phone number that arrived at the TSP, and how the phone number was modified per the Dialing Rules.

Station Tones Traces the DTMF digits received from Digital Sta-

tion phones. It displays the Station Number and tone received.

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Chapter 5 Admin Terminal Commands

Hook Status Traces hook changes received from Digital Sta-

DTI Events Traces NMS Digital Trunk Monitoring Events. A

Alarm Events Traces events, and actions associated with trunk

DSP Events Traces NMS DSP Events. A description of these

Conference Events Traces events, and actions associated with Confer-

Table 5-1: Bug Traces.

Bug Trace Description

tions. It displays the Station Number and hook state (On or OFF).

description of these events can be found in the NMS Digital Trunk Monitor Service Developer’s Reference Manual (P/N 9000-6392).

alarms on the TSP.

events can be found in the ADI Service Developer’s Reference Manual (P/N 9000-62162) and the Voice Messaging Service Developer’s Reference Manual (P/N 9000-6422).

encing or Monitoring.

CALL

Call Events Traces events associated with NMS’s Natural Call

Control API. Natural Call Control is NMS’s generic API used for Call-Setup across a variety of Network Interfaces. A description of these events can be found in the NMS Natural Call Control Service Developer’s Reference Manual (P/N 9000-6708).

Application Events Provides additional tracing information typically

associated with NMS events.

Lights This option traces the Protocol B messages associ-

ated with the Light Display. (The light display is not currently supported on the CPSEE_TSP500)

CONNECTS Traces the low level functions used for time slot

connection on the Telephony Buss. ACD Traces the Interactive Voice Response (IVR) calls. CLOCK Traces changes to the T1/E1 clock.

Displays the ISDN parameters defined for the specified span

Intended for engineering use only.

Note:

Syntax: call <span #>

CAPTURE

Allows recording of raw audio signals for use in voice detection analysis.

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Chapter 5 Admin Terminal Commands

Intended for engineering use only.

Note:

CAPTURE_TNUM

Intended for engineering use only.

Note:

CAPTURE_TRK_AUD

Intended for engineering use only.

Note:

Syntax: capture <file name> <Matrix Number (in hex)>

Automatically records the call progress (audio) of the specified telephone number the next time it is launched.

A file in the form v<telephone number>.wav will be created in the /usr/vox directory.

This file can be used by engineering to analyze voice detection.

Syntax: capture_tnum <telephone number>

Allows automated recording of the next 'n' calls. Call is recorded for a maximum of 60 seconds, or until it is disconnected. Recorded files are placed in the /home/taudio directory. Also created is taudio.log file containing the "tline" output for the recorded calls.

Syntax:

CAUSE

Caution!

Modifying this mapping could result in inaccurate classification of dial results.

CFIG

CLOCK

capture_trk_aud [<num calls> -t <trunk number> -s <station number> -m <trunk number> -u]

Displays or alters the current ISDN cause code to TSP event mapping.

Syntax:

cause <ISDN Cause Code (hex)> [APP Event (hex)]

Displays multiple pages of TSP configuration. Pressing Enter will display the next page. The information displayed is the internal TSP’s configuration that was generated by reading the tsp.cnf file in cfg directory. For example: / usr/home/cpstsp/cps01/cfg.

Displays the current T1/E1 clock status.

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Chapter 5 Admin Terminal Commands

Syntax:

clock [-s -u]

The “-s” switch displays the current clock status. If no switch is supplied, the “-s” switch is assumed.

The “-u” switch forces the TSP to check for updated clock status.

Board Number Board Slot Location. Clock Mode Indicates if board is A Clock, B Clock, or Slave. Primary Source Indicates source of clock: NETWORK with span

Clock Status Displays status for A Clock and B Clock. Values:

Table 5-2: "clock s" Command

Option Description

number, H100 A, H100 B, INTERNAL.

GOOD and BAD.

CMD

Intended for engineering use only.

Note:

CONF

CONNS

This command allowed CTI Protocol B messages to be entered at the Admin_Terminal.

Displays any conferences or monitoring sessions in progress.

Example:

Conf #001 B7S68 3 C S1 T1 T4 .... ....

....

The above shows conference #1 including 3 parties (Station 1, Trunk 1, and Trunk 24). The conference being used is on Board 7 – Stream 68 (B7S68),

Displays the IP addresses of connected Adjuncts or Dumb Terminals.

Example:

CTI Connection fd = 4 = 199.199.199.199 Dumb Terminal fd = 3 = 199.199.199.200

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CRATE

Intended for engineering use only.

Note:

DIAL

Intended for engineering use only.

Note:

DISABLE

Chapter 5 Admin Terminal Commands

Sets the simulated connect rate. Only affects the Simulated TSP.

Performs an unclassified dial by dialing the number given. If a trunk number is supplied, the trunk must have been previously disabled using the disable command.

Syntax: dial <telephone number> [trunk number]

When the dial is launched it is connected to the music on hold port. If music on hold is configured on the TSP, the answering party will hear it. Otherwise the answering party will hear silence.

Disables the specified trunks. It can also be used to disable DSP’s or Conferencing on speccific NMS boards.

Intended for engineering use only.

Note:

Syntax: disable <trunk # or range of trunks>

Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash ‘-‘.

Disabling trunks will prevent their use for dialing. The disable condition will exist until they are enabled via the “enable” command, or the TSP is restarted.

Examples:

disable 7 disable 7 9 14 19-24 disable 1-24 73-96

As stated above, this command disables trunks from being used for outbound dialing. It does not physically disable any hardware or line protocol. If an Inbound call arrives on a disabled trunk, it will be handled normally.

DSP’s and Conferences can be disabled by the following syntax:

Syntax: disable dsp <dsp# or range of dsp’s>

Examples:

disable dsp 122 disable dsp 14-43

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Chapter 5 Admin Terminal Commands

The above command disables DSP 122 in the 1st example. and DSPs 14 through 43 in the 2nd example.

These DSP numbers are associated with logical DSP’s and NOT physical DSPs on the NMS board.

Examples:

The above command disables all conferences on board 7. This command would normally only be used by engineering to bypass conferences on failed NMS boards.

ENABLE

Enables the specified trunks that were disabled via the disable command.

Syntax: enable <trunk # or range of trunks>

Syntax: disable conf <NMS board #>

disable conf 7

Previously disabled conferences or DSP’s can also be reenabled using this command. (See the “disable” command for details)

Note:

FHANG

Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash ‘-‘.

Examples:

enable 7

enable 7 9 14 19-24

enable 1-24 73-96

Simulates a Far End Hang-up condition on the Simulated TSP.

HELP

Displays help information on the specified Admin_Terminal command. If no command is entered, a list of all Admin_Terminal commands is displayed.

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HTRUNK (ht)

Forces a Far End Hang-up condition. This command should NEVER be used on a live system. It is intended for engineering use only.

INBOUND (inb)

This command provides control over the inbound default strategy. This command provides easy access to the options available in the Protocol B Message BC. This command should only be used in-house.

INSTALL

This command allows dynamic setting of certain TSP features.

Entering install alone will display a list of options that can be installed. Those of you familiar with the Call Processor, and specifically the install command will recognize the format and method of activating the specific items.

For those of you not familiar with this method, the specific items are turned ON and OFF by typing install followed by a hexadecimal value that represents a bit pattern associated with the items on the screen. The MSN (Most Significant Nibble) is toward the bottom of the screen, and the LSN (Least Significant Nibble) is toward the top.

Chapter 5 Admin Terminal Commands

Install items are non-volatile. That is, they will survive a reboot or power cycle.

The following is a list of options that can be installed:

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Chapter 5 Admin Terminal Commands

Option Description

Monitor Agents Between Calls Allows a Supervisor to monitor an agent’s conversation

Table 5-3: Install Flags.

while not on a call. Normally, the Supervisor cannot hear the agent while he/she is waiting for a call.

Disconnect Trunk to Trunk Transfer if connected too long

Allow Trunk Prep With this flag turned ON, the TSP will attempt to test

Host Selects Agents

Specifies whether or not trunks that are tied together too long should be dropped .

the state of the trunks, and remove those that are out of service. Not all protocols support this feature. This feature can be turned ON for the following:

1. ISDN protocols that support “Service Messaging” on the bearer channels.

2. Wink Start protocols. (not immediate start) Indicates that the TSP is not doing Agent Selection for

Predictive Dial connections.

This will force the TSP to send a Route Request message to the Adjunct rather than a Predictive Dial Connect message.

Use Monitor Key *123* when Manual Monitoring

Analyze Abandons for Answering Machines

Multi Country Dialing Specifies that a three-digit Country Code must precede

Retry Dial Errors and Reorder tones Instructs the TSP to consider all classified dials as

Instruct the TSP to only accept Manual Monitor commands that begin with the code *123*.

NOT CURRENTLY SUPPORTED

every phone number arriving at the TSP. This flag should only be turned on for TSPs doing “Multi Country Dialing.”

“connected“ if it sees Answer Supervision. Otherwise the TSP will wait for voice.

Connect Remote Agent Dials on Supervision

Connect All Dials on Supervision Instructs the TSP to consider a call as an Unknown SIT

Declare Answering Machine with no Supervision as Unknown SIT

Instructs the TSP to consider a call as an Unknown SIT tone if a remote Agent had been detected and NO Answer Supervision had been received.

tone if an answering machine had been detected and NO Answer Supervision had been received.

Specifies that reorder SIT Tone dial results will not be redialed.

IPSTATS

This command displays the number of IP Addresses that have been registered to receive TSP Lights and of those the number that have been unregistered. This information is reset when the TSP is rebooted.

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LICENSE (lic)

LINKP

Note:

For Engineering use only.

Chapter 5 Admin Terminal Commands

Displays current licensed inventory and features.

Syntax:

license

Establishes a connection between any two devices. A device can be a trunk, station, or DSP.

Syntax: linkp <source Matrix Number> <dest Matrix Number> [B]

The connection is made so that the <dest> device is listening to the <source> device. Normally, the <source> device is not listening to the <dest> device, but if the B option is used, a connection is made so that the <source> device is listening to the <dest> device. If two stations are connected using the B option, they can carry on a conversation.

LLOOP

LOAD

Establishes a Local Loopback on the specified T1 or E1 span.

Syntax: lloop <span #>

The span # is the card slot number displayed in the slots screen. Any span that is in local loopback will have the text L_LOOP displayed at the end of the line associated with that span.

Entering the same command again will toggle the local loopback off.

Forces a load of the dialing rules. You can import selected configuration items.

Table 5-4: Load categories.

Category Description

load all Load All Dynamically load groups Load Trunk Groups load isdn Load ISDN Configuration

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Table 5-4: Load categories.

Category Description

Load misc Load the following:

• Dialing Rules

• ISDN Configuration

• Monitor Station Assignments

load rules Load Dialing Rules load syslog Load the syslog IP and Port

LOG

Caution!

Logging of trace information can create very large log files.

MUSIC

load tones [<save|restore>]

Load Tones

Toggles logging on and off.

TSP maintains a log file located in the log directory.

Example: /usr/home/cpstsp/cps01/log

All errors are automatically written to this file. However, you can choose to log other information such as the events traced using the BUG command.

Naming conventions for log files are based on the day of the week. tsp00. log through tsp06.log represents log file for Sunday through Saturday.

Logging will be automatically turned off if the size of the file exceeds the parameter MAX_LOGSIZE in the dialing rules.

This command will turn Music-On-Hold on or off.

It will also allow changing the volume by changing the gain. The range is (54db to +16db).

Caution!

Audio will get louder as the gain is increased.

The default is 0db. Setting the decibels to less than zero will lower the volume. While setting the decibels to above zero will make the audio louder.

To change the gain, you must turn Music OFF first. hen turn Music ON with the new gain level.

Decibel changes are remembered and will survive a reboot.

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Notes

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Table 5-5: Examples of the MUSIC Command.

Option Description

music on turns music "on" music off turns music "off" music on –3 turns music "on", and sets the gain -3 db. music on 4 turns music "on", and sets the gain to +4 db.

1. Decibel changes are remembered and will survive a reboot.

2. The Admin Terminal “dial” command has been modified to automati-

cally connect to Music-On-Hold when someone answers the call. This will provide a mechanism to test Music-On-Hold.

3. If the Music-On-Hold audio file (e_music.wav in /usr/home/cpstsp/ cps01/pmt) needs to be changed, you must stop Music-On-Hold (music off). Then you can replace the existing e_music,wav file, and restart Music-On-Hold (music on).

4. If there is an e_music.wav present when the TSP stats up – it will automatically be turned on. If you wish to permanently remove Music-OnHold - you should type “music off “ at the Admin Terminal, and then delete or re-name the e_music.wav file. This will ensure that Music-OnHold is not automatically turned back on if the TSP is rebooted.

5. The decibel setting is an absolute setting, not a delta. The default is 0db. Zero is playing the file with no gain.

Installing Music-On-Hold

To enable the system to play hold music:

1. On an external PC, create an audio file containing the music that you want the sytem to play . The file must conform to the following telephony industry standards:

• Domestic: CCIT u-Law, 8KHz, 8-bit, mono

• International: CCIT A-Law, 8,000 Hz, 8-bit, mono The audio file must be named e_music.wav. There are no restrictions on the file size or the time length.

2. FTP the audio file to the following directory on the TSP:

/usr/home/cpstsp/sps01/pmt

If the e_music.wav file exists in the directory specified above, the system will automatically play hold music to calls in the hold queue when the Encore Pllus Fast Dial feature is used and when the Encore Plus transfer feature is used.

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Testing Music On Hold

1. Disable trunk 1.

disable 1

2. Enable Music-On-Hold.

music on

3. Launch a test dial to yourself – when you answer, you should be hearing Music-On-Hold.

dial 2035551212 1

For Example, assume that you want to raise the volume by setting the gain to +2db, stop Music On Hold, and restart it with new decibel setting:

music off music on 2

You should now hear the music with the +2db gain. To make the music less loud (let’s say -3db ), set the following:

music off music on –3

OPTIONS (opt)

Options settings are non-volatile, meaning they will survive a reboot or power cycle.

Note:

The OPTIONS command allows dynamic setting of certain TSP options.

Typing options by itself will display a list of options that can be set and there current values. The specific items are turned ON and OFF by typing options followed a hexadecimal value that represents a bit pattern associated with the items on the screen. The MSN (Most Significant Nibble) is toward the bottom of the screen, and the LSN (Least Significant Nibble) is toward the top.

Figure 5-2. The OPTIONS command.

The following is a list of options that can be set:

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Table 5-6: Option Flags.

Option Description

Chapter 5 Admin Terminal Commands

Allow Dial Tone To Stations

Allow Manual Dialing

Process SITs via D Channel

Perform Zapper Detection

Monitor Key- Use Pound Sign

- #123#

1 = Provide dial tone to stations. 0 – Don’t provide dial tone to st at i on s .

1 = Allow Manual Dialing. 0 = Inhibit Manual Dialing.

Specifies that extended call status provided in the ISDN PROGRESSING message is used to classify the call. 1=Analyze the call using extended call status information. 0=Analyze the call using in-band SIT tone detection.

1 = Analyze for Zapper devices. – if a SIT is detected and answer supervision is received, the SIT will be ignored and the call will continue to be analyzed for Live voice or Answering Machine. 0 = Don’t analyze for Zappers. – If a SIT is detected regardless of supervision, it will be classified as the appropriate SIT.

This flag only applicable if the “install” flag MONITOR_KEY is turned ON (in the install flags). It allow choosing the asterisk or pound sign to be used in the key. 1 = Use #123# as the key.

0 = Use \*123\* as the key.

Note:

#123# is typically used when voice only monitors are used in a conference supplied by a telco conferencing service (i.e. AT&T Conferencing Service) where the use of * will pull in operator assistance.

Allow Caller ID Name

Ignore Cadence Break

Support New Legislation Events

Dont Route Inbound

Always Beep Agent on Connect

Specifies that the Caller ID’s Name can be sent. 1 = Allow sending Caller ID text. 0 = Don’t send Caller ID Text. Note: This flag is used as a global prevention method. It should not be turned ON unless the carrier is willing to accept the Caller ID Text. Otherwise, dials may fail.

1 = Ignore cadence breaks during Voice Detection. 0 = Consider a break in ring cadence to be an answered call. This flag is normally turned ON.

Specifies whether events used to comply with FTC regulations will be sent to the adjunct. 1 = Send FTC events to the adjunct. 0 = Don’t send FTC events.

For Engineering Testing Only!

Specifies that an agent will be beeped prior to being connected to a call. 1 = Beep agent prior to connecting call. 0 = Do not beep agent prior to connecting call.

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Option Description

Table 5-6: Option Flags.

Dont Answer On Timeout

PARK

Note:

For Engineering use only.

PLAY

Specifies that an incoming call will not be answered when the Inbound Route Request timer has expired. 1 = Do not answer inbound call on timeout. 0 = Answer inbound call on timeout.

Connects a device to silence. A device can be a trunk, station, or DSP.

Syntax: park <Matrix Number>

Plays the specified Encore Voice Message to the specified Station.

Syntax: play <message name> <station #>

The <message name> is the file name of the voice message located in the / usr/vox directory (excluding the .wav extension). These voice files could have been created by the record command, or recorded elsewhere and deposited in the /usr/vox directory.

If voice messages are created external to TSP, they must adhere to the TSP format of 8Khz, 8bit, and U law(for US and Canada) or A law(for EU) companding.

Note:

POISSON

Example: Play a voice message named hello.wav to station 26.

play hello 26

If a 3rd parameter is entered (anything) the message will be played continuously (until the station goes on–hook). This is obviously for diagnostic purposes only.

example: play hello 26 1

The poisson command displays a Poisson distribution of the following items:

Table 5-7: Poisson Distributions.

Option Description

Answer Time The time it takes calls to be

answered. (Measured from the beginning of a launch to voice being detected).

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Table 5-7: Poisson Distributions.

Option Description

Connect Time The time it takes to connect one

audio path.

Connect to Positive Voice Detection Time

Event Time The time it takes to check for new

Event Queue Time Measures the time that it takes to

T alk Time Time the agents spend on a call.

Wait Time Time agents spend waiting for

Protocol Stop Time it takes to stop a protocol. Protocol Start Time it takes to start a protocol.

The time it takes between receiving the Connect event and positively identifying voice.

events.

process writing vendor board events.

Includes Wrap-up time.

calls.

Distribution times are available globally or by campaign.

Syntax: poisson [–a | –e | –p | –q | –t | –v | –w | –z | –c] [campaign number]

Table 5-8: Poisson syntax.

Symbol Meaning

-a = Answer Time

-e = Event Time

-p = Protocol Stop and Start Time

-q = Event Queue Time

-t = Talk Time

-v = Connection to PVD Time

-w = Wait Time

-z = Conne ct Time

-c = Clear all distributions.

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poisson Display All Global Distributions poisson –a Display Global Answer Time distribution. poisson -t Display Global Talk Time distribution poisson –w Display Glo b al Wait Time distribution. poisson –c Clear all distributions (Global and Campaign)

Table 5-9: Poisson Examples.

Example Description

For Engineering use only.

Note:

PREP

QCHECK (qc)

poisson –w 6 Display Wait Time distribution for Campaign 6

This command checks the state of the specified trunk. If a trunk is determined to be out-of-service, it is placed on a queue of trunks to be checked later.

Entering prep without specifying a trunk will cause all trunks (not currently busy) to be checked.

The install flag PREP_ALLOWED determines whether the prep is actually performed – or not.

This command displays information about a variety of TSP queues. Included is:

• Name of the queue.

• Memory address of the queue.

• Current count of elements on the queue.

• Peak elements on the queue at any one time. Looking at the current and peak counts of these queues may help engineering in diagnosing certain problems.

The following is a description of the various queues.

BeepQueue

Holds stations currently being played a beep tone.

BeepTimer

Holds stations currently being played a warble tone.

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CampBusy

Holds the Campaign data structure for Campaigns that are opened. By looking at the current and peak counts, you can tell if any Campaigns are currently opened, and the most Campaigns that have been opened at any one time. If the peak is zero, then no Campaigns have ever been opened since the TSP was started.

CampClose

Holds the Campaign data structure for any Campaigns that are in the process of closing. Campaigns will not actually close until all current calls are handled.

CampIdle

Holds the Campaign data structure for idle campaigns. As Campaigns are opened, the current count should decrease for this queue.

CardExcess

Holds conferencing resources that are unavailable for use.

Chapter 5 Admin Terminal Commands

CardInuse

Hold conferencing resources that are available for use.

ComTask

Holds Protocol B messages from the adjunct. It is from this queue that the received messages will be parsed and processed. A high peak count on this queue would indicate that the TSP is too busy to process this input queue.

Conflnuse

Holds data structures associated with Conference Blocks that are currently used for Conferencing.

Dial

Calls in the process of dialing the digits of the phone number are stored here.

DialPend

Holds trunks waiting to begin the Predictive dialing process. These trunks have already been assigned a telephone number to dial, and has allocated a DSP.

DsIdle

Holds available Trunks that have been assigned for use as Digital Stations.

DspBad

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Holds DSPs that have failed. Counts on this queue normally indicate a failure on a NMS Card. However, this failure may be software- (or firmware-) related. Power cycling the TSP may restore the defective DSPs.

DspIdle

Holds any unassigned DSPs.

EventQue

Holds Simulated TSP events and dial results. Only used when the TSP is run in simulation.

Excess

This queue holds any data structures associated with TSP objects that are either not needed or outside the scope of the configuration.

InbBusy

Trunks that are connected to an inbound call are stored here.

InbIdle

McbAvail

McbInuse

Examining the “current” count will tell you the number of voice messages loaded into the TSP.

Note:

MpAvail

MpDead

Holds available trunks that have been assigned for Inbound only.

Holds available Message Control Blocks. When an Encore Voice Message is loaded, the TSP grabs a Message Control Block from this queue and assigns it to the announcement.

Holds Message Control Blocks that are in use. When an Encore Voice Message is loaded, the TSP grabs a Message Control Block from the McbAvail queue, and places it on the McbInuse queue.

Holds available Message Port Blocks. Message Port Blocks are the data structures for the DSPs used for recording or playing Encore Voice Messages.

Holds Out-of-Service DSPs used for recording or playing Encore voice messages. If the TSP fails to Play or Record on a specific DSP or otherwise indicates an error with the DSP, the data structure associated with the DSP is placed on this queue.

MpInuse

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SpyAvail

SpyBad

SpyInuse

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Holds Message Port Blocks currently in use. When an Encore Voice message is played to one or more station or trunks, it is played out of the DSP associated with the data structure on this queue. When the message play completes, the Message Port Block is placed back on the MpAvail queue.

Holds data structures associated with Conference Blocks. It is from this queue that Conference Blocks will be grabbed for use in Conferencing or Monitoring.

Holds data structures associated with Conference Blocks that have failed. An automated daily test verifies that audio paths are functioning properly. If a conference block fails, it is placed on this queue.

Holds data structures associated with Conference Blocks that are currently used for Monitoring

StInact

Inactive Stations, (those that are not logged into a Campaign) are stored here.

StWait

Holds dial requests for Adjunct Controlled Manual Dials for Stations when there is not a trunk available. When an appropriate trunk becomes available, the request will be removed from the queue and dialed. Peak counts on his queue may (but not necessarily) indicate a trunk bound system.

Talkque

Trunks that are connected are stored here. A trunk is considered connected if an Unclassified Call has completed dialing, or a Classified Call has detected voice.

Tdisabled

Holds Trunks that have been disabled. Trunks may be disabled or enabled by the disable and enable Dumb Terminal command, respectively.

Thang

Holds Trunks that have been hung-up, and are resting before being made available. The amount of time they rest is configurable in the Dialing Rules (typically four seconds).

Tied

The queue holds data structures for trunks that are connected together by the Third Party Transfer feature.

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TnAvail

Holds the available Telephone Number Blocks. The TSP is initialized with 4000 such blocks. Every telephone number that arrives at the TSP requires a Telephone Number Block to house it. Also, any station that is off-hook and not logged into a Campaign will have a Telephone Number Block to place any collected DTMF digits from the phone.

TpIdle

Holds available trunks that have been assigned for Third Party Dialing only.

Tpend

Holds Trunks waiting for acknowledgement that they have been successfully hung-up.

Trbidle[0-4]

These queues (0 through 4) hold the available trunks in each Trunk Group. It is from these queues that trunks will be grabbed for Predictive Dialing. A trunk is considered idle if it is on-hook, been through the mandatory rest time, and is not assigned to some specialized trunk queue (such as the Third Party Trunk Queue, or Digital Station Trunk Queue).

Ttry

Holds Out-of-Service Trunks. T runks on this queue will be tested periodically to see if they can be placed back in-service.

Wvoice

Calls in the process of doing Call Progress detection (voice detection) are stored here.

QMSG (qm)

This command displays information concerning the playing of Encore voice messages.

The -r flag rotates through the items on subsequent displays.

Table 5-10: QMSG Commands.

Command Description

MSG# Message number. MSG_NAME Encore Message Name. LEN Length (in seconds) of the voice message.

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Table 5-10: QMSG Commands.

Command Description

NO_PORTS Number of times there were no DSPs were available to play a voice

message. Consistent counts may indicate a shortage of Encore Ports. A TSP reconfiguration may be in order.

TRUNK QUEUE Current and Peak numb er trunks waiting for this voice message to

begin. When the message starts, it plays to all trunks simultaneously.

FLAGS Internal message flags.

0x0004 Message flagged for deletion.

0x0008 Message flagged to check if still exists. DSPS Current and Peak number of DSPs used to play this message. PLAYS

Total number of times this message was played. .

It is not a count of the number of parties that this message was

played to. Remember, a single instance of a play can be con-

nected to multiple parties

Note:

QPORT (qp)

This command will display all Encore Voice Messages currently playing, and the Stations or Trunks that are listening to the messages.

Table 5-11: QPORT Comm and.

Command Description

DSP nth DSP that is being used to play the voice message. MSG_NAME Encore Messa ge Name. This shou ld be the name of a file in the “/usr/vox”

directory or the “pmt” directory.

PORTS Stations or Trunks listening to this instance of the voice message. The Sta-

tions and Trunks are displayed as S<xxxx> or T<xxxx> where <xxxx> is the actual station or trunk number.

QUIT

Exit the Admin_Terminal

RECBITS

Displays a Record Options mask similar to the “install” and “options” masks. The appropriate bits can be modified to alter the behavior.

Example:

Enter Command-> recbits

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RecBits = 0e 0 Recording Required 1 0 = Move File. 1 = Concatenate File. 1 Record 1 Minute Snipits 1 Use Closing Threads

0 Use VCE instead of ADI 0 0 0

0 0 0 0

Recording Required

If this bit is set, then the TSP will stop dialing if any of the recording components are not operational.

0 = Move File 1 = Concatenate

Defines whether snippet files should be moved or concatenated.

Record 1 Minute Snippets

If this flag is turned off, then TSP will record a single audio file rather than 1minute snippets.

Use Closing Threads

Specifies whether a thread should be used to close audio files. This also affects TTS and should normally be set to one.

Use VCE instead of ADI

Specifies to use the alternate method for recording. Under VCE there are no buffer full events generated. However, there may be gaps between the snippet recordings. If snippets are not used, then VCE is the preferred method. If snippets are used, ADI is the preferred method.

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RECSTATE

Example

RecControl

Chapter 5 Admin Terminal Commands

This command display information about the state of the recording components.

Enter Command-> recstate

RecControl is UP RecWatch Daemon is UP RamDrive Space is OK ServerAccess is UP SharedDisk Space is OK RecControlCnt 0 RecCount Current: 0 RecCount Peak: 0 RecSuccess: 0 RecFail: 0

Displays the status of the link to the Record Management Module. This Link is tunneled through the CTI link, via the SIP Process On E2. If Protocol C recording control messages, or Heart Beats are received from the Recording Control Modules, the link is considered ‘UP’. If the TSP stops receiving Heart Beats from the Recording Control, the TSP will condiser the link is ‘Down’.

RecWatch Daemon

Displays if the daemon is UP or DOWN. The daemon is assumed to be UP if it has successfully established an IP connection to the TSP. The TSP will reject any requests for recording until RecWatch is UP.

RamDrive Space

Displays “LOW”, if the available space on the Ram Drive is below 5%. RecWatch monitors the available drive space of the RecServer and informs the TSP when it is low , and when enough space has been mad available to resume recording. If RecWatch reports low drive space, the TSP will stop recording until space is restored.

Server Access

Displays whether the RecWatch daemon can successfully access the shared drive on the RecServer. Specifically, RecW atch checks its ability to access the /home/EncWorkingData/ImportData directory on the RecServer. If RecWatch cannot access the directory, the TSP is notified, and recording stops.

SharedDisk Space

Displays “LOW”, if the available space on the shared drive of RecServer is below the configured minimum. (4 G-bytes)

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Chapter 5 Admin Terminal Commands

RecControlCnt

The Number of ‘control” messages received from the Recording Management Module RRM

RECORD (rec)

Records the specified Voice Message from the specified Station.

Syntax: record <message name> <station number>

The <message name> is the file name of the voice message (including any extension). The file will be written to the /usr/vox directory. When this command is entered, the user will hear a beep signifying it is OK to begin recording. When the user wishes to stop recording, he/she should press Enter again.

You can use the play command to ensure the voice message was recorded

If voice messages are created external to TSP, they must adhere to the TSP format of 8Khz, 8bit, and U law or A law companding.

Note:

properly. Although the filename of the voice message will be stored with a .wav extension, it should not be entered at the Admin Terminal.

Example: Record hello 23

The above command will record a voice file named hello.wav from station

23. It will be stored in the /usr/vox directory.

RLOOP

This feature is not available at this time.

Note:

SHOOK

Caution!

This command should NEVER be used on a live system. It is intended for engineering use only, or systems running in simulation.

Establishes a Remote Loopback on the specified T1 or E1 span.

Syntax: rloop <span #>

The span # is the card slot number displayed in the slots screen. Any span that is in remote loopback will have the text R_LOOP displayed at the end of the line associated with that span.

Entering the same command again will toggle the remote loopback off.

Forces a toggle of the specified station’s hook status.

Syntax: shook <station number[ or range of stations] >

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SHOW (sho)

This command displays information on a variety of components.

This command may be entered with the clear stats switch (-c), or the rotate through switch (-r), if specified below.

The following are valid show commands.

show board

Displays Board related information.

Table 5-12: show board.

Command Description

Board Board ID Number. Slot PCI Slot Number.

Chapter 5 Admin Terminal Commands

Bus Connections Number of MVIP Bus Connections for this board.

show camp

Displays Campaign related information. This command can be entered with the rotate through switch (-r).

Table 5-13: show camp.

Command Description

C# Campaign Number LG Number of Agents logged into the Campaign. WT Number of Agents waiting for calls. CN Number of Agents talking on a call. TNU Number of Telephone Numbers waiting to be dialed. HLQ Number of calls waiting for an available agent. DIALS Current calls being Dialed. TOTDL Total Dials. CONNS Total Calls connected to agents. MACHS Total Answering Machines. ABANS Total Abandoned Calls.

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Command Description

RNA’s Total Ring No Answers.

Example: show camp –a

Displays Campaign related information plus algorithm stats

command Description

C# Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents waiting for calls. CN Number of Agents talking on a call.

Table 5-13: show camp.

Ta ble 5-14: show camp –a”

TNU Number of Telephone Numbers waiting to be dialed. DIALS Current calls being Dialed. TOTDL Total Dials CONNS Total Calls connected to agents. SWT Short Term Agent Wait time. WT Long Term Agent Wait Time ARATE Current Abandon Rate.

show cause

Displays Campaign related information. This command can be entered with the clear stats switch (-c).

Table 5-15: "show cause"

command Description

Cause Cause code as a decimal number. hex Cause code as a hexadecimal number. hex Application cause code as a hexadecimal numbe r. APP_Event Application event associated with this application cause code. Count Count of occurrences of this cause code.

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show cmon

This command will display any active Client Monitors in the TSP. It will show:

• The Client ID – The Client ID the Client logged into.

• Caller ID of Client - The originating telephone number of the Client.

• State - Either waiting or monitoring.

• Station - The station the client is currently listening to.

Example

The Client that called in from 4037773434 and logged into Client ID 7777 is currently monitoring station number 5.

Enter Command-> show cmon

Client Caller ID (ANI) State Station

------ --------------- ----- ------ 7777 4037773434 monitoring 5

show dsp

Display DSP related information. This command can be entered with the rotate through switch (-r).

Table 5-16: show dsp.

Command Description

DSP DSP number and name(dspB<Board>S<stream>C< channel>) [Matrix] Internal matrix number ListenTo[Mtx] Trunk, S tation, DSP device the DSP is listening to and its matrix num-

ber. Trunk, Station and DSP are respectively displayed as T<xxxx>, S<xxxx> or D<xxxx> where <xxxx> is the actual Trunk, Station, or DSP number.

Queue Name of the queue the DSP is currently on.

show dstation

Displays a variety of information on Digital Stations. This command can be entered with the rotate through switch (-r).

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Chapter 5 Admin Terminal Commands

Command Description

DS# Digital Station Number. Type Type of digital station. (out = outbound) MTX Matrix number associated with this digital station. HOOK Hook state. (ON or OFF) Camp Campaign Number if logged into a campaign, otherwise 0. ListenTo[Matrix] Trunk, Station, DSP device the digital station is listening to and its

matrix number. T runk, St ation, and DSP are respectively displayed as T<xxx>, S<xxx>, D<xxx> where <xxx> is the actual Trunk, Station,or

DSP number. Queue Name of the queue the digital station is currently on. trk Trunk currently connected to. (0= no connection)

Table 5-17: show dstation.

teln Telephone Number if connected to a call.

show errors

Displays various error counts, and some statistics.

Table 5-18: show errors.

Command Description

Call Count of times an attempt to launch a call failed. CallProg Count of times an attempt to start Call Progress

detection failed. DropCall Count of times an attempt to drop a call failed. Connect Count of times an attempt to connect devices

failed. TaskFail Count of times NMS was unable to perform a DSP

operation. ZapprCnt Count of times a telemarketing zapper was

detected. TrunkErr Count of times a Dial failed for any reason . UnsolErr Count of times unexpected even ts were received. DialTMO Count of times we never detected any Call

Progress.

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Avaya CPSEE-TSP500 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Copyright

Table of Contents

Chapter 1 Overview

Introduction to This Guide

Document Conventions

Introduction to the CPSEE_TSP500

CPS_TSP500 System and Upgrades

System Capacity

Slots

Type of Cards

Ports on the Circuit Cards

Ratio of Trunk and Station Ports

Power

Slot Configuration

The CPS_TSP500 Telephony Cards

TSP System Connections

Monitor and Keyboard Connections

Agent Telephone Connections

Inbound Digital Station

Outbound Digital Station

Chapter 2 TSP User Procedures

Shutting Down The CPSEE_TSP500

Rebooting the CPSEE_TSP500

Starting and Stopping The CPSEE_TSP500

Starting The TSP From The menu

To Exit the Admin_Terminal

To Stop the CPSEE_TSP500

Auto Booting the TSP

Activating Auto Booting

Disable Auto Booting

Setting the Time/Date on the TSP

Chapter 3 Starting/Configuring TSP500

Logging Into TSP

The Main Menu

Quit

Activating the CPSEE_TSP500

Admin Terminal

The TSP Configuration Menu

Accessing the Dialing Rules

Modifying the ISDN Configuration

Configuring the Syslog

Select System Tools

View the Trunks File

Write Configuration to Archive

Chapter 4 Features and Enhancement s

Introduction

Restarting Protocols

Graceful Campaign Close

Integrated Recording Feature

Agentless Campaign - Feature

Transferring a Call off of the TSP

Text-To-Speech (TTS) Messages - Feature

Caller ID Name - Feature

Example

Example

Collect DTMF Digits - Feature

Personnel Ring Back - Feature

Trunk Features and Enhancements

New Trunk Utilization files - Feature

Trunk Bound Alerts Sent to the SysLogger

Billing Codes - Feature

User Data Features and Enhancements

Sending User Data over ISDN - Feature

Support for ISDN protocol DMS250 - Feature

New Country - Feature

Monitoring Features and Enhancements

Silent Coaching - Feature

Client Monitoring for Conferences -Enhancement

Client Monitoring for Outbound Remote St ations-Feature

Restricted Monitors - Enhancement

Decibel Level Adjustment - Feature

Dialing Features and Enhancements

Unrestricted Manual Dial - Feature

Digital Station Dials - Enhancement

Redials of Incompletes - Feature

Answering Machine Enhancements