Avaya Interactive Voice Response Configuration Guide
Interactive Voice Response Installation and
Configuration Guide
Avaya Business Communications Manager
Document Status: Standard
Document Number: NN40070-300
Document Version: 04.02
Date: October 2010
© 2010 Avaya Inc.
All Rights Reserved.
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Contents
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Customer service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Installing Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Overview of installing IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
IVR capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Enabling IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Administering several IVR systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Installing PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Before you install PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
PeriView 2.1 and PeriView 2.1 Consolidator installation . . . . . . . . . . . . . . . . . . . . . . . . . 16
Adjusting the number of voice ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Uploading IVR prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Installing the client database software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuring host access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Enabling the Host Communication Access keycode . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Launching an application in PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Dialing the IVR extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Assigning lines to IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Viewing or changing the system fax name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contents 3
Administering Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Stopping, starting, or restarting IVR service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Uninstalling PERI packages for BCM/IVR 1.x automatically . . . . . . . . . . . . . . . . . . . . . . . . . 57
Using IVR Basic Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Using IVR Advanced Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Using IVR Advanced Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Backing up and restoring IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
IVR logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Interactive Voice Response Installation and Configuration Guide
4 Contents
IVR guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
IVR group privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Database Access Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
VMST 3 on the Avaya BCM Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Configuring periq on the Windows Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Configuring sqlclnt on the Windows Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
NN40070-300
Chapter 1
Getting started
About this guide
This guide leads a system administrator through installing and configuring the Interactive Voice
Response (IVR) application on an Avaya Business Communications Manager (Avaya BCM)
system.
IVR is an automated telephony application that prompts callers with a combination of recorded
menus and prompts, and provides callers with real-time data from databases. Users enter digits
from their touchtone keypad that direct the IVR application to access databases and play
information back to the caller.
IVR is a call-handling system that allows employees to perform their jobs, and agents to make
sales, rather than answer frequently asked questions. IVR can distribute calls, make
announcements, and give callers access to relevant information from dynamic databases 24 hours a
day, 7 days a week. This chapter contains:
5
• About this guide
• Audience
• Acronyms
• Symbols and text conventions
• Related publications
• Customer service
Audience
This guide is intended for use by Avaya BCM Administrators and Installers who want to install
IVR on their Avaya BCM system. This guide is also intended for IVR users.
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
BCM Business Communications Manager
BRU Backup and restore utility
IVR Interactive Voice Response
Interactive Voice Response Installation and Configuration Guide
6 Chapter 1 Getting started
Table 1
Acronym Description
JRE Java Runtime Environment
MMDP MPS Manager Data Provider
Symbols and text conventions
These symbols are used to Highlight critical information for the Avaya BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
NN40070-300
Chapter 1 Getting started 7
Warning: Alerts you to remove the Avaya BCM main unit and
expansion unit power cords from the ac outlet before performing any
maintenance procedure.
These conventions and symbols are used to represent the Business Series Terminal display and
key pad.
Convention Example Used for
Word in a special font (shown in
the top line of the display)
Underlined word in capital letters
(shown in the bottom line of a two
line display telephone)
DialpadKey pad
buttonskeysDialpad buttons
Pswd:
PLAY
£
Command line prompts on display telephones.
Displaybuttonkey option. Available on two line
display telephones
directly below the option on the display to proceed.
ButtonskeysButtons you press on the dialpadkey
paddialpad to select a particular option.
. Press thebuttonkey button
These text conventions are used in this guide to indicate the information described:
Convention Description
bold Courier
text
Indicates command names and options and text that you need to enter.
Example: Use the
Example: Enter
info command.
show ip {alerts|routes}.
italic text Indicates book titles
plain Courier
text
FEATURE
HOLD
Indicates command syntax and system output (for example, prompts
and system messages).
Example:
Set Trap Monitor Filters
Indicates that you press the button with the coordinating icon on
whichever set you are using.
RELEASE
Related publications
This document refers to other related publications, which appear in the following list. To locate
specific information, you can refer to the Master Index of Avaya BCM Library.
Avaya BCM450 Administration and Security (NN40160-601)
Avaya Business Communications Manager 450 1.0 Configuration—System (NN40160-501)
Avaya Business Communications Manager 450 1.0 Configuration—Devices (NN40160-500)
Keycode Installation Guide (NN40010-301)
Interactive Voice Response Installation and Configuration Guide
8 Chapter 1 Getting started
CallPilot Manager Set Up and Operation Guide BCM450 1.0 (NN40160-304)
Media Processor Server Series COMMGR Reference Manual
Avaya BCM -IVR Integration Supplement
PeriReporter User's Guide
NN40070-300
Customer service
Visit the Avaya Web site to access the complete range of services and support that Avaya
provides. Go to www.avaya.com or go to one of the pages listed in the following sections.
Navigation
• “Getting technical documentation” on page 9
• “Getting product training” on page 9
• “Getting help from a distributor or reseller” on page 9
• “Getting technical support from the Avaya Web site” on page 9
Getting technical documentation
To download and print selected technical publications and release notes directly from the Internet,
go to www.avaya.com/support.
Chapter 1 Getting started 9
Getting product training
Ongoing product training is available. For more information or to register, you can access the Web
site at www.avaya.com/support. From this Web site, you can locate the Training contacts link on
the left-hand navigation pane.
Getting help from a distributor or reseller
If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.
Getting technical support from the Avaya Web site
The easiest and most effective way to get technical support for Avaya products is from the Avaya
Technical Support Web site at www.avaya.com/support.
Interactive Voice Response Installation and Configuration Guide
10 Chapter 1 Getting started
NN40070-300
Chapter 2
Installing Interactive Voice Response
This chapter contains the information and procedures shown in this list:
• Overview of installing IVR
— Hardware and software requirements
— IVR capacities
• Enabling IVR
• Administering several IVR systems
• Installing PeriView
— Before you install PeriView
— PeriView 2.1 and PeriView 2.1 Consolidator installation
• Adjusting the number of voice ports
• Uploading IVR prompts
• Configuring host access
11
— Enabling the Host Communication Access keycode
• Launching an application in PeriView
• Dialing the IVR extension
• Assigning lines to IVR
Overview of installing IVR
To install IVR you must know how to:
• log on to Business Element Manager and use the Business Element Manager interface
Refer to the Avaya BCM450 Administration and Security (NN40160-601) for more
information.
• log on to CallPilot Manager and use the CallPilot Manager interface
Refer to the CallPilot Manager Set Up and Operation Guide BCM450 1.0 (NN40160-304) for
more information.
•use PeriView
Refer to your PeriView system documentation for more information.
Interactive Voice Response Installation and Configuration Guide
12 Chapter 2 Installing Interactive Voice Response
Hardware and software requirements
To install PeriView you must have:
• a computer that runs Windows 2000
IVR capacities
Maximum number of simultaneous calls 24 (24 voice ports)
Maximum number of voice ports 63
Maximum number of voice ports that can be
allocated to voicemail
Maximum number of IVR fax calls 8
Maximum number of fax ports 8
Recording time available on Avaya Business
Communications Manager (Avaya BCM) for all
applications (IVR, CallPilot, and Contact Center)
63
400 hours
Note: There are other restrictions that can alter the real number of voice ports
available on an Avaya BCM. For more information, refer to the Avaya Business
Communications Manager 450 1.0 Configuration—System (NN40160-501).
Voice ports cannot be shared between voicemail, Contact Center, and IVR.
To install IVR
1 Enable the IVR software authorization code.
Refer to “Enabling IVR” on page 13.
2 If you are going to use IVR in a multinode environment, refer to “Administering several IVR
systems” on page 13.
3 Install PeriView on a Windows 2000 client PC.
4 Assign voice ports to IVR.
5 Upload IVR prompts to the Avaya BCM.
6 Configure host access if your IVR scripts use host access.
NN40070-300
Refer to “Installing PeriView” on page 15.
Refer to “Adjusting the number of voice ports” on page 24.
Refer to “Uploading IVR prompts” on page 26.
Refer to “Configuring host access” on page 28.
7 Use the PeriView Application Manager to load and configure the scripts.
Refer to “Launching an application in PeriView” on page 41 and see the PeriView User’s
Guide for more details.
8 Verify that IVR is working by dialing the IVR extension.
Refer to “Dialing the IVR extension” on page 49.
9 Use CallPilot Manager to assign the lines you want the IVR scripts to answer.
Refer to “Assigning lines to IVR” on page 49.
10 Back up IVR.
For information on how to perform backup and restore activities, refer to the Avaya BCM450
Administration and Security (NN40160-601).
Enabling IVR
To enable IVR, load an Avaya BCM keycode file and IVR-specific authorization code on the
Business Element Manager. The IVR-specific authorization code enables the number of voice
ports to be used by the IVR application to service scripts. This authorization code also enables fax
resources that can be used by IVR scripts.
Chapter 2 Installing Interactive Voice Response 13
For more information and procedures on installing the Avaya BCM keycode and IVR
authorization code, refer to the Keycode Installation Guide (NN40010-301).
Administering several IVR systems
If you want to use PeriView to administer several IVR systems on different Avaya BCMs, you
must assign a different node number to each IVR system.
To change the node number
1 Launch and log on to Business Element Manager.
The Business Element Manager opens with the Task Navigation Panel showing.
2 From the Configuration tab, open the Applications folder.
Interactive Voice Response Installation and Configuration Guide
14 Chapter 2 Installing Interactive Voice Response
3 Click IVR.
The Interactive Voice Response panel opens with the Basic Settings tab showing.
NN40070-300
Chapter 2 Installing Interactive Voice Response 15
4 In the Node field, enter a node number.
The node number is 1 by default. The node number can be between 1 and 5000.
Note: IVR restarts when you change the node number.
IVR
5 You must next install PeriView. Go to “To install BCM/IVR 2.x PeriView Consolidator”.
Installing PeriView
PeriView is the IVR administrative client. Use PeriView to administer IVR scripts on your Avaya
BCM. Before you can use PeriView, you must install it on a client computer.
Before you install PeriView
Ensure the following before you install PeriView:
• Order the Avaya BCM IVR 2.1 Management and IVR Tools CD Kit
• Make sure you install PeriView on a Windows 2000 PC. PeriView can be installed on
Windows 2000 only.
Interactive Voice Response Installation and Configuration Guide
16 Chapter 2 Installing Interactive Voice Response
• Make sure you have administrative privileges, so that you can install services and update
environment settings.
• Remove any versions of Perl currently installed on the workstation. PeriView uses a version of
Perl specifically designed to work with PeriView. You must remove any other versions of Perl
due to potential incompatibility with PeriView.
• Quit all active applications and Avaya or Periphonics services.
• If Windows 2000 is already installed on your system and you are running the Windows
Desktop Update option (Active Desktop), deactivate this option. See the Windows 2000
online Help for instructions. Active Desktop affects color renditions in PeriView.
PeriView 2.1 and PeriView 2.1 Consolidator installation
PeriView 2.1 is an integrated systems management application suite that provides full
administration and control over Avaya BCM self-service platforms. It is used by BCM/IVR 2.1
System Administrators to manipulate and view network activity and to deploy and maintain
applications in the networked environment.
PeriView Consolidator is the communications hub for BCM/IVR system administration. The
System Administrator remotely manages the BCM/IVR system by pointing any User PC web
browser to the PeriView Consolidator workstation. The PeriView Consolidator workstation
communicates with and collects data from the Avaya BCMs. The System Administrator also
administers the BCM/IVR 2.1 system directly from the PeriView Consolidator workstation.
The PeriView Consolidator Workstation runs both the Apache Web Server and MPS Manager
Data Provider (MMDP). The PeriView Consolidator MMDP communicates with MMDPs running
on the Avaya BCMs and collects information.The BCM/IVR 2.1 system is comprised of three
machines:
• User PC: A Windows-based machine (Windows XP or Windows 2000) with Internet
Explorer 6.0 or Netscape 7, and Java Runtime Environment (JRE) 1.5.0 (or higher). Neither
PeriView nor Peripdp is installed on this machine; therefore, the user manages the Avaya
BCM through browser-based PeriView.
• BCM: A machine with an NCGL operating system. JRE does not need to be installed on this
machine. Peripdp is installed on the Avaya BCM, but PeriView is not.
• PeriView Consolidator Workstation: a Windows-based machine (Windows XP or Windows
2000) with both PeriView and Peripdp installed. This machine must also be equipped with a
web server (preferably Apache) and some Peri packages.
The system administrator manages the BCM/IVR system by pointing the user PC web browser to
the PeriView Consolidator Workstation, which then communicates and collects data from the
Avaya BCMs.
NN40070-300
Chapter 2 Installing Interactive Voice Response 17
PeriView is not installed on the User PC. Rather, the User PC accesses information on the
PeriView Consolidator Workstation through a browser-based PeriView.
The PeriView Consolidator Workstation runs both the Apache Web Server and MPS Manager
Data Provider (MMDP). The PeriView Consolidator MMDP communicates with MMDPs running
on the Avaya BCMs and collects information. Information collected by PeriView Consolidator
MMDP process is sent by jar files to the user PC by the Apache Web Server.
The Avaya BCM MMDPs always run in service mode. An MMDP process in service mode will
allow another, higher level MMDP process (for example, the PeriView Consolidator) to establish a
constant and persistent connection.
By design, the User PC can only log on to the PeriView Consolidator to get a PeriView display,
not the Avaya BCM (or Avaya BCMs). This is so even if the PeriView Consolidator Workstation
and the User PC are the same machine.
Interactive Voice Response Installation and Configuration Guide
18 Chapter 2 Installing Interactive Voice Response
To install BCM/IVR 2.x PeriView Consolidator
1 From the MPS 2.1 Software, Documentation and Update CD, go to Preinstall and install the
JAVA runtime.
2 From the MPS 2.1 Software, Documentation and Update CD, start Avaya_mps2.1.
3 Accept the Agreement and click Next.
4 In the Select features screen, make sure that the PeriView Workstation is selected and click
Next.
NN40070-300
Chapter 2 Installing Interactive Voice Response 19
5 The selected features will now install. At the end of the installation, you will be prompted to
restart the Computer. Select No and click Finish.
6 From the MPS 2.1 Software, Documentation and Update CD, install any patches by
double-clicking on each files in the Patches folder.
When this window appears, patches have been successfully installed:
7 Confirm installation of PeriView and PERIpdp 2.1 from the command line by entering:
C:\>perl -S perireiv.plx outfile=STDOUT
8 In C:\Program Files\Nortel\PERIpdp\etc, back up the userdb.xml file.
9 From the BCM/IVR Toolkit CD, copy the file userdb.xml.BCM to overwrite C:\Program
Files\Nortel\PERIpdp\etc\userdb.xml.
The userdb.xml.BCM file contains the administrative plugins required for BCM/IVR
management.
10 Restart Apache and PDP services.
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20 Chapter 2 Installing Interactive Voice Response
11 Ensure PeriView Consolidator host name appears in C:\Program
Files\Nortel\PERIpdp\etc\mmdp.cfg.
12 If you are managing the BCM/IVR system from a browser located outside the local host,
change permissions in:
C:\ProgramFiles\Nortel\PERIdist\apache\conf\httpd.conf
13 From Services, restart the Apache web browser.
14 Ensure PeriView Consolidator is running by pointing the Apache web browser to the
PeriView URL http://<Consolidator IP>/PeriView/PeriView.html.
a In the UserID field, enter “Administrator”.
b In the Password field, enter “root;”.
c Verify that the Host field contains the PeriView Consolidator IP address.
d Verify that the Port field contains “9191”.
e Click OK.
You are logged on and ready to add the Avaya BCM nodes to the system.
15 Click Control Center (the button located on the far right of the Management toolbar).
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Chapter 2 Installing Interactive Voice Response 21
16 From the MPS Control Center window, select MMDP Configuration.
17 Click Add to add a data provider.
Interactive Voice Response Installation and Configuration Guide
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