Avaya IVR Configuration Guide

Part No. P0994824 03

Interactive Voice Response

Installation and Configuration Guide

Interactive Voice Response Installation and Configuration Guide

recommendations in this document are believed to be acc urate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their app lications of a ny products spec ified in this doc ument. The info rmation in this document is proprietary to Nortel Networks NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windo w s NT are registered trademarks of Microsoft Co r poration. All other trademarks and registered trademarks are the property of their respective owners.

P0994824 03

Contents

Chapter 1

About Interactive Voice Response. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

What you need to know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Interactive Voice Response capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2

Installing Interacti ve Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Overview of installing Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Enabling the Interactive Voice Response software authorization code . . . . . . . . . . . . 11

Making Interactive Voice Response an automatic service . . . . . . . . . . . . . . . . . . . . . . 13

Administering several Interactive Voice Response systems . . . . . . . . . . . . . . . . . . . . 14

About Installing PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Before you install PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

To install PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Adjusting the number of voice ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Uploading Interactive Voice Response prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Installing the client database software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Databases supported on Business Communications Manager 3.0 . . . . . . . . . . . 29

Configuring host access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using PeriView to load and configure scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Dialing the Interactive Voice Response extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Assigning lines to Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Viewing or changing the system fax name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Contents 3

Chapter 3

Administering Interactive Voice Response. . . . . . . . . . . . . . . . . . . . . . . . . 39

Stopping, starting or restarting Interactive Voice Response service . . . . . . . . . . . . . . 40

Changing how Interactive Voice Response service operates after a reboot . . . . . . . . 41

Backing up and restoring Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . 42

Creating Interactive Voice Response logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Uninstalling PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Considerations for uninstalling PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Uninstalling the patch bundle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Uninstalling packages using PERIinstaller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Removing additional files and directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Removing the environment variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Removing Interactive Voice Response, XVision and JRE . . . . . . . . . . . . . . . . . . . 49

Creating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Chapter 4

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Interactive Voice Response Installation and Configuration Guide

4 Contents

P0994824 03

Chapter 1 About Interactive Voice Response

This guide leads a system administrator through installing and configuring Interactive Voice Response on a Business Communications Manager 3.0 system.

Interactive Voice Response is an automated telephony application that prompts callers with a combination of re corded menus an d prompt s, and re al-ti me d at a from databa ses. Use rs en ter d igits from their touch tone ke y pad that directs the Interactive V oice Response application to access databases and play information back to the caller.

Interactive Voice Response is a call-ha ndlin g system that frees up emplo yees to pe rform thei r jobs, and agents to make sales, rather than answer frequ ently asked questions. Interactive Voice Response, 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

• What you need to know

• Hardware an d software requirements

• Interactive Voice Response capacities

• How to get help

What you need to know

To install Interactive Voice Response you must know:

• how to log on to Unified Manager and use the Unified Manager interface. Refer to the Business Communications Manager 3.0 Programming Operati ons Guide for more information.

• how to log on to CallPi lot Manager and use the CallPilot Manager interface. Refer to the CallPilot Manager Set Up and Operation Guide for more information.

• how to use PeriView. Refer to your PeriView system documentation for more information.

• how to create shared network folders. Refer to your Windows documentation for more information.

Hardware and software requirements

To install PeriView you must have a computer that runs Windows NT with Service Pack 6.

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6 Chapter 1 About Interactive Voice Response

Interactive Voice Response capacities

Maximum simultaneous calls 24 (24 voice ports)

Maximum voice ports 32

Maximum voice ports that can be allocated to voicemail

Maximum Interactive Voice Response fax calls 2

Maximum fax ports 2

Recording time available on Business Communications Manager 3.0 for all applications (Interactive Voice Response, CallPilot and Call Center)

20 Gb disk: 325 hours

There are other restrictions that can alter the real number of Voice Ports available on a Business Communications Manager 3.0. For more information, refer to the Business Communications Manager 3.0 Programming Operations Guide, Chapter 15, Configuring the MSC Resources. Voice Ports cannot be shared between voicemail, Call Center and Interactive Voice Response.

P0994824 03

How to get help

USA and Canada

Authorized Distributors - Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/support

email:

naitas@nortelnetworks.com

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

Chapter 1 About Interactive Voice Response 7

EMEA (Europe, Middle East, Africa)

Technical Support

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

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8 Chapter 1 About Interactive Voice Response

P0994824 03

Chapter 2 Installing Interactive Voice Response

This chapter contains:

• Overview of installing Interactive Voice Response

• Enabling the Interactive Voice Response software authorization code

• Making Interactive Voice Response an automatic service

• Administering several Interactive Voice Response systems

• About Installing PeriV iew

• Before you install PeriView

• To install PeriView

• Adjusting the number of voice ports

• Uploading Interactive Voice Response prompts

• Installing the client database software

• Databases supported on Business Communications Manager 3.0

• Configuring host access

• Using PeriView to load and configure scripts

• Dialing the Interactive Voice Response extension

• Assigning lines to Interactive Voice Response

Overview of installing Interactive Voice Response

To install Interactive Voice Response you:

1 Enable the Interactive V oice Respo nse software authorization code.

Refer to “Enabling the Interactive Voice Response software authorization code” on page 11.

2 Make Interactive Voice Response an automatic service.

Refer to “Making Interactive Voice Response an automatic service” on page 13.

3 If you are going to use Interactive Voice Response in a multi-node environment, refer to

“Administering several Interactive Voice Response systems” on page 14.

4 Install PeriView on a Windows NT client PC.

Refer to “About Installing PeriView” on page 15.

5 Assign Voice Ports to Interactive Voice Response.

Refer to “Adjusting the number of voice ports” on page 25.

6 Upload the Interactive Voice Response prompts to Business Communications Manager 3.0.

Refer to “Uploading Interactive Voice Response prompts” on page 27.

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7 Install the Client Datab ase software using the appropriate m ethod if your Interactiv e Voice

Response scripts use database access. Refer to “Installing the client database software” on

page 28.

8 Configure host access if your Interactive Voice Response scripts use host access.

Refer to “Configuring host access” on page 29.

9 Use PeriView’s Applica tion Manager to load and configure the scripts.

Refer to “Using PeriView to load and configure scripts” on page 30 and see the PeriView User’s Guide for more details.

10 Verify Interactive Voice Response is working by dialing the Interactive Voice Response

extension. Refer to “Dialing the Interactive Voice Response extension” on page 35.

11 Using CallPi lot Manager, assign the li nes you want the Interactiv e Voice Response script s to

answer. Refer to “Assigning lines to Interactive Voice Response” on page 36.

12 Back up Interactive Voice Response.

Refer to “Backing up and restoring Interactive Voice Response” on page 42.

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Chapter 2 Installing Interactive Voice Response 11

Enabling the Interactive Voice Response software authorization code

You enable Interactive Voice Response by enabling the Interactive Voice Response software authorization code on the Business Communications Manager 3.0 Unified Manager.

To enable a software authorization code

1 Point your web browser to the URL http://<xxxx>:6800

where <xxxx> is the domain name or IP address of Business Communications Manager 3.0. The Business Communications Manager 3.0 Unified Manager screen appears.

2 Click the Configure button.

The Login screen appears.

3 In the User ID box type your user ID.

The default user ID is supervisor.

4 In the Password box type your password.

The default password is visor.

5 Click the Login button.

The Unified Manager screen appears.

6 Click the System key. 7 Click the Licensing heading.

The Licensing Setting screen appears.

8 On the Configuration menu click Add a Keycode.

The Applied Keycodes screen appears.

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9 In the Keycode box type the number of the Inter acti ve Voic e Res ponse s oftwar e autho rizat ion

code.

10 Click the Save button.

A message appears that says you must reboot. Do not reboot your system at this time.

11 Go to “Making Interactive Voice Response an automatic service” on page 13.

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Chapter 2 Installing Interactive Voice Response 13

Making Interactive Voice Response an automatic service

1 On Unified Manager, click the Diagnostics key. 2 Click the Service Manager heading.

The Services List screen appears.

3 In the Display Name column select Nortel Networks IVR.

4 On the Configuration menu click Modify Service.

The Services List dialog box appears.

5 From the Startup list box select Automatic. 6 Click the Save button. 7 Log off and reboot the system. Interactive Voice Response will start automatically after you

reboot.

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Administering several Interactive Voice Response systems

If you want to us e Peri View to ad minist er se veral In terac tive Voice Re sponse syste ms on diff erent Business Communications Managers, yo u must assi gn a diff erent node number to each In terac tive Voice Response system.

To change the node number

1 Log on to Unified Manager. 2 Click the Services key. 3 Click the IVR heading.

The Summary page displays the ver sion, statu s of the servic e and the server number. The node number is 1 by default. The node number can be between 1 and 5000.

4 Press the Tab key to exit from this box.

A message appears that says that the Interactive Voice Response service will be temporarily stopped.

5 Click the OK button. 6 You must next install PeriView. Go to “About Installing PeriView” on page 15.

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About Installing PeriView

PeriView is the Intera ct ive Voice Response administrat i ve cl i ent . You use PeriView to administer Interactive Voice Re sponse s cripts on Bus iness Commun ications Manager 3.0. Before yo u can use PeriView, you must install it on a client computer.

Before you install PeriView

• Make sure you install PeriView on a Windows NT PC. PeriView c an be insta lled on Wi ndows NT only.

• 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 vers ion of Perl specifically de signed to work with PeriView. You mus t remove any other versions of Perl due to potential incompatibility with PeriView.

• Quit all active applications and Nortel Networks or Periphonics services.

Chapter 2 Installing Interactive Voice Response 15

• If Windows NT Service Pack 6A is already installed on your system and you are running the Windows Desktop Update option (Active Desktop), deactivate this option. See the Windows NT online help for instru ctions. Ac tive Desktop affects color renditions in PeriView.

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To install PeriView

1. Set up the environment variables

1 Click the Windows Start button, point to Settings, point to Control Panel and click System.

The System Properties page appears.

2 Click the Environment tab.

3 In the System Variables list, select any variable.

The information for the variable is displayed in the Variable and Value boxes.

4 Delete the information th e Variable box, and type VPSHOME. 5 Delete the information in the Value box, and type the path where you want the PeriView

software to be installed.

6 Click the Set button.

The Apply button becomes available.

7 Click the Apply button. 8 In the System Variables list, select any variable.

The information for the variable is displayed in the Variable and Value boxes.

9 Delete the information th e Variable box, and type ASEHOME. 10 Delete the information in the Value box, and type %VPSHOME%\PERIase. 11 Click the Set button.

The Apply button becomes available.

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Chapter 2 Installing Interactive Voice Response 17

12 Click the Apply button. 13 In the System Variables list, select any variable.

The information for the variable is displayed in the Variable and Value boxes.

14 Delete the information th e Variable box, and type PERL5LIB . 15 Delete the information in the Value box and type %VPSHOME%\bin. 16 Click the Set button.

The Apply button becomes available.

17 Click the Apply button. 18 In the System Variables list, select any variable.

The information for the variable is displayed in the Variable and Value boxes.

19 Delete the information th e Variable box, and type MAX_REAL_VPS_NUM. 20 Delete the information in the Value box and type 5000. 21 Click the Set button.

The Apply button becomes available.

22 Click the Apply button. 23 In the System Variables list select the PATH system variable.

The information for the variable is displayed in the Variable and Value boxes.

24 Put your cursor in the Variable box and go to the end of the text string. 25 Make sure the text string ends with a semicolon. It you do not see a semicolon, type one. 26 After the semicolon, type %VPSHOME%\bin. 27 Click the Set button. 28 Click the Apply button. 29 Reboot the computer.

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