Avaya Media Processing Server System User Manual

Media Processing Server System Operator’s Guide

(Software Release 2.1)

Avaya Business Communications Manager

Release 6.0

Document Status: Standard Document Number: P0602484 Document Version: 02.07 Date: June 2010

Notices

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Warranty

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Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO T AKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ("AVAYA").

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Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Table of Contents

Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Solaris and Windows 2000 Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

HylaFAX Facsimile Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

System Operator Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

System Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

System Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Single Media Processing Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Multiple Media Processing Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Workstation Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

System Startup, Monitoring and Shutdown . . . . . . . . . . . . . . . . . . . . . . 23

TMS Startup/Shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Automatic Shutdown and Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Routine Media Processing Server Startup . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Starting/Restarting PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

System Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

MPS 500 Indicators and Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Ethernet Hub Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

MPS 1000 Indicators and Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Fan Speed Monitor Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Front Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

VRC Rear Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

TMS Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

AUDIO Monitor Jack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Ethernet Hub Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Alarm Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Statistics Data Collection and Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Logging off a Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

System Shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Command Line Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Command Line Interaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Command Line Editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Command Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Issuing Commands to a Component . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

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Foreground and Background Commands . . . . . . . . . . . . . . . . . . . . . . . 51

Online Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Status Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

The Alarm Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Status Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

System Date/Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Solaris Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

SRP Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Component Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

From the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

To Monitor Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Phone Line Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Span Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

From the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

CCM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Application Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

From the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

VMM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

MultiMedia Format (MMF) File Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

From the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Host Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Using PeriView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

System Statistics Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Voice Processing Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Application Memory Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Additional Memory Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Activating Playback MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

System Wide Playback MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Application-Specific Playback MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . 90

Assigning and Starting Application Programs . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Start and Restart Line Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Terminating and Unassigning Application Programs . . . . . . . . . . . . . . . . . . . . 97

Deactivating MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Updating or Replacing Playback MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Updating/Replacing a Playback MMF Playback File . . . . . . . . . . . . . . . . 102

Updating Elements in an Active Playback MMF File . . . . . . . . . . . . . . . . 107

Synchronizing MMF Files Across Nodes (ZAP Utility) . . . . . . . . . . . . . 110

ZAP and MMF files on the MPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

ZAP by Proxy (Using Groups) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Updating a Specific Element . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Caller Message Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Creating a File for Caller Message Recording . . . . . . . . . . . . . . . . . . . . . . 117

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Table of Contents

Activating Record MMF Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Backing up and Restoring Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Directory and File Manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Working with Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

File Listing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

File Removal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Backup Devices and Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Guidelines for Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Command Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Determining Directory Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Backup Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Backup/Restore Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Disk to Disk Backup Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Preparation for Solaris Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Configure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Backing Up with tar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Displaying the Contents of a tar Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Restoring with tar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Backing up with ufsdump . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Backing up partitions with ufsdump . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Displaying the Contents of a ufsdump Backup . . . . . . . . . . . . . . . . . . . . . . . 141

Restoring with ufsrestore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Backing Up with cp (Copy) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Backing Up and Restoring MultiMedia Elements . . . . . . . . . . . . . . . . . . . . . . 143

Backing Up and Maintaining a Mirrored System Drive . . . . . . . . . . . . . . . . . 144

Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Sample Mirrorbu Screen Output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Sample Log Output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Fault Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Isolating and Resolving Specific Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

MMF (Vocabulary) File Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . 154

File Synchronization Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Host Communication Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Telephone Line Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Application Software Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

SRP Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Printer and Modem Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Printer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Modem Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

The Administration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

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Alternate Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

MPS Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Solaris Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

System software home directory $MPSHOME (/opt/vps) . . . . . . . . . . . . . . . . 172

common . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

fmIcons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

lib . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

mpsN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

pbin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

plib . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

tmscommN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

PERI<name> . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

User-Specified Distribution Directory (usually /opt/vps) . . . . . . . . . . . . . . . . 174

packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

aseX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

brdgeX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

cmpatX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

distX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

docX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

fftX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

PERIfw . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

globlX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

hostpX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

htmlsX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

jsbX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

mpsX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

pdpX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

perlX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

plicX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

pproX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

prptX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

pstuX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

rdbX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

snmpX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

tlktX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

tmsX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

viewX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

xmlcX.X.X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Page 6 # P0602484 Ver: 2.7

Preface

Media Processing Server System Operator’s Guide

Scope

The A vaya Media Processing Server (MPS) Series System Operator’s Guide provides information and procedures related to the daily operation, monitoring, and maintenance of the Media Processing Server Series system.

Intended Audience

The audience for this manual consists of people responsible for the monitoring and maintenance of the Media Processing Server Series system. A user of this class is referred to as a system operator. System operators must be familiar with telecommunications and computer equipment, their functions, and associated terminology. In addition, they must be familiar with site-specific telephone systems, power systems, computer systems, and peripheral components such as terminals, modems, printers, etc.

This guide assumes that the Media Processing Server Series system operators have completed an on-site system briefing program as part of the initial system installation. In addition, they should be familiar with other site-specific operating procedures relating to the Media Processing Server Series that are due to specific application functions performed by that platform and with any other equipment to which the Media Processing Server Series is connected. This may include a PBX/ACD and/or a host computer system, etc.

It is further assumed that the reader is already familiar with the following publications: PeriView Reference Manual, PeriReporter User’s Guide, PeriStudio User’s Guide, and Media Processing Server Developer User’s Guide.

In addition, the following publications should be consulted, as needed: MPS System

Reference Manual, MPS Telephony Reference Manual, and MPS COMMGR Reference Manual.

Page 8 # P0602484 Ver: 2.7

How to Use This Manual

This manual uses many standard terms relating to computer system and software application functions. However, it contains some terminology that can only be explained in the context of the Media Processing Server system. Refer to the Glossary of Media Processing Server Series Terminology for definitions of product- specific terms.

It is recommended that initially , this manual be read at least once, from start to finish. Later, use the Table of Contents and Index to locate topics of interest for reference and review.

If reading the online version of this document, use cross-reference links to quickly locate related topics. <L positioned over a cross-reference link to move to the target page. Click any Table of Contents entry to move to that topic. Click on the page number of any Index entry to access that page.

To become familiar with various specialized textual references within the manual see Conventions Used in This Manual on page 12.

Preface

EFT> click once with the mouse while the pointer is

Periphonics is part of Avaya. The name Periphonics, and variations thereof, appear in this manual only where it is referred to in a product (As examples, a MPS Developer application, the PERImps package, the perirev command, etc.).

# P0602484 Ver: 2.7 Page 9

Media Processing Server System Operator’s Guide

Organization of This Manual

This manual contains separate chapters that describe one or more related tasks for the operation, monitoring, and basic maintenance of the Media Processing Server Series system. References are also provided to outside sources of more detailed information as applicable.

Chapter 1 - Introduction

This chapter discusses the general characteristics of the Media Processing Server Series system and outlines general activities performed by that system’s operator. See Introduction on page 16

Chapter 2 - System Startup, Monitoring and Shutdown

This chapter describes startup operation, system-level monitoring capabilities, and shutdown commands. Included are an overview of system hardware and PeriView activities relevant to such activities. See System Startup, Monitoring, and

Shutdown on page 24

Chapter 3 - Command Line Functions

This chapter describes interaction with the system from a command line perspective. It also discusses the basics of using the PeriView VSH Tool and the on-line documentation system. See Command Line Functions on page 46.

Chapter 4 - Status Monitoring

This chapter discusses monitoring of individual aspects of the Media Processing Server Series system. Included are instructions on using and interpreting the results of the PeriView Alarm Viewer and PeriReporter statistics tool. See Status

Monitoring on page 54

Chapter 5 - Voice Processing Applications

This chapter discusses application related prerequisites, assigning and starting applications, activating vocabularies, working with MultiMedia Format (MMF) files, and using Caller Message Recording (CMR). See Voice Processing

Applications on page 84

Page 10 # P0602484 Ver: 2.7

Chapter 6 - Backing up and Restoring Files

This chapter describes commands and procedures used for routine backup and restore operations. See Backing up and Restoring Files on page 122.

Chapter 7 - Troubleshooting

This chapter discusses how to use various monitoring functions to identify problems with system operation, their possible causes, and suggested remedial actions. See Troubleshooting on page 152.

Chapter 8 - Printer and Modem Setup

This appendix covers setup and changes to the peripheral components of the Media Processing Server Series system. See Printer and Modem Setup on page

164.

Chapter 9 - MPS Directory structure

This appendix shows the Media Processing Server Series file hierarchy and explains the intended usage and functions of various directories and associated files. See MPS Directory Structure on page 168.

Preface

# P0602484 Ver: 2.7 Page 11

Media Processing Server System Operator’s Guide

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between document elements and types of information. These conventions are summarized in the following table.

Conventions Used in This Manual

Notation Description

Normal text

important term

system command

command, condition

and alarm

file name / directory

on-screen field <KEY NAME>

Book Reference

cross reference

Normal text font is used for most of the document. The Italics font is used to introduce new terms, to highlight meaningful words or phrases, or to

distinguish specific terms from nearby text. This font indicates a system command and/or its arguments. Such keywords are to be entered

exactly as shown (i.e., users are not to fill in their own values). Command, Condition and Alarm references appear on the screen in magenta text and

reference the Command Reference Manual, the Media Processing Server Developer User’s Guide, or the Alarm Reference Manual, respectively. Refer to these documents for detailed information about

This font is used for highlighting the names of disk directories, files, and extensions for file names. It is also used to show displays on text-based screens (e.g., to show the contents of a file.)

This font is used for field labels, on-screen menu buttons, and action buttons. A term that appears within angled brackets denotes a terminal keyboard key, a telephone

keypad button, or a system mouse button. This font indicates the names of other publications referenced within the document.

A cross reference appears on the screen in blue text. Click on the cross reference to access the referenced location. A cross reference that refers to a section name accesses the first page of that section.

Commands, Conditions, and Alarms.

The Note icon identifies notes, important facts, and other keys to understanding.

The Caution icon identifies procedures or events that require special attention. The icon

a. Windows 2000 and the flying Window logo are trademarks or registered trademarks of the Microsoft Corpora-

tion.

indicates a warning that serious problems may arise if the stated instructions are improperly followed.

The flying Window icon identifies procedures or events that apply to the Windows 2000 operating system only.

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

only.

Page 12 # P0602484 Ver: 2.7

Preface

b. Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the United States and other coun-

tries.

Solaris and Windows 2000 Conventions

This manual depicts examples (command line syntax, configuration files, and screen shots) in Solaris format. In certain instances, Windows 2000-specific commands, procedures, or screen shots are shown where required. The following table lists examples of general operating system conventions to keep in mind when using this manual with either the Solaris or Window s 200 0 operating system.

Solaris Windows 2000

Environment $MPSHOME %MPSHOME% Paths $MPSHOME/common/etc %MPSHOME%\common\etc Command <command> & start /b <command>

Trademark Conventions

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

Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the United States and other countries.

Microsoft, Windows, Windows 2000, Internet Explorer, and the Flying W indows lo go are either trademarks or registered trademarks of Microsoft Corporation.

Netscape

and the Netscape N® and Ship's Wheel® logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. Netscape Navigator is also a trademark of Netscape Communications Corporation and may be registered outside the U.S.

# P0602484 Ver: 2.7 Page 13

Media Processing Server System Operator’s Guide

Copyright Information

HylaFAX Facsimile Software

Permission to use, copy, modify, distribute, and sell this software and its documentation for any purpose is hereby granted without fee, provided that (i) the above copyright notices and this permission notice appear in all copies of the software and related documentation, and (ii) the names of Sam Leffler and Silicon Graphics may not be used in any advertising or publicity relating to the software without the specific, prior written permission of Sam Leffler and Silicon Graphics.

THE SOFTWARE IS PROVIDED "AS-IS" AND WITHOUT WARRANTY OF ANY KIND, EXPRESS, IMPLIED OR OTHERWISE, INCLUDING WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

IN NO EVENT SHALL SAM LEFFLER OR SILICON GRAPHICS BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THIS SOFTWARE.

Page 14 # P0602484 Ver: 2.7

Introduction

This chapter covers:

1. Introduction

2. System Operator Tasks

3. System Terminology

4. System Configurations

Media Processing Server System Operator’s Guide

Introduction

The Avaya Media Processing Server (MPS) Series product lines consist of hardware and software for performing Interactive Voice Response (IVR) and media processing functions in call processing environments. More precisely , MPS systems integrate call processing components with speech, telephony, data communications, and transaction processing functions.

The heart of the MPS system is the Avaya Telephony Media Server (TMS), which provides high phone port densities with user flexibility, scalability, and extensibility. The basic TMS assembly provides resources for telephony media management including switching/bridging, digital signal processing, voice and data memory, and network interfaces. A variety of IVR applications are accommodated easily, from simple information delivery services to complex multimedia (voice/fax/data/web) call processing implementations with local databases, multiple services, and considerable transaction processing functions.

The MPS supports a wide variety of telephony and host computer interfaces, and easily integrates with equipment already in place at any data-processing/ communications environment. MPS systems employ industry standards and distributed processing in an open architecture, allowing plug-in integration of future technological developments. In addition, the MPS supports multiple LAN/WAN interfaces, providing an environment ready for distributed computing.

The MPS is available in the following configurations:

• Media Processing Server 100 A single rack-mounted unit for use with the Windows 2000 platform. The typical system contains two spans, but can support up to eight. It has a single Digital Communications Controller (DCC) card. Bridging outside of the TMS is not supported.

• Media Processing Server 500 The MPS 500 consists of one Telephony Media Server (TMS) which supports 8 T1/E1 spans (up to 240 ports) or comparable capacity VoIP channels. The MPS 500 is capable of providing full IVR functionality including fax, caller message recording, conferencing, speech recognition and text-to-speech (using OSCAR resource servers), SQL database access, host screen scrape access, CTI integration, and supports building and running of an application to control a given call

• Media Processing Server 1000 A cabinet-enclosed, networked configuration, available only on the Solaris platform. It supports four TMS units per chassis, with up to four chassis per cabinet. The MPS can support up to ten thousand ports with the ability to bridge between any two ports regardless of their location.

The MPS also includes a set of easy-to-use, objected-oriented, GUI tools. These tools are used for:

Page 16 # P0602484 Ver: 2.7

• Application and vocabulary development

• System configuration, control, and monitoring

• Collecting and reporting of statistical data

• Access to online documentation

The Media Processing Server Developer application development environment provides a complete graphical medium for the entire application life cycle. It also allows telephony-based applications to be ported over to Internet-based Web usage.

System Operator Tasks

The primary task of the MPS system operator is to ensure the smooth daily operation of the system. System operator tasks include:

• Keeping records and monitoring system usage and status

• Backing up and restoring system, application, and MultiMedia Format (MMF)

vocabulary/fax files

Introduction

• Manipulating applications

• Occasional shutting down and restarting of the system (in cases of power failure

or other system maintenance needs) if it fails to recover automatically

• Performing speech/vocabulary updates (as required)

• Performing initial problem analysis and service requests

• Working with Certified Avaya service personnel or others during hardware

upgrade and maintenance

To accomplish these tasks, an understanding of the fundamentals of the MPS is required. This includes knowing the terminology associated with the system and the various configurations a system can have.

Certified Avaya field service engineers normally perform the initial site preparation and system installation. The installation includes configuring appropriate system and application-execution parameters.

# P0602484 Ver: 2.7 Page 17

Media Processing Server System Operator’s Guide

System Terminology

The following is a basic presentation of the terminology associated with MPS systems. For additional information about terminology, see the Glossary of Media Processing Server Series Terminology.

Component A unit within the system that performs a particular function (see

System Configurations on page 19).

Media Processing Server (MPS)

Node A physical workstation in a Media Processi ng Server Series network. Telephony Media

Server (TMS)

Application Services Environment (ASE)

Call Control Manager (CCM)

MultiMedia Format (MMF)

PeriView The suite of tools designed to administer MPS network activity in a

Startup and Recovery Process (SRP)

An Interactive Voice Response system comprised of various components that provides telephony and call processing services between a call center and the calling community.

The main component within a MPS system. It provides most essential functions for telephony and media management. It replaces the CPS1000 used in the previous generation VPS and VPS/is systems.

The group of software processes used to develop and execute voice and media applications.

The primary interface between applications and the VOS services. It is the gateway for communication with the telephony hardware platform.

A proprietary format for storing and retrieving audio elements and/or fax data in data files. A single MMF file is physically stored as two files. The data file (.mmd extension) contains raw audio recordings, such data for voice, fax, TDD tones, etc. The index file (.mmi extension) contains the attributes and pointers that differentiate the elements in the data fil e.

GUI environment (see Toolkit on page 21).. The software process that spawns (i.e., starts up) and monitors all

other MPS processes. SRP can also be used to stop and restart these processes if they’ve been abnormally terminated.

Voice Memory Manager (VMM)

Voice Operating Software (VOS)

Voice Processing Series (VPS)

$MPSHOME The home directory environment variable, set to /opt/vps by

A VOS software subcomponent that provides audio and media management services within the VOS.

The main software processes that provide the lower-level operating functions of the MPS system.

The predecessor product to the MPS. By design, a number of the MPS path names, software processes, environment variables, and file fields use the term VPS. This terminology is functionally equivalent to MPS nomenclature. In other words, wherever file or software names show the term VPS, it is relevant to the MPS.

default. This directory contains the operating system software, subdirectories for the various installed software packages subdirectory, symbolic links to these packages, and other software necessary for MPS operations. For more information, (see System

software home directory $MPSHOME (/opt/vps) on page 172).

Page 18 # P0602484 Ver: 2.7

System Configurations

A MPS system setup can be a single MPS or contain multiple networked MPS systems. PeriView Workstations can be added, as needed, to allow monitoring of the system from remote locations. The MPS also supports functions between systems with different operating system releases.

Single Media Processing Server

Introduction

A Media Processing Server node is the basic building block of a MPS network. A single MPS component consists of the TMS hardware, and ASE and VOS

MPS

Node A

(Solaris node)

software groups running on a Solaris node. (A node is a physical workstation in the MPS network.)

The single MPS configuration is intended for environments with low to moderately high call volumes.

MPS 1

ASE VOS

This system is monitored directly by PeriView. Generated statistics are available via PeriReporter.

TMS

Each workstation in a MPS network is identified by a node name. In the above diagram, it is shown as “Node A.” Each MPS component is identified by a unique component number. In the diagram, it is shown as “MPS 1.” A component number must be unique across all nodes. The convention for naming MPS network components is component_type.component_number/node_name. Thus, “mps.1/A” is the designation of the MPS in this diagram,

# P0602484 Ver: 2.7 Page 19

Media Processing Server System Operator’s Guide

Multiple Media Processing Servers

In a Media Processing Server Series network, each MPS can process calls only on its own phone lines. Networking the systems increases the total number of available phone lines, permits flexibility in assigning different types of applications to particular segments of the network, and allows component monitoring from multiple nodes.

The following diagram illustrates the basic concepts of a MPS network. Although networks can have a different components in various configurations, for illustration purposes, this example shows a two-node Media Processing Server Series network.

PeriV iew tools reside on every

Media Processing Server Series Network

node. However, PeriReporter tools resides only on the statistics node (shown as node “B” in this diagram). The nodes are networked (either on a LAN or WAN) thus allowing statistics collected from node

MPS

Node A

(PeriView)

MPS 1

PeriReporter Tools)

MPS

Node B

(PeriView &

MPS 2

“A” to be consolidated on node “B” (along with the statistics from node “B”). Also, either

ASE VOS

node can be monitored through the other node’s PeriView tools. (For more information about PeriReporter Tools, see the

TMS

PeriReporter User’s Guide.)

The example shows each MPS node identified by a node name (“A” and “B”) and each MPS component identified by a unique number (“1” and “2”). Thus, “mps.1/A” and “mps.2/B” are the designations of the MPS systems in this network.

Page 20 # P0602484 Ver: 2.7

Introduction

PeriView

Toolkit

PeriView is a suite of GUI tools designed to administer Media Processing Server Series network activity.

PeriView performs the following various functions:

• Defines the Media Processing Server Series network as a hierarchy of entities and

designate network perspectives from which to manipulate and v iew network activity.

• Launch PeriView tools to configure user accounts and privileges, manage

applications, monitor phone lines, view and log alarms, and monitor system activity.

• Customize operations by selecting and specifying PeriView properties.

See the PeriView Reference Manual for detailed information about PeriView.

Workstation Node

A PeriV iew Workstation node is a management resource for remote monitoring of the

# P0602484 Ver: 2.7 Page 21

Media Processing Server System Operator’s Guide

MPS systems in the network. A PeriView node does not have MPS components. It contains only the software necessary to run the PeriView GUI tools, but none of the software or hardware needed for telephony functions. A PeriView Workstation can be physically located anywhere on a network with component-based nodes.

Media Processing Server Series Network — with Media

Processing Server and PeriView Workstation

PeriView Workstation

LAN

MPS

Node A

MPS

Node B

PeriReporter

Tools

MPS 1

ASE VOS

TMS

MPS 2

ASE VOS

TMS

In this example configuration, PeriView can be launched from any node in the network. PeriReporter tools, however, can only be used only on node “B.” The PeriView Workstation can be used to monitor both nodes, but statistics reports can only be generated through PeriReporter on node “B.” If desired, the PeriView Workstation could also be designated as the statistics node.

The PeriView Workstation node does not normally appear in the on-screen PeriView workspace. To obtain a visual representation of this node, it has to be added to the

.xtrahostsrc file. For information about this file, see the PeriView Reference Manual.

Page 22 # P0602484 Ver: 2.7

System Startup,

Monitoring and

Shutdown

This chapter covers:

1. TMS Startup/Shutdown

2. System Monitoring

3. Logging off a Node

4. System Shutdown

Media Processing Server System Operator’s Guide

System Startup, Monitoring, and Shutdown

Occasionally, the Avaya Media Processing Server Series has to be shut down and restarted for maintenance or to recover from a power failure. Also, the TMS might occasionally require recycling, which can be done without having to stop the entire system. The following sections contain details on these procedures, as well as those for overall system monitoring. There are three ways to monitor the system: indicators and controls, the Alarm Viewer, and PeriReporter.

Page 24 # P0602484 Ver: 2.7

TMS Startup/Shutdown

Power to the TMS can be applied or removed either manually via a switch on the unit or by issuing system commands. Refer to the following table to determine the best method to use in a given situation. (see Alarm Viewer on page 39).,for information on using the Alarm Viewer as cited below and refer to the Alarm Reference Manual for detailed description of the Alarm conditions.

Command/Function Use to... Why?

System Startup, Monitoring and Shutdown

TEST / ON / OFF switch located on the Front Control Panel (FCP, see page 18) or Variable Resource Chassis (VRC) Rear Panel (see page 19).

S20vps.startup start

(preferred command)

S20vps.startup stop

(preferred command)

Manually turn power to the TMS on or off

Start SRP (including VOS) and TMS hardware “gracefully” (that is, through the most efficient means as determined by Avaya)

Stop SRP (including VOS) and TMS hardware “gracefully” (that is, through the most efficient means as determined by Avaya)

Use when completely shutting down system or performing service on the TMS (see (see System

Shutdown on page 41). and to

reapply power when finished with these steps.

Use after the stop option (see below) has been invoked, or to restart the TMS if its startup terminated abnormally (use the Alarm Viewer to check for causes)

Use when performing maintenance on the system that requires all Media Processing Server Series processes or the TMS to be down (for example, modifying the Media Processing Server Series network), or to stop Media Processing Server Series processes and the TMS if their startup terminated abnormally (use the Alarm Viewer to check for causes)

srp vos.# -stop Stop VOS processes and

TMS

srp vos.# -start Start VOS processes and

TMS

srp vos.# -restart Stop and then restart the

VOS and TMS. Can be used as an alternative to the

-stop and -start commands

Use if VOS processes have crashed or recycled during an attempt to load the TMS. Use the Alarm Viewer to check for causes.

Use to start the VOS and TMS after having issued the

-stop option (see above). Use for same reasons as the

previous two commands when there is no need to see the relevant alarms.

# P0602484 Ver: 2.7 Page 25

Media Processing Server System Operator’s Guide

a. In these examples, # represents the Media Processing Server with which the TMS is

associated.

Page 26 # P0602484 Ver: 2.7

System Startup, Monitoring and Shutdown

Automatic Shutdown and Restart

If the TMS Configuration and Alarm Daemon (TCAD) detects a CONFIG or SHUTDOWN state when TMS is started, it shuts down and restarts the TMS hardware. All VOS processes return to the stage in the startup sequence where attempts are made to establish connections to the hardware ports.

State Indication Cause Status

CONFIG Another VOS is

loading the TMS

VOS crashed/ recycled while attempting a prior configuration

SHUTDOWN TMS was stopped/

shut down manually

Severe configuration error

Interruption of normal loading processes due to an unexpected condition within the system (i.e. software or hardware fault, or loss of power)

Operator issued a command line order

Contact Certified Avaya support personnel immediately

TMS is in an unknown configuration since prior commands may not have completed successfully

Hardware is detected in an unexpected state by TCAD when system is still up and running

Alarms are generated after TCAD successful corrects error conditions to signify that such actions have occurred. Use the PeriView Alarm Viewer to examine these alarms (see Alarm V iewer on page 39).) and refer to the Alarm Refer ence Manual for detailed description of the Alarm conditions.

# P0602484 Ver: 2.7 Page 27

Media Processing Server System Operator’s Guide

Routine Media Processing Server Startup

Media Processing Server configuration files automate the routine startup of each system in the Media Processing Server Series network. During on-site installation, Avaya staff customize these configuration files for each system. These configuration files are used to:

• activate application programs

• activate MultiMedia Format (MMF) (vocabulary) files

• configure host interaction

• configure the default startup environment

How to ... Perform a Media Processing Server Startup

1. On each Media Processing Server, turn the main power switch on.

2. Power up each TMS. For locations of their power switches, see (see Front Control Panel

on page 35). and (see VRC Rear Panel on page 36)..

3. Return to the node that acts as the PeriView Workstation. The system automatically starts a monitoring Alarm Viewer in which it displays startup messages.

4. Enter the login name and select Session from the Options

menu button. Select either Common Desktop Environment (CDE) or OpenWindows Desktop from the pulldown menu.

This is the desktop environment. At the next time log in, the desktop defaults to the previous selection (as indicated by the red dot at User’s Last Desktop). The default login name is peri. The name of the node to log into (in this example MPS) appears in the “Welcome” prompt.

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System Startup, Monitoring and Shutdown

5. Click the OK button (or press <R

ETURN>), then enter the pass-

word and repeat.

The default password is peri;). The selected desktop environment should now be displayed.

The initial Alarm Viewer becomes iconified and a cmdtool window opens. The menu buttons on this startup Alarm Viewer are inactive.

To view alarms after startup, launch a separate Alarm V iewer (see Alarm

Viewer on page 39)..

6. Wait for each Media Processing Server to boot up. Use the Alarm

Viewer to watch the system load vocabularies, start processes, and initialize the TMS on each one. After several minutes, each unit generates a “Media Processing Server UP” alarm.

7. Start PeriView. (see Starting/Restarting PeriView on page 30)..

Configuration files load all the necessary software. After startup, the Media Processing Server is ready for call processing.

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Media Processing Server System Operator’s Guide

Starting/Restarting PeriView

PeriView is used to complete system startup and interact with the Media Processing Server.

If PeriView is exited for any reason, it can be restarted without rebooting the system.

How to ... Start/Restart PeriView

1. <RIGHT> click the desktop to display the Workspace menu.

2. <R

3. From the Avaya menu, select PeriView....

The system displays the PeriView Login screen.

IGHT> click *Avaya* in the Workspace pop-up menu.

This menu is user-defined and its contents may vary. To define the items on this menu, and which ones can otherwise be launched from a command line, edit the .openwin-menu-avaya file for the OpenWindows Desktop or the .dt/dtwmrc file for CDE, using any textbased editor. These files are typically found in a user’s /home directory.

PeriView can also be started by entering periview & at any command line. A cmdtool window opens upon initialization of the system (see Routine Media

Processing Server Startup on page 28).).

System Monitoring

MPS 500 Indicators and Controls

Front Panel The chassis front panel contains no controls, connectors or visible indicators.

TMS Front Panel In addition to front panel indicators, the system components have internal indicators

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