Avaya PeriProducer for the BCM Platform User Manual
PeriProducer for the Business
Communications Manager
(BCM) Platform
Publication#:
Document Release:
Release Date:
N0059775
1.0
July 14, 2006
Important Notice
Nortel reserves the right to make changes in the contents of this publication including
functions and specifications identified herein without notice.
The material contained in this document is intended for Nortel personnel and licensed
customers with a non-disclosure agreement or standard contract.
In the absence of a written agreement to the contrary, Nortel assumes no liability for
applications assistance, customer's product/application/concepts, or infringements of
patents or copyrights of third parties arising from the use of systems and architectures
described herein. Nor does Nortel warrant or represent that any license, either
expressed or implied, is granted under any patent right, copyright, or other
combination of technology, architecture, or software as might be or is already in use.
This document should not be reproduced, disseminated, or otherwise disclosed
without prior written consent from a Nortel officer.
This document has been copyrighted by Nortel and may not be duplicated.
Copyright © 2006 Nortel Networks. All Rights Reserved
Revision History
July 2006 Standard 1.0
Revision History
# N0059775 Ver: 1.0 Nortel Confidential Page 3
PeriProducer for the BCM Platform
Page 4 Nortel Confidential # N0059775 Ver: 1.0
Table of Contents
Table of Contents
Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Finding the latest updates on the Nortel Web site . . . . . . . . . 8
Getting Help from the Nortel Web site. . . . . . . . . . . . . . . . . . 8
Getting Help over the phone from a Nortel Solutions Center 9
Getting Help from a specialist by using an Express Routing
Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting Help through a Nortel distributor or reseller . . . . . . . 9
How to Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . . 11
Solaris and Windows Conventions . . . . . . . . . . . . . . . . . . . . . . . 12
Two-Button (Windows) vs. Three-Button (Solaris) Mouse . 13
Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Introduction to the BCM - IVR Integration . . . . . . . . . . . . 15
The Business Communications Manager (BCM) - Interactive Voice
Response (IVR) Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
What functionality does IVR integration add to the BCM? . 16
Accessing complete documentation for BCM . . . . . . . . . . . . . . . 17
Documentation Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
BCM and the Voice File System (VFS) . . . . . . . . . . . . . . . . . 19
The BCM Voice File System (VFS) . . . . . . . . . . . . . . . . . . . . . . 20
Convert MMF Files to VFS Phrase Files using the MMF2VFS
command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
MMF2VFS Command Line Examples . . . . . . . . . . . . . . . . . 22
Removing VFS Files from the VFS Files System . . . . . . . . 23
VFSRM Command Line Examples . . . . . . . . . . . . . . . . . . . 24
Correlating Data in mmfxref.dat to the Voice File System . 24
VFSLS Command Line Examples . . . . . . . . . . . . . . . . . . . . 25
Deleting Cabinets from the Voice File System . . . . . . . . . . 26
VFSLS Command Line Examples . . . . . . . . . . . . . . . . . . . . 26
Working with PeriProducer Blocks for BCM . . . . . . . . . . . 27
PeriProducer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
PeriProducer Blocks Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Variations in Block Functionality. . . . . . . . . . . . . . . . . . . . . 28
# N0059775 Ver: 1.0 Nortel Confidential Page 5
PeriProducer for the BCM Platform
New Blocks for PeriProducer 3.00 . . . . . . . . . . . . . . . . . . . . 28
PeriProducer Blocks for the BCM Environment . . . . . . . . . 29
BCM-IVR 2.1 PeriProducer Toolkit . . . . . . . . . . . . . . . . . . . . . . 29
BCM-IVR 2.1 PeriProducer Toolkit Feature Extensions . . . 29
BCM-IVR 2.1 PeriProducer Toolkit Blocks. . . . . . . . . . . . . 32
Set Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Get Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Park Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Check Park Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Begin Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
End Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Variations in Functionality of Standard PeriProducer Blocks . . . 41
Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Phone Op . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Transferring calls internally . . . . . . . . . . . . . . . . . . . . . . . . . 46
Read . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Receive Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Select . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Send Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Speak . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Environments Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Environments Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Application and System Environment . . . . . . . . . . . . . . . . . . . . . 56
Host Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Generic Environment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
VENGINE Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Resources Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
About Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Supported Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Page 6 Nortel Confidential # N0059775 Ver: 1.0
Preface
PeriProducer for the BCM Platform
Scope
Business Communications Manager (BCM) is a communications platform that
delivers voice processing, business telephony applications, and data networking
services. To extend these capabilities, Nortel integrated existing Interactive Voice
Recognition (IVR) software to run on the BCM platform.
The PeriProducer for the Business Communications Manager Platform manual
explains variances in PeriProducer functionality when it is integrated with BCM. It is
not meant to replace the PeriProducer User’s Guide; it is meant only to be used as a
supplement to it.
For further information on BCM, see the BCM documentation.
Intended Audience
To use this guide effectively, users should complete an on-site system familiarization
training program conducted as part of the initial system installation. In addition, they
should be familiar with other site-specific operating procedures relating to the
Business Communication Manager (BCM) due to specific BCM application functions
or any other equipment to which the BCM may be connected. Basic knowledge of
operating systems software is also assumed.
How to Get Help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was released. To
check for updates to the latest documentation for the MPS 500 and 1000, click one of
the following links:
MPS 500 Takes you directly to the Nortel page for MPS 500 documentation at
www130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat=DOCUMENTATION&resetFilter=1&tranProduct=12605
MPS 1000 Takes you directly to the Nortel page for MPS 1000 documentation at
www130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat=DOCUMENTATION&resetFilter=1&tranProduct=11721
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical
Support web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to
address issues with Nortel products.
Page 8 Nortel Confidential # N0059775 Ver: 1.0
Preface
• download software, documentation, and product bulletins
• search the Technical Support web site and the Nortel Knowledge Base for
answers to technical issues
• sign up for automatic notification of new software and documentation for
Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you do not find the information you require on the Nortel Technical Support web
site, and have a Nortel support contract, you can also get help over the phone from a
Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following web site to obtain the phone number for
your region:
www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing
Code (ERC) to quickly route your call to a specialist in your Nortel product or service.
To locate the ERC for your product or service, go to:
www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, contact the technical support staff for that distributor or reseller.
How to Use This Manual
This manual uses many standard terms relating to computer systems, software
application functions, and the Internet. However, it contains some terminology that
can be explained only in the context of the MPS Series. Refer to the Glossary of
Nortel’s Media Processing Server Series Terminology for definitions of MPS Series
specific terms.
Read this manual from start to finish at least once. When you are familiar with the
document, you can use the Table of Contents to locate topics of interest for reference
and review.
If you are reading this document online, use the cross-reference links (shown in blue)
to quickly locate related topics. Position your cursor over the cross-reference link and
click once. Click any point in a Table of Contents entry to move to that topic. Click the
page number of any Index entry to access that topic page.
# N0059775 Ver: 1.0 Nortel Confidential Page 9
PeriProducer for the BCM Platform
Familiarize yourself with various specialized textual references within the manualsee
Conventions Used in This Manual on page 11.
Periphonics is now part of Nortel. The name Periphonics, and variations thereof,
appear in this manual only in reference to a product (for example, the PERImps
package, the perirev command, and so on).
Organization of This Manual
This manual is organized in the following way:
Chapter 1 — Introduction to the BCM - IVR Integration
Overviews the Business Communication Manager (BCM) and what functionality the
IVR integration brings to BCM. Explains how to access documentation on Helmsman.
Chapter 2 — Working with the BCM Voice File System
Describes the Voice File System (VFS), and explains how to work with file
conversion utilities.
Chapter 3 — Working with PeriProducer blocks for BCM
Describes exceptions to and variances in PeriProducer block functionality for BCM.
Chapter 4 — Environments support
Overviews environments and notes exceptions to and variances in environments
support for BCM.
Chapter 5 — Resources support
Overviews resources and notes exceptions to and variances in resources support for
BCM.
Page 10 Nortel Confidential # N0059775 Ver: 1.0
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 (Sheet 1 of 2)
Notation Description
Preface
Normal text
important term
system
command
command,
condition
and alarm
file name /
directory
on-screen field
<KEY NAME>
Book Reference
Normal text font is used for most of the document.
The Italics font introduces new terms, highlights meaningful words
or phrases, or distinguishes specific terms from nearby text.
This font indicates a system command or its arguments. Enter
such keywords exactly as shown (that is, do not fill in your own
values).
Command, Condition and Alarm references appear on the screen
in magenta text and reference the Command Reference Manual,
the MPS Developer User’s Guide, or the Alarm Reference Manual,
respectively. Refer to these documents for detailed information
Commands, Conditions, and Alarms.
about
This font highlights the names of disk directories, files, and
extensions for file names. It also shows what is displayed on a
text-based screen (for example, to show the contents of a file.)
This font indicates 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.
cross-reference
!
A cross-reference appears on the screen in blue. Click the crossreference to access the referenced location. A cross-reference that
refers to a section name accesses the first page of that section.
The Note icon identifies notes, important facts, and other keys to
understanding.
The Caution icon identifies procedures or events that require
special attention. The icon indicates a warning that serious
problems may arise if the stated instructions are not followed
implicitly.
# N0059775 Ver: 1.0 Nortel Confidential Page 11
PeriProducer for the BCM Platform
Notation Description
Conventions Used in This Manual (Sheet 2 of 2)
(1): Windows and the flying Window logo are either trademarks or registered
trademarks of Microsoft Corporation.
(2): Solaris® is a registered trademark of The Open Group in the U.S. and other
countries.
Solaris and Windows Conventions
This manual depicts examples (command line syntax, configuration files, and screen
shots) in Solaris format. Windows-specific commands, procedures, or screen shots are
shown when required. The following table lists general operating system conventions
used with either the Solaris or Windows operating system.
The flying Window icon identifies procedures or events that apply
to the Windows operating system only.
The Solaris icon identifies procedures or events that apply to the
Solaris operating system only.
(2)
(1)
Solaris Windows
Environment $PPROHOME %PPROHOME%
Paths $PPROHOME/bin %PPROHOME%\bin
Command <command> & start /b <command>
Page 12 Nortel Confidential # N0059775 Ver: 1.0
Preface
Two-Button (Windows) vs. Three-Button (Solaris) Mouse
<SELECT> Left button
<ADJUST> Left and Right
<MENU> Right button
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
other countries.
Solaris, SunOS, OpenWindows, SPARC, and UltraSPARC are trademarks or
registered trademarks of Sun Microsystems, Inc. in the United States and other
countries.
®
<SELECT> Left button
<ADJUST> Middle button
together
<MENU> Right button
and Motif® are registered trademarks of The Open Group in the U.S. and
Microsoft, MSSQL, Windows, Internet Explorer, and the Flying Windows logo are
either trademarks or registered trademarks of Microsoft Corporation.
®
Oracle
Sybase
Informix
is a registered trademark of Oracle Corporation.
™
and SYBASE™ are trademarks of Sybase, Inc. or its subsidiaries.
®
and INFORMIX® are registered trademarks of Informix Corporation or its
affiliates.
# N0059775 Ver: 1.0 Nortel Confidential Page 13
PeriProducer for the BCM Platform
Page 14 Nortel Confidential # N0059775 Ver: 1.0
Introduction to the
BCM - IVR
Integration
This chapter covers:
1. The BCM - IVR integration
2. What functionality does the
IVR integration add to the
BCM?
3. Accessing complete
documentation for BCM
PeriProducer for the BCM Platform
The Business Communications Manager (BCM) - Interactive Voice Response (IVR) Integration
Business Communication Manager 4.0 (BCM) is a fully-integrated communication
system for small businesses, government and retail networks, and enterprise branch
offices.
Interactive Voice Response is a telecommunications system that uses a prerecorded
database of voice messages to present options to a user, typically over telephone lines.
Users can input information using the keys on their touchtone phones.
The BCM 4.0 release leverages IVR functionality by integrating existing Nortel
Media Processing Server (MPS) Series IVR solution with BCM hardware.
What functionality does IVR integration add to the BCM?
The BCM 4.0 offers interactive voice response capabilities through Interactive Voice
Response 2.1 (IVR 2.1). IVR 2.1 is a suite of products that lets businesses create
applications callers can use to access information by responding to a series of prompts
through their touchtone phones.
The IVR applications are developed for the specific customer’s needs and in many
cases are integrated with databases to enable real-time queries and updates. Some
examples of IVR applications are:
• A pharmacy’s application that lets customers access their accounts,
receive real-time status on their prescription refills, and request
prescription refills.
• A bus station’s IVR application that lets customers book seats on a trip or
review projected departure times.
• A bookstore’s application that lets customers hear store hours, purchase
books, and check the delivery of an existing order.
The collection of hardware and software on which the IVR applications are created
and administered on BCMs is collectively referred to as the BCM-IVR 2.1 system.
For information on variations in PeriView, PeriReporter, and COMMGR functionality
for the BCM - IVR integration, see the BCM - IVR Integration Supplement manual.
Page 16 Nortel Confidential # N0059775 Ver: 1.0
Introduction to the BCM - IVR Integration
Accessing complete documentation for BCM
For further information on all these products, download current technical
documentation from Helmsman Express, the Nortel online documentation resource.
To access documentation:
1. Go to www.nortel.com
2. Highlight the Support & Training dropdown list on the upper half of
the browser window.
3. Click Technical Documentation.
4. Under the heading Other Resources at the bottom right of the browser,
click the Helmsman Express link.
5. If you are a registered user of Helmsman, log on. If you are not already a
registered user of Helmsman, register now by following the instructions
online.
6. In the list of Products, click the Business Communications
Manager and Norstar link, then choose the Business
Communications Manager 4.0 link.
.
Documentation Issues
Issue
Documentation currently refers to hardware as the MPS Series.
Wherever the documentation uses MPS Series, assume that this refers to the BCM,
unless otherwise noted.
# N0059775 Ver: 1.0 Nortel Confidential Page 17
PeriProducer for the BCM Platform
Page 18 Nortel Confidential # N0059775 Ver: 1.0
BCM and the
Voice File
System (VFS)
This chapter covers:
1. Elements of the Voice File
System (VFS)
2. Convert MMF files to VFS
phrase files
3. Convert VFS phrase files to
MMF files
PeriProducer for the BCM Platform
The BCM Voice File System (VFS)
Business Communication Manager (BCM) stores application voice prompts and caller
message recordings in the Voice File System (VFS). Elements of the Voice File
System are:
AcctBalPhrase
1
EnterYou rAc ctN um.mmd
YouEnteredAcctNum.mmd
IVR Cabinet
AcctBalPhrase
2
1
3
5 6
Cabinets. A cabinet acts as a directory. It
contains any number of voice files. All
prerecorded voice prompts are stored in a
cabinet called IVR. All caller message
recordings (CMRs) are stored in a cabinet
called IVR_CMR.
Phrase files. A phrase file contains any
2
number of phrases. For each multimedia
format (MMF) file, a file is created in the
IVR cabinet.
4
1
Phrases. A phrase (.ph) is a prerecorded
element that is spoken to the caller.
PhraseNumbers identify a phrase within a
file. Phrases correspond to .mmi files in
an MMF file.
Segment files. Segment files (.seg)
contain raw audio data and are used for
caller message recordings (CMRs).
Page 20 Nortel Confidential # N0059775 Ver: 1.0
BCM and the Voice File System (VFS)
Convert MMF Files to VFS Phrase Files using the MMF2VFS command
Existing MMF files must be converted in order for them to work with BCM.
You can convert existing MMF files with BCM’s Element Manager. MMF files are
converted automatically when IVR prompts are loaded in the Element Manager (see
BCM’s Interactive Voice Response Installation and Configuration Guide for
details).
The mmf2vfs command converts MMF files to VFS phrase files. Use the following
format when issuing the mmf2vfs command:
mmf2vfs [-m <mmf filename> [-f <filetype> [-c <cabinetname>] [-v
<vfsfilename>] [-e <start:end>] [-h] [-d] [-l] [-r <vfs_filename>] [-o]
These options are available with the mmf2vfs command:
Option Description Required?
-m The full pathname to the MMF file. You do not need to specify an .mmi or .mmd
extension.
-f The output file type. Use s for a .seg (segment) file or p for a .ph (phrase) file.
Omitting this option sets the file type to p.
-c The full pathname to the cabinet where you want to store the vfs file. If the
cabinet does not exist, mmf2vfs creates one. Cabinets are stored in
/var/nn/voicecti/cabinets as <cabinetname>.CAB. Omitting this
option stores the file in the IVR cabinet.
-v The full pathname to the vfs file. The vfs file takes the same name as the .mmf
file specified in the -m option. If a vfs file already exists, it is overwritten.
mmf2vfs attaches a .ph extension for phrase files and a .seg extension for
segment files.
-e The Element Access Pointer (EAP) number, or range of EAP numbers, to
convert. A single EAP can be converted to a voice segment file or to a phrase
in a phrase file. An EAP, or range of EAPs, can be converted to a vfs phrase ID
in a phrase file with phrase IDs corresponding to EAP numbers. A range of
EAPs can not be converted to individual voice segment files. Omitting this
option converts all EAPs in the MMF file to a .ph (phrase) file.
-h Displays help for all options. No
-d Turns on debug logging. No
-l Displays a report of the current contents of the mmfxref.dat file. No
Ye s
No
No
No
No
-r Removes the vfs file from the Voice File System and all references to it from
the mmfxref.dat file.
-o Enables error log output. It is used for non-interactive mode. No
No
# N0059775 Ver: 1.0 Nortel Confidential Page 21
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