SMB8000 Interactive Voice Response INSTALLATION AND SETUP MANUAL

Transcription

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3 SMB8000 Interactive Voice Response INSTALLATION AND SETUP MANUAL INT-2043 (GEN) Issue 1.0

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5 Contents of this manual are subject to change without prior notice at the discretion of NEC Unified Solutions, Inc. This document has been prepared for the use of employees and customers of NEC Unified Solutions, Inc. and may not be reproduced without prior written approval of NEC Unified Solutions, Inc. Windows is a trademark of Microsoft Corporation. Copyright 2009 NEC Infrontia, Inc N. State Highway 161 Irving, TX Technology Development

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7 Table of Contents Chapter 1 Installing and Programming IVR Section 1 Section 2 Description IVR Features Section 3 Installing the CD-PVAA Section 4 Loading the Service Package Section 5 Configuring IVR Section 6 Indicators, Switches and Connectors Switches Connectors Environmental Conditions Section 7 Installing the Interactive Voice Response (IVR) Application System Requirements Installation Precautions Application Installation Upgrading the IVR Application Section 8 Programming using the Multiline Telephone on SV Programming Using the Multiline Telephone on SV Section 9 Configuring the Interactive Voice Response Application Section 10 Configuring the PC IVR Installation and Setup Manual i

8 Issue 1.0 SMB8000 Chapter 2 Configuring IVR Section 1 General Description Section 2 IVR Configuration Procedure To Load the Script To Configure the Scripts and the Ports To Reset the Card Chapter 3 Glossary ii Table of Contents

9 List of Figures Figure 1-1 CD-PVAA Login Screen Figure 1-2 Welcome Screen Figure 1-3 Message Screen Figure 1-4 CD-PVAA Blade Figure 1-5 Selecting Control Panel Figure 1-6 Control Panel Screen Figure 1-7 Network Connections Screen Figure 1-8 Local Area Connection Status Screen Figure 1-9 Local Area Connection Properties Screen Figure 1-10 Internet Protocol (TCP/IP) Properties Screen Figure 2-1 Remote Client Screen Figure 2-2 Specify Host Screen Figure 2-3 Remote Client Screen Figure 2-4 File Management Screen Figure 2-5 Placing File in Location Figure 2-6 Zeus Management Console Figure 2-7 Port Configurations Screen Figure 2-8 Port Configuration Screen Figure 2-9 Entering Script Name and Number of Ports Figure 2-10 Record of Script Screen Figure 2-11 System Settings Screen Figure 2-12 Resetting Card Screen IVR Installation and Setup Manual iii

10 Issue 1.0 SMB8000 THIS PAGE INTENTIONALLY LEFT BLANK iv List of Figures

11 List of Tables Table 1-1 Network Settings for TCP/IP Addressing Table 3-1 Glossary of Terms IVR Installation and Setup Manual v

12 Issue 1.0 SMB8000 THIS PAGE INTENTIONALLY LEFT BLANK vi List of Tables

13 Installing and Programming IVR SECTION 1 SECTION 2 DESCRIPTION IVR is an Interactive Voice Response system that can be used as a man-machine interface unit. The IVR plays prompts, guiding a caller to make selections of different available choices using a touchtone telephone key pad (DTMF tones). The IVR's flexibility gives users the ability to program the prompts to guide the caller by using a scripting language. These scripts can be generated either manually or by a supplied IVR Visual Editor. The scripts can gain access to any Open Database Connectivity (ODBC) compliant database, using simple Structured Query Language SQL ( ) commands. The databases can either be present on the CD-PVAA or on a separate database server. When the database is located on a separate server, the IVR accesses such a database using ODBC connections over the Ethernet network. Examples of IVR applications include access to automated banking, order tracking, reminder generators, etc. CD-PVAA with the IVR application is a blade with 8-or 16-voice communication ports, dependent on the number of registered license. It can be installed in any interface slot in the SMB8000 system. IVR FEATURES 1Installing and Programming IVR Features Include: Inbound Calling Create menus View reports Access to more customer databases Enhanced scripting options Enhanced XML interfaces Time-of-day and day-of-week-based transfers Complete tracking of caller navigation IVR Installation and Setup Manual 1-1

14 Issue 1.0 SMB8000 Screen pops on LAN connected PC Outbound Calling Web-based Management Define callout schedules Assign priorities based on type of call Reports call log, call results, statistics Definable dialing plans Survey package Flexible Calling Call individual telephone numbers Call a list of telephone numbers Option to stop calling when acknowledged Import CSV files via the web Reminders and notifications SECTION 3 INSTALLING THE CD-PVAA The CD-PVAA blade provides the hardware platform for providing connectivity for the system. By default, this blade is shipped from NEC with platform support (factory default) firmware. A functional firmware is loaded as part of the installation to support the desired functionality. In this document, the procedure for loading a CompactFlash (CF) into the CD-PVAA is provided. The same procedure applies for any other applications (e.g., IVR). Verify Service Package prior to installing the application. Access to this website requires login privileges. SECTION 4 LOADING THE SERVICE PACKAGE 1. Ensure the Compact flash is removed. Insert the blade in any interface slot in the chassis. 2. The blade Default IP Address is: Set your PC so that it is statically assigned an IP address of xx with a subnet mask of to ensure it is in the same network as the CD-PVAA blade. 3. Point the Internet Explorer (Version 5 or higher) on the PC to by entering this address in the navigation bar. The Internet Explorer must not use any Proxy settings. 1-2 Installing and Programming IVR

15 SMB8000 Issue Login using the following information: Default Login ID = admin (lowercase) Default Password = password (lowercase) Figure 1-1 CD-PVAA Login Screen 5. Upload the CD-PVAA blade Service Package. Select Upload. This firmware is provided by NEC and must be stored on your local PC prior to firmware upload. Figure 1-2 Welcome Screen IVR Installation and Setup Manual 1-3

16 Issue 1.0 SMB The service package upload process begins when the screen below is displayed. The service package takes 3 ~ 5 minutes to update. You are required to log back in after update. Figure 1-3 Message Screen 7. You can now remove the CD-PVAA blade and re-insert the Application (CompactFlash) 8. Each CompactFlash application package behaves differently in functional mode. So, consult the documentation provided with each application prior to installing the compact flash. SECTION 5 CONFIGURING IVR The CD-PVAA, with the basic package installed, is designed for the SV8100 system. The canned IVR application should be downloaded from the NEC professional website and installed. Please refer to 7.3 Application Installation on page Installing and Programming IVR

17 SMB8000 Issue 1.0 SECTION 6 INDICATORS, SWITCHES AND CONNECTORS Figure 1-4 CD-PVAA Blade shows LED and switch locations. Figure 1-4 CD-PVAA Blade 6.1 Switches The Interactive Voice Response Application has the following switches. DIP Switch SW1 Reserved for future use. RESET Switch SW3 IVR Installation and Setup Manual 1-5

18 Issue 1.0 SMB Connectors Ethernet Connector The Interactive Voice Response Application has a single 10/100 MPS Ethernet connector. The port has Auto-MDIX (Auto-Medium Dependent Interface Crossover ) giving users the ability use either a straight-through Ethernet cable or a crossover Ethernet cable. A crossover cable is not required for direct connection to a PC. The Ethernet Interface setting allows for manual configuration of the Ethernet port mode/speed from the Web Interface. This can be set to operate in the following port speed and duplex mode: 10MB/Full Duplex, 10MB/Half Duplex,100MB/Half Duplex,100MB Full Duplex, Auto-Negotiate. Serial Connector A 10-pin header (J2) provides access to a serial terminal on the Interactive Voice Response Application. The serial connector is used for debug operations only. 6.3 Environmental Conditions The following environmental conditions apply for the CNF module operation: Operating Temperature: +32 to 104 F (0 to 40 C) Operating Humidity: 10% to 90% (non-condensing) SECTION 7 INSTALLING THE INTERACTIVE VOICE RESPONSE (IVR) APPLICATION 7.1 System Requirements The Interactive Voice Response Application is a hot-swappable blade that can be installed in any slot in an SV8100. It is recognized by the system as a PVA-IVR blade. This feature added with Version The Ethernet connector can use a Category 5 (CAT5) unshielded twisted pair (UTP) cable to connect to an Ethernet hub or switch within the customer premises. The following steps can be taken to install the Interactive Voice Response Application. 1-6 Installing and Programming IVR

19 SMB8000 Issue License CD-CP00-US for PVA-IVR Ports. 2. Using telephone programming only, set the following programs (This must be done via telephone programming): a. PRG : For the slot the PVA-IVR blade will be installed in set ID01 license code b. PRG : For the slot the PVA-IVR blade will be installed in set ID01 license num to the number of PVA-IVR ports licensed in step 1. c. PRG : For the slot the PVA-IVR blade will be installed in set the IP Address. d. PRG : For the slot the PVA-IVR blade will be installed in set the subnet mask. 3. Insert the IVR Application (CompactFlash) into position J6 of the CD-PVAA blade. 4. Place the Interactive Voice Response Application in the desired slot in the chassis. and wait for it to finish booting. This could take several minutes. 5. Connect the Ethernet cable coming from a hub or switch from the customer premises to the connector on the Interactive Voice Response Application. Verify that the link light is on green. At this point, the Interactive Voice Response Application is physically accessible. Please refer to Configuring IVR to configure the Interactive Voice Response Application. 7.2 Installation Precautions When installing the blade, observe the following precautions to avoid damage to hardware due to static electricity or to being exposed to hazardous voltages. The blades used in this system make extensive use of CMOS technology that is very susceptible to static electricity. Static discharge must be avoided when handling blades. Always use the following precautions. Wear a grounded wrist strip anytime you handle an blade. Make all blade DIP switch and jumper setting changes before inserting the blade in the chassis. Carry blade in a conductive polyethylene bag to prevent static electricity damage. IVR Installation and Setup Manual 1-7

20 Issue 1.0 SMB Application Installation The IVR canned scripts can be downloaded from the NEC portal under the professional services. The IVR application installation can be done via USB drive: 1. Build an Install Folder on the USB drive. 2. Place the IVR application package in this folder. 3. Attach the USB drive to the USB port on the CD-PVAA blade. 4. Press and hold the "RESET" button on the CD-PVAA for 5-7 seconds, and you will see it start reading the USB drive. 5. This process will take a few minutes. 6. Once the upgrade completes, the PVA-IVR blade reboots and completes the application install. Please refer to the application notes downloaded with the package for further instructions. 7.4 Upgrading the IVR Application The IVR application upgrade can be done via USB drive: 1. Build a Install Folder on the USB drive. 2. Place the IVR upgrade package file in this folder. 3. Attach the USB drive to the USB port on the CD-PVAA blade. 4. Press and hold the "RESET" button on the CD-PVAA for 5-7 seconds and you will see it start reading the USB drive. 5. This process will take a few minutes. 6. Once the upgrade completes, the PVA-IVR blade reboots and completes the upgrade. 1-8 Installing and Programming IVR

21 SMB8000 Issue 1.0 SECTION 8 PROGRAMMING USING THE MULTILINE TELEPHONE ON SV Programming Using the Multiline Telephone on SV8100 The CD-PVAA blade with the Interactive Voice Response Application can be programmed utilizing the three methods of programming on the SV8100 system; PC Pro, Web Pro and Handset Programming. License assignment in program must be done before the system recognizes the CD-PVAA blade. 1. To program the system, the CD-PVAA blade should be installed in the desired slot. 2. Programming may be done using the PCPro, WebPro application, or a multiline terminal. 3. The CD-PVAA with the Interactive Voice Response Application package installed will consume 16 ports. 4. Access the SV8100 II System Programming speaker #,, # and {system password} transfer. Consult the System Administrator for system password. 5. Access Data Program blade setup and enter the slot number of CD-PVAA blade to verify which ports are used. In the following example the CD-PVAA has been seated in slot 6: Example: Slot No 6 CNF Port 01 CH Port 33 (Extension 133) is the first port assigned to the CD-PVAA. 7. Dial extension 133 to verify the CD-PVAA blade. 8. Complete steps 1~7 for verification of the blade. Additional programs are provided to configure the hunt group: Data Program 11-07: Department Group Pilot Numbers. Use this data to designate a pilot number for the multimedia CNF ports. Data Program : Hunting Mode. Use this option to set the action taken when a call reaches the last extension in the department group. Example: 1=Circular Hunt IVR Installation and Setup Manual 1-9

22 Issue 1.0 SMB8000 Data Program : Department Group Assignment for Extension. Use this option to designate an extension to a specific department group number. Example: TEL 133 Extension Grp 5 Data Program 15-03: Single Line Telephone Basic Data Setup. Data Program : Enter option 1 for this option to allow CNF port to receive DMTF tones after the initial call setup. Example: TEL 133 Terminal Type 1: Special Data Program 15-07: Programmable Function Keys. Data Program : Used to assign certain functions to a multiline terminal line keys. Example: Assign a key as CAP Key (Code *8) plus a CAP orbit number. Example: TEL 133 Line Key 01 Cap Key 0073 Data Program 10-55: Package Network Setup. Data Program : Enter the IP Address for the Conference Applications. Consult the Network Administrator prior to assigning IP settings. Example: IP Address XXX.XXX.XXX.XXX Subnet-M Gateway XXX.XXX.XXX.XXX Data Program 10-54: License Configuration for Each Package Data program : Assigns licenses to the Conference Application on a per slot basis. For the slot the CD-PVAA blade is installed in, assign the number of licensed IVR ports. The license feature code is Example: CD-PVAA installed in slot 6 and eight IVR ports licensed on CD-CP00-US : Slot 6, ld 01, License Code : License number Installing and Programming IVR

23 SMB8000 Issue 1.0 License assignment in program must be done before the system recognizes the CD-PVAA blade. SECTION 9 CONFIGURING THE INTERACTIVE VOICE RESPONSE APPLICATION When installed with a IVR CF drive, the IVR Application comes up with the IP Address parameters assigned in programming for the slot the blade is installed in. When installed without a IVR CF drive, the IVR Application comes up with the factory default parameters shown in Table 1-1 Network Settings for TCP/IP Addressing. Table 1-1 Network Settings for TCP/IP Addressing IP Address Subnet Mask Default Gateway In this configuration, the blade cannot run in every environment. Therefore, its parameters must be defined again before it can work in your environment. Internet Explorer 6.0 or higher is recommended. The network setting example may not match your environment setting. This information totally depends on the default IP setting in Data Program Be sure to reference this memory block prior to configuring your network settings. IVR Installation and Setup Manual 1-11

24 Issue 1.0 SMB8000 SECTION 10 CONFIGURING THE PC After the IVR is installed in the chassis, the PC that is communicating with the IVR Application must be configured to recognize the IVR blade. The PC and IVR blade must be connected using a straight Ethernet cable, crossover cable, and/or a small hub. To ensure proper communication between the PC and the IVR blade, they must be attached to the same network. To configure the PC: 1. Press Start and select Control Panel from the menu. Windows XP Professional operating system is used in this example. When using a different Windows operating system, the screens may look slightly different. Figure 1-5 Selecting Control Panel 1-12 Installing and Programming IVR

25 SMB8000 Issue On the Control Panel menu, double click on Network Connections. Figure 1-6 Control Panel Screen IVR Installation and Setup Manual 1-13

26 Issue 1.0 SMB From the Network Connections screen, double click on Local Area Connection. Figure 1-7 Network Connections Screen 4. When the Local Area Connection Status screen is displayed, click the Properties button. Figure 1-8 Local Area Connection Status Screen 1-14 Installing and Programming IVR

27 SMB8000 Issue From the Local Area Connection Properties screen, select Internet Protocol (TCP/IP) and then Properties. Figure 1-9 Local Area Connection Properties Screen IVR Installation and Setup Manual 1-15

28 Issue 1.0 SMB Click on Use the following IP address. For this example, enter for the IP address and for the Subnet mask. Click OK to accept the changes. Figure 1-10 Internet Protocol (TCP/IP) Properties Screen 7. On the Local Area Connection Status screen, click Close, then close the Network Connections screen by clicking Installing and Programming IVR

29 Configuring IVR SECTION 1 GENERAL DESCRIPTION This chapter describes the procedure to configure IVR. SECTION 2 IVR CONFIGURATION PROCEDURE Load the script and the audio files. Configure the script name and the number of ports. Reboot the blade. 2.1 To Load the Script 2Configuring IVR 1. Run the Remote Client Tool. Figure 2-1 Remote Client Screen IVR Installation and Setup Manual 2-1

30 Issue 1.0 SMB Connect to the IVR. On the Change Host, enter the IP Address of the CD-PVAA card. For login: User ID: admin (lowercase) Password: admin (lowercase) Figure 2-2 Specify Host Screen 3. Click OK to connect to the CD-PVAA IVR application. 2-2 Configuring IVR

31 SMB8000 Issue Now, click on the Manage Files tab. This allows the user to get or transfer files to/from the IVR card. Figure 2-3 Remote Client Screen IVR Installation and Setup Manual 2-3

32 Issue 1.0 SMB Please select as Zeus Script to load the script files and Voice for audio files to the card. Use the directional arrows to transfer the files in the required direction. Figure 2-4 File Management Screen 2-4 Configuring IVR

33 SMB8000 Issue 1.0 Figure 2-5 Placing File in Location IVR Installation and Setup Manual 2-5

34 Issue 1.0 SMB To Configure the Scripts and the Ports 1. Login to the IVR web application with the to get the following login page. Figure 2-6 Zeus Management Console For login: User ID: ts-admin (lowercase) Password: ts-admin (lowercase) You may also change or create new user IDs later. 2-6 Configuring IVR

35 SMB8000 Issue Configure the script name and number of ports. Select the Sys Config -> Port Configurations. Figure 2-7 Port Configurations Screen This provides you the page where the configured scripts are displayed. IVR Installation and Setup Manual 2-7

36 Issue 1.0 SMB To add a new script, Click on Add. Figure 2-8 Port Configuration Screen 4. Enter the name of the script (e.g. ivrmain.txt ) with the required number of ports (8/16), and the comments to identify the script. Then press Insert record. Figure 2-9 Entering Script Name and Number of Ports 2-8 Configuring IVR

37 SMB8000 Issue 1.0 Figure 2-10 Record of Script Screen IVR Installation and Setup Manual 2-9

38 Issue 1.0 SMB To Reset the Card 1. Under Sys Config -> System Settings -> PVA. Figure 2-11 System Settings Screen 2. Check the Reset Card checkbox and click on Execute. This will reset the CD-PVAA. You must log back in to access the Web Interface. Figure 2-12 Resetting Card Screen 2-10 Configuring IVR

39 Glossary DHCP Term Terms listed in the following table are used in this manual. Table 3-1 Glossary of Terms Definition Dynamic Host Configuration Protocol provides a framework for passing configuration information to hosts on a TCP/IP network. See also IP and TCP. 3Glossary Dynamic Host Configuration Protocol Gateway Interactive Voice Response Internet Internet Protocol See DHCP. A gateway provides entrance and exit into a communications network. In technical terms, a gateway is an electronic repeater device that intercepts and steers electrical signals from one network to another. A gateway includes a signal conditioner which filters out unwanted noise and controls characters. In data networks, a gateway normally has a node on both networks to connect two otherwise incompatible networks. As an example, PC LAN users may need a gateway to gain access to a mainframe computer since the mainframe does not speak the same language (protocols) as the PCs on the LAN. In this case, a gateway on a data network performs code and protocol conversions. See also LAN, Media Gateway and Network. See IVR. The Internet is a collection of networks whose users communicate with each other. Each communication carries the address of the source and destination networks and the particular machine within the network associated with the user or host computer at each end. This address is called the IP address. See also Network and IP Address. See IP. IVR Installation and Setup Manual 3-1

40 Issue 1.0 SMB8000 Table 3-1 Glossary of Terms Term Definition IP IP Address IVR LAN Local Area Network Media Gateway The Internet Protocol (IP) is the method or protocol by which data is sent from one computer to another on the Internet. Each computer (known as a host) on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet. When data is sent or received (e.g., an or a Web page), the message is divided into little chunks called packets. Each of these packets contains both the sender's Internet address and the receiver's address. Any packet is sent first to a gateway computer that understands a small part of the Internet. The gateway computer reads the destination address and forwards the packet to an adjacent gateway that in turn reads the destination address and so forth across the Internet until one gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain. That gateway then forwards the packet directly to the computer whose address is specified. See also Gateway, Internet, IP Address and Packet. Internet Protocol Address is typically a 32-bit number that identifies each sender or receiver of information that is sent in packets across the Internet. When an HTML page is requested or an is sent, the Internet Protocol part of TCP/IP includes the sender s IP address in the message (actually, in each of the packets if more than one is required) and sends it to the IP address that is obtained by looking up the domain name in the Uniform Resource Locator that was requested or in the destination address. At the other end, the recipient can see the IP address of the Web page requestor or the e- mail sender and can respond by sending another message using the IP address it received. An IP address has two parts: the identifier of a particular network on the Internet and an identifier of the particular device (which can be a server or a workstation) within that network. On the Internet itself - that is, between the router that move packets from one point to another along the route - only the network part of the address is looked at. See also Packet, TCP and Router. Interactive Voice Response (IVR) is a software application that accepts both voice and touch-tone keypad input. The responses to the input is in the form of voice, fax and other media. Usually IVR is part of a larger application that includes a database. Local Area Network is a short distance data communications network. LANs are used to link computers and peripheral devices (such as printers) together under standard control. See also Network. See LAN. A media gateway is any device, such as a circuit switch, IP gateway, or channel bank that converts data from the format required for one type of network to the format required for another. See also Gateway. 3-2 Glossary

41 SMB8000 Issue 1.0 Table 3-1 Glossary of Terms Term Definition Network ODBC Open Database Connectivity Packet Protocol A PSTN Public Switched Telephone Network Router SQL Structured Query Language In information technology, a network is a series of points or nodes interconnected by communication paths. Networks can interconnect with other networks and contain subnetworks. Open Database Connectivity (ODBC) is an open standard application programming interface for accessing a database. By using ODBC statements in a program, files can be accessed in different databases, including Access, dbase, DB2 Excel and text. See Open Database Connectivity. A packet is the unit of data that is routed between an origin and a destination on the Internet or any other packet-switched network. Protocol A is used for automatic TCP/IP configuration to provide status and dynamic address allocation and management. See also TCP and IP. See Public Switched Telephone Network. PSTN (public switched telephone network) is the aggregation of circuit-switching telephone networks. For the IVR, the PSTN provides circuit switching that supports voice, fax and modem. When used on the Internet, a router is a device or computer software that determines the next network point to which a packet should be forwarded toward its destination. A router is connected to at least two networks and decides which direction to send each information packet based on the state of the networks to which it is connected. A router is located at any gateway (where one network meets another), including each Internet point-of-presence. A router is often included as part of a network switch. See also Gateway and Network. Refer to Structured Query Language. SQL (Structured Query Language) is a standard interactive and programming language for getting information from and for updating a database. SQL supports both ANSI and ISO standard, however, many database products support SQL with proprietary extensions to standard languages. The queries are in the form of a command language that allows users to select, insert, update and search the database. IVR Installation and Setup Manual 3-3

42 Issue 1.0 SMB8000 Table 3-1 Glossary of Terms Term Definition TCP Transport Control Protocol (TCP) is a set of rules (called protocols) that are used along with the Internet Protocol (IP) to send data in the form of message units between computers over the Internet. While IP takes care of handling the actual delivery of the data, TCP takes care of keeping track of the individual units of data (called packets) that a message is divided into for efficient routing through the Internet. TCP cannot support the real time services such as interactive video and conferencing because TCP is rather a slow protocol, requiring three-way hand shaking. See also Internet Protocol and Packet. 3-4 Glossary

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44 SMB8000 Interactive Voice Response Installation and Setup Manual NEC Unified Solutions, Inc. Issue 1.0