Avaya Unified Communication Center Speech Access (UCC SA) Release 2.1. Getting Started Guide for Administrators

Transcription

1 Avaya Unified Communication Center Speech Access (UCC SA) Release 2.1 Getting Started Guide for Administrators August 2006

2 , Avaya Inc. All Rights Reserved, Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Avaya Web Page The world wide web home page for Avaya is: Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company s behalf). Be aware that there is a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call the Technical Service Center Toll Fraud Intervention Hotline at Providing Telecommunications Security Telecommunications security of voice, data, and/or video communications is the prevention of any type of intrusion to, that is, either unauthorized or malicious access to or use of, your company s telecommunications equipment by some party. Your company s telecommunications equipment includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, networked equipment ). An outside party is anyone who is not a corporate employee, agent, subcontractor, or working on your company s behalf. Whereas, a malicious party is Anyone, including someone who may be otherwise authorized, who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Utilization (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company, including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Your Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: Installation documents System administration documents Security documents and anti-virus patches Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your: Avaya provided telecommunications systems and their interfaces Avaya provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products Avaya does not warrant that this product is immune from or will prevent unauthorized use of telecommunication services or facilities accessed through or connected to it. Avaya is not responsible for any damages or charges that result from either unauthorized uses or from incorrect installations of the security patches that are made available from time to time. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts@avaya.com. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Industry Canada (IC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of Industry Canada. Le Présent Appareil Nomérique n émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le Industrie Canada. Trademarks All trademarks identified by and are registered trademarks or trademarks of Avaya Inc. All other trademarks are the property of their respective owners. Ordering Information Call: Avaya Publications Center Voice International Voice Fax International Fax Write: GlobalWare Solutions 200 Ward Hill Avenue Haverhill, MA USA Attn: Avaya Account Management totalware@gwsmail.com Obtaining Products To learn more about Avaya products and to order products, visit European Union Declaration of Conformity The CE mark affixed to the equipment means that it conforms to the referenced European Union (EU) Directives listed below: EMC Directive89/336/EEC Low-Voltage Directive73/23/EEC For more information on standards compliance, contact your local distributor. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language as well as information regarding support for this product, while under warranty, is available through the following Web site: Your comments are welcome. They can assist us in improving our documentation. Please address your comments to infodev@avaya.com. Document # Avaya Unified Communication Center Speech Access Release 2.1 Getting Started Guide for Administrators

3 Table of contents Getting started Introduction Duties of the UCC SA administrator UCC Speech Server Management Console UCC Speech Access User Management UCC Speech Server Reports UCC Speech Access User Preferences Newsletter Management Avaya License Manager (WebLM) Documents to inform subscribers Functions in UCC SA R August iii

4 Introduction This document contains the information that you need to begin administering UCC Speech Access (UCC SA) Release 2.1. Information presented here includes brief descriptions of your duties and the tools that you will use. Additional information is provided within each tool at the point of need in the form of embedded assistance or online Help. UCC SA does not have one consolidated administrator guide. Before installing UCC SA and performing administrative tasks, print and read the following documentation that is accessible from the UCC SA installation CD when it autoruns: Release Notes. This document provides updated information about UCC SA Release 2.1. UCC Speech Access Release 2.1 Site Preparation Guide. This document provides information on product components and pre-installation requirements. UCC Speech Access Release 2.1 Installation Guide or UCC Speech Access Release 1.2 to Release 2.1 and Release 2.0 to 2.1 Upgrade Instructions. These documents provide the information you need to install or upgrade the speech server and the Speech Access application. They also describe how to 1

5 perform some initial configuration tasks during the installation and upgrade procedures. After the product is successfully installed or upgraded, you can perform administration tasks required to manage and monitor the speech server and the Speech Access application. Duties of the UCC SA administrator See Table 1 for a description of the duties of the UCC SA administrator. Table 1. Duties of the UCC SA administrator Duties Example tasks Tools Managing system configuration Managing UCC SA subscriber accounts Monitoring system performance Add or remove servers in a Server Set. Add or remove voice messaging systems. Add or remove systems. Set up maintenance jobs. Add ASR and TTS dictionary entries based on performance analysis. Add, modify, or delete subscriber accounts. Send welcome messages with account and password information to new and upgraded subscribers. Set up newsletter delivery (for Microsoft Exchange subscribers only). Monitor the Speech Server or Server Set to ensure that it is running and communicating with other systems. Monitor UCC SA platform disk space. Manage the Speech Access database. Run system and subscriber usage reports to analyze UCC SA platform performance. UCC Speech Server Management Console (SSMC) UCC Speech Access User Management (SAUM) Newsletter Management Web application Welcome to UCC SA template What s new in the UCC SA document Speech Access User Preferences UCC Speech Server Management Console (SSMC) UCC Speech Server Reports (SSReports) System alerts 2

6 Table 1. Duties of the UCC SA administrator (continued) Duties Example tasks Tools Managing UCC SA licenses Troubleshooting problems Install the UCC SA license file. Identify the root cause for publish failure. Resolve engine failure. Avaya License Manager (WebLM) Web application UCC Speech Server Reports (SSReports) Log files Table 1 describes the administrative tools, including utilities and documents, that you use to administer and maintain the UCC SA system. These tools are listed below and are described throughout this document: UCC Speech Server Management Console (SSMC) UCC Speech Access User Management (SAUM) UCC Speech Server Reports (SSReports) UCC Speech Access User Preferences Newsletter Management Avaya License Manager (WebLM) Welcome to UCC SA template What s new in UCC SA document UCC Speech Server Management Console UCC Speech Server Management Console (SSMC) is a Microsoft Management Console-based utility from which you configure and manage the speech server and the Speech Access application. To start the console: 1. Log on to the Speech Server as a member of the local administrators group. In a multi-server configuration, you can manage the Server Set from the Server Set Controller, a Server Set Node, or through a remote Administration Station. 3

7 2. From the desktop, click: Start > Programs > Avaya UCC Speech Server > UCC Speech Server Management Console The online Help in the SSMC provides information needed to manage and maintain the speech server and the Speech Access application. You can access the complete Help system by pressing F1 within the SSMC. UCC Speech Access User Management UCC Speech Access User Management (SAUM) is a browser -based utility that allows you to perform user administration functions, such as adding or removing subscribers and updating their records. Open Internet Explorer and type one of the following URLs to start this utility: or (if your system uses Secure Socket Layer [SSL]) where server_name is the computer name of the standalone system or Server Set Controller. This utility has Help pages that provide information required to perform administrative functions. UCC Speech Server Reports UCC Speech Server Reports (SSReports) is a browser-based utility that uses Active Server Page (ASP) to view reports about user sessions. You can use these reports to monitor system activities and make tuning decisions. Open Internet Explorer and type one of the following URLs to start this utility: or (if your system uses SSL) where server_name is the computer name of the standalone system or Server Set Controller. 4

8 For descriptions of the fields on each report, click on the Help link on the Web page to access the online Help. UCC Speech Access User Preferences UCC Speech Access User Preferences is a browser-based utility that allows subscribers to change their application settings and access user documentation, using one of the following URLs: or (if your system uses SSL) where server_name is the computer name of the standalone system or Server Set Controller. Subscribers can click the Documentation tab on the User Preferences Web pages to access documentation, including: Getting started for subscribers Wallet card Command summary User s guide Newsletter archive (for Microsoft Exchange subscribers only) The documentation and the set of application settings that are available on the other tabs of the User Preferences are automatically customized according to the and voic configurations you specified for that subscriber in SAUM. After configuring a subscriber, you can click Modify User from UCC Speech Access User Management to access the customized documentation for that subscriber. Newsletter Management Newsletter Management is a browser-based utility that allows you to administer automated, periodic delivery of a series of sixteen newsletters by to all subscribers 5

9 who use Microsoft Exchange. Open Internet Explorer and type one of the following URLs to start this utility: or (if your system uses SSL) where server_name is the computer name of the standalone system or Server Set Controller. This utility has a right-pane Help system that provides information required to perform administrative functions. Complete the fields on this Web page to administer newsletter delivery by . If you enable sending newsletters by , each Exchange subscriber can choose to unsubscribe or resubscribe from/to the newsletters, using an option on the General tab of the User Preferences Web pages. An Exchange subscriber can access all of the newsletters by clicking the Newsletter Archive link on the Documentation tab of the User Preferences Web pages whether or not the Exchange subscriber receives newsletters by . Avaya License Manager (WebLM) Avaya License Manager or WebLM is a browser-based utility that allows you to install and update UCC SA licenses. To start the utility, go to: Start > Programs > Avaya License Manager Note: You can also access the utility through the SSMC or Internet Explorer. To start the utility through the SSMC: 1. Open the SSMC: Start > Programs > Avaya UCC Speech Server > UCC Speech Server Management Console 2. Expand UCC Speech Server > Configuration. 3. Click General Information. 6

10 4. Click the icon next to the UCC License Server field. The WebLM page is displayed. To start the utility through Internet Explorer, open Internet Explorer and type one of the following URLs: or (if your system uses SSL) where server_name is the computer name of the standalone system or Server Set Controller. Documents to inform subscribers Use the following Microsoft Word documents, provided in the Documentation folder on UCC SA software CD1, to help you inform new and upgraded subscribers about UCC SA Release 2.1: Welcome_to_ UCC_SA_Template.doc. This template helps you compose an that tells all subscribers about UCC SA, including how they log in by phone and how they access the User Preferences Web pages. What s_new_in_ucc_sa.doc. This document explains new functions in UCC SA Release 2.1 and how UCC SA differs from the previous release from the perspective of a subscriber. You can attach this document to the that you send to upgraded subscribers. Open Welcome_to_ UCC_SA_Template.doc and follow the instructions. 7

11 Functions in UCC SA R2.1 Table 2 describes the new functions in UCC SA R2.1 and changes in operation between UCC SA R1.2, R2.0.2, and R2.1. Table 2. New functions and changes in operation between UCC SA R1.2, R2.0.2, and R2.1 UCC SA R1.2 & R2.0.2 UCC SA R2.1 Windows 2003 server support UCC SA supports only Windows 2000 server UCC SA supports both Windows 2000 and Windows 2003 servers. UCC SA R1.2 UCC SA R2.0.2 & R2.1 UK English language support UCC SA supports only US English UCC SA supports both US English and UK English. You can now choose either US or UK English as the default for your UCC SA system. Improving publish reliability N/A UCC SA now offers a rollback functionality for the publish process. If a publish is unsuccessful, UCC SA automatically restores the backup application version for that particular server. You can also manually initiate a rollback to the previous application version for specific server. Bulk Provisioning for adding or deleting subscribers You can add or delete one subscriber at a time through the Speech Access User Management (SAUM) Web pages. With bulk provisioning, UCC SA now allows you to add or delete more than one subscriber at a time through the SAUM Web pages. You can create a text file with a specified delimiter that includes information for multiple subscribers to be added or deleted. Securing LDAP servers with Secure Socket Layer (SSL) N/A You can secure your LDAP server connection with SSL. 8

12 UCC SA Server Set support UCC SA R1.2 supports a standalone configuration that includes one Speech Server. All administration tasks are performed on the Speech Server. UCC SA R2.1 supports both a standalone system and a multi-server configuration. The multi-server configuration has two or more speech servers that are connected to form a Server Set. A Server Set consists of a Server Set Controller and up to four Server Set Nodes. The Server Set Controller controls all Server Set-wide management functions, including the centralized UCC SA database and license manager. The Server Set Nodes host telephony functions that include ASR, TTS, and other telephony operations. This configuration provides the scalability to support up to 10,000 subscribers. The subscribers can be serviced through a single pilot number. A UCC SA Server Set supports up to a maximum of 192 ports and a maximum of 48 ports for each Server Set Node. A UCC Server Set offers a centralized administrative interface that includes the management of all speech servers through a common Speech Server Management Console view, and a centralized Speech Access database. You can perform administration tasks for all speech servers in a Server Set from either the Server Set Controller or Server Set Nodes. The multi-server configuration allows subscribers to access the Server Set as a whole rather than accessing only one speech server. Setting Up Lotus Mailbox for calendar support UCC SA supports calendar access only for Microsoft Outlook. UCC SA supports Lotus calendar in addition to Outlook. Lotus subscribers are now able to use speech commands, such as: Schedule an appointment or Read my appointments to access appointments in their Lotus calendars. You (or the Lotus administrator) should set up a Lotus mailbox account on the Domino server before your subscribers can access their Lotus calendar. See the UCC SA Release 2.1 site preparation guide for details on how to set up and configure the Speech Access mailbox account. 9

13 Securing the Nuance Watcher Daemon connection N/A N/A To improve IP security on the UCC SA platform, you can block all ports that Nuance Watcher Daemon uses for outside communication. The Nuance Manager process uses the Watcher Daemon service to start and monitor the automatic speech recognition processes. See the UCC SA Release 2.1 Site Preparation Guide for details on how to secure this connection. Support for Modular Messaging (Lotus) In addition to Modular Messaging with Message Storage Server and Modular Messaging with Microsoft Exchange, UCC SA R2.1 also supports Modular Messaging that is configured with a Lotus Message Store. 10