openscape v2.0 media server administration guide

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HiPathOpenScape

V2.0

Media Server

Administration Guide



*1PA31003-S5020-A600-1-7619*

1P A31003-S5020-A600-1-7619

The information provided in this document contains merely general descriptions orcharacteristics of performance which in case of actual use do not always apply as de-scribed or which may change as a result of further development of the products.An obligation to provide the respective characteristics shall only exist if expresslyagreed in the terms of contract.

Siemens AG 2003, 2004 ● Information and Communication Networks,

Hofmannstraße 51, D-81359 München, GermanyReference No.: A31003-S5020-A600-1-7619 Printed in the Federal Republic of Germany.Subject to availability. Right of modification reserved.



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Media Server, Administration Guide 0-1

Nur für den internen Gebrauch Contents

Contents 0

1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 The HiPath Media Server Home Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.2 Using the Sample Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.3 More About the Sample Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21.4 Outline View of the Sample Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-41.5 Viewing and Listening to Sample Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-51.6 Security Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-51.7 Security level for browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-61.8 System Administration Training. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

2 Setting Up the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.2 Setting Up Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.3 Creating and Editing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.4 Verifying License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.5 Configuring Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

2.5.1 Configuring DTMF_AA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.5.2 Resetting the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-82.5.3 Releasing Exclusive Use of an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-92.5.4 Configuring Intranet Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

2.6 Verifying Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

3 Setting up and Managing the Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 About the Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 Importing subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

3.2.1 To import OpenScape subscribers:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.2.2 To import non-OpenScape subscribers: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

3.3 Configure the Front-end Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.4 Add the Exchange Super User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.5 Create Subscriber Folders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43.6 View Subscriber Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.7 Enter Interaction Center Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

3.8 Enter Fax Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.9 Use Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.10 Manage default documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.11 Administering Language Options for a Word Web Application . . . . . . . . . . . . . . . . . 3-7

4 Setting up OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 About OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.2 Interaction Center folders contain HTML pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.3 What you need to do for OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.4 Configure OpenScape Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2



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4.4.1 System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24.4.2 Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.4.3 Interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

4.5 Creating Interaction Center applications for OpenScape . . . . . . . . . . . . . . . . . . . . . . . 4-4

5 Building Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Basic Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.2 Recording wav Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.3 Creating an Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.4 Deleting an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.5 Using the Application Builder Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.6 Steps Available for a Custom Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

5.6.1 Applet Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-55.6.2 Get User Input Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-65.6.3 Go To Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

5.6.4 Play Prompt Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-105.6.5 Record Prompt Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-115.6.6 Play Announcement Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-125.6.7 Menu Prompt Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-145.6.8 GoSub Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-165.6.9 Caller time-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-165.6.10 Menu Announcement Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-165.6.11 Transfer Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-195.6.12 Logic Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19

5.7 Adding Steps to the Application Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-205.8 Uploading Files For Announcements and Prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . 5-215.9 Defining What Happens when the Caller Times Out. . . . . . . . . . . . . . . . . . . . . . . . . . 5-225.10 Saving URLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-225.11 Using the Work Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-235.12 Music-on-Hold Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-235.13 Configuring Properties for Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26

5.13.1 General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-265.13.2 Keypad Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-275.13.3 Caller Errors Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-285.13.4 Recording Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-285.13.5 Speech Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29

5.13.6 Text-to-speech Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-295.14 Using the Telephone User Interface (TUI) Intelligent Announcement (IA) . . . . . . . . 5-30

6 Building Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Creating a Word Web Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.2 Setting up Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

6.2.1 TTS Mode Speakers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.2.2 SR Modes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.2.3 Apache Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3



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6.3 Configuring Properties for Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

7 Adding Applications to the Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.1 How Calls are Routed to Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

7.2 Using Dedicated Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37.3 Assigning an Application to the Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-47.4 Using Wild Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

8 Testing and Debugging the Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1 Completion Checklist for your Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2 Testing your Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1

8.2.1 Using Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2.2 Calls in Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2.3 Service Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

9 Requesting and Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.1 About Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.2 Requesting and Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.3 System-Level Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3

9.3.1 System Level Time-Based Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39.3.2 System Level Application-Based Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-49.3.3 System Level Call-by-Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4

9.4 Application Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-59.4.1 Application Time-Based Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-59.4.2 Application Step Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-59.4.3 Application Call-by-Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-6

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1



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Nur für den internen Gebrauch Overview

The HiPath Media Server Home Page

1 Overview

1.1 The HiPath Media Server Home Page

The HiPath Media Server home page is the starting point for building applications and admin-istering the system. It runs on Internet Explorer (IE) 5.5 or later.

You can click one of the links from anywhere in HiPath Media Server to move to another task.

In the left panel, the links take you to the System Administration pages:

Click Application Builder to begin building Media Server applications.

The right side of the home page has language and other options:

1.2 Using the Sample Applications

To use the sample applications, click Application Builder > Examples.

Under the category Examples, several sample applications are included.

● The SampleApplication is designed to incorporate all the steps that are available for aCustom application. You add this application to the routing table and call in to explore themenus and other options.

You can look at how this application is set up, but you cannot call in to it.

You can use these sample applications to get ideas about how to set up your own applicationsand to see real-life examples of how the various steps work (refer to Section 5.6, “Steps Avail-able for a Custom Application”, on page 5-4).

Options DescriptionLanguage Click Language to set the language for the system administration inter-

face (English or German). The language selection is saved in a cookie onthe client machine where the selection is initiated and is set to expire inone year.

Home This link is available on every page. It brings you back to the ApplicationBuilder page.

Help This link is available on every page. It opens the Help browser.

Table 1-1 Home Page Options and Descriptions

>Your browser's Back and Forward buttons function as they do in any web applica-tion. That is, you can go backward or forward but you may have to reload the page.You can add any page to your IE Favorites.



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More About the Sample Application

1.3 More About the Sample Application

The sample application is designed for a store that sells and services bicycles and offers biketours. Figure 1-1 on page 1-3 shows the flow for the sample application. Note the use of the

following features:

● The application begins with a Play Announcement step that provides a brief introductoryannouncement. Play Announcement is one of the “intelligent announcements”. It is usedhere because the customer may want to remotely change the announcement to reflect newstore specials, etc.

● A Menu Announcement follows. This intelligent announcement provides the main menu ofoptions for the caller. Because intelligent announcements are associated with a schedule,you can configure an after-hours announcement (“The store is closed...”) that automaticallyplays after business hours.

● Menu steps (Menu Announcement and Menu Prompt) allow you to provide a branch for“time-out”, that is, to specify what should happen if the user fails to press a key after a con-figurable period of time. Several menus in the sample application are configured to time outto the operator.

● Users who press 1 after hearing the main menu selections hear another menu where theycan select between an announcement with store hours and locations or access the com-pany directory. The auto-attendant applet provides the company directory.

● Users who press 2 hear the sales menu. Users who press 3 hear a service announcement.The sample application cannot provide a transfer capability, but ordinarily you would con-

figure a step that would transfer callers to the Sales Department or Service Department.● Note the use of the Get User input step (“How many miles can you bike every day?”). The

caller inputs number of miles and the Media Server stores that number as a variable. ALogic step is then used to determine if the number of miles is greater or less than 30 andthat determines which announcement the caller hears.

● The sample application also makes use of a Go-To URL step that reads the content of aweb page to the caller. (This works only if you have the text-to-speech feature.)

http://-/?-

http://-/?-



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More About the Sample Application

Figure 1-1 Sample Application

Menu announcement:

For store information or company directory, press 1.

For information on Bike Sales or Bike Tours, press 2.

For Service information, press 3.

To repeat this menu, press 4.

Press 1

Play Announcement: .wav file with welcome greeting

DTMF AA Applet

Press 3Press 2

Menu Prompt: For information on this week’s sales, press 1

For information on our Bike Tours, press 2

To hear update from Redwoods tour web page, press 3.

To repeat this menu, press 4.

Play Prompt: wav file with

service information,

1 2 3

GoTo: URLPlay Announcement: wav file with

sales information.

Timeout

Transfer to operator

Timeout


Press 4

GoTo: same stepMenu Prompt: For store information, press 1.

For the company directory, press 2.

21

Play Prompt: wav file with store information

Get User input: How

many miles can you ride

per day? Store in <miles>

variable.

Timeout


Logic: Is <miles>less than 30?:

True: Play Prompt: level one False: Play Prompt: level two

Press 4

GoTo: same step




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Outline View of the Sample Application

1.4 Outline View of the Sample Application

This section provides another way to review the sample application. You can use an outline-style method such as this to elaborate on the flow chart for your applications.

PLAY ANNOUNCEMENT (welcome.wav: Standard— “Welcome to Top Bikes. This month wehave a special sale on all bike helmets.”)

MENU ANNOUNCEMENT Standard (mainmenu.wav: “For store information or company direc-tory, press 1. For information on bike sales or bike tours, press 2. For service information, press3. To repeat this menu, press 4.") After hours (mainAfter.wav: “Our store is closed at this time,but you can access the following information. For store information, press 1. For information onbike sales or bike tours, press 2. For service information, press 3”)

Timeout (no key press) Transfer to operator.

Press 1—Menu Announcement (Standard location_extension.wav: “For store locationand business hours, press 1. To transfer to an employee's extension, press 2." After hours :play store.wav)


Press 1—Play Prompt (store.wav: “Top Bikes is located at 335 Palm Dr., San Jose.Phone 555-1212. We are open Tuesdays through Saturdays, 10 a.m. to 10 p.m. Weare closed on Mondays.”)

Press 2— DTMF AA

Press 2—Menu Prompt (sales_tours.wav: “For information on this month's special sale,press 1. For information on our bike tours, press 2. To hear today's update from our biketour of the California Redwoods, press 3. To repeat this menu, press 4.")


Press1—Play Announcement (helmets.wav: All brands of helmets are on sale thismonth. We have adult helmets at 20% off and children’s helmets at 30% off. Get hel-mets for all the cyclists in your family and continue to ride safely!”)

Press 2—Get User Input (tours.wav: “We offer different bike tours, depending on howmuch biking you want to do every day. Use the keypad to enter the maximum number

of miles you want to bike every day and then press pound.”) Store the Miles variable .LOGIC (Compare miles variable: < 30 True, route to Play Prompt level1.wav,

False, route to Play Prompt level2.wav)

True: <30…. level1.wav PLAY PROMPT “We have several upcoming tourswhere we ride fewer than <miles> miles per day, including a 7 day tour ofthe San Juan Islands. Stop by the store for more information. Thanks forcalling Top Bikes!”



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Viewing and Listening to Sample Applications

False >30… level2.wav PLAY PROMPT “If you can ride <miles> miles perday, you might enjoy our upcoming 7 day tour of the High Sierra. Othergreat destinations are available. Stop by the store for more information.Thanks for calling Top Bikes!”

Press 3—Play Announcement URL (web page with update on bike tour)

Press 4—Go To (back to salesgirls step)

Press 3—Play Prompt (service.wav: “Our Service Department will be happy to get yourbike in great working order. No matter whether your problem is large or small, we guaranteegood rates and speedy work. To make a service appointment, please call 555-5555.”)

Press 4— Go To (back to main menu)

1.5 Viewing and Listening to Sample Applications

SampleApplication is available to view and to listen to. To listen to this application:

1. Assign it to the routing table in a way that you can easily access it (for example, using ANI).

2. Call the application and explore every branch. Refer to Section 7.3, “Assigning an Applica-tion to the Routing Table”, on page 7-4 for additional information

3. In HiPath Media Server, view the application properties and the properties for each step.

The sample application cannot provide transfer capability. Announcements are used in placeswhere you would ordinarily use Transfer, for example to the Sales Department.

1.6 Security Features

The following features ensure that your applications remain secure:

When you create a Custom, Music-on-Hold, Contact Center, or Word Web application in Appli-cation Builder, you are the only one who can edit the application's flow or properties.

When you select a category of applications (for example by clicking Custom), the page showsthe existing applications and their ownership (ID of person who last edited each one). If youselect an application that is being edited by someone else, you can view its flow and properties,

but you cannot change them or delete the application.Ownership of an application can be changed in one of the following ways:

● You can use the unlock icon on the Flow page to allow others to edit or delete the applica-tion.

● You can click Finished on the applications page.

● You can release your own or someone else's ownership of an application by selecting Op-tions / Release Exclusive Use under System Administration.




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Security level for browser

When you are using the Routing Table, Subscribers Page, or Schedule Page, you should re-member to release your exclusive use of the page by clicking the appropriate button when youare done. If someone has forgotten to do this, you can also use the Release Exclusive Use option to free up these pages.

1.7 Security level for browser

The Internet Explorer (IE) browser security setting (under Internet Options) should be Medium.

If it is set to High, you may not be able to access some Media Server pages.

1.8 System Administration Training

Self-paced training is available on the HiPath Media Server Fundamentals compact disc (CD),which accompanies the software CDs. This web-based training includes 35 narrated demon-strations on how to perform common system administrative tasks, such as:

● Designing your custom applications

● Building applications

● Creating Music-on-Hold applications

● Creating Word Web applications, including forms for gathering caller information

● Creating Contact Center applications, for routing calls to ProCenter agents

● Adding applications to the routing table

● Using the Telephone User Interface Intelligent Announcement (TUIIA) application for re-mote administration

● Configuring ports

● Creating business hours schedules

● Creating local subscribers for the Auto Attendant feature

● Running and reading reports

● Using diagnostics

>Ensure that the user editing the application or using the page is finished with it beforeyou release it.



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Nur für den internen Gebrauch Setting Up the System

Configuring Ports

2 Setting Up the System

This chapter provides instructions for setting up the HiPath Media Server application.

2.1 Configuring Ports

The Connectivity web page allows you to administer the connection to the telecommunicationplatform.

To configure ports:

1. On the System Administration menu, click Connectivity. The Port (connectivity) Table ap-pears. This table lists every port and IP session used by the Media Server to receive calls.

Multiple telecommunications platforms can connect to one Media Server system.

An application can use one or more ports. The number of ports you can enable on the PortTable is determined by the number of TDM and IP session licenses the customer has pur-chased.

2. Configure the properties using the following information:

Column Heading Description and Instruction

Name The name of this line (port or IP session) as defined by the service pro-vider.

Extension The extension number as known in the telecommunications platform.This extension number must be configured in the telecommunication plat-form if it is to be used during communications with external servers suchas ProCenter. It is not used for routing within the Media Server.

PBX Indicates the telecommunication platform for the line.

Type For IP sessions only, select normal or music.

Is Enabled Indicates the status of the port (or IP session).

Edit Click Edit to change the port configuration (except for Name).

Reload To refresh your view of the port table, click Reload.

Table 2-1 Connectivity Port Table Properties



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Setting Up Subscribers

2.2 Setting Up Subscribers

The subscribers page allow you to add a subscriber or search for a subscriber. This page isused by DTMF_AA only.

Subscribers are used by the Auto-Attendant applet, which allows callers to transfer to a sub-scriber's extension by entering the subscriber's name.

To add individual subscribers:

1. Click System Administration > Subscribers.

2. Click Create New Subscriber.

You can enter a subscriber's middle name but this is ignored by the Auto-Attendant. Thatis, it is not accepted as caller input or read back to the caller to confirm the entry. If youneed to use a middle name to distinguish between two subscribers with identical first andlast names, for example Karen Sue Schmidt and Karen Ann Schmidt, you should enter themiddle name as part of the first name. For example:

First Name: Karen Sue

Middle Name: ......

Last Name: Schmidt.

In this case the caller obviously has to know to dial both “first names” in order to reach thecorrect Karen Schmidt.

The Subscriber page also has a Search capability that allows you to search for a subscriberby last name.

3. Click Finished

2.3 Creating and Editing Schedules

Each application is associated with a schedule, which determines when certain announce-ments are played. The Menu Announcement step and the Play Announcement step play theirannouncements according to the schedule you configure. The three types of announcementsthat are tied to schedules are:

● The standard announcement: If you do not activate the after-hours or alternate announce-ment, the standard announcement is always played, regardless of the schedule.

>

This can be done through the LDAP function.



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Creating and Editing Schedules

● If you activate the after-hours announcement, the standard announcement plays duringyour current business hours between the start and end times. The after-hours announce-ment plays on the days you configured as Closed all day and between one day’s end timeand the next day’s start time.

● If you activate the alternate announcement, it ignores the schedule and plays 24 hours aday, 7 days a week.

The system provides a default schedule called standard. You can use this schedule as-is, mod-ify it, or create a new one.

To work with schedules:

1. Click the System Administration Schedule link to go to the Business Hour Schedulespage. On this page, you can:

● Create a new schedule by clicking Create new, entering a Name (up to 50 alphanu-meric characters, including spaces) and clicking Submit. It defaults to the same hoursas the standard schedule, so you must modify it to reflect your needs.

● Modify a schedule by selecting it and clicking Edit. The Business Hours ScheduleProperties page appears.

When the Business Hours Schedule Properties page appears:

2. Click Edit for each day whose hours you want to modify.

3. Select an option as follows:

● Open all day. This option causes the standard announcement to be played for 24hours on this day.

● Closed all day. This option causes the after-hours announcement to be played for 24hours on this day.

● Select other times. This option Allows you to select the start and end times for thestandard announcement on this day.

4. Enter Start Time and End Time for that day.

>The standard schedule assumes that your business hours are 8:00 A.M. to 5:00 P.M.Monday through Friday, closed all day Saturday and Sunday. You can edit the stan-dard schedule to reflect your actual business hours. The change will apply to any ap-plication that uses the standard schedule.

>

If you add multiple spaces to a schedule name, they are trimmed to a singlespace.




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Creating and Editing Schedules

5. Click Finished.

If you create a new schedule, it still needs to be assigned to the application on the GeneralProperties page.

When you are finished making changes to the schedule, click Finished to release the sched-ule.

Example:

The business hours for Mom's Bakery are 6:00 A.M. to 6:00 P.M., six days a week (closed onMondays). Mom modifies the standard schedule to reflect these hours.

She creates a custom application called Main and configures it to use the standard schedule.She records three announcements:

● A standard announcement: Welcome to Mom’s Bakery. Press 1 to hear our address andhours of operation. Press 2 to transfer to our Wedding Cake Department ..."

● An after-hours announcement: Thank you for calling Mom’s Bakery. Our hours of operationare 6:00 A.M. to 6:00 P.M. Please call back during business hours .

● An alternate announcement: Thank you for calling Mom’s Bakery. For the month of August,I am in Germany and will return in September with some new cookie recipes.”

She creates the flow for the Main application, starting with a Menu Announcement step.

For that step, she uploads the files for the three announcements. For the Options, she selectsStandard Announcement and Activate the After-Hours Announcement.

Before she leaves for Germany, she can activate the alternate announcement.

>For companies with non-standard business hours, you may want to enter a starttime that is later than the end time, for example: Start time: 5:00 P.M. EndTime: 10:00 A.M. In this case, the standard announcement plays from midnight

to 10:00 A.M. and 5:00 P.M. to midnight and the alternate announcement playsfrom 10:00 A.M. to 5:00 P.M.

>This schedule can be used by different applications but each application can useonly one schedule.



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Verifying License Information

2.4 Verifying License Information

The Licenses web page allows you to view license information for HiPath Media Server.

All possible features are listed. The ones you have purchased are listed as Available. For thefeatures that have more than one license, you see the number of purchased licenses. The fea-tures that were not purchased are listed as Not Available.

You can install extra licenses (after doing an upgrade, for example) without the need to restartthe license server. To install extra licenses:

1. Obtain the license file from your Siemens Sales Representative.

2. Enter the path name or browse to the location where you have stored the license file (forexample Chutney).

3. Click .4. Click .

>If for some reason all the features you purchased are shown as Not Available, checkif the license file is in the Bin folder under the Media Server installation directory. Youcan also try restarting the license server.




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Configuring Options

2.5 Configuring Options

This page allows you to configure the following administrative options:

● Configuring DTMF_AA● Resetting the Password

● Releasing Exclusive Use of an Application

● Configuring Intranet Options

2.5.1 Configuring DTMF_AA

This option determines how callers use the DTMF_Auto-Attendant feature (AA).

To configure the DTMF_AA feature:1. Click System Administration > Options > DTMF_AA.

2. Follow instructions on the screen.

The Auto-Attendant confirms the entry and transfers the call.

>The maximum number of digits that the caller can enter for name or extension is 20.



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Configuring Options

The DTMF_AA Options page has the following fields:

Field Name Description

Search by last name first Select this option if you want callers to enter the subscriber's lastname before first name (Schmidt, Karen). Clearing the checkboxindicates that callers must enter the subscriber's first name beforelast name (Karen Schmidt).

Maximum number of sub-scriber matches

This option allows you to control access to the subscriber directory,to prevent someone from calling in and getting all subscribernames. It specifies the maximum number of names presented tothe caller as matches. The option should be set high enough to al-low for matches if a caller inputs just a few letters.

For example: You select 10 for this option, the

search is by last name first, and the caller entersSCHMIDT. If there are fewer than 10 matches for

SCHMIDT, all matches are presented to the caller.

However, if you select 5 for this option and there

are 8 matches for SCHMIDT, the caller may never be

presented with the correct match.

Table 2-2 DTMF_AA Options Page Fields and Descriptions




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Configuring Options

2.5.2 Resetting the Password

This option is used for the Telephone User Interface Intelligent Announcement (TUI IA) the re-mote administration feature.

To set the password:

1. Click System Administration > Options > Password.

2. Follow the instructions on the screen.

The fields in the Options - Password web page are as follows:

Field Description

TUI IA Admin Account Number The account number is displayed. This is the number you en-ter when you call into the system.

Enter new password(length:1to 16; numbers only):

You can enter a new password or reset the password to thedefault (12345).

Table 2-3 Options - Password Fields and Descriptions



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Configuring Options

2.5.3 Releasing Exclusive Use of an Application

When you are editing an application or using the Schedule Page, Routing Page, ConnectionPage, or Subscribers Page, you have exclusive use of that application or page. This option al-

lows you to release your own or another's exclusive use of an application or page.

To release the exclusive use of an application:

1. Click System Administration > Options > Release Exclusive Use.


2.5.4 Configuring Intranet Options

These options allow you to email a notification to someone that a report is finished.

The fields in the Intranet Options page are as follows:

Field Description

SMTP Server Enter the name of the SMTP Server. This option allows youto email a notification to someone that a report is finished

HTTP Web Request Time Out Enter the time out for the HTTP web request. This informa-tion is fine-tuning for any web stuff the IC and TUI portaldoes.

Table 2-4 Options - Password Fields and Descriptions




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Verifying Installation

2.6 Verifying Installation

Three applications are available for you to test and verify your installation. You can find themunder Application Builder -- Administrative.

To verify installation:

1. Click Application Builder > Examples > System Verification.

If you have the optional Speech Recognition feature, go back to Examples and click theTestSpeechRecognition application to verify that it is working correctly.

If you have the optional Test-to-Speech feature, go back to Examples and click theTestTexttoSpeech application to verify that it is working correctly.


To use one of these applications:

1. Assign it to the routing table. Refer to Section 7.3, “Assigning an Application to the RoutingTable”, on page 7-4.

2. Call it.



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Nur für den internen Gebrauch Setting up and Managing the Interaction Center

About the Interaction Center

3 Setting up and Managing the Interaction Center

3.1 About the Interaction Center

The Interaction Center provides the subscriber and contacts of the subscriber with telephonyaccess to information in Exchange, including emails, voice messages, calendar appointments,and documents.

Use the following steps to set up the Interaction Center:

1. Importing subscribers from the OpenScape database.

2. Click the Interaction Center link at the top of the page to access the Interaction Centerpages. The pages are presented in the order you need to use them.

3. Configure the Front-end Server.4. Add the Exchange Super User for the Interaction Center.

5. Create Subscriber Folders for individual subscribers.

6. View Subscriber Profiles.

7. Enter Interaction Center Parameters.

8. Enter Fax Information for the Interaction Center.

9. Use Diagnostics to verify Interaction Center operation.

10. Manage default documents (greetings).

3.2 Importing subscribers

There are three types of subscribers in the Media Server:

● OpenScape users—OpenScape users can use all OpenScape features. These subscrib-ers must be imported from an Openscape system.

● Interaction Center subscribers—These subscribers can use the Interaction Center fea-tures, can log on to the Media Server, check their Inbox messages and appointments. You

can import these subscribers or create them in the Media Server.

● Normal Subscriber—This is the basic subscriber, who cannot log on to the Media Serverbut can call in. Callers can transfer to these subscribers by DTMF name dialing or by en-tering their extensions. These subscribers are used by the Auto-Attendant applet, whichallows callers to transfer to a subscriber's extension by entering the subscriber's name.



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Importing subscribers

3.2.1 To import OpenScape subscribers:

OpenScape subscribers are imported automatically, assuming the following preconditions:

● The Siemens HPCR subscriber Synchronize Windows service must run under the sameaccount as the Siemens HPCR Startup Windows Service.

● The Siemens HPCR Startup Windows Service must be successfully registered with the Si-emens RTCB Serviceability Broker Windows Service on the OpenScape server. (Use theEvent Viewer to check.)

● The Siemens HPCR subscriber Synchronize Windows Service must be running as an ac-count with the right to access the OpenScape database.

3.2.2 To import non-OpenScape subscribers:

Non-OpenScape subscribers can be imported from Exchange 2000/2003 or Exchange 5.

● Import from Exchange 2000/2003:

--If you want to include the Exchange 2000/2003 Super User in the Media Server database.

--If you want to include Windows users that are not OpenScape subscribers for the solepurpose of being able to reach these users via the DTMF AA application.

Note that users from the Active Directory must have an entry in the Telephone Number field in the Active Directory in order to be imported to the Media Server.

● Import other non-OpenScape subscribers from Exchange 5 by selecting Exchange 5.1. Select System Administration and click Import.

2. Select the server that you want to import subscribers from or configure a new server asfollows:

a) Click Create New Server.

b) On the General tab, enter the address of the Exchange Server along with a descrip-tion. If the import source is the Active Directory, the address must be the host name ofthe domain controller. Select Logon Required. The format of the user name must be<domainName>\<windowsUserName>. Make sure that this user name is a WindowsUser that is part of Domain Admins group.

c) On the Mapping tab, configure the mapping between the Media Server and LDAPfields. The Media Server subscriber must have a unique ID. If you are importing fromExchange 5.5, user uid. If importing from Exchange 2000, use objectGUID.

d) On the Filter tab, use filters to select which users should be imported to the MediaServer database.



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Configure the Front-end Server

e) On the Extension tab, enter the conversion information for extensions or click No con-version on extensions. The Extension field must map to a correct LDAP propertywhen imported. For example you could start with the number 8-492-5818, add “8” asa prefix, take 4 digits from the right, and append “0” as a suffix. The result would be 8-

58180.

f) On the Schedule tab, configure the frequency with which the databases will be syn-chronized and the time at which the synchronization will start.

g) Click Submit to complete the configuration of the import server.

3. Select an import option:

● Add only the new subscribers

● Re-import subscribers

● Delete previously imported subscribers

● Synchronize the Media Server and Exchange databases

4. Click Import.

3.3 Configure the Front-end Server

For security and ease-of-use, Microsoft recommends a front end / back end server topology fororganizations with multiple Exchange servers and users who access email via Outlook WebAccess. There can be more than one front end server.

Configure the front-end server as follows:

1. From the System Administration pages for the Interaction Center, click Front-End Servers.

2. In the Front-End Server Name or Location field, enter the fully-qualified domain name orlocation of the front-end server you are configuring.

3. From the list that is presented, select one or more Back-End Servers serviced by thisFront-End Server.

4. Click Submit.

You can edit or delete the front-end server by clicking the Edit Front-End Server tab.

3.4 Add the Exchange Super User

The Exchange Super User is required so that the Media Server can access individual subscrib-er mailbox information without knowing the subscriber's account credentials. The password isstored in the Media Server database and is encrypted.




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Create Subscriber Folders

You must create a Super User for every Exchange 2000 or Exchange 2003 server that you wishto integrate with.

1. From the System Administration pages for the Interaction Center, click Exchange Super

User.

2. Enter the information for the Windows Domain User (also known as the Super User) thatwas created in Exchange and given full mailbox and public store privileges:

Exchange Server Name: The fully-qualified domain name of the Exchange server that will in-tegrate with the Media Server.

User Domain Name: The name of the domain that the Super User belongs to.

User Name: The account name of the Super User, for example SiemensIC.

User Password: The Windows password that was configured for the Super User.

When you click Submit, the system verifies that the information you entered matches the SuperUser configured in Exchange. If a match is not found, check the credentials of the Super User.

You can use the Edit function at any time to modify information about a Super User.

3.5 Create Subscriber Folders

This step creates the folders for each subscriber and populates the folders with default files.(Refer to Section 4.2 on page 4-1 for more information about subscriber folders.)

Each Interaction Center user has Outlook folders that hold greetings and other resources. Cre-ate these folders as follows:

1. From the System Administration pages for the Interaction Center, click Subscriber Fold-ers.

2. Select an Exchange 2000 or Exchange 2003 server from the list and click Get Subscrib-ers.

3. Select one or more OpenScape subscribers from the list and click Create Folders.Subscribers are removed from the list as their folders are created.

4. Check the status of the operation by clicking the Status tab. The upper list contains sub-

scribers whose folders have been created. The lower list contains subscribers whose fold-er-creation is in progress. You can refresh the lists by clicking Get Status / Refresh.

5. Check for errors by clicking the Errors tab. Select the Exchange 2000 or Exchange 2003server on which you want to perform the error check and click Get Status / Refresh.



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View Subscriber Profiles

3.6 View Subscriber Profiles

You can view subscriber profiles to determine if the Interaction Center is enabled for a subscrib-er or to obtain other information. These profiles were imported from the OpenScape database

so they cannot be changed or deleted. When additions or changes are made to the OpenScapedatabase, they are propagated to the Media Server when you do another import.

1. From the System Administration pages for the Interaction Center, click Subscriber Profile.

2. You can click on the first letter of the last name or select * to view all subscriber profiles.An envelope icon next to the subscriber's name indicates that the Interaction Center fea-

ture is enabled for this subscriber. An X icon indicates that the Interaction Center feature isnot enabled.

3.7 Enter Interaction Center Parameters

The parameters on this page should not be changed unless you have more than two NIC cardson the Media Server.

1. From the System Administration pages for the Interaction Center, click Parameters.

2. For the Exchange 2000/2003 Event Notification UDP Host Name, enter the host nameor IP address of the Media Server (in case multiple IPs exist).

3. For the Exchange 2000/2003 Event Notification UDP Port Number, enter the port num-ber that the Media Server should listen on.

4. For the Minimum Subscription Lifetime Trigger, enter the interval that the system waitsbefore Exchange subscriptions are refreshed.

5. Enter the Cleanup Interval (between 10 and 20 seconds).

3.8 Enter Fax Information

Use the Fax Information page to enable fax-back for a particular Exchange 2000/2003 server.This information is used when a guest accessing the OpenScape Self-Service portal requeststhat a document be faxed to him. (The number to which the document is faxed is either enteredby the guest or was previously entered by the OpenScape user in the guest's Contact informa-

tion.)

1. From the System Administration pages for the Interaction Center, click Fax Information.

2. Select the Exchange 2000/2003 server on which you wish to enable fax back.

3. Select Enable Fax Back .




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Use Diagnostics

4. Enter the fax address format. This format can have {0} to represent the fax name and/or{1} to represent the fax number. So, if the installed fax server requires a format like“[FAX:Diana Morabito@14085551234]”, the fax address format string should contain“[FAX:{0}@{1}]”. If the installed fax server requires a format like “14085551234@FaxSr”,

then the fax address format string should contain “{1}@FaxSr.”

5. Click Validate Fax to display a sample fax address using the format you defined.

6. Click Submit.

3.9 Use Diagnostics

Diagnostics are used to verify Interaction Center operation with the Exchange server.

1. From the System Administration pages for the Interaction Center, click Diagnostics.

2. On the Run Test page, select the Exchange server that you want to verify. (Click Can't findExchange Server? for assistance if necessary.)

3. If the Windows Interaction Center Service is not running, an error message appears. Thisis the service that collects all of the diagnostic information, so if this service is not up andrunning, you cannot run the Interaction Center tests. Click the Explain link for assistance.

4. Click Get Subscribers.

5. Select one or more subscribers and click Run Test.

On the Show Report page, you can see the test results:

1. Select the Exchange Server that you ran tests on and click Get Status/ Report. If you wantto see only the “failed” test results, click Show only subscribers with test status = fail.

2. If the test fails for a subscriber, select the subscriber and click Get Details for more infor-mation. (If additional help is available, it will be displayed when you click the AdditionalHelp.)

3.10 Manage default documents

Interaction Center subscribers are supplied with a set of default HTML documents that provide

greetings for their callers. Subscribers can customize these greetings by modifying the docu-ments. In case a subscriber wishes to revert to the default version of a greeting, you can usethis page to restore the default document.

1. From the System Administration pages for the Interaction Center, click Default Docu-ments.

2. Select the default document you wish to recover and click Download. You can email thedocument to users who need it or place it on a network where users can access it.



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Administering Language Options for a Word Web Application

3.11 Administering Language Options for a Word Web Application

The language options configured for a Word Web document affect the following:

● Language of the user’s greeting● Whether or not the greeting contains the phrase “To continue, press..”

● Whether speech recognition is turned on or off.

Change the language options as follows:

1. Log on to the Media Server.

2. Click on Application Builder.

3. Click on Word Web.

4. Select the desired application and click Properties.

5. Change Language or Continue Option as desired and click Submit.

6. Click on the Speech tab, and enable or disable Speech recognition as desired and clickSubmit.

7. Click Finished.




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Administering Language Options for a Word Web Application



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Nur für den internen Gebrauch Setting up OpenScape

About OpenScape

4 Setting up OpenScape

4.1 About OpenScape

OpenScape is an open, real-time communications suite of software applications that ties to-gether users' phones, voice mail, email, text-messaging, calendaring, instant messaging, andconferencing services.

The Interaction Center feature supplies the interactive dialogs for the OpenScape Voice Portal(for subscriber access to voice mail and email by phone) and Self-Service Portal (for guest ac-cess).

The Media Server supplies a default set of interactive dialogs for OpenScape. The defaultgreetings (and any new greetings created by the user) are HTML pages created with Word Web

and stored in the subscribers' folders.

4.2 Interaction Center folders contain HTML pages

The Interaction Center folder in each OpenScape user's Outlook Folder List contains the fol-lowing:

● ForwardAccess folder: contains WebGreeting.htm, the OpenScape user's greetingplayed to all callers. The ForwardAccess application that you create in the Media Serverroutes callers to this greeting.

● GuestContent folder: contains GuestContent.htm, a greeting that allows contact guestcallers to use special OpenScape features

● PhoneFavorites folder: contains PhoneFavorites.htm, a list of shortcuts to commonly-used tasks

● SelfService folder: contains documents that can be made available to callers by email, fax-back, or text-to speech.

● PersonalizedGreetings folder: contains a wav file with an initial greeting (“Hello”)

4.3 What you need to do for OpenScape

In order for the Media Server to integrate correctly with OpenScape, you must:

1. Set up the Interaction Center

2. Configure the system and certificate information for OpenScape

>Note that if users have trouble downloading the PhoneGreeting wav file from thefolder, they should set IE option to play wave files in a separate Windows Media Play-er window.



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Configure OpenScape Integration

3. Test whether the Media Server is operating correctly with OpenScape.

4. Create the OpenScape applications

Once these tasks have been completed, there are several other scenarios that may requireyour involvement:

● You may want to modify the Word Web applications that route callers to the HTML pagesdescribed above. For example, you may want to enable speech recognition for an applica-tion or change the voice that is used in text-to-speech. In this case, you can follow the pro-cedures for modifying the properties for an application.

● An OpenScape user can customize any of the HTML pages described above by modifyingthe HTML page using Word Web, deleting the file that is stored in the Interaction Centerfolder and then storing the new page in the correct folder. In this case, no action is neededon your part assuming the user does not change the name of the default file.

● An OpenScape user may decide to add custom greetings. The user is responsible for cre-ating his or her own Word Web document, saving it as HTML, and storing it in the appro-priate folder. Your responsibility is to create the application that will route callers to thatgreeting. You must ensure that the same name is used for:

– The HTML page that the user creates in Word Web

– The custom property in the Word Web document

– The application that you create

For example, the user creates HOLIDAYGREETING.HTML and configures the application

name HOLIDAYGREETING in the document's custom property. You create the Word Web ap-plication called HOLIDAYGREETING.

4.4 Configure OpenScape Integration

From System Administration, click HiPath OpenScape. The information you configure here isfor integration of the Media Server with OpenScape.

4.4.1 System

On the System tab, enter the information that will configure the Media Server as a user in theOpenScape environment:

● System ID for OpenScape Integration: Enter the HiPath OpenScape System ID.

● Service Account Name: Enter the account name of the Media Server Service Account.Typically, the service account name is <OpenScape system name>SiemensCR.

● Service Account's Domain: Enter the fully qualified domain name of the Media ServerService Account domain.



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Configure OpenScape Integration

Click Submit.

4.4.2 Certificate

Verify that one certificate is selected in the table of certificates. If the selected column in thetable shows False for all certificates, click Modify on one of the certificates, select the checkbox,and click Update.

4.4.3 Interoperability

This page shows the status of the Media Server operating with the OpenScape platform.

The top section shows the status of the critical services. All services should be Running. If thedisplay shows “Stopped” for any service, wait a few minutes and click Refresh. If the service

is still stopped, an automatic reboot of the system will occur in an attempt to restart the service.

The next section provides tests that you should run to verify that the Media Server is workingwith OpenScape. Click Run Test to run each test individually. If the status shows Failed forany test, consult the following table for more information:

Test If the test fails, try this:

VA Logon The following messages can appear:• VA Logon OK, SessionID:<session_ID>: This means that Logon succeeded.• Error in the application - Try the test again. If it fails with the same message,

call a technician.• Connection closed - This means the VA Service on the OpenScape server isnot running. Check the Siemens RTCB Virtual Assistant Service to see if it is inthe Started state. If not, call a technician.• InvalidUserID - This means either the domain name or user name is incorrect.Verify that the user name is an OpenScape user, the SiemensCR account nameexists and the domain name is fully qualified, then run the test again• "Database not found. Cannot bind to Global Catalog": Execute Start->Pro-gram Files -> Media Server-> Password Configuration and run the test again.• "Exception from getInterface":Execute Start->Program Files -> Media Server-> Password Configuration and run test again.

License Ac-quisition

1. On the System Administration/OpenScape/Interoperability page, verify thatthe Certificate Propagation to OpenScape test status is "passed", and take cor-rective action if necessary.2. Verify that the License Management service is running on the OpenScapeserver, and that a license file is installed. The OpenScape Management Con-sole (OMC) shows the status of OpenScape services.

Table 4-1 Troubleshooting Test Failures (Sheet 1 of 2)




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Creating Interaction Center applications for OpenScape

4.5 Creating Interaction Center applications for OpenScape

There are three types of applications dedicated to the Interaction Center feature:

● Forward Access: Routes callers to the OpenScape user's web greeting, which is a WordWeb document called WebGreeting.html.

● Guest Access: Routes callers to a generic greeting.

CertificatePropagationto Open-

Scape

1. On the System Administration/OpenScape/ Certificates page, verify that atleast one certificate is installed on the Media Server. You should see a tablewith at least one certificate. If not, you need to install a certificate on the Media

Server.2. Verify that one certificate is selected in the table of certificates. If the Select-ed column in the table shows False for all certificates, click Modify on one of thecertificates in the table, select the checkbox, and click Update.3. If you are unable to select a certificate (as above), contact your next level ofsupport.If the error detail says "Could not open SQL connection", execute Start->Pro-gram Files -> Media Server-> Password Configuration and run the test again.If the error detail says "Unable to update or insert data in database" or "Unableto get data from database":• Check that a proper certificate is installed for the Media Server.• Check that the certificate listed in the Media Server System Administration(under OpenScape -> Certificates page) matches the entry in the Server Certif-icate table in the OpenScape database.

Import Sta-tus of Open-Scape Us-ers

1. Make sure the OpenScape system and database is configured correctly. Re-fer to the Media Server Installation Guide for more information.2. Subscriber Synchronization service must run as Openscape core account.Check Windows Service Manager.3. OpenScape System ID must configured on the System Administration/Open-Scape page.4. For others errors, check the event log.

IC JournalRemotingService Sta-tus

1. Go to Windows Service Manager, try to start that service.2. If step 1 fails, make sure the service account logon credentials are correct.3. Make sure all OpenScape services are running.4. Reboot the Media Server.

IC Collabo-ration Re-moting Ser-vice Status

Table 4-1 Troubleshooting Test Failures (Sheet 2 of 2)



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● Subscriber Access: Routes OpenScape users to the Voice Portal where they can accessvoice mail and email by phone and perform other tasks such as checking their calendars.(Refer to the OpenScape documentation for more information.)

Configure each of these three applications as follows:

1. Click Application Builder from the Home page and then select Interaction Center.

2. Click Create New Application.

3. From the list of application categories, select one (ForwardAccess, GuestAccess, or Sub-scriberAccess).

4. On the Create Application form, fill in the following fields:

● Name: Enter a name of 40 characters maximum. Use only letters and numbers, no spacesor special characters.

● Description: Enter a description of 255 characters maximum. There are no limitations onthe text: you can use letters, numbers, spaces, special characters.

● Language: Select the language for the application (English or German). The language se-lected here takes precedence over the language that you select on the home page and isused to determine the text-to-speech language.

5. Click Submit. You see a graphic representation of the application you created.

6. In the Jump to box (upper right corner), select Application Properties and click Go.

7. On the Keypad tab, define the operator key as 0 or none and define the operator extension.

8. On the Caller Error tab, set the timeouts and number of reprompts.

9. On the Recording tab, set the length of the recording

10. On the Text-to-Speech tab, select a voice to render the text-to-speech in the application.

11. In the Jump to box (upper right corner), select Routing and click Go.

12. Add the application to the routing table.




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Nur für den internen Gebrauch Building Applications

Basic Process

5 Building Applications

This chapter provides instructions for building applications in the Media Server.

5.1 Basic Process

Before actually beginning to build your application, you should complete the following tasks:

● Use the method (flow charts, outlines, etc.) that works for you to design your application.

● Record any wav files and (for text-to-speech) prepare any text files that you are going touse. Refer to Section 5.2, “Recording wav Files”, on page 5-1.

● Once your planning is complete, build an application as follows:

1. Create the application. This means that you give the application a name and configureits general properties. Refer to Section 5.3, “Creating an Application”, on page 5-2.

2. Use the Application Builder to set up the application steps and configure the propertiesfor each step. At this point, you also upload the wav files and text files that you haveprepared. Refer to Section 5.7, “Adding Steps to the Application Flow”, on page 5-20 and Section 5.8, “Uploading Files For Announcements and Prompts”, on page 5-21

3. Configure the application properties, such as the phone keys that the user will pressto interact with the application. Refer to Section 5.13.2, “Keypad Properties”, on page5-27.

4. Assign the application to the routing table. Refer Section 5.13, “Configuring Propertiesfor Applications”, on page 5-26

● Test the application by calling it and following every branch to make sure that the an-nouncements and prompts are working correctly.

5.2 Recording wav Files

The only format for wav files is Windows PCM wav at 16 bit, 8 kHz, mono.

There are professional packages available for recording and editing sound files. GoldWave is

one that is relatively inexpensive and allows you to download a fully functional demo versionbefore you purchase it.

For basic recording, you can also use Microsoft Sound Recorder (which is available on yourPC: Accessories / Entertainment).To use the Sound Recorder:

● Record in a quiet room

● Speak close to the microphone. Make sure the microphone's volume controls can be ad- justed, To record wav files:



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Creating an Application

1. Double click the speaker icon on the taskbar to open the volume controls.

2. On the Options menu, select Properties.

3. Select Adjust volume for Recording.

4. Under Show the following volume controls, make sure that Microphone is selected.

5. Click OK.

● Record, listen, and test. Is it too soft? Too loud? Adjust the recording volume or distancefrom the microphone accordingly.

● Record a file and save it in the required format. (On Sound Recorder, click Help and selectHelp Topics if you need assistance with these tasks.)

5.3 Creating an ApplicationTo create an application:

1. Click Application Builder > Custom.

2. Select an application type from the list of application categories on the left.

3. Click Create New Application. (If you are creating an Interaction Center application, se-lect the application.)

4. On the Create Application form, fill in the fields shown in Table 5-1.

5. Click Submit. The application is created and a directory is set up for that application.

Field Description

Name Enter a name of 40 characters maximum. Use only letters and numbers,no spaces or special characters.

Description Enter a description of 255 characters maximum. There are no limitationson the text: you can use letters, numbers, spaces, special characters.

Application ID Enter an ID number (up to 10 digits) for this application. This number isused to identify the application when you call in to modify a Menu An-nouncement or Play Announcement step.

Language Select the language for the application (English or German). The languageselected here takes precedence over the language that you select on thehome page and is used to determine the text-to-speech language.

Schedule The schedule that will be associated with the Play Announcement andMenu Announcement steps when those steps are used in this application.

Table 5-1 Fields in the Create Custom Application Web Page



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Deleting an Application

5.4 Deleting an Application

To delete an application:

1. From the list of applications, select the application you want to delete.2. Click Delete. The message warns that by deleting the application, you are removing all the

text and wav files associated with the application.

3. Click Yes to confirm the deletion.

5.5 Using the Application Builder Page

The Application Builder page is where you assemble the steps for your application.

There are three distinct areas on this page:

● The Steps Toolbar. This is where you select your steps.

● The Flow Panel: This is where you assemble the steps that make up your application flow.

● The Work Space: Use this area as a holding area for steps you want to insert or delete.

The buttons of the Application Builder are described below:

Button Description

Click Add to add the selected step at the place in your application that is high-

lighted.

Click Delete in the Flow Panel (left side) to move the selected step to theWork Space (right side). There you can save it to use at a later point in theflow or permanently delete it by clicking Delete in the Work Space.

Click Properties to view or edit the properties for the selected step.

Click Unlock to allow another user to edit your application.

Table 5-2 Application Builder Buttons

>When you create an application, every other user is automatically locked out fromchanging its flow or properties unless you click the Unlock icon.




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Steps Available for a Custom Application

5.6 Steps Available for a Custom Application

Steps are the building blocks for an application. You can add the following steps to an applica-tion's flow:

Step Description

Two applets are available. Use this step to provide either anautomated attendant (“Press 3 for the company directory”) orto allow the user to transfer to an extension (“If you know yourparty's extension, press 4".) Refer to Section 5.6.1, “AppletStep”, on page 5-5 for additional information.

Prompts the caller for input (“Enter your account number.”) Re-fer to Section 5.6.2, “Get User Input Step”, on page 5-6 for ad-ditional information.

Directs callers to another step, another application, or a URL.Refer to Section 5.6.3, “Go To Step”, on page 5-8 for additionalinformation.

Plays an announcement or a prompt. Refer to Section 5.6.4,“Play Prompt Step”, on page 5-10.

Generates a voice message with an embedded tone. Refer toSection 5.6.5 on page 5-11.

Schedule-based step for playing an announcement or aprompt. Refer to Section 5.6.6, “Play Announcement Step”, onpage 5-12 for additional information.

Provides information on menu selections. Refer to Section5.6.7, “Menu Prompt Step”, on page 5-14 for additional infor-mation.

Allows an author to create an application that can pass datacollected from a caller to a specified URL for processing. Referto Section 5.6.8 on page 5-16 for additional information.

Schedule-based step for providing information on menu selec-tions. Refer to Section 5.6.10, “Menu Announcement Step”, onpage 5-16

Transfers callers to an extension or to the operator. Refer toSection 5.6.11, “Transfer Step”, on page 5-19 for additional in-formation.

Table 5-3 Application Builder Steps (Sheet 1 of 2)



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5.6.1 Applet Step

Two applets are available:

● Use the Auto-attendant applet as an automated attendant. This applet takes the caller'sinput (either spelling out a subscriber's name on the keypad or entering an extension num-ber) and automatically transfers the caller to that extension. If you have text-to-speech, the

caller's selection is confirmed, for example, “You dialed Karen Schmidt at extension25818." (If there is more than one match or no name is associated with the extension, thecaller hears only the extension number.)

● The Transfer applet transfers the caller to the extension input by the caller.

You cannot branch to another step from an Applet.

The Applet accepts input in the language (English or German) configured for the application. Ifyou have the text-to-speech feature and it is enabled, the caller hears the name and extensionrepeated. For example, “You dialed extension 25818..."

The properties for the Applet step are listed below.

Performs a logical comparison between a variable and anothervariable or fixed value. Refer to Section 5.6.12, “Logic Step”,

on page 5-19 for additional information

Properties Description

General Step Name Enter a name of up to 50 alphanumeric characters (nospaces or special characters)

Description Enter an optional description of up to 255 alphanumericcharacters.

Enable HistoricalReporting

Select or clear the checkbox to indicate whether you wantto keep statistics on this step.

Table 5-4 Applet Step Properties (Sheet 1 of 2)

Step Description

Table 5-3 Application Builder Steps (Sheet 2 of 2)




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5.6.2 Get User Input Step

Use a Get User Input step to request information from the caller (for example, an account num-ber). You create a variable that stores the user input so that it can be used by other steps in theapplication.

A Get User Input step can have only one branch.

The Get User Input Step properties are listed below:

Options Choose which Applet to use as follows:

DTMF AA applet The DTMF AA applet allows the caller to enter (via thekeypad) a subscriber's name or extension number. TheAuto-Attendant searches the subscriber database, asksthe caller to confirm:

For example: “You dialed Schmidt, Sandra at

extension 34567. If this is correct press

pound.” If the caller presses #, the caller

is transferred to that subscriber's

extension.

The DTMF AA settings under System Administration, Op-

tions determine how subscriber names are searched(starting with last name or starting with first name) andhow many matches are presented to the caller. Refer toSection 2.5.1, “Configuring DTMF_AA”, on page 2-6foradditional information.

Transfer The Transfer applet requests the caller to enter an exten-sion and then transfers the call to that extension.

For example, “To reach an extension, enter

the extension and press #.”

>In order to make it easy to use the variables in other steps, it is important to useunique and non-confusing names for the variables.


Table 5-4 Applet Step Properties (Sheet 2 of 2)



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Tab Properties Description

General Step Name Enter a name of up to 50 alphanumeric characters.




InterruptiblePrompt

Select or clear the checkbox to indicate whether the callercan press a button to interrupt the prompt.Prompts 1, 2, 3, 4, 5NOTE: If you want this step to be interruptible, then anypreceding prompts (play prompt, menu announcement)back to the previous input or start step must be interrupt-

ible. If you want this step to be non-interruptible, anypreceding prompts back to the previous input or start stepmust be non-interruptible.

Prompts 1, 2,3, 4, 5

You must configure at least one prompt, but you do nothave to configure all five. Multiple prompts are played insequence as a single prompt.

Media in use The name of the file currently in use for this prompt.

Select the mediatype to use

Indicate the type of media to use for this prompt (Wav,Text, Variable)

Choose from From the media already available, select the one to usefor this announcement.

Table 5-5 Get User Input Properties (Sheet 1 of 2)




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5.6.3 Go To StepThe Go To step takes the caller to another part of the application flow or to another application.You cannot branch from a Go To step.

Options Choose which Termination Type to useThese options determine how the Media Server recogniz-

es that the caller's input is complete.Fixed Number ofDigits (1--50)

You can select this option if the caller's input is always afixed number, for example, an account number of a pre-determined length.

Termination Digit Select this option if you want the caller to be able to pressa key that will override the termination digit (“End input se-quence”) configured for the application.For example, the termination digit for the application is #.But in the step you are configuring, the # key is used foranother purpose so you want to override the # key and

use * instead. So you would use this and the following op-tion to indicate * instead of #.

Override Applica-tion TerminationDigit with

Select a digit or * or # that can be used to override the digitthat you selected for the application property “End inputsequence”.

Maximum Numberof Digits (1-50)

If you are using a Termination Digit to indicate that thecaller has completed input, select the maximum numberof digits that the caller can enter.

Save User's

Input

The Get User Input step saves the user's input as a vari-

able so that it can be reused in other steps. This fieldidentifies the label for the variable. You can use an exist-ing label to identify the user's input or create a new labelof up to 20 alphanumeric characters.: l:

In existing Label Select an existing label from the drop-down list.

In new Label Enter a new label of up to 20 alphanumeric characters.


Table 5-5 Get User Input Properties (Sheet 2 of 2)



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Options Select the destination for the Go To step.

Current If you are modifying an existing Go To step, this shows thestep's current destination.

New destinationtype

Select a new destination type (System URL, URL, Step,Application.)

Steps Select a step in the current application as a destination forthe Go To step.

Select a step in thecurrent applicationas a destination forthe Go To step.

Select an application that has already been configured asa destination for the Go To step.

System URLs Select from the following:● SysErrorPage -- This page (used automatically when

the system encounters an error) offers the caller theoption to start over or transfer to an operator.

● SystemBusyPage -- This page (used automaticallywhen there are no resources, for example, no text-to-speech licenses available) plays a “busy” announce-ment and disconnects

● Goodbye Page -- This page plays “Thank you for call-ing” and disconnects.

If you do not add any “goodbye” prompts to an applica-tion, it will simply disconnect when it reaches the last step.Rather than this abrupt ending to a customer's call, youcan use a Go To Goodbye Page step as an easy and

friendly way to end the application.

Table 5-6 Go to Step Properties (Sheet 1 of 2)




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5.6.4 Play Prompt Step

A Play Prompt step plays an announcement or a prompt. There can be only one branch froma play-prompt step.

Options URL If text-to-speech is available, you can select a destinationURL for the Go To step. The text content of the URL is

rendered as speech.Note that not just any URL will work as a destination andthis type of

Note: Not just any URL works as a destination and thistype of destination should be used with caution. The URLshould not include any form elements or links.






InterruptiblePrompt

Select or clear the checkbox to indicate whether the callercan press a button to interrupt the prompt.

Prompts 1, 2,3, 4, 5

You must configure at least one prompt, but you do nothave to configure all five. Multiple prompts are played insequence as a single prompt.

Media in use The name of the media (wav file, text file, or variable) cur-rently in use for this prompt.


Indicate the type of media to use for this prompt (Wav,Text, Variable)

Choose from From the media already available, select the one to usefor this announcement.

Play as If you select variable, it can be played as a number or asan extension. For example, 25818 could be played as anumber: “twenty five thousand eight hundred eighteen” oras an extension: “two five eight one eight”.

Table 5-7 Play Prompt Step Properties


Table 5-6 Go to Step Properties (Sheet 2 of 2)



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5.6.5 Record Prompt Step

This step generates a voice message with an embedded tone.

This attribute indicates that the concatenated voice message, including the voice input from thelast Record Prompt step, will be send automatically as an email attachments.






InterruptiblePrompt Select or clear the checkbox to indicate whether the callercan press a button to interrupt the prompt.

Prompts 1, 2,3, 4, 5

You must configure at least one prompt, but you do nothave to configure all five. Multiple prompts are played insequence as a single prompt. For example, you can com-bine text or wav files with variables to produce a promptthat says “You entered extension 25818. If this is correct,push # to connect to this extension.”



Indicate the type of media to use for this prompt (None,Variable)

Choose from From the variables already available, select the one touse for this recording.


Options Email address Enter the address that the caller input will be sent to.

Sender email ad-dress

Enter the email address of the sender.

Subject Enter a subject for the email.

Finish recordingand send email:

Indicates that the concatenated voice message, includingthe voice input from the last Record Prompt step, will besend automatically as an email attachment.

Table 5-8 Record Prompt Step Properties




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You could create a custom application with multiple Record Prompt steps to record answers formultiple questions. All these answers will be concatenated into a single voice message with anembedded tone between each answer. The Finish recording and send email is relevant only forthe Record Prompt step associated with the last question.

5.6.6 Play Announcement Step

The Play Announcement step provides a schedule-based announcement (refer to Section 2.3,“Creating and Editing Schedules”, on page 2-2 for additional information). You can have onlyone branching step from a Play Announcement step.

Be sure to preview the URL by clicking the link to make sure the path name you have enteredis correct.

>If text-to-speech is available, you can select a URL for the announcement. The textcontent of the URL is rendered as speech. The URL should not include any form el-ements or links. For this reason, the use of a Word Web URL as an announcement

is not recommended.




Step ID Enter an ID number to be associated with this step. When

you call in to modify an announcement (for example,switch to the alternate announcement), this number alongwith the application's ID number, identifies the step youwant to modify.



Table 5-9 Play Announcement Step Properties (Sheet 1 of 3)



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Options Choose which Announcement to play: Select Standard orAlternate.

Note: No matter which announcement you select for thisoption, you can upload files and configure the announce-ments for standard, alternate, and after hours.

Activate AfterHours Announce-ment

For Standard Announcement, you can activate the AfterHours feature.Select or deselect the Activate After Hours Announce-ment checkbox to indicate whether you want to play anannouncement during the time when the standard an-nouncement is not playing.

Setting Select or deselect the Interruptible checkbox to indicate

whether the caller can interrupt the announcement bypressing a key.

Standard The standard announcement plays on the days that theschedule shows your business is open, during the hoursbetween each day’s start and end times.

Media in use The name of the file or URL currently in use for this an-nouncement.


Indicate the type of media to use for this announcement(Text, Wav, URL).

Choose from From the files already uploaded for this application, selectthe one to use for this announcement

Alternate When selected, the alternate announcement ignores theschedule associated with this application and plays 24hours a day. You can select the alternate announcementremotely, by using the TUI IA application.










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Refer to Section 5.10, “Saving URLs”, on page 5-22 and Section 5.8, “Uploading Files For An-nouncements and Prompts”, on page 5-21 for additional information.

5.6.7 Menu Prompt Step

A Menu Prompt step provides information about the menu of selections that the caller canchoose from and prompts the caller to take an action (Press 1 for Sales, etc.) You can have upto ten steps branching from a Menu Prompt step.

After Hours The after-hours announcement plays on the days that theschedule shows Closed for the Day and between one

day’s end time and the next day’s start time.Media in use The name of the file or URL currently in use for this an-

nouncement.









InterruptiblePrompt

Select or clear the checkbox to indicate whether the callercan press a button to interrupt the prompt.NOTE: If you want this step to be interruptible, then anypreceding prompts (play prompt, menu announcement)back to the previous input or start step must be interrupt-

ible. If you want this step to be non-interruptible, any pre-ceding prompts back to the previous input or start stepmust be non-interruptible.

Table 5-10 Menu Prompt Step Properties (Sheet 1 of 2)





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Refer to Section 5.8, “Uploading Files For Announcements and Prompts”, on page 5-21.

Prompts 1, 2,3, 4, 5

You must configure at least one prompt, but you do nothave to configure all five. Multiple prompts are played in

sequence as a single prompt.

For example, you can combine text or wav

files with variables to produce a prompt that

says “You entered extension 25818. If this is

correct, press # to connect to this

extension.”


Select the media

type to use

Indicate the type of media to use for this prompt (Wav,

Text, Variable)Choose from From the media already available, select the one to use

for this announcement.


DTMF Keys The DTMF keys are the keys that the caller presses to ac-cess the various branches of your menu (“Press 1 forSales”, etc.)

As you add branches to a Menu announcement step, theMedia Server assigns DTMF keys: the first step you addis assigned to Time-out, the second step to 1, and so on.Use this page if you want to change the key assignments.

Menu choice For each of the branch steps that you have configured,select the key that the caller presses or select None orTimeout.

Note: If a key assigned here conflicts with a key assign-ment on the Keypad Application Property page, it is thelatter (the application property) that takes precedence.


Table 5-10 Menu Prompt Step Properties (Sheet 2 of 2)




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5.6.8 GoSub Step

A GoSub step allows an author to create an application that can pass data collected from acaller to a specified URL for processing. The application can be built to branch based on the

URL response. Information gleaned from the response can be saved in run-time variables.

Applications written with GoSub steps are intended to be written by authors with general webskills.

5.6.9 Caller time-out

When you begin adding steps as nodes for Menu Announcement or Menu Prompt steps, thefirst step you add is assigned to Time-out (what happens when the caller fails to press a key).

If the caller fails to press a key, the Media Server does the following:

● Waits for the time period defined on the Caller Error property page for the application (Tim-eout for caller menu selection or data entry).

● Then automatically re-prompts the caller to make a selection.

● If the caller still fails to press a key, the caller is reprompted up to the number of times spec-ified in Maximum number of errors.

● After that if no time-out branch is defined, the caller is automatically redirected to the Sys-tem Error Page.

It is good practice to always define what happens on time-out. For example, you can route a

caller to the operator or use a GO TO step to route the caller to the System Goodbye page.

5.6.10 Menu Announcement Step

The Menu Announcement step provides a schedule-based announcement of the selectionsavailable to the caller. You can branch up to 10 other steps from a Menu Announcement step.



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Step ID Enter an ID number to be associated with this step. Whenyou call in to modify an announcement (for example,switch to the alternate announcement), this number alongwith the application's ID number, identifies the step youwant to modify.



Options Choose which Announcement to play: Select Standard orAlternate.Note: No matter which announcement you select for thisoption, you can upload files and configure the announce-ments for standard, alternate, and after hours.

Activate AfterHours Announce-ment

For Standard Announcement, you can activate the AfterHours feature.Select or deselect the Activate After Hours Announce-ment checkbox to indicate whether you want to play anannouncement during the time when the standard an-nouncement is not playing.

Setting Select or deselect the Interruptible checkbox to indicatewhether the caller can interrupt the announcement bypressing a key.

Standard The standard announcement plays on the days that theschedule shows your business is open, during the hoursbetween each day’s start and end times.


Select the media

type to use

Indicate the type of media to use for this announcement

(Text, Wav, URL).


Table 5-11 Menu Announcement Step Properties (Sheet 1 of 2)




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Alternate When selected, the alternate announcement ignores theschedule associated with this application and plays 24

hours a day. You can select the alternate announcementremotely, by using the TUI IA application.

Note: The announcement played depends on the sched-ule but the key assignments do not change.




Choose from From the files already uploaded for this application, select

the one to use for this announcement

After Hours The after-hours announcement plays on the days that theschedule shows Closed for the Day and between oneday’s end time and the next day’s start time.




Choose from From the files already uploaded for this application, select

the one to use for this announcementDTMF Keys The DTMF keys are the keys that the caller presses to ac-

cess the various branches of your menu (“Press 1 forSales”, etc.)As you add branches to a Menu announcement step, theMedia Server assigns DTMF keys: the first step you addis assigned to Timeout, the second step to 1, and so on.Use this page if you want to change the key assignments.

Menu choice For each of the branch steps that you have configured,select the key that the caller presses or select None or

Timeout.Note: If a key assigned here conflicts with a key assignment on the Keypad Application Prop-erty page, it is the latter (the application property) that takes precedence.


Table 5-11 Menu Announcement Step Properties (Sheet 2 of 2)



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5.6.11 Transfer Step

A Transfer Step transfers the caller to an extension. You cannot have any steps branching froma Transfer step.

5.6.12 Logic Step

The step performs a logical comparison between a variable that was obtained in an earlier stepand another variable or fixed value.

For example, assume you are offering senior discounts. You can use a Get Input Step to obtainthe caller's age (and store it in a variable “Age”). Then you can use a Logic step to compare theAge variable to the integer 65 and route the caller based on that comparison.

The comparison can be based on one of the following operators:






Options Choose whichTransfer Destina-

tion Number to use

At this step, callers can transfer to a telephone numberthat you define (Dialed String) or to an extension associ-

ated with a variable. Operator is provided as a defaultvariable. (You define the operator extension on the Key-pad Navigation properties page.)

Dialed String You can enter up to 50 digits, including 0 to 9, *, #, A, B,C, D, ! (represents a hook flash) and , (represents a 2 sec-ond delay)

Value of Variable You can select the label for an existing variable as thetransfer destination.

Table 5-12 Transfer Step Properties

>When using a Logic step with OpenScape, note the following restriction: You cannot

use a Get User Input step to get a phone number to compare to a digit string if thephone number is in SIP format (as it would be for calls coming from other Open-Scape users). In these cases, the SIP format is, for example, [email protected] the comparison to a digit string would fail.

Meaning

> greater than




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Adding Steps to the Application Flow

The step routes the call on both True and False results of the comparison. From the Logic step,you should add more steps based on whether the comparison is True or False.

5.7 Adding Steps to the Application Flow

The Start step (which has no properties) is always the starting point for your application. To adda step:

< less than

= (string) equal to string

= (integer) equal to integer




Enable HistoricalReporting Select or clear the checkbox to indicate whether you wantto keep statistics on this step.

Logical Oper-ators

Choose whichTransfer Destina-tion Number to use

On this page, you set up the comparison on which theLogic step is based.

1. Select the operator (greater than, less than, equal tostring, equal to integer).

2. Select a variable in the Comparing field to be the leftoperand.

3. The right operand can be a variable or a constant. If

you want to use a Variable, select one from the list ofvariables defined in the application. If you want to usea Constant, enter a string or an integer.

Note: with OpenScape, you cannot use a Get User Inputstep to collect a digit string from other OpenScape users(a phone number, for example 25818) to be compared inthe Logic Step with a called number because OpenScapetranslates digit strings into SIP addresses (in the [email protected]) and the comparison would al-ways fail.

Table 5-13 Logic Step Properties

Meaning



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Uploading Files For Announcements and Prompts

1. Click Start in the Flow Panel to highlight it.

2. Click a step in the Steps Toolbar to highlight it.

3. Click .

Once the step has been added to the flow, you must configure its properties. To configure theproperties for a step:

1. Highlight a step in the flow panel.

2. Click .

The icons that are associated with each step are useful in identifying a step after you'veadded it to the application flow and renamed it. For example, you add a Play Prompt stepand it gets added as PlayPrompt1. You rename it to Store Info but you can still identify it asa Play Prompt step by the icon.

3. Fill in the application properties.

5.8 Uploading Files For Announcements and Prompts

The File Upload utility is available so that you can upload a new text or wav file to use with

your application.

● Text file—only available if you have purchased the Text-to-Speech feature. Text-to-Speechmust be enabled if you want to use a text file for an announcement or prompt.

● Wav file—must have the required format: 8 kHz, 16 bit, mono.

To upload a text or wav file:

1. Browse to locate the file or enter the full path name in the text box.

2. Click .

>

You must decide if you want a step to branch from or follow after an existing step.You can click the minus and plus signs next to the steps to make it easier to se-

lect the step you want.

>For Menu Announcement and Play Announcement steps, only one file can beassociated with each announcement (standard, alternate, after-hours). Whenyou upload a file for one of these announcements, it is assigned a name. Forexample, if you upload a file called ABC.txt it is renamed to Standard<n>.txt,

where <n> is an internal ID number assigned to the step. So when you uploada new file (NewABC.txt) it is renamed to Standard<same ID>.txt and replacesthe previously-uploaded file.




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Defining What Happens when the Caller Times Out

To use it for the announcement or prompt:

a) In the Select the media type to use field, select the appropriate media (text file or wavfile)

b) Select the file so that it appears in the appropriate Choose from: box. (You can clickListen for a wave file or View for a text file to check that you have the right file.)

c) Click .

The information added next to the step name shows whether the necessary announcementsor prompts have been configured for each step.

Once you have uploaded a file to be used with an announcement or prompt, you can upload anew file to replace the one you don't want, but you cannot delete the file.

5.9 Defining What Happens when the Caller Times Out

When you begin adding steps as nodes for Menu Announcement or Menu Prompt steps, thefirst step you add is assigned to Time-out (what happens when the caller fails to press a key).

If the caller fails to press a key, the Media Server does the following:

●

Waits for the time period defined on the Caller Error property page for the application (Tim-eout for caller menu selection or data entry).

● Then automatically re-prompts the caller to make a selection.

● If the caller still fails to press a key, the Media Server e will reprompt up to the number oftimes specified in Maximum number of errors.

● After that if no time-out branch is defined, the caller is automatically redirected to the Sys-tem Error Page.

It is good practice to always define what happens on time-out. For example, you can route acaller to the operator or use a GO TO step to route the caller to the System Goodbye page.

5.10 Saving URLs

When the Text-to-Speech feature is enabled, the Media Server can read the text of a web pageand convert it to an announcement. Refer to Section 5.13.6, “Text-to-speech Properties”, onpage 5-29 for additional information.

To make a URL available for an announcement:

>This merely uploads the file to a directory on the Media Server server.



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Using the Work Space

1. Enter the URL in the text box.

2. Click .

Because the URL you are saving overwrites any previously saved URL, you should be carefulwhen saving the URL.

5.11 Using the Work Space

You can use the work space as a way to temporarily hold steps that you are going to move ordelete.

To move a step to the work space:

1. Select the step that you want to move or delete.

2. Click . This moves the step and all steps that branch from it into the workspace.

To move a step back to the application flow:

1. Select the step in the workspace.

2. Click . This moves the step and all steps that branch out of the work space and backto the application flow.

To delete a step permanently:

1. Select the step in the workspace.

2. Click the delete button that is part of the workspace. A message asks you to confirmthe deletion.

5.12 Music-on-Hold Application

The Music-on-Hold application allows you to select the music or announcement that will beplayed to your callers when they are put on hold.

>This merely uploads the file to a directory on the Media Server. To use it for the an-nouncement, click .

>Make sure that the step you want to move is really the one selected. (It shouldbe highlighted.)

>HiPath 5000 V4: The Music-on-Hold application is considered a system resource.As such, it is not a directly callable device, but rather a resource that can only be ac-cessed internally when a call has been placed on hold or parked.




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Music-on-Hold Application

The application consists of two steps:

● You configure the Play Announcement step with the wav or text file or URL that you wantto use for the source of the music or announcement.

● The Go To step automatically points back to the Play Announcement step, ensuring con-tinuous music (or announcement) on hold for the caller.

Figure 5-1 Configuring Music-on-Hold

To configure Music-on-Hold:

1. Create the application by configuring its General Properties: Name, Description, Applica-tion ID, and Language. (Music-on-Hold is not associated with a schedule.) Refer to Section5.13.1 on page 5-26.

2. On the Flow page, configure the Play Announcement step:

a) General: Name, Description, Application ID, Enable Historical Reporting.

b) Standard: Upload the source file for the application, or indicate the URL to be used.

c) Click Submit.

d) You can configure the General properties for this step (Name, Description, Enable His-

torical Reporting), but you do not configure the Options.e) Click Submit.

3. Add the Music-on-Hold application to the routing table:

a) Jump to Routing.

b) Select the application category and then the Music-on-Hold application.

c) Select the Port link to open the Port Table for this application.

d) Clear the Sharing all the available ports checkbox.

e) Select an available analog port and click Edit.

f) Select Dedicated to use this port as a dedicated Music-on-Hold port.

g) Click Update.

h) Click Finished.

4. Update the Connectivity Table:

>Like other Play Announcement steps, you can change the source file remotelyusing the TUI IA application.



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Music-on-Hold Application

a) Under System Administration, click Connectivity to open the page for the Port Table.

b) For the port that you just dedicated as the Music-on-Hold port, click Edit.

c) In the PBX column, select the System Music option that corresponds to your telecom-munication platform.

d) Click Update.

e) You can click Refresh to make sure that the analog line has been correctly configured,and then click Finished.

>The port must be also dedicated on the “other side” (the telecommunication plat-form) as a Music-on-Hold port.




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Configuring Properties for Applications

5.13 Configuring Properties for Applications

The following properties need to be configured for applications:

● General Properties● Keypad Properties

● Caller Errors Properties

● Recording Properties

● Speech Properties

● Text-to-speech Properties

5.13.1 General Properties

The General Properties are configured when you create the application. You can edit them atany time:

Refer to Section 5.3, “Creating an Application”, on page 5-2 for additional information.

Properties Instruction and Description

Name Enter a name of 40 characters maximum. Use only letters and numbers,no spaces or special characters.

Description Enter a description of up to 1248 alphanumeric characters. There are nolimitations on the text: you can use letters, numbers, spaces, specialcharacters.

Application ID Enter an ID number (up to 10 digits) for this application. This number isused to identify the application when you use the TUI IA to modify aMenu Announcement or Play Announcement step.

Language Select the language for the application (English or German). The lan-guage selected here takes precedence over the language that you se-lect on the home page. This selection determines the language for theMedia Server prompts (such as those from the System URLs) and text-to-speech.

Schedule The schedule that will be associated with the Play Announcement and

Menu Announcement steps when those steps are used in this applica-tion. You can modify the standard schedule to suit your business hoursor create a new schedule. Refer to Section 2.3, “Creating and EditingSchedules”, on page 2-2.

Table 5-14 General Properties



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5.13.2 Keypad Properties

The keypad properties set the behavior of the telephone interface -- which keys the user press-es to reach the designated targets.


Navigation Navigation keys are used in custom applications:

Home key The key that the user presses to return to the step thatyou have set up at the beginning of the application.

Operator key The key that the user presses to reach an operator.

Operator extension Enter the operator extension that is associated with theOperator key and variable.

Ignore navigationkeys

If menu keys in a step conflict with the application's nav-igation keys, this option determines which takes prece-dence. Select this option if you want menu keys to takeprecedence.

Selection Select checkbox key The key that the user presses to select a checkbox or anoption button in a Word Web form.

Clear checkbox key The key that the user presses to clear a checkbox or anoption button in a Word Web form.

End input sequence(0 to 9, * or #)

The key that the user presses to indicate that input in atext field is complete.

Speech Rec-ognition Con-firmation

Repeat menu key The key that the user presses to request that the menube repeated. This can be used if the caller realizes thatthe Media Server did not recognize what he said and hewants to say it again.

Others Detect A, B, C and Das DTMF keys

Select or clear the checkbox to indicate if A, B, C, and Dcan be used as DTMF keys. (This option applies to theEuropean market.)

Navigation keys nottriggered by callerinput

If you select this option, navigation keys are ignored.

Table 5-15 Keypad Properties




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5.13.3 Caller Errors Properties

The caller error properties set the intervals within which callers must respond to prompts.

For example: in a Get User Input step a caller is prompted to enter a number. If you set Timeoutfor caller menu selection or data entry to 10 seconds and the caller fails to press a key within10 seconds, the prompt is repeated. If the caller still fails to press a key, the prompt is repeated,up to the number of times specified in Maximum number of errors. If the user presses one ormore keys and then delays in pressing another key, the system waits for the number of secondsspecified in Timeout for successive digits. If this option is set to 5 seconds and the user stillfails to press another key in 5 seconds, the system times out.

5.13.4 Recording Properties

The recording properties set the recording parameters:

For additional information refer to Section 5.2, “Recording wav Files”, on page 5-1.

Properties Instruction

Timeout for caller menuselection or data entry

Enter the maximum amount of time the system will wait for a callerto select a menu option or to begin entering data in an entry field.

Timeout for successivedigits

Enter the maximum amount of time the system will wait for the call-er to enter each successive digit into a multi-digit entry field.

Maximum number of er-rors (0 to 10)

Enter the number of times that a user can press the wrong key orfail to respond to a menu prompt before the application times out.

Table 5-16 Caller Errors Properties


Maximum recordinglength (1 to 15 minutes

Enter a number between 1 and 15 to indicate the maximum lengthin minutes for wav files that are used in announcements andprompts.Stop recording when the caller presses any key: Select this optionif you

Stop recording when thecaller presses any key

Select this option if you want the user to be able to interrupt aprompt or an announcement.

Select WAV format for re-cording and Speech Rec-ognition

This field, which cannot be changed, displays the required formatfor wav files to be used in the application: 8 kHz, 16 bit, mono for-mat.

Table 5-17 Recording Properties



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5.13.5 Speech Properties

The speech properties are used when the Speech Recognition feature is available:

5.13.6 Text-to-speech Properties

The Text-to-Speech properties determine how text files and URLs are converted to announce-ments and prompts that your callers hear.


Enable Speech Recogni-tion

This selection enables the speech recognition feature.

Select Speech Recogni-tion mode

Select the mode to be used in your applications.

Description This section describes the mode that you selected.

SR Threshold Range (0- 100)

Suggest Confirmation Select this checkbox if you want the callers input to be confirmed.For example, “you said TODAY. If this is correct, press 1. If this isnot correct, press 2."

Table 5-18 Speech Properties


Enable Text-to-Speech This option must be selected if you are using text files or URLs forannouncements and prompts.

Select Text-to-Speechmode

Select the voice to be used for text-to-speech

Description Displays a description of the Text-To-Speech mode.

Select WAV format This display-only field shows the available wav format: 8 kHz, 16bit, mono

Table 5-19 Text-to-Speech Properties

>For text-to-speech in German, umlauts should be replaced in text files with 'ae' for ä,'oe' for ö, and 'ue' for ü in order to ensure correct pronunciation.




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Using the Telephone User Interface (TUI) Intelligent Announcement (IA)

5.14 Using the Telephone User Interface (TUI) IntelligentAnnouncement (IA)

You can use this application to call in to the Media Server and change the announcement as-

sociated with a Menu Announcement or Play Announcement step.

How to use the IA Remote Administration application:

1. Under Applications, click Administrative.

2. Select the TUI IA application.

3. Select the language for the this application. (Other properties for this application are notconfigurable.)

4. Click .

5. Jump to Routing.

6. Assign the application to the routing table. Refer to Section 7.3, “Assigning an Applicationto the Routing Table”, on page 7-4.

7. Edit the TUI IA entry in the routing table in a way that will enable the administrator to callin to this application.

For example, you can add a DNIS entry or an ANI entry that will be used only for the TUIIA application.

Now that it is assigned to the routing table, you can use it to change the announcement asso-

ciated with a Menu Announcement or Play Announcement step in an application:

1. Call in to the application. (Depending on how the TUI IA is set up in the routing table, youshould call in TO a certain number -- if routed on DNIS, or FROM a certain number -- ifrouted on ANI.)

2. Enter your administration ID and password (default is 2000, 12345). After validating this,the TUI IA application will ask you which application you want to change.

3. Enter the ID configured for your application. Then it will ask you for the ID of the step.

4. Enter the step ID for a Play Announcement or Menu Announcement step.

5. Follow the telephone prompts to select which type of announcement to use, to record anew announcement, or to activate or deactivate Alternate or After-Hours announcements.Updated announcements are refreshed immediately.



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Nur für den internen Gebrauch Building Word Web Applications

Creating a Word Web Application

6 Building Word Web Applications

This section provides procedures for building Word Web applications as follows:

● Creating a Word Web Application

● Setting up Word Web Applications

● Configuring Properties for Word Web Applications

6.1 Creating a Word Web Application

A Word Web application offers you the ease of building your application (including multiple-se-lection menus, one-selection menus, and forms) in Microsoft Word. Once it is saved as anHTML file, the document can be easily imported for use by the Media Server.

To create a Word Web application:

1. Use the guidelines in the Word Web Guide to create your Word document.

2. Save the Word document as an HTML file.

3. Upload the HTML file to an internet location where the Media Server can use it.

4. Configure the System Administration Proxy settings for Word Web -- TTS Mode Speakers,SR Modes, and Apache Settings. Refer to Section 6.2, “Setting up Word Web Applica-tions”, on page 6-2.

5. Create the Word Web application and configure its Name, Description, and Language. Thename must match the value that you define for the IWR.WTE.Application variable in theWord Web document.

6. Configure the step properties: Name, Description, and Enable Historical Reporting.

7. Configure the Options page for the Go To step by entering the URL where the HTML file is

stored.

8. Configure the Properties for the Word Web application. Refer to Section 6.1, “Creating aWord Web Application”, on page 6-1.

>The Word Web application has only one step in its flow, a Go To step.

>From time-to-time, the URL entered may become obsolete. For example, if theserver name referenced changes or the page gets renamed. When this hap-pens, you will have to update this field to reflect the change.



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Setting up Word Web Applications

9. Add the application to the routing table. Refer to Section 7.3, “Assigning an Application tothe Routing Table”, on page 7-4.

There is some flexibility in the order in which you perform the above steps but they must all be

completed in order for the application to work.

Refer to the Word Web Feature User Guide, G281-0844 for information about creating WordWeb documents.

6.2 Setting up Word Web Applications

The System Administration Word Web settings are as follows:

● TTS Mode Speakers

● SR Modes

● Apache Settings

6.2.1 TTS Mode Speakers

This web page specifies which speaker you want for the various text-to-speech modes:

For each available language:

1. Click Edit to modify one or more settings.

2. Change a setting by selecting a different one from the list.

3. Click Submit to save the changes you have made.

6.2.2 SR Modes

For each available language, Click Edit to select the Speech Recognition Mode for each avail-able language and then click Submit or Cancel.

Mode Instruction

Text Select the voice for text that is processed by the Word Web application.

Section Select the voice that the application will switch to when it hits a section heading

in the Word document.

Menu Select the voice that is used when the application processes a menu.

Table 6-1 TTS Modes

>If you are in Edit mode, you must click Submit or Cancel to continue working on theWord Web system administration settings.



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Nur für den internen Gebrauch Building Word Web Applications

Configuring Properties for Word Web Applications

6.2.3 Apache Settings

This page contains the settings for the proxy server, which handles requests from the MediaServer to a server outside the firewall, for example to reach a URL or a Word Web document

used in an application.

At installation, the settings described below are initialized to the defaults for your system.

6.3 Configuring Properties for Word Web Applications

Besides configuring the same properties as other Media Server applications, you have to con-figure two additional properties for Word Web applications:

Settings Description

RemoteProxy

The http proxy that controls the requests from the Media Server server througha proxy-controlled firewall (if there is one - if there is none, this should be leftblank). Any requests matching the Remote Proxy Pattern is routed to this ma-chine, which decide if it is allowed the request or not. This is the remote-serverparameter at http://httpd.apache.org/docs-2.0/mod/mod_proxy.html#proxyre-mote.

RemoteProxy Pat-tern

The exact setting that the proxy use to get out through firewalls. The syntax isprotocol://hostname[:port] (where protocol is always “http”)

Note: Entering * causes all requests to be processed by the server specifiedin Remote Proxy.

Log Level Adjusts the verbosity of the messages recorded in the error logs. The possiblevalues (in order of decreasing significance) are emerg, alert, crit, error, warn,notice, info, debug. For normal operations, this is set to info.

Table 6-2 Apache Settings


Add Continue Option To Multi-ple Choice Menus

Selecting this option causes the Media Server to add the fol-lowing menu selection to every multiple choice menu: To continue press <next digit>. You can override the setting on this

page by a setting in the Word document. (Consult The WordWeb Guide for more information.)

Table 6-3 Word Web Properties



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Configuring Properties for Word Web Applications

Wait For Timeout On IsolatedLinks

Selecting this option causes the Media Server to offer the one-choice menu and then wait for the caller's response for the

time period defined in the first timeout interval. If this option isnot selected, the Media Server adds the continue option.

For example: With the Wait for Timeout checkbox

selected: Callers hear “Experienced users can

press 1 to go to the <bing tone> menu.” With the

Wait for Timeout checkbox cleared, callers hear

“Experienced users can press 1 to go to the menu.

Press 2 to continue.”


Table 6-3 Word Web Properties



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Nur für den internen Gebrauch Adding Applications to the Routing Table

How Calls are Routed to Applications

7 Adding Applications to the Routing Table

7.1 How Calls are Routed to Applications

The system-wide routing table controls the rules for how the applications are routed. Calls canbe routed to particular applications based on the criteria in the routing table:

● Called or calling party number

● Whether it came from an internal or external source

● Forwarding condition

● Dedicated port

The call-routing process works as follows:

1. An external call may arrive at or an internal call may originate from the telecommunicationplatform. Based on configuration of the telecommunication platform, the call is routed tothe Media Server.

2. The Media Server checks the port table (administered by the Connectivity Page) to see ifthe connection is enabled or (for IP connections) that a session license is available.

3. If the port is licensed and enabled, it answers the call and collects the call information. Ifnot, the call is rejected (disconnected).

4. It consults the routing criteria in the Routing Table. Routing possibilities are:

● The port can be dedicated to a specific application. (Select Port in the Routing Tableto dedicate the physical port (for TDM-based platforms) or session (for IP-based plat-forms) to a specific application.)

● The call can be routed based on the number dialed by the caller. (Edit the DNIS fieldin the Routing Table to route the call based on dialed number information.)

● The call can be routed based on calling party information. (Edit the ANI field in theRouting Table to route the call based on calling party information.)

● The call can be routed based on its origin. That is, on whether the call originates inter-nally or externally (via a trunk). (Edit the Int/Ext field in the Routing Table.)

>Some telecommunication platforms may not provide all of the above on everyphone call. This must be taken into consideration when configuring the routingtable.



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How Calls are Routed to Applications

● The call can be routed based on its forwarding condition. That is, whether the callerdialed directly or was forwarded to the Media Server. If it was forwarded, further dis-tinction can be made between busy, ring-no-answer (RNA), and fixed (also known asstation) forwarding reasons. (Configure this by editing the Fwd field in the Routing Ta-

ble.)

The call can be routed based on any combination or all of the above as configured in a par-ticular row of the table.

5. It searches the routing table row by row until it finds the first entry matching the informationfor this particular call.

6. It routes the caller to the appropriate application.

The routing table is searched for the first entry matching the information for this particular call.The call is then connected to the Media Server application indicated in the routing table row

that matches this call.

Routing Table Example:

For this example, assume that the Media Server is connected to a HiCom 150 configured toprovide all call criteria (called ID, calling ID, call origin, and call type). The example also as-sumes that your company has multiple applications in use. For example:

● The Main application is what customers hear when they dial your main external number(492-5000).

● The Benefits application is what employees hear when they dial the Human Resources

number from an internal phone (25001).● The Jobs application is what job applicants hear when they dial the Human Resources

number from an external phone (492-5001).

● The HRHelp application is what outside callers hear when the phone of the departmentsecretary (who takes calls when department members are not available) is forwarded.

● The Boston application is for employees calling from the Boston office. (That office is beingclosed and the employees are calling to discuss relocation options.) Routing is based onthe tie line number that begins with 7.)

● The TUI IA application is used to allow the system administrator to call in and select an

alternate announcement. It is configured with the administrator's extension (23305) as ANI.

Even though you do not configure it in the Routing Table, the Port column appears in the tablebelow to show that in some cases a port can be dedicated to an application, such as Music onHold.



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Using Dedicated Ports

The Routing Table is then searched, starting with the first application (Order = 1), looking for amatch for the particular incoming call.

It is recommended that the last row of the table be set to match every call (the default) so thereis a fail-safe “fall through”. Otherwise if no match is found, the caller will hear an error announce-ment.

7.2 Using Dedicated Ports

Particular physical TDM ports (or IP sessions) can be dedicated to or reserved for particularapplications:.

Order ApplicationName

DNIS ANI Int/Ext FWD Port

1 Main 5000 * * *2 Benefits 5001 * Internal *

3 Jobs 5002 * External *

4 HRHelp * * External Unconditional

5 Updates *7

6 TUI IA 23305

7 Catch All * * * * *

Table 7-1 Routing Table Properties

Properties Description and Instructions

Port You can select Port in the appropriate row of the routing table to jump to the application's Port Table where you can configure a ded-icated port.

If a call comes in on a particular port and that port is dedicated toan application, the Routing Table is not scanned at all for this call.In addition to matching the call information criteria, the particularport must be enabled and not dedicated to any other application.

Select the value for themaximum number ofsessions

You can Select the value for the maximum number of sessionsto configure the maximum number of simultaneous callers usingthe application. The default value is the maximum number of ses-sions physically possible within that system (based on installedhardware, etc.). It can be set lower, which would effectively reservea number of sessions for other applications.

Table 7-2 Port Properties (Sheet 1 of 2)




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Assigning an Application to the Routing Table

7.3 Assigning an Application to the Routing Table

An application may be added to more than one place in the routing table. To add an applicationto the routing table:

1. In the System Administration page, click Routing.

2. Select an application category from the drop-down list.

3. Select the application you want to add to the routing table.

4. Click .

The option is added with the default routing criteria that match all incoming calls.

5. Click Edit to change the criteria for the application (refer to Table 7-3 on page 7-4).

6. Click Submit > Finished.

Sharing all the availableports

The checkbox Sharing all the available ports, when selected, in-dicates that all ports are usable except those dedicated to other ap-

plications. Clear this checkbox if you want to edit a port.Name Are from the Connection table and cannot be edited

Extension

Dedicated to Other Ap-plication

The name of the application (if this port is dedicated)

Dedicated Indicates that callers on this port must use this application

Usable Indicates that callers on this port can use this application

Disabled Indicates that callers on this port cannot use this application


DNIS Enter the number to match on if you want the call to be routed based on the

number dialed.ANI Enter the number to match on if you want the call to be routed based on the

calling number.

Int/Ext Select Internal, External, or Don't Care (meaning either internal or external).


Properties Description and Instructions

Table 7-2 Port Properties (Sheet 2 of 2)



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Using Wild Cards

You can also jump to the application's flow or properties by clicking one of those links.

7.4 Using Wild Cards

You can enter a string of characters to match in the DNIS and ANI fields. You can also use thewild card characters asterisk (*) and question mark (?). The * character matches any string ofcharacters (including nothing). The ? character matches any single character (but not nothing).Any other characters must match exactly to declare a match.

Examples:

12345 Matches only the number 12345.

12*45 Matches any number beginning with 12 and ending with 45 (1245, 12345,

1278945, etc.).

12?45 Matches any 5 digit number beginning with 12 and ending with 45

(12145, 12345, 12945, etc.).

165.218.* Matches all IP addresses beginning with 165.218..

Forward Select Direct if you want a call dialed directly to the Media Server to go thisapplication. Select one or more forwarding conditions (busy, ring-no-answer,

or unconditional) if you want to route callers to the application on any or all ofthem. With all boxes selected, all types of direct and forwarded calls are routedto the application.

Note: The Int/Ext and Forward options cannot be used with the Hicom 300 andHiPath 4000 platforms.

Port This link takes you to the Connectivity page.

Flow This link takes you to the Routing page.

Property This link takes you to the application's Property pages.

>Note that when you select Don't care or all forwarding options, the display shows *,

meaning match all.






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Using Wild Cards



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Nur für den internen Gebrauch Testing and Debugging the Application

Completion Checklist for your Application

8 Testing and Debugging the Application

When you have finished building an application:

● All steps have been added and their associated resource files have been uploaded

● Properties have been assigned

you can test the application by assigning it to the routing table and calling it. Check every branchof every menu to make sure that the appropriate announcements are in place.

8.1 Completion Checklist for your Application

The information displayed next to each step is one way to ensure that your application flowscorrectly.

● Have you configured the files for announcements and prompts?

● Have you added the nodes (branches) for menu steps?

● Have you completed all the digit assignments for the nodes of menu steps and configureddestination targets for Go To and Transfer steps?

8.2 Testing your Application

When you have finished building an application:

● All steps have been added and their associated resource files have been uploaded

● Properties have been assigned

You can test the application by assigning it to the routing table and calling it. Check everybranch of every menu to make sure that the appropriate announcements are in place.

8.2.1 Using Diagnostics

You can retrieve real-time statistics on the performance of the Media Server applications. Run-ning real-time reporting does not affect the performance of the Media Server.

8.2.2 Calls in Progress

Displays all current calls in progress, including duration, origin, reason, licenses, and applica-tion associated with the call.



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Testing your Application

8.2.3 Service Status

Current Status—indicates whether the system is running or stopped.

You can take the actions listed below:

7Warning: Actions you take on this page can affect incoming calls -- they can

be dropped or remain unanswered.

Action Description

Start Brings Telephony Service (Media Server) online after it has been stopped orpaused

Stop Immediately stops Telephony Service (Media Server). Calls in progress are

droppedTable 8-1 Service Status Actions



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Nur für den internen Gebrauch Requesting and Using Reports

About Reports

9 Requesting and Using Reports

9.1 About Reports

On-demand statistical reports display statistics in intervals of 15 minutes, hourly, daily, weekly,or monthly. When you click Submit to request a report, it appears immediately in anotherbrowser window. From there, you can print it or save it to an Excel or PDF file.

System Reports display statistics for all calls coming in to the Media Server:

● Time-based -- organized by time, broken out by the interval you selected, showing numberof calls, most active application, and other statistics for the interval.

● Application-based -- organized by application name, showing statistics related to howmany calls were handled, average session duration, and maximum session duration.

● Call-by-call -- organized on a per-call basis, showing which applications the call reachedand other statistics like the port the call arrived on.

Application Reports require you to select an application to display statistics for:

● Time-based -- organized by time, displaying handled calls, errors, maximum simultaneoussessions and maximum session duration for the selected application.

● Step-based -- organized by step name, displays how many times the step was reached inthe selected interval.

● Call-by-call -- organized on a per-call basis, shows duration time and other statistics for theselected application.

9.2 Requesting and Running Reports

To request a report:

1. Enter the Start Date, Start Time, End Date, and End Time for the period to be covered inthe report.

2. Enter the Report Level (System-level or Application-level) and Report Type.

For Application-level projects, select the application category and application.

3. Enter the Interval to be displayed in the report.

4. Select Enable Email Notification and your email address if you want to be notified whenthe report is ready.

>Note that no statistics are kept for Music-on-Hold applications.



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Requesting and Running Reports

5. Click Submit.

Once you submit your report request, it is added to the report queue. To view the report jobsthat are in queue for all users, click Report Jobs.

The new page shows the status of each report request:

From the reports queue page, you can take the following actions:

Status Description

In Queue Waiting to be run

In Progress Being processed by the Media Server

Success Report has been successfully run

Failed The report has failed to run

Table 9-1 Report Status

Action Instruction

Run Click Run to run all the reports in queue. The Media Server will run the reportsone-by-one.

Stop Click Stop to stop running the reports in queue. (If you click Stop while a reportis In Progress, that report continues to run. The Stop action halts the reportsfollowing that one.

Delete Click Delete to delete any report that is not In Progress from the queue.View When Status = Success, you can click View to open the completed report in

another page. From this page, you can export the report to a PDF or an Excelfile.

Table 9-2 Running Report Actions



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System-Level Reports

9.3 System-Level Reports

This section provides information about the different kinds of system level reports that are avail-able to you as follows:

● System Level Time-Based Report

● System Level Application-Based Report

● System Level Call-by-Call Report

9.3.1 System Level Time-Based Report

Report Column Description

Interval The time interval for the statistics in this row.Incoming Calls Number of calls (both accepted and rejected) that were received

by the Media Server during this interval. The number in this columnmay be less than the number of Maximum Simultaneous Calls be-cause this column shows incoming calls that were received duringthis interval and Maximum Simultaneous Calls shows the numberthat were handled (some may have been received in an earlier in-terval).

Accepted Calls Number of calls successfully routed to applications during this in-terval.

Rejected Calls Number of calls rejected by the Media Server during this interval.A call can be rejected because port is not enabled, session is notavailable, license is not available for speech recognition or text-to-speech, or call exceeds maximum simultaneous calls.

Most Active Application Application that received the most hits during this interval

Average Call Duration Average length of all calls during this interval

Maximum Call Duration Maximum length of a call during this interval

Maximum SimultaneousCalls

Maximum number of simultaneous calls handled by the MediaServer during this interval

Errors Number of calls that were disconnected by the Media Server be-cause of an error condition

Table 9-3 System Level Time-Based Report




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System-Level Reports

9.3.2 System Level Application-Based Report

9.3.3 System Level Call-by-Call Report


Application Name Name of the application described in this row.

Handled Sessions Number of sessions handled by the application.

Errors Number of calls to this application that were disconnected by theMedia Server because of an error condition

Average Session Dura-tion

Average length of time that a call was engaged with this applica-tion.

Maximum Session Dura-tion

Maximum amount of time that a call was engaged with this appli-cation.

Maximum SimultaneousSessions Maximum number of simultaneous sessions using this application.

Table 9-4 System Level Application-Based Report


Log Time The time the call hit a Media Server application.

Session ID A unique ID assigned to this session.

Start App Name First application that answered the call.

End App Name The last application handling the call.

Duration Time Length of the call from the time the call hit Media Server until thecall was disconnected.

DNIS Indicates whether this call was routed on DNIS.

ANI Indicates whether this call was routed on ANI.

Extension The number of the port on which the call was routed.

Result 1 = success; 2 =rejected; 3 = error

Reason Reason for rejection: 1 = Port Disable; 2 = TTS; 4 = ASR; 8 = Port;16 = Max Session; 32 = OtherReason for error: 64 = TTS; 128 = ASR; 256 = Port; 512 = MaxSession; 1024 = Programming; 2048 = Input; 4096 = Config; 8192= Proxy; 16384 = Other

Table 9-5 System Level Call-by-Call Reports



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Application Reports

9.4 Application Reports

This section provides information about the different kinds of application reports that are avail-able to you as follows:

● Application Time-Based Report

● Application Step Report

● Application Call-by-Call Report

9.4.1 Application Time-Based Report

9.4.2 Application Step Report


Time Interval The time interval for the statistics in this rowHandled Sessions The number of sessions handled by the specified application dur-

ing this interval.

Most active step Most hit step in the specific interval for this application. (Does notinclude Start step.)

Errors Number of calls to this application that were disconnected by Me-dia Server because of an error condition during this interval.

Maximum SimultaneousSessions

The maximum number of simultaneous sessions for this applica-tion during the interval.

Maximum Session Dura-tion

The maximum length of a session for this application during the in-terval.

Average Session Dura-tion

Average duration of all sessions for this application.

Most Active Step Step in this application that received the most hits.

Table 9-6 Application Time-Based Report


Step Name The name of the step in the specified application.

Step Type The type of step described in this row.

Step Count The number of times this step was hit during the specified interval.

Table 9-7 Application Step Report




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Application Reports

9.4.3 Application Call-by-Call Report


Log Time The time the call hit a Media Server application.

Session ID A unique ID assigned to this session.

Session Duration Time Length of the call from the time the call hit Media Server untilthe call was disconnected.

DNIS Indicates whether this call was routed on DNIS.

ANI Indicates whether this call was routed on ANI

Extension The number of the port on which the call was routed.

Result 1 = success; 2 =rejected; 3 = error

Reason Reason for rejection: 1 = Port Disable; 2 = TTS; 4 = ASR; 8 = Port;16 = Max Session; 32 = OtherReason for error: 64 = TTS; 128 = ASR; 256 = Port; 512 = MaxSession; 1024 = Programming; 2048 = Input; 4096 = Config; 8192= Proxy; 16384 = Other

Table 9-8 Application Call-by-Call Report



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Media Server, Administration Guide Z-1

Nur für den internen Gebrauch Index

Index Z

Aabout OpenScape 4-1adding

subscribers 2-2adding steps 5-20after-hours announcements 2-3allow duplicate subscribers 3-5alternate announcements 2-3announcements

after-hours 2-3

alternate 2-3standard 2-2uploading files 5-21

Apache settings 6-3application

adding steps 5-20tsting 8-1

Application Builder page 5-3application report

call-by-call 9-6

step 9-5time-based 9-5application-based 9-4applications

building 5-1creating 5-2deleting 5-3

applications for Interaction Center 4-4assigning applications 7-4assigning the application 5-26

BbuildingWord Web applications 6-1

building an application 5-1

Ccall-by-call report 9-4, 9-6caller errors properties 5-28caller time out 5-22

caller time-out 5-16calls in progress 8-1certificate information for OpenScape 4-2certificate propagation to OpenScape, testing4-2

checklistcompletion 8-1

completion checklist 8-1configuring

connectivity 2-1

options 2-6creating

schedules 2-2Word Web applications 6-1

creating an application 5-2custom application

steps 5-4

Ddefault documents for the Interaction Center,managing 3-6

deleting an application 5-3diagnostics 8-1diagnostics for Interaction Center 3-6diagnostics for Interaction Center with Open-Scape 4-2

DTMF AA option 2-6

Eediting schedules 2-2examples

logic step 5-19setting up schedules 2-4

Exchange 2000 server, adding Super Userfrom 3-3

Exchange super user 3-3Exchange, importing subscribers from 3-1

Ffax information 3-5



Index Nur für den internen Gebrauch

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Z-2 Media Server, Administration Guide

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fax information for Interaction Center 3-5file upload utility 5-21ForwardAccess application for InteractionCenter 4-4

ForwardAccess folder 4-1

Ggeneral properties

routing table 5-26Get User input step 1-2get user input step 5-6GoSub step 5-16Go-To URL step 1-2GuestAccess application for Interaction Cen-

ter 4-4GuestContent folder 4-1

HHome page 1-1

IIC Collaboration Remote Service status, test-ing 4-2

IC Journal Remote Service status, testing 4-2

IE 5.5 1-1import status of OpenScape users, testing 4-2

importing subscribers 3-1intelligent announcements 1-2Interaction Center 3-5Interaction Center applications 4-4Interaction Center diagnostics 3-6Interaction Center parameters 3-5interoperability with OpenScape, testing 4-2

Kkeypad properties 5-27

Llicense acquisition test, running 4-2licenses web page 2-5

Mmanage default documents for the Interaction

Center 3-6minimum subscription lifetime trigger 3-5music-on-hold application 5-23

OOpenScape certificate information 4-2OpenScape subscribers, importing 3-1OpenScape system information, configuring4-2

OpenScape, about 4-1OpenScape, running tests to verify interoper-ability 4-2

Pparameters for Interaction Center 3-5password option 2-8PersonalizedGreetings folder 4-1PhoneFavorites folder 4-1profiles of subscribers, viewing 3-5

Rrecord prompt step 5-11recording properties 5-28recording wav files 5-1recovering greetings (documents) deleted by

users 3-6recovering Interaction Center greetings (doc-uments) deleted by users 3-6

release exlusive use option 2-9reports

on-demand 9-1requesting 9-1running 9-1system-level 9-3

requesting reports 9-1routing calls 7-1

routing table propertiescaller errors 5-28general 5-26keypad 5-27recording 5-28speech 5-29text-to-speech 5-29

runningreports 9-1



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Media Server, Administration Guide Z-3

Nur für den internen Gebrauch Index

Ssample application, described 1-2sample applications 1-1saving URLs 5-22schedules

creating 2-2editing 2-2

securityfeatures 1-5level for browser 1-6

SelfService folder 4-1service status 8-2setting up

subscribers 2-2

Word Web applications 6-2speech properties 5-29SR modes 6-2standard announcements 2-2step application report 9-5step properties

get user input 5-6subscriber profiles, viewing 3-5subscribers, importing 3-1super user for Interaction Center, adding 3-3System Administration page 1-1

system level reportapplication-based 9-4call-by-call 9-4

system-level reportstime-based 9-3

Ttesting

the application 8-1text file 5-21

text-to-speech properties 5-29time-based report 9-5time-out 5-22time-out, configuring 1-2training for users 1-6TTS mode speakers 6-2TUI IA 2-8

Uuploading files for annoucements 5-21URLs 5-22user training 1-6using

dedicated ports 7-3sample applications 1-1the work space 5-23wild cards 7-5

VVA Logon test, running 4-2verifying

installation 2-10

license information 2-5

Wwav file 5-21Word Web application

building 6-1creating 6-1properties 6-3setting up 6-2



Index Nur für den internen Gebrauch

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Z-4 Media Server, Administration Guide

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The information provided in this document contains merely general de-

criptions or characteristics of performance which in case of actual use do

not always apply as described or which may change as a result of further

development of the products.

An obligation to provide the respective characteristics shall only exist if

expressly agreed in the terms of contract.

www.siemens.com/hipath

openscape v2.0 media server administration guide

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