Broadcast. Service Provider User Guide

Transcription

1 Broadcast Service Provider User Guide

2 All rights reserved. This publication and all supporting materials are made available for the sole use of the original recipient. It may not be copied by any means or provided or otherwise made available in whole or in part to any other party without first obtaining written consent from BT. Unauthorised copying, duplication, selling or otherwise distributing the document is a violation of copyright. Title to and ownership of this publication will at all times be with BT. This publication is believed to be accurate. No responsibility is accepted for any inaccuracy of either this publication or the systems to which it relates, or of the consequences of the use of this publication, or such systems. BT follows a policy of continuous improvement and reserves the right to revise this publication without notice. Document History Revision Number Date Summary of Change(s) Author A3a 04/09/2006 Re-launch of Broadcast product MVD A3b 27/12/2006 Audio upload rules corrected MVD A3c 18/09/2008 Re-launch of Broadcast product with announcement update via web TN 2

3 TABLE OF CONTENTS 1 ABOUT THIS GUIDE About This Guide Audience Assumptions How to Read this User Guide Related Documentation Document Conventions Subjects not covered in this Guide Updates to this guide 6 2 THE BROADCAST APPLICATION Conceptual Overview Functional Overview Ring tone Main announcement Pre and Pre-Pre Announcements Closed User Group (CUG) Broadcast Announcements Announcement content Announcement vetting Announcement recording format Main announcement duration Speed of update Rate of announcement update Best practice 12 3 SERVICE ADMINISTRATION VIA WEB Introduction Accessing your Service Administering the Service Variables Viewing the Service Variables Modifying the Service Variables Announcement Variables Pre-Announcement Main Announcement Scheduled Changes Rule Violations 23 4 SERVICE MANAGEMENT Introduction Real Time Statistics Auto Refresh Real Time Statistics Filtering 25 3

4 5 SERVICE REPORTS & GRAPHS 25 6 RUD ADMINISTRATION Introduction Logging In Time-outs Statistics Accessing RUD Top Level Menu To record a new message, press To review your recording, press To update your message, press To review the current message, press For statistics, press To edit a different Service, press square (#) 31 7 GLOSSARY AND ABBREVIATIONS 31 4

5 1 ABOUT THIS GUIDE 1.1 About This Guide This guide provides the necessary information for Service Providers to maintain a Broadcast service using the RIDE Web Interface and Remote Update (RUD). 1.2 Audience Assumptions This guide is intended for Service Providers whose task is to manage and maintain a Broadcast Service. 1.3 How to Read this User Guide The design of this guide is represented through the following chapters: The Broadcast Application. This section provides an overview of the Broadcast service. Service Administration via web. This section describes how to maintain Broadcast Service variables. Service Management. This section provides information on scheduling events, Real Time Statistics. RUD Administration. This section describes general administration of a Broadcast Service, listen to Real Time Statistics and upload announcements for use by the service using RUD. 1.4 Related Documentation The RIDE Web Interface Service Provider User Guide for general explanation of how to use and manage services delivered from the RIDE platform. Where this service is used in conjunction with Inbound Services Advanced features such as Percentage Call distribution (PCD), you should refer to the appropriate Product and Inbound Architect information, where applicable. 5

6 1.5 Document Conventions This document uses several conventions to facilitate recognition of instructions. See RIDE Web Interface Service Provider User Guide: 1.3 Document Conventions. 1.6 Subjects not covered in this Guide Generally, the following Web application conventions and functionality are not discussed in this manual: Printing Menu navigation Announcement playback Refer to the RIDE Web Interface Service Provider User Guide for an understanding of the BT RIDE web Interface application. 1.7 Updates to this guide 6

7 2 THE BROADCAST APPLICATION 2.1 Conceptual Overview Calls to a Broadcast service are answered, the service plays a pre-recorded announcement and the calls are automatically cleared. This service may be used in conjunction with Inbound services Basic or Advanced features. Advanced features include Percentage Call Distribution (PCD) which allows calls to be spread across multiple destinations, including this service. 2.2 Functional Overview Broadcast announcements are always Start At Beginning (SAB) and may be repeated up to 4 more times before the call is automatically released from the network. The message is composed of a main announcement and may be prefixed with a pre announcement and a pre-pre announcement. Both pre announcements may be used to provide additional information without having to re-load the main announcement. The total call duration may be up to 240 seconds long. Call duration should be kept to a minimum to allow the highest call volumes to be answered. Calls to a Broadcast service cannot be routed on to any other feature as Broadcast terminates the call Ring tone It is possible to define the duration of Ring Tone before the call is answered. The default value is 3 seconds and can be varied between 1 and 10 seconds. It is also possible to turn ring tone off altogether. You may wish to do this if the service is used together with the Inbound Services Advanced Feature: Percentage Call Distribution. Calls may be answered in multiple locations and you may wish to ensure that callers can not distinguish between these locations by means of differences in the Ring Tone. Hence the need to turn ring tone off. BT can configure this for you. 7

8 2.2.2 Main announcement When first delivered, the main announcement is loaded with the announcement: Sorry, this service is not available. The call duration including the duration of the optional ring tone, the pre-announcements and the repeated main announcements must not exceed 240 seconds in total. The main announcement may be up to 240 seconds long providing that ring tone is not set up, preannouncements are not applied, and the main announcement is played only once (no repeat). See Speed of update especially for long duration announcements. The announcement may be over written in several ways: You may change the audio via Remote Update (RUD). You may change the audio via web access. You may supply a suitable audio file for BT to load on your behalf, or You may supply BT with text to record and load on your behalf Pre and Pre-Pre Announcements When first delivered, these announcements are each loaded with 1 second of silence and are deactivated. They are not used unless you request BT to activate each one. The contents may only be overwritten by BT. You may supply either: A suitable audio file for BT to load on your behalf, or Text for BT to load on your behalf. 8

9 2.2.4 Closed User Group (CUG) This provides the optional facility to require all callers to enter a pre-defined PIN number before they are allowed to access the announcement. The PIN number is defined for the whole service, not per user. Callers are requested to enter the PIN number by the intro announcement: Please enter your 4 digit PIN. If they don t enter a PIN number they are told to try again by the No PIN announcement: No PIN detected. Please try again. You may define how many times they are allowed to fail to provide a PIN (Number of No Responses in a row), before the call is disconnected. This may be between 1 and 5 with the default at 2 times. The first failure may be due to the caller rummaging around to find the number, so be careful before you ask for this to be set to 1. You may annoy a lot of callers. If they enter an incorrect PIN they will hear the error announcement: Sorry, your PIN was not recognized. You may also define the total number of attempts they may make (Number of Re-Tries). This may be between 1 and 5 with a default of 3. When they exceed this value they will hear the Bye bye announcement: Sorry, your PIN was not recognized, goodbye. These variables and announcements may only be changed by BT. 9

10 2.3 Broadcast Announcements Announcement content As a Service Provider (SP) you are at liberty to design the announcement wording of your choice providing the announcements are legal, decent, truthful and honest. Where a foreign language is used, BT reserves the right to request a translated transcript. Where an announcement contravenes the above stipulations, BT reserves the right to withdraw the service. As a Service Provider if you record your own announcements directly onto RIDE or supply announcements for BT to load, it is your responsibility to ensure that the recording is of a suitable quality i.e. It is audible to the caller without background noise and distortion. You may request BT to load an announcement. It is advisable for you to retain an original audio copy, as BT will not be liable for any loss or damage. You are advised NOT to place the most important information in the first few seconds of the message. This will help to avoid the caller missing the message and allows them to confirm they have dialled as they intended. For example the message could commence Thank you for calling Announcement vetting Service Providers are obliged by PhonepayPlus to provide appropriate announcements. The announcement content may be checked by BT because of the potentially bad impact of a rogue announcement. It is possible for all announcements loaded by the Service Provider to be vetted by BT before they become active. This facility will be invoked for those Service Providers found to be using announcements, which do not conform to the content guidelines above. Vetting of announcements will only take place during normal office hours: 09:00-17:00, Monday to Friday. All announcements submitted for acceptance outside these normal working hours will wait for acceptance until the next working day Announcement recording format When you require BT to load announcements on your behalf, they must be supplied to BT in a suitable format (C-ITU (CCIT) G khz, 8-bit, mono A-law wave files). It is possible for BT to convert some formats into the one defined above. 10

11 2.3.4 Main announcement duration Note that when you upload your announcement, it can not be longer than the original duration as specified to BT at the time of original configuration. Increased announcement duration has a significant impact on the BT network and network controls must be implemented to protect this and other services from congestion. If you wish to increase the duration of your announcement, you must update the Mass Call Notification form with the change and pass this to BT via your service manager. BT will then increase the permitted announcement duration and re-configure the network controls. BT has to provide 5 days notice to other Communication Providers of this change Speed of update Updates to a recorded announcement of 45 seconds duration are normally live to callers within 2.5 minutes of being recorded, but this is dependant upon platform traffic and announcement length. Maximum time should not exceed 20 minutes. Callers dialling into the service prior to the update being completed will hear the old message. If you wish to load an announcement which is longer than 15 minutes, you are advised to do so when there is relatively little announcement update activity on the platform. Announcements are often updated under the following conditions: Before public holidays During natural disasters storms or floods. During large accidents train, ship or plane crashes During actual or threatened terrorist incidents. Your BT service manager may be able to advise you on the best time, but the situation can change by the minute Rate of announcement update The capacity to update announcements is shared between all customers and relies upon demands for announcement updates being randomly generated over time. It is a manual interface and is not capable of supporting simultaneous demands from large numbers of customers or computer automation to deliver announcement updates in parallel. To provide all customers with a reasonable level of access to this update service and to ensure that no single customer can significantly degrade the service available to the rest, BT must impose a per customer limit on the use of this service. The rate of updating announcements should be limited to one update per day. If you exceed these limits, BT reserves the right to withdraw your ability to update announcements. 11

12 2.4 Best practice To obtain the best results from your Broadcast service, you are advised to take the following steps: Keep all messages as short as possible. If the message is very short, place key information in the latter part of messages to help ensure callers actually hear it e.g. Thank you for calling. Use the announcement content to inform the caller that they have dialled as intended. Test your service to ensure the correct messages are loaded Complete the Mass Call notification form to allow BT to assess and prepare for your event. Keep BT informed of significant changes to the event details (timing, expected call volumes, announcement duration etc) Consider the response times for the various sources of data when you design the event. E.g. RUD, RTS and SDW. Prepare for the worst by making sure you can use the RUD service management and stats if you should lose web access to BT s platform. 12

13 3 SERVICE ADMINISTRATION VIA WEB 3.1 Introduction Web access is provided to allow access to service statistics and to reset the CUG and RUD PIN numbers. You can listen to the main announcement audio. The recent service development enables you also to update the main announcement via the web access. 3.2 Accessing your Service More details are described in the RIDE web interface Service Provider User guide. 1. Log in to the RIDE Web interface as described in the RIDE web Interface Service Provider User Guide, Section 3: Logging In. 2. From the main Navigation Menu select SERVICE ADMINISTRATION as described in RIDE web Interface Service Provider User Guide, Section 10: Service Administration. 3. Select the required service from the service administration page. Fig. 3.1: Service Administration page Note: Your Broadcast service is provided from a Service Type called Ride Replacement. The service administration tabbed display will appear for the selected service. 13

14 Fig. 3.2: The Service Administration Tabbed Display page The information on this page includes the functionality available for a Broadcast Service to the Service Provider. The General Information page provides you with information about your service (see Table 3.1) and the functions that you can perform (see Table 3.2). 14

15 Broadcast Service details Fields Service Name Description The name of the service Deployment Date The date and time the Service was deployed on the Node Deletion Date Last Modified Service Type Service State The date and time the service will be deleted from the Node The date and time the service was last modified The service type that this service is associated with The service status can be one of the following: Green indicates the current service is Active Yellow indicates a Change to the service is in progress Amber indicates the service is Suspended Red indicated the service is Not Deployed Table 3.1 General Information page fields 15

16 Broadcast Service Functionality Service Properties Web Control Service Variable Pages Maintain Announcements User Announcements Maintain Non Announcement Variables View DDI Aliases View DDI Values Basic Control Gives the user the ability to control this service using the Web Interface. Allows users to view the Service variables. Allows users to modify announcement variables. Allows users to upload custom announcements Allows users to maintain variables other than announcements Allows users to Aliases that have been assigned to DDI variables Allows users to view DDI variables that have been assigned to the service Allows the user basic control of the service Statistics Display RTS Page Reports and Graphs Page Display RTS Calls Today Display RTS Total Calls RTS to report answered calls only Allows users to view RTS for the service Allows the user access to reports and graphs Allows the user to view the number of calls to the service since 00:00 GMT Allows the user to view the total number of calls from the service start time to the present time. Allows the user to view answered call only Table 3.2 Broadcast Service Functionality Note: The functionality described above will only be available if the relevant permissions have been granted when the account was created. 16

17 3.3 Administering the Service Variables Once your service has been deployed the following service variables may be administered: Broadcast Service Variables Variable Name Variable Type Description Play Ring tone? Duration of Ring tone ACTMAINA Activate main announcement MAINANNT Main announcement Boolean Long integer Boolean Announcement You have the option to turn Ring tone on or off. See Ring Tone. If Play Ring tone is set to Yes, this variable defines the time in seconds that ring tone is played to callers before the call is answered. Default value is 3 seconds. Minimum is 0 seconds, i.e. no ring tone. Maximum is 10 seconds This must always be set to 1 (Yes). Do not alter this variable. The announcement that is played to callers. See Functional overview. Dialled Number Long integer The number dialled by callers. Defined by BT during configuration. SERVCPIN Service PIN RUDACCEN RUD Access Enabled PINNUMBR RUD service PIN Long integer Boolean Long integer A 4 digit PIN number used when the service has been defined to make use of the Closed User Group functionality. See Closed User Group (CUG). RUD Access Enabled The 4 digit PIN number required for RUD access. Table 3.3 Broadcast Service Variables 17

18 3.3.1 Viewing the Service Variables To view the service variables: 1. From the service administration Tabbed Display page in Fig. 3.2, click the Variable Overview tab. See the RIDE web Interface Service Providers guide: Service Administration for a general description. The Variable Overview page for this service type is displayed in Fig Fig. 3.3: The Variable Overview page Modifying the Service Variables To modify the variables listed in Table 3.4: From the service administration Tabbed Display, click Variable Details. See the RIDE web Interface Service Providers guide: Service Administration for a general description. The Variable Details page illustrated in Fig. 3.4 is displayed. 18

19 Fig. 3.4 The variable details page 19

20 Change CUG service PIN If the Closed User Group is being utilized, you may wish to change the PIN number to stop unwanted access to the service. 1. From the Variable Details page illustrated in Fig. 3.4, in the Modify column, click next to Service PIN in the Description column. The Modify Service Variable page for the SERVCPIN variable is displayed. Fig. 3.5 Modify Service PIN page 2. Enter the new PIN Number in the Current Variable Value field. The PIN Number must be: numerical 4 digits long 3. As illustrated in Fig. 3.5, leave the Change Date set to Now. (Recommended) 4. Click Save. 5. Wait a few seconds then click Refresh to update the system. Note: The CUG Service PIN can only be changed within the Web interface and not in the RUD application. 20

21 RUD Access Enabled When a Broadcast service is created, the default setting for RUD Access Enabled of Yes is automatically applied. The reason for stipulating the RUD Access Enabled variable is twofold: It ascertains whether a user can have RUD access for the service If a user enters three invalid PIN numbers in succession the system automatically sets the RUD Access Enabled variable to No. Changing RUD access can only be administered within the web interface. To enable/disable RUD access: 1. From the Variable Details page illustrated in Fig. 3.4, in the Modify column, click next to Service Activation in the Description column. The Modify Service Variable page for the RUDACCEN variable is displayed. Fig. 3.6 Modify RUD Access Enable variable 2. As illustrated in Fig. 3.6, for the Current Variable Value, click either: No to disable access Yes to enable access 3. To disable or enable the service with immediate effect, leave the Change Date value set to Now. Alternatively, click and select a date from the Calendar dialogue that you want the enablement or disablement of service to take affect from. 4. Click Save. 5. Wait a few seconds then click Refresh to update the screen. 21

22 RUD Service PIN As the service RUD Access Enabled variable is set to Yes by default, a default RUD Access PIN is automatically issued. It is strongly recommended that the PIN Number is changed as soon as possible on receipt of the service. To change the RUD Service PIN: 1. From the Variable Details page illustrated in Fig. 3.4, in the Modify column, click next to RUD Service PIN in the Description column. The Modify Service Variable page for the PINNUMBR variable is displayed. Fig. 3.7 Modify RUD Service PIN variable 2. Enter the new PIN Number in the Current Variable Value field. The PIN Number must be: numerical 6 digits long Begin with a digit other than As illustrated in Fig. 3.7, leave the Change Date set to Now. (Recommended) 4. Click Save. 5. Wait a few seconds then click Refresh to update the screen. Note: The RUD Service PIN can only be changed within the Web interface and not in the RUD application. 22

23 3.4 Announcement Variables Pre-Announcement The default Pre-announcements each contain 1 second of silence by default and can only be loaded or changed by BT Main Announcement Do not deactivate the main announcement. When first provided, the main announcement for this service contains: Sorry, this service is not available. You may upload your announcement via the web interface or via Remote Update (RUD). To upload an announcement via web please see Uploading announcements in the RIDE web interface, Service Providers User Guide. To upload an announcement via RUD please see chapter 6 RUD Administration. 3.5 Scheduled Changes This facility allows you make changes to your service now, but allows you to schedule them to come into effect at a later date and time. Please see the RIDE web interface, Service Providers guide. 3.6 Rule Violations A Rule Violation will occur when there is a conflict between one or more variable settings with inter-dependencies. These interdependencies are often as simple as: start time/date must be before stop time/date. They will vary between service types. See the RIDE web interface Service Provider User Guide: Rule Violations. 23

24 4 SERVICE MANAGEMENT 4.1 Introduction Web access provides the ability to: Access on-line Real Time Statistics Change the CUG service PIN to control access to the announcement. 4.2 Real Time Statistics A detailed description of the general use of Real Time Statistics is contained in the RIDE web interface Service Provide Guide. Details which are important to the Broadcast product are expanded here. Access is available from the service administration page Auto Refresh Although the system updates the data every few seconds, this is not reflected on the page. The page is only updated (or refreshed) when either: Refresh is clicked or Set Auto Refresh On is clicked. This option will automatically refresh the page every 30 seconds and the caption will change to Set Auto Refresh OFF, as illustrated in Fig Fig. 4.1: Set Auto Refresh OFF Click Set Auto Refresh OFF again to turn the Auto Refresh feature off. NOTE: the use of Auto Refresh has a processing overhead which will delay the delivery of Real Time Stats if used heavily. You are advised to make minimal use of this facility 24

25 4.2.2 Real Time Statistics Filtering As described in the RIDE web interface Service Provider User Guide, a number of filtering options are available: DDI Schema Region 5 SERVICE REPORTS & GRAPHS A detailed description of the general use of Service Reports and Graphs is contained in the RIDE web interface Service Provide Guide. There are no reports specific to the Broadcast product. There are many general reports available. 25

26 6 RUD ADMINISTRATION 6.1 Introduction RUD is a method of controlling Broadcast services. It enables the user to record an announcement, review the service and obtain spoken service statistics (duration of calls since last reset by the SP and regional statistics) Logging In RUD is accessed by calling a BT owned number ( ) A touch-tone telephone is required to access and input the 8-digit service code, 6-digit PIN number and to navigate through the service menu. A maximum of 3 attempts may be made to enter a service code and PIN after which, a failure message is played; the account is automatically suspended and must be reset by BT Time-outs Inactivity after logging in will result in the call being terminated after three repeats of the Service menu. If the recording time of an outgoing announcement exceeds the pre-set limit, a warning message is played and the recording is discarded. Simultaneous updates to a particular service are not permitted however statistical information available via a second RUD access is available during announcement updates Statistics The RUD service provides spoken statistics for all calls today and calls since the last reset. The call count reset is controlled via RUD. 26

27 6.2 Accessing RUD RUD is accessed by calling a BT owned number ( ). Once connected you will hear the following message: This is BT s remote update. Please enter your Service Code This is the 8 digit code that appears in the top left hand corner of the i.e Fig. 6.1 Service Administration page - Header Note: Leading zeros form part of the Service Code and must be included. You will then be asked: Please enter your PIN This is a six digit number i.e If you enter either the Service Code or your PIN number incorrectly, e.g. the wrong number or incorrect amount of digits, you will hear the following message: Sorry, I don t recognise you as an authorised user. Please enter your Service Code You must go through the entire sequence again. After three failed attempts you will be locked out and your account access will be disabled. Please contact your Service Management Administrator to re-enable your account. Once you have successfully logged in you will be presented with the Top Level Menu. 27

28 6.3 Top Level Menu Top Level Menu Message Key To record a new message, press one 1 To review your recording, press two 2 To update your message, press three 3 To review current message, press four 4 For statistics, press five 5 To edit a different service, press square # To finish this call press star * Table 6.1 Top level RUD menu Note: The menu is context sensitive and not all options will be available at one time 28

29 6.3.1 To record a new message, press 1 Entering 1 from the Top level Menu allows you to record a new message for that option. You will be asked to: 1. Record your message. 2. When you have finished press #. After pressing #, you will hear one of the following: Message Your recording is complete Your recording is too short Your recording is the maximum length allowed Response The Top level menu options are played again The announcement recording is discarded and the top level menu options are played again (also see Note: below) The announcement recording is accepted and the top level menu options are played again. It is recommended that you review this recording. (also see Note: below) Table 6.2: Recording completion message To review your new message see To review your recording. If you exit RUD without saving the update you are informed that: There are some recordings still updating You are presented with the following options and responses: Option Key Response To discard the update, press one 1 Thank you for calling. Goodbye or to cancel press two 2 The Top level menu options are played again Table 6.3: Recording options. To save your message, see To update your message. Note: Your announcement maximum duration will be defined at the time of initial configuration. See Main announcement duration. 29

30 6.3.2 To review your recording, press 2. Entering 2 from the Top level Menu is used in conjunction with recording a new message. If you have not recorded a new message, this menu option is not played. After the message has finished playing, the Top level menu options are played again To update your message, press 3. Entering 3 from the Top level Menu is used in conjunction with recording a new message and is the equivalent of clicking Save in the Web Interface. If you have not recorded a new message, this menu option is not played. You are presented with the following options and responses: Option Key Response To continue, press one 1 Service update completed successfully. or to cancel press two 2 Update cancelled Table 6.4: Update confirmation menu options To review the current message, press 4. Entering 4 from the Top level Menu allows you to listen to the current message for that option. After the message has finished playing, the top level menu options are played again For statistics, press 5. Entering 5 from the Top level Menu allows you to listen to the real time statistics for the service. You will hear the following spoken information: There have been a calls today, held for a total of b minutes and c calls since the last reset, held for a total of d minutes. Where a d are spoken numbers. To reset your running total, press 1 or to keep these statistics press 2. Selecting 1 will reset both counters to zero and you will lose the previous values. The Top level menu options are played again. 30

31 6.3.6 To edit a different Service, press square (#) Entering # from the Top level Menu allows you to edit another Service. You will hear: Please enter your service code Enter the Service code for another service. If your PIN number is different you are prompted to enter the RUD PIN number for this service. If your RUD PIN is the same you are not asked to enter it. After you have entered a valid Service Code (and/or PIN number) you are presented with the Top Level Menu options. 7 GLOSSARY AND ABBREVIATIONS See RIDE web Interface Service Provider Users Guide. 31