SMB8000 Interactive Voice Response

Transcription

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3 SMB8000 Interactive Voice Response MANAGEMENT AND MAINTENANCE MANUAL INT-2049 (GEN) Issue 1.0

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5 Contents of this manual are subject to change without prior notice at the discretion of NEC Unified Solutions, Inc. This document has been prepared for the use of employees and customers of NEC Unified Solutions, Inc. and may not be reproduced without prior written approval of NEC Unified Solutions, Inc. Windows is a trademark of Microsoft Corporation. MS-DOS is a trademark of Microsoft Corporation. UNIX is a registered trademark of UNIX System Laboratories. AG Access is a trademark of Natural MicroSystems Corporation Copyright 2008 NEC Infrontia, Inc N. State Highway 161 Irving, TX Technology Development

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7 Table of Contents Manual Introduction Section 1 General Overview Section 2 Manual Organization Book 1 Survey Guide Chapter 1 Introduction Section 1 About this Guide Section 2 Terms Used in this Guide Chapter 2 Surveys Section 1 What Is a Survey Section 2 What Is a Survey Question Section 3 What Is a Survey Answer Section 4 Creating a Survey Section 5 Creating Survey Questions Section 6 Controlling Surveys from a Script IVR Management and Maintenance Manual i

8 Issue 1.0 SMB8000 Book 2 Callouts Guide Chapter 1 Introduction Section 1 About this Guide Section 2 Terms Used in this Guide Chapter 2 Callouts Section 1 The Makeup of a Callout Optional Callout Directives Section 2 Provisioning Callouts Provisioning a Callout Schedule Provisioning a Callout Media Provisioning Callout Delivery Options Provisioning a Call Profile Section 3 Creating a Callout Request Manually Accessing Pending Callouts Section 4 Creating a Callout Programmatically Importing a CSV File CSV Profiles Uploading a CSV File Inserting Callouts Directly into the Database Section 5 Callout Logs Section 6 Callout History ii Table of Contents

9 SMB8000 Issue Viewing Callout History Records Generating a Callout History Report Book 3 Audio Management Guide Chapter 1 Audio Administration Introduction Section 1 About this Manual Section 2 Conventions Used in this Document Chapter 2 AudioMan Window Section 1 Introduction Section 2 AudioMan Window Section 3 General Window Layout Title Bar Left Pane Language Left Pane View Right Pane Record Level Output Level Audio Adjustments Audio Text Report Command Button Info Command Button Connect Command Button IVR Management and Maintenance Manual iii

10 Issue 1.0 SMB Play Command Button Stop Command Button Record Command Button Quit Button Chapter 3 Using AudioMan Section 1 Starting and Exiting AudioAdmin Section 2 Connecting to the Remote System Section 3 Audio File Actions Listening to Audio Files Removing Audio Files Recording Audio Files Section 4 Audio Adjustments Audio Adjustment Settings Trim From Start Trim From End Change Volume Compression Threshold Audio Adjustment Buttons Analyze Reset Apply Audio Analysis Section 5 Audio Text Display Text Size iv Table of Contents

11 SMB8000 Issue Message Name Lookup Button Define Delete Adding Audio Text Section 6 Updating Audio Files Book 4 Remote Client Chapter 1 Introduction Section 1 About this Guide Chapter 2 Getting Started Section 1 Section 2 Introduction Basic Concepts Section 3 Starting and Exiting Remote Client Section 4 Changing Hosts Section 5 The Remote Client Window at a Glance Title Bar Line Display Area Command Buttons Shortcut Menu Section 6 Reloading System Defaults, the Configuration File, and Scripts IVR Management and Maintenance Manual v

12 Issue 1.0 SMB8000 Section 7 Getting Help Chapter 3 Working with the Line Display Area Section 1 Line Display Area Section 2 Line Section 3 Usage Section 4 Call Activity Section 5 Script Name Section 6 Pegs Section 7 Section 8 In Use Information Chapter 4 Setting Line Properties Section 1 Introduction Section 2 Assigning a Default Script to a Line Section 3 Setting Line Properties to Trace Section 4 Locking and Unlocking Lines Section 5 Monitoring and Changing the State of Lines Section 6 Saving Information about a Line s Current State Section 7 Monitoring Line Usage Section 8 Editing Scripts Editing a Script Located on a Zeus Host vi Table of Contents

13 SMB8000 Issue Editing a Script Located on Your PC Section 9 Reloading Scripts for a Line Section 10 Using Registers Assigning Values to Registers Viewing the Most Current Register Values Chapter 7 Audio Cache Section 1 Introduction Section 2 Clearing Audio Cache Chapter 8 Statistics Chapter 9 Settings Chapter 10 Starting Programs from Remote Client Section 1 Starting the Remote Event Viewer Section 2 Starting Remote Trace Viewer Book 5 Remote Trace Viewer Chapter 1 Remote Trace Viewer Section 1 Intended Audience Section 2 Conventions Used in this Document IVR Management and Maintenance Manual vii

14 Issue 1.0 SMB8000 Chapter 2 Remote Trace Viewer Section 1 Introducing the Remote Trace Viewer Section 2 Starting Remote Trace Viewer Section 3 Using the Remote Trace Viewer Window Section 4 Stopping and Restarting the Remote Trace Viewer Display Section 5 Specifying Viewable Columns Section 6 Finding a Trace Result Section 7 Section 8 Section 9 Filtering Trace Results Filtering Trace Results Filtering Trace Results by File Name, System Name, and Event Description Section 10 Filtering Trace Results by Trace Type Section 11 Clearing Filters Section 12 Toggling the Filter On and Off Section 13 Writing Trace Results to a File Section 14 Events Section 15 Copying Trace Results to a File Section 16 Clearing Trace Results from the Remote Trace Viewer Window Section 17 Getting Help Section 18 Changing Hosts Section 19 Exiting Remote Trace Viewer viii Table of Contents

15 SMB8000 Issue 1.0 Book 6 Remote Event Viewer Chapter 1 Introduction Section 1 About this Document Section 2 Conventions Used in this Document Chapter 2 Remote Event Viewer Section 1 Introducing the Remote Event Viewer Section 2 Before Starting Remote Event Viewer Section 3 Starting and Exiting remote Event Viewer Section 4 Getting Help Section 5 Using Remote Event Viewer's Main Window Section 6 Working with Events Section 7 Section 8 Section 9 Specifying Viewable Columns Finding an Event Filtering Events Filtering By Host Name, Application Name, Events ID, and Event Description Filtering Events by Severity Clearing Filters Toggling the Filter On and Off Section 10 Writing Event Results to a File Section 11 Sending Alerts IVR Management and Maintenance Manual ix

16 Issue 1.0 SMB8000 Section 12 Clearing Events from the Event History Section 13 Changing Hosts x Table of Contents

17 List of Figures Book 2 Callouts Guide Figure 2-1 Callouts Menu Figure 2-2 Call Schedules Records Example Figure 2-3 New Call Schedule Definition Figure 2-4 Callout Media Definition Example Figure 2-5 New Callout Media Definition Record Figure 2-6 Callout Media Definition Details Example Figure 2-7 Add Media Type to Callout Media Definition Figure 2-8 Media Type Drop Down List Figure 2-9 Callout Delivery Options Definition Example Figure 2-10 New Callout Delivery Option Definition Figure 2-11 Call Profile Definition Examples Figure 2-12 New Callout Profile Definition Figure 2-13 Callout Request Example Manual Record Creation Figure 2-14 Add New Callout Definition Manually Figure 2-15 New Callout Definition Manually Example Figure 2-16 CSV Upload Profile Page Example Figure 2-17 CSV Upload Figure 2-18 Choose a File to Upload Figure 2-19 File Upload Selection Screen Figure 2-20 Files Uploaded Screen Figure 2-21 CSV Processing Results Screen Figure 2-22 Callout Logs Example Figure 2-23 Callout Logs Detail Example Figure 2-24 Callouts History Record Example IVR Management and Maintenance Manual xi

18 Issue 1.0 SMB8000 Figure 2-25 Callouts History Details Example Figure 2-26 Generate Callout History Report Example Book 3 Audio Management Guide Figure 1-1 File Menu Example Figure 2-1 AudioMan Window Figure 2-2 Title Bar Figure 2-3 Left Pane View Figure 2-4 Language Drop Down Menu Figure 2-5 Language Drop Down Menu Figure 2-6 Right Pane View Figure 2-7 Record Level Selection Figure 2-8 Output Meter Figure 2-9 Audio Adjustments Figure 2-10 Audio Text Figure 3-1 Connection Dialog Box Figure 3-2 System Authentication Dialog Box Figure 3-3 Playing Audio Files Figure 3-4 Remove File Confirmation Dialog Box Figure 3-5 Move File - Completion Dialog Box Figure 3-6 Audio Adjustment - Trim from Start Figure 3-7 Audio Adjustment - Trim from End Figure 3-8 Audio Adjustment - Change Volume Figure 3-9 Audio Adjustment - Compression Threshold Figure 3-10 Audio Text Section Figure 3-11 Define Prompt Dialog Box Figure 3-12 Move File Confirm Audio File Name xii List of Figures

19 SMB8000 Issue 1.0 Book 4 Remote Client Figure 2-1 Specify Host Dialog Box Figure 2-2 System Supporting Two Hosts Figure 2-3 Change the Host from the Remote Client Window Figure 2-4 Remote Client Main Window Figure 2-5 About RemoteClient Dialog Box Figure 2-6 Shortcut Menu Figure 3-1 Line Display Area Figure 4-1 Line Properties Dialog Box Figure 4-2 Default Script Box Figure 4-3 Tracing Options Figure 4-4 Line State Field Figure 4-5 File Location Dialog Box Figure 4-6 Editor Selection Dialog Box Figure 4-7 Edit Script File Dialog Box Figure 4-8 Sending Downloaded Files to Remote System Figure 4-9 File Location Dialog Box Figure 4-10 Save Dialog Box Figure 4-11 Sending a Saved File to a Remote System Figure 4-12 Reload Scripts Button Figure 4-13 Registers Dialog Box Figure 4-14 Sample Script Using Registers Figure 7-1 Audio Cache Details Dialog Figure 8-1 Statistics Dialog Box Figure 9-1 Settings Dialog Box IVR Management and Maintenance Manual xiii

20 Issue 1.0 SMB8000 Book 5 Remote Trace Viewer Figure 1-1 File Menu Example Figure 2-1 Remote Trace Viewer Main Window Figure 2-2 Configure Columns Window Figure 2-3 Find Feature Dialog Box Figure 2-4 Set Filter Criteria Dialog Box Figure 2-5 Trace Types Tab in Set Filter Criteria Dialog Box Figure 2-6 Write Trace Feature Dialog Box Book 6 Remote Event Viewer Figure 1-1 File Menu Figure 2-1 Remote Event Viewer Main Window Figure 2-2 Specifying Columns Figure 2-3 Find Feature Dialog Box Figure 2-4 Set Filter Criteria Dialog Box Host Name Tab Figure 2-5 Set Filter Criteria Dialog Box Severity Tabs Figure 2-6 Write Events Feature Dialog Box Figure 2-7 Alert Definitions Dialog Box xiv List of Figures

21 List of Tables Book 2 Callouts Guide Table 2-1 Callout Profile Table 2-2 Optional Callout Directives Table 2-3 Callout Delivery Options Action List Table 2-4 Callout Table Data Definition Book 4 Remote Client Table 2-1 Command Buttons in the Remote Client Window Table 3-1 Call Activity Definitions Table 4-1 Tracing Options Properties Table 4-2 Line States Table 8-1 Statistics Dialog Information Table 9-1 Settings Dialog Information Book 6 Remote Event Viewer Table 2-1 Parts of Remote Events Viewer Window IVR Management and Maintenance Manual xv

22 Issue 1.0 SMB8000 THIS PAGE INTENTIONALLY LEFT BLANK xvi List of Tables

23 Manual Introduction SECTION 1 SECTION 2 GENERAL OVERVIEW This manual provides information for managing and maintaining the Interactive Voice Response (IVR). MANUAL ORGANIZATION This manual is divided into six books. Book 1 Survey Guide This book provides information for programming the system for the purposes of managing surveys (polls) whether for use in an outbound or inbound call. Book 2 Callouts Guide 1Manual Introduction This document provides information for programming the system for the purposes of placing automated outbound calls. Book 3 Audio Management Guide This document provides information for people who wish to record and/or manage recorded audio files, listen to, remove, or activate audio files on a Zeus system. These audio files are used as audio prompts within Zeus to callers. Having a basic knowledge of Zeus and Microsoft Windows is helpful but not required. IVR Management and Maintenance Manual 1-1

24 Issue 1.0 SMB8000 Book 4 Remote Client This document is for users of the Remote Client application. It explains how to set up and monitor information on the Zeus application. Having a basic knowledge of Microsoft Windows is helpful but not required. Book 5 Remote Trace Viewer This document is for administrators who use Remote Trace Viewer to troubleshoot possible problems with the system. Having a basic knowledge of Zeus and Microsoft Windows is helpful but not required. Book 6 Remote Event Viewer This document is for administrators who use Remote Event Viewer to monitor alarms and events that occur on the Zeus system. Having a basic knowledge of Microsoft Windows is helpful but not required 1-2 Manual Introduction

25 Book 1 Survey Guide

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27 Introduction SECTION 1 ABOUT THIS GUIDE This Survey Guide provides information for programming the system for the purposes of managing surveys (polls) whether for use in an outbound or inbound call. Surveys allow up to 20 questions to be asked. The caller or called party enters a response using their telephone key pad. It is assumed you have a basic knowledge of Zeus functionality and have already read the NEC IPK II Script Writer s Guide, as well as understand basic telephony circuit switching principles. 1Introduction SECTION 2 TERMS USED IN THIS GUIDE Within this document the term port refers to a 64 Kb DS0 or analog circuit switched connection to a switch (PBX, CO, etc.) or telephone. For a digital connection, a port is designated by the physical board, trunk, and timeslot. For an analog connection, a port is designated by the physical board and trunk. The term Line refers to a logical designation (number) given to a port. No two lines may have the same Line ID (number) and Lines start from zero (0). Line numbers are not required to start at zero (0) and need not be contiguous. The term Survey means a set of questions presented to a caller or called party which allow the person on the other end of the phone to respond with answers. IVR Management and Maintenance Manual 1-1

28 Issue 1.0 SMB Notes Introduction

29 Surveys SECTION 1 WHAT IS A SURVEY This chapter explains what a survey is and how to provision one. A survey is made up of the following attributes: A name. A description. A start and end date. Up to 20 questions (defined below). 2Surveys Statistics: The number of questions. The number of callers that started the survey. The number of callers that started but didn t complete the survey. SECTION 2 WHAT IS A SURVEY QUESTION A survey question consists of an audio prompt and collection of caller entered digits. A survey question has the following attributes: A survey ID. this identifies the survey to which this question belongs. A question number. This specifies the order in which the questions are asked. A prompt. This is the name of an audio file that contains the question presented to the caller. The minimum number of digits that should be collected. The maximum number of digits that should be collected. The digits that are valid. This is only applicable when the minimum and maximum number of digits is set to one (1). IVR Management and Maintenance Manual 2-1

30 Issue 1.0 SMB8000 A description of this question. Typically this might be the text of the audio prompt and/or any comments. SECTION 3 WHAT IS A SURVEY ANSWER A survey answer is the response provided by a caller or called party to a survey question. It consists of digits generated from the phone key pad. Each survey can have up to 20 questions and 20 answers. A completed survey has the following attributes: The survey ID. The survey name. The date and time the answers were provided. The phone number that was dialed. The number of questions that were answered. A flag indicating whether the survey was completed. The result of the survey. Typically this is Completed or Failed to complete answers. Up to 20 answers. SECTION 4 CREATING A SURVEY Creating a survey requires two steps: Creating the survey. Creating the survey questions. On the web menu, hover over or select Messaging: 2-2 Surveys

31 SMB8000 Issue 1.0 Then select Surveys. The following image shows a surveys listing with some examples already created: To see the details and/or modify a record, click the ID. To delete a record click the red. If more than 15 records have been defined then the navigational buttons on the bottom will be enabled. To add a new record press the button. The following image shows the page to add a new callout schedule definition. Fill in the fields and press the Add Record button. Within this page you must enter a survey name. To set a start or end date either type the date or click the calendar and select a date. The description is optional but highly recommended. IVR Management and Maintenance Manual 2-3

32 Issue 1.0 SMB8000 SECTION 5 CREATING SURVEY QUESTIONS To create survey questions you must get to the survey details page by clicking the survey ID on the listing page. Following is a sample image showing a survey details page: You can see that this page has three sections: The survey definition at the top. A listing of survey questions already defined in the middle. Current survey statistics at the bottom. This survey has two questions. To add a new question, press the button. The following image shows the page to add a new survey question. 2-4 Surveys

33 SMB8000 Issue 1.0 Within this page enter the audio prompt file name, a description, and the minimum and maximum number of allowed digits. If the minimum and maximum allowed number of digits is one (1) then the Valid Digits To Collect field will be enabled. Otherwise, this field will be disabled. The Valid Digits To Collect field should be filled in when you are asking a question that has a specific set of one digit answers such as if prompting the caller to press 1 for yes and 2 for no. In this case this field would be set to 12. When all information has been entered, press the Add Record button. To cancel this operation, press the Back to Survey Details button. If you want to see the individual responses to the survey questions, from the survey details page press the View Survey Results button. Following is an image of an example survey results page: If you want to change the order in which the questions are asked, from the details page press the up or down arrows to move the question up or down. IVR Management and Maintenance Manual 2-5

34 Issue 1.0 SMB8000 SECTION 6 CONTROLLING SURVEYS FROM A SCRIPT To add a survey to a script that services inbound calls use the following syntax: Survey <name> The parameter <name> is the name of the survey as defined when it was created. All processing of survey questions and answers is handled by the Zeus engine. If the result of the script statement is success then the survey was completed. Otherwise the result will be fail. To use a survey in a callout, set one of the callout delivery options to Survey. See the Callouts Guide for information on provisioning a callout profile. 2-6 Surveys

35 Book 2 Callouts Guide

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37 Introduction SECTION 1 ABOUT THIS GUIDE This document provides you with information on how to program the system for the purposes of placing automated outbound calls. These calls can be used to notify someone of a meeting, remind them of an appointment, ask them to take a survey, or many other reasons. It is assumed you have a basic knowledge of Zeus functionality and the Script Writer s Guide, as well as understand basic telephony circuit switching principles. Surveys and Callouts are script driven. Example of Callouts Script: 1Introduction!callouts // This waits 3 seconds between calls as long as calls are made // and 15 seconds when there's no calls made. Start: Hangup Reset Callout if $Result.Callout == fail Sleep endif Sleep 3000 Goto Start IVR Management and Maintenance Manual 1-1

38 Issue 1.0 SMB8000 SECTION 2 TERMS USED IN THIS GUIDE Within this document the term port refers to a 64 KB DS0 or analog circuit switched connection to a switch (PBX, CO, etc.) or telephone. For a digital connection, a port is designated by the physical board, trunk, and time slot. For an analog connection, a port is designated by the physical board and trunk. The term Line refers to a logical designation (number) given to a port. No two lines may have the same Line ID (number) and Lines start from zero (0). Line numbers are not required to start at zero (0) and need not be contiguous. The term callout means a phone call placed to a telephone number to announce something, remind someone of something, inform someone of a new voice mail, or to offer a survey. The term callout log means a record of the what happened when a callout call was placed. Examples of this might be the that call was not answered or busy. Every callout results in a callout log record being created unless the callout requirements are satisfied. The term callout history refers to a single record created for each callout request and identifies the final results of all callout attempts. 1-2 Introduction

39 Callouts SECTION 1 THE MAKEUP OF A CALLOUT This chapter explains what a callout is and how to provision the underlying data to support making callouts. A callout request is driven from a single database record containing attributes about the callout request. Callouts generally fall into one of the following categories but can be for any purpose: A call made to make an announcement. A call made as a reminder of an appointment that requires acknowledgement. Calls made to a list of people to make an announcement. Calls made to a list of people made that requires acknowledgement. A callout made to notify someone of a new voice mail message. Calls made to offer people a telephone based survey. It is important to identify the type of callout being made to determine the proper setup. The system determines the basic mode of operation of each callout by the value of a single field in the callout record called calloutprofileid. Table 2-1 Callout Profile lists the pieces of information that comprise a callout profile. 2Callouts Table 2-1 Callout Profile Name calls schedule Description Identifies the days of the week calls can be made, the start and end times for each day calls can be made, and the minimum amount time to wait before retrying call that was not answered, busy or possibly unacknowledged. IVR Management and Maintenance Manual 2-1

40 Issue 1.0 SMB8000 Table 2-1 Callout Profile Name callout media delivery options priority A list of audio information to play to the called party once the call has been answered. This include up to six pieces of information unique to the call such as an appointment date and/or time, a name, etc. The maximum number of calls that can be made to a single destination before abandoning the callout, whether a message is allowed to be left on an answering machine, whether confirmation of that call is required to satisfy the callout, and up to three times that are presented as a menu to the called party. The priority of this call. Description If the callout is a simple announcement that does not require acknowledgement, then only one more piece of information is required; the telephone number to call, which we refer to as the destination. 1.1 Optional Callout Directives The pieces of information in a callout are optional and reside directly in the callout record. Table 2-2 Optional Callout Directives provides a list of the optional callout directives. Table 2-2 Optional Callout Directives Name Description jobid jobtype sourceid voic id stopjobonconfirm startdate This is a number not used by the system and exists to allow customers to track callout activity. This field is passed from the callout request into the callout log and history. This is a 15-character text field not used by the system and exists to allow customers to track callout activity. This field is passed from the callout request into the callout log and history. This is a number not used by the system and exists to allow customers to track callout activity. This field is passed from the callout request into the callout log and history. If a voice mail account ID is present in this field, the called party is presented with the option to go into voice mail administration where they can listen to their messages and optionally delete or save messages. This directive indicates whether calls should be stopped once the called party has acknowledged the call. This indicates the first date that calls are allowed to be made for this callout. 2-2 Callouts

41 SMB8000 Issue 1.0 Table 2-2 Optional Callout Directives Name Description lastdate firsttimetocall lasttimetocall calloutlistrecordid DataValue1 DataValue2 DataValue3 DataValue4 DataValue5 DataValue6 This indicates the last date that calls are allowed to be made for this callout. The first time of day that calls are allowed to be made for this callout. If a value exists here, it supersedes the time specified in the call schedule. The last time of day that calls are allowed to be made for this callout. If a value exists here, it supersedes the time specified in the call schedule. The ID of a callout list, which specifies a list of telephone numbers to be called and that all use the same callout schedule, media and delivery options. A text string that can be used in the callout media. A text string that can be used in the callout media. A text string that can be used in the callout media. A text string that can be used in the callout media. A text string that can be used in the callout media. A text string that can be used in the callout media. SECTION 2 PROVISIONING CALLOUTS Before placing any callout requests, the callout schedule, medias and delivery options must be defined using the system web pages. The URL for the system web pages is its network name followed by zeus/default.php. Here s an example: zeus/default.php. This will display the login page. The default login for administrators is ts-admin with a password of ts-admin. IVR Management and Maintenance Manual 2-3

42 Issue 1.0 SMB Provisioning a Callout Schedule This section describes how to create, modify and delete Callout Schedule definitions. 1. On the web menu, hover over or select Callouts, then select Call Schedules. Figure 2-1 Callouts Menu 2. When the Call Schedules Records screen is displayed, you can view the details, modify or delete records. Figure 2-2 Call Schedules Records Example shows an example of a call schedules listing with records that have already been created. 2-4 Callouts

43 SMB8000 Issue 1.0 Figure 2-2 Call Schedules Records Example To see the details and/or modify a record, click the ID. To delete a record click the red. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. Add a new record by pressing the Call Schedule Definition is displayed. button. Figure 2-3 New 3. On the New Call Schedule Definition screen, fill in the fields and press the button. IVR Management and Maintenance Manual 2-5

44 Issue 1.0 SMB8000 Figure 2-3 New Call Schedule Definition On this page you must give your schedule a name by entering it in the Name field. For each day of the week that you want callouts to be allowed, check the check box. Once a day is checked in the From and To fields, it is enabled. This allows you to set the time of day when callouts start and when they end. The description is optional but highly recommended. 2-6 Callouts

45 SMB8000 Issue Provisioning a Callout Media This section describes how to create, modify and delete Callout Media definitions. 1. On the web menu, hover over or select Callouts, then select Call Media. Refer to Figure 2-1 Callouts Menu on page When the Callout Media Definition screen is displayed, you can view the details, modify or delete records. Figure 2-4 Callout Media Definition Example shows an example of a callout media definition listing with records that have already been created. Figure 2-4 Callout Media Definition Example To see the details and/or modify a record, click the ID. To delete a record click the red. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. Add a new record by pressing the button. Figure 2-5 New Callout Media Definition Record on page 2-8 is displayed. 3. When the Callout Media Definition Record screen is displayed, you must give your media a name. For each optional informational item that you want to be said to the called party, check the check box. Once checked, the Name field is enabled allowing you to enter the name of the informational item. When all information has been entered, press the button. IVR Management and Maintenance Manual 2-7

46 Issue 1.0 SMB8000 Figure 2-5 New Callout Media Definition Record 4. After adding the media record you will want to add media items to it. These items specify what information is said to the called party once they answer the phone. To see the details and/or modify a record, click the ID. Figure 2-6 Callout Media Definition Details Example on page 2-9 shows an example of the media details. To add a new media item record, press the button. To change the sequence of an item, press the up or down arrow of the item. 2-8 Callouts

47 SMB8000 Issue 1.0 Figure 2-6 Callout Media Definition Details Example IVR Management and Maintenance Manual 2-9

48 Issue 1.0 SMB After pressing the button on the Callout Media Definition Details screen, a screen similar to the example in Figure 2-7 Add Media Type to Callout Media Definition is displayed. This screen allows you to add media type information to the media definition. Figure 2-7 Add Media Type to Callout Media Definition On the Add Media Type to Callout Media Definition screen, select the drop down list for the Media Type field. Refer to Figure 2-8 Media Type Drop Down List on page 2-11 for an example of the drop down list. If the type is an audio file, enter the name of the file in the Media Data field. If the type is Text-To-Speech, enter the text to speak in the Media Data field and select a TTS type from the list. In the Media Description field, enter a description and press the button Callouts

49 SMB8000 Issue 1.0 Media Type Drop Down List Figure 2-8 Media Type Drop Down List IVR Management and Maintenance Manual 2-11

50 Issue 1.0 SMB Provisioning Callout Delivery Options This section describes how to construct the menu that is played to the caller after the call has been answered. 1. On the web menu, hover over or select Callouts, then select Call Delivery Options. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-9 Callout Delivery Options Definition Example shows and example of a callout delivery option listing with records that have already been created. Figure 2-9 Callout Delivery Options Definition Example To see the details and/or modify a record, click the ID. To delete a record click the red. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. Add a new record pressing the button. Figure 2-10 New Callout Delivery Option Definition is displayed. 2. On the Callout Delivery Option Definition screen, enter the delivery options definition. Refer to Table 2-3 Callout Delivery Options Action List on page 2-13 for a list of Actions for the delivery options definition Callouts

51 SMB8000 Issue 1.0 Figure 2-10 New Callout Delivery Option Definition Table 2-3 Callout Delivery Options Action List provides the items that are available from the Action drop down list. Table 2-3 Callout Delivery Options Action List Name Cancel Appointment Change Appointment Confirm Appointment Confirm Message Done Get Messages Description A Prompt audio file must be specified. The callout is ended and the phrase "Appointment canceled" is inserted in the callout history record. If no Prompt is specified, the audio file AP_ChangeAppointment will be played. If no Prompt is specified, the audio file AP_ConfirmAppointment will be played. If no Prompt is specified, the audio file AP_ConfirmMessage will be played. If no Prompt is specified, the audio file AP_Done will be played. If no Prompt is specified, the audio file VM_GetNewVmMessagesMenu will be played. IVR Management and Maintenance Manual 2-13

52 Issue 1.0 SMB8000 Table 2-3 Callout Delivery Options Action List Name Description More Info Repeat Play Audio Run Script Survey If no Prompt is specified, the audio file AP_MoreInfo will be played. If the called party selects this option, the call is transferred to the extension specified in Parameter. If no Prompt is specified, the audio file AP_Repeat will be played. A Prompt audio file must be specified. A Prompt audio file must be specified. A Prompt audio file must be specified. 3. On New Callout Delivery Option Definition screen you must give your delivery options a name by filling in the Name field. For each checked optional menu item that you want to be said to the called party, check the check box. Once checked, the Prompt, Action and Parameter fields are enabled. After entering the information for each item, press Callouts

53 SMB8000 Issue Provisioning a Call Profile This section describes Call Profile definitions. 1. On the web menu, hover over or select Callouts, then select Call Profiles. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-11 Call Profile Definition Examples shows and example of a call profile listing with records that have already been created. Figure 2-11 Call Profile Definition Examples To see the details and/or modify a record, click the Profile Name. To delete a record click the red. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. Add a new record by pressing the Callout Profile Definition is displayed. button. Figure 2-12 New IVR Management and Maintenance Manual 2-15

54 Issue 1.0 SMB8000 Figure 2-12 New Callout Profile Definition 2. When New Callout Profile Definition screen is displayed, you must give your Call Profile a name by entering it in the Name field. Select a Call Schedule, Call Delivery Options and Call Media using the drop down lists. After entering the information press the button Callouts

55 SMB8000 Issue 1.0 SECTION 3 CREATING A CALLOUT REQUEST MANUALLY This section covers creating a callout record manually using web pages. 3.1 Accessing Pending Callouts 1. On the web menu, hover over or select Callouts, then select Pending Callouts. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-13 Callout Request Example Manual Record Creation shows the pending callouts listing with a single callout already created. Figure 2-13 Callout Request Example Manual Record Creation To see the details and/or modify a record, click the ID. To delete a single record click the red. To delete all callout records, press the button. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. To add a new callout press the button. Figure 2-14 Add New Callout Definition Manually on page 2-18 is displayed. IVR Management and Maintenance Manual 2-17

56 Issue 1.0 SMB8000 Figure 2-14 Add New Callout Definition Manually The minimum information required to create the callout is a Call profile and a Destination Telephone Number (indicated by the red asterisk to the left of the field names). If a callout list is specified, the Destination Telephone Number field is automatically disabled. If you wish to restrict the calls from being placed, before a specific time of day, fill in the Place Calls From field. If you wish to prevent calls from being placed after a certain time of day, fill in the Place Calls To field. If you wish to restrict the calls from being placed before a specific date, fill in the First Date To Make Calls field. If you wish to prevent calls from being placed after a certain date, fill in the Last Date To Make Calls field Callouts

57 SMB8000 Issue 1.0 If you have specified a Get Messages option in your delivery Options, then a Voic ID should be specified since that is the mailbox that will be used for the Voic administration should the called party make that selection. Job ID, Job Type and Source ID are optional and not used by the system. If the Call Profile selected uses a Call Media definition that contains informational items, those informational items are displayed as shown Figure 2-15 New Callout Definition Manually Example. Figure 2-15 New Callout Definition Manually Example 2. Once all of the desired information has been entered, press the button. IVR Management and Maintenance Manual 2-19

58 Issue 1.0 SMB8000 SECTION 4 CREATING A CALLOUT PROGRAMMATICALLY Callouts can be programmatically inserted into the database in one of two ways: Importing a CSV file using the web pages. Directly inserting the database record(s). 4.1 Importing a CSV File Before CSV files can be uploaded into the system, a CSV profile must be created to tell the system how your data, which is located in the uploaded CSV files, will be organized CSV Profiles 1. To see a list of existing CSV profiles hover over or select Callouts, then select Upload CSV File. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-16 CSV Upload Profile Page Example To see the details and/or modify a record, click the ID. To delete a single record click the red. If more than 15 records have been defined, the navigational buttons on the bottom are enabled. To add a new CSV profile press the 2-17 CSV Upload is displayed. button. Figure 2-20 Callouts

59 SMB8000 Issue 1.0 Figure 2-17 CSV Upload 2. Enter a unique CSV Profile Name and an existing Callout Profile Name. The field CSV Lines To Skip is used when the CSV file has comments such as the names of the fields before any data. For example, if you have two comment lines at the beginning of your CSV file, set this value to 2. The Description field is not used by the system but serves to provide a reminder to you as to the purpose of this CSV profile. All remaining fields specify CSV field numbers, which start counting from one (1). Following is a description of the remaining fields: Telephone Number Field Number: This is the field number where the telephone number to call resides. Data Value 1 Field Number: This is the field number where the system can find the value used for Data Value 1 as named in the Call Media. IVR Management and Maintenance Manual 2-21

60 Issue 1.0 SMB8000 Data Value 2 Field Number: This is the field number where the system can find the value used for Data Value 2 as named in the Call Media. Data Value 3 Field Number: This is the field number where the system can find the value used for Data Value 3 as named in the Call Media. Data Value 4 Field Number: This is the field number where the system can find the value used for Data Value 4 as named in the Call Media. Data Value 5 Field Number: This is the field number where the system can find the value used for Data Value 5 as named in the Call Media. Data Value 6 Field Number: This is the field number where the system can find the value used for Data Value 6 as named in the Call Media. Last Call Date Field Number: This is the field number where the system can find the value used for last date to place calls for this callout. 3. When all information has been entered, press the button Uploading a CSV File 1. On the web menu, hover over or select Callouts, then select Upload CSV File. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-18 Choose a File to Upload 2. When Figure 2-18 Choose a File to Upload is displayed, select a file on your local PC by pressing the button. 3. When Figure 2-19 File Upload Selection Screen on page 2-23 is displayed, highlight the file name and press the button Callouts

61 SMB8000 Issue 1.0 Figure 2-19 File Upload Selection Screen 4. When the Figure 2-20 Files Uploaded Screen on page 2-24 is displayed, press the button. IVR Management and Maintenance Manual 2-23

62 Issue 1.0 SMB8000 Figure 2-20 Files Uploaded Screen 5. After the file is uploaded, the uploaded file is shown on the screen. 6. On the Files Uploaded Screen, select a CSV Profile from the drop down list. This profile provides the system with and allows your CSV data to be properly inserted into the callout records. 7. Press the Send To IVR button. Figure 2-21 CSV Processing Results Screen on page 2-24 is displayed. This screen shows the progress of the callout record processing. Figure 2-21 CSV Processing Results Screen 2-24 Callouts

63 SMB8000 Issue Inserting Callouts Directly into the Database Programmers can write their own code to directly insert callout records into the system database. Table 2-4 Callout Table Data Definition shows a data definition of the callout table and fields that you can modify. There are also fields in this table used for status information but these are not allowed to be set or modified outside the system. Therefore, these fields have not been shown. Contact technical support for more information about this subject including how to connect to the system. Table 2-4 Callout Table Data Definition CREATE TABLE `callout` ( `WorkGroupRecordID` int(11) default '0', `jobid` int(11) default '0', `jobtype` varchar(15) default NULL, `sourceid` int(11) default NULL, `destination` varchar(32) default NULL, `calloutprofileid` int(11) default '0', `priority` tinyint(4) default '2', `voic id` varchar(32) default NULL, `callscheduleid` int(11) default '0', `deliveryoptionsid` int(11) default '0', `callmediaid` int(11) default '0', `stopjobonconfirm` tinyint(4) default '0', `startdate` date default NULL, `lastdate` date default NULL, `firsttimetocall` time default '00:00:00', `lasttimetocall` time default '00:00:00', `firstattempt` datetime default NULL, `lastattempt` datetime default NULL, `DataValue1` varchar(64) default NULL, `DataValue2` varchar(64) default NULL, `DataValue3` varchar(64) default NULL, `DataValue4` varchar(64) default NULL, `DataValue5` varchar(64) default NULL, `DataValue6` varchar(64) default NULL, `calloutlistrecordid` int(11) default '0', PRIMARY KEY (`RecordID`), UNIQUE KEY `RecordID` (`RecordID`), KEY `startdate` (`startdate`,`inprogress`) ); IVR Management and Maintenance Manual 2-25

64 Issue 1.0 SMB8000 SECTION 5 CALLOUT LOGS Each callout attempt is logged unless it is the last callout attempt, in this case a history record is created. To access Callout Logs: 1. On the web menu, hover over or select Callouts, then select Log. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-22 Callout Logs Example 2. When Figure 2-22 Callout Logs Example on page 2-26 is displayed, you can view the results. The important information in this log is the Call Progress (the call results) and the Result. Each entry in this list correlates to a call attempt. To see the details of any log entry, click its ID. Figure 2-23 Callout Logs Detail Example on page 2-27 is displayed Callouts

65 SMB8000 Issue 1.0 Figure 2-23 Callout Logs Detail Example IVR Management and Maintenance Manual 2-27

66 Issue 1.0 SMB8000 SECTION 6 CALLOUT HISTORY 6.1 Viewing Callout History Records Each callout request record results in a single history record. This record provides the final result of the call attempts. To view a Callout History: 1. On the web menu, hover over or select Callouts, then select History. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-24 Callouts History Record Example 2. Figure 2-24 Callouts History Record Example shows an example of a callout history. To see the details of a history record, click the ID. Figure 2-25 Callouts History Details Example on page 2-29 shows an example history details page Callouts

67 SMB8000 Issue 1.0 : Figure 2-25 Callouts History Details Example IVR Management and Maintenance Manual 2-29

68 Issue 1.0 SMB Generating a Callout History Report A report for all callout process within a definable date and time range can be generated. 1. On the web menu, hover over or select Callouts, then select History. Refer to Figure 2-1 Callouts Menu on page 2-4. Figure 2-26 Generate Callout History Report Example 2. When Figure 2-26 Generate Callout History Report Example is displayed, click the ID to view the details of a history record Callouts

69 Book 3 Audio Management Guide

70

71 Audio Administration Introduction SECTION 1 SECTION 2 ABOUT THIS MANUAL This document is for people who wish to record and/or manage recorded audio files, listen to, remove, or activate audio files on a Zeus system. These audio files are used as audio prompts within Zeus to callers. Having a basic knowledge of Zeus and Microsoft Windows is helpful but not required. CONVENTIONS USED IN THIS DOCUMENT This manual uses several conventions to help you learn to use the program quickly and easily. Menus and dialog options that have an underlined letter in their name represent the shortcut key assigned to the menu or option. Pressing the shortcut keys assigned to the menu or option is equivalent to clicking the menu or option. For example, the following figure shows a sample menu that uses shortcut keys. Procedures in this manual reflect shortcut keys if they are available. You will usually use a mouse or other point-and-click device to move around the screen. AudioMan also allows you to move around the screen by using shortcut keys. Shortcut keys are keys you press in combination to mimic a mouse click. Menus, commands, and buttons that have shortcut keys associated with them will have an underlined letter in the name. Pressing a shortcut key in combination with the <Alt> key activates the menu, command, or button associated with the key combination. For example, to open the Admin menu, you can either click the Admin menu or press <Alt><A>. Many options in dialogs also have shortcut keys in their titles. If you press the <Alt> key and a shortcut key, you can move the cursor into the associated option or perform an action, such as display online help. For example, to display the online help for a specific dialog, press <Alt><H>. If you used the mouse instead, you would click the Help button in the dialog to achieve the same effect. 1Audio Administration Introduction IVR Management and Maintenance Manual 1-1

72 Issue 1.0 SMB8000 Procedures in this manual reflect shortcut keys if they are available. The symbol in a procedure identifies a situation where you must click a series of menus or commands, such as opening a File menu and clicking the Print command (refer to Figure 1-1 File Menu Example). Figure 1-1 File Menu Example The step to select the print command from the File menu in the preceding figure would appear as follows: 1. Click File Print from the main menu. The Caution and Warning symbol indicates information or a step that could be potentially dangerous, such as a step that could permanently affect the database or a user s access to the program. The light bulb indicates a tip or information that will help you in using AudioMan. 1-2 Audio Administration Introduction

73 AudioMan Window SECTION 1 INTRODUCTION The quality of the audio prompts played in your auto-attendant, reminder service, or any IVR application are important because their content conveys the correct question or information and it also represents your company. Poor quality audio prompts may not leave a good impression about your company. AudioMan is a Windows application that runs your local PC and is used to record high quality audio, modify the audio content for best presentation and upload it to your Zeus system (i.e., It is used to manage your audio content). AudioMan allows you to: Record audio from a microphone plugged into either your sound card or USB port. Listen to recorded audio files and see its volume level in real time. Listen to audio files already on your Zeus system. Adjust the volume of a recorded audio file. Trim the leading and/or trailing silence from an audio file. Apply compression to smooth out volume peaks. Maintain a textual definition of every audio file. Rename and move recorded audio files to a Zeus system. 2AudioMan Window IVR Management and Maintenance Manual 2-1

74 Issue 1.0 SMB8000 SECTION 2 AUDIOMAN WINDOW Figure 2-1 AudioMan Window shows the AudioMan window. The remainder of this chapter discusses the window in detail. Title Bar and Connection Status File Display Window lists all the audio files, New and Active. Audio Adjustments Command Line Figure 2-1 AudioMan Window 2-2 AudioMan Window

75 SMB8000 Issue 1.0 SECTION 3 GENERAL WINDOW LAYOUT This windows has a left and right pane and each pane displays a list of audio files. Between the left and right pane is a set of configuration controls at the top and action buttons at the bottom. On the right of the window is a record level setting and audio playback meter. Below the left and right panes is a set of audio adjustment controls under the left pane, audio text definitions under the right pane, and command buttons on the bottom of the window. 3.1 Title Bar The Title Bar, as the name implies, indicates the name of the window or dialog that is currently open and contains the application version, connection status, minimize, and close buttons. In this case, the title bar tells us we are running AudioMan version and that we are connected to a system with an IP address of This IP address could also be a network name. Figure 2-2 Title Bar IVR Management and Maintenance Manual 2-3

76 Issue 1.0 SMB Left Pane Immediately below the Title Bar on the left side is the left pane labeled Local Files. Local Files is displayed because the drop down control in the middle of the window that is labeled Left Pane View is set to Local Files. This is the most common setting and indicates the list of files in the left pane represent files found on your local system in the directory where you specified your recordings reside. (Refer to Left Pane View on page 2-5.) The files listed are in alphabetical order and a scroll bar appears on the right side of this pane if there are more files than can be displayed at one time. At the bottom of this pane is shown the number of files in the pane (in this example, 18). Figure 2-3 Left Pane View 2-4 AudioMan Window

77 SMB8000 Issue Language In the top-middle of the window the Language drop down specifies the language in which the audio files are recorded. Languages is only displayed if they have been defined in the Zeus system configuration. Figure 2-4 Language Drop Down Menu Left Pane View This drop down list controls what is displayed in the left pane, either Local Files or New Remote Files. Selecting New Remote Files means this list displays files on the remote Zeus system that have been recorded using a telephone. Figure 2-5 Language Drop Down Menu IVR Management and Maintenance Manual 2-5

78 Issue 1.0 SMB Right Pane The right pane always displays the audio files located on the remote Zeus system to which AudioMan is currently connected and according to the language specified. At the bottom of this pane is shown the number of files in the pane (in this example, 1059). Figure 2-6 Right Pane View 2-6 AudioMan Window

79 SMB8000 Issue Record Level On the right side of the main window is the Record Level setting. This is used to adjust the recorded audio level. Figure 2-7 Record Level Selection Output Level On the far right of the window is the Output Level meter. This meter shows the output level of files being played or during recording. Figure 2-8 Output Meter IVR Management and Maintenance Manual 2-7

80 Issue 1.0 SMB Audio Adjustments The group of controls located inside the Audio Adjustments section is used to adjust an audio file. This section becomes active if a new audio file is recorded or an existing audio file is selected. Figure 2-9 Audio Adjustments 3.5 Audio Text This section displays the audio text of a selected audio file. It can also be used to add or modify or look up an existing audio text definition. Figure 2-10 Audio Text 3.6 Report Command Button Pressing the Report button generates a complete listing of all audio files for which audio text has been defined. 2-8 AudioMan Window

81 SMB8000 Issue Info Command Button Pressing this button displays the left and right pane file paths. 3.8 Connect Command Button Pressing this button opens a connection dialog and allows you to reconnect or connect to a different Zeus System. 3.9 Play Command Button This button becomes active when an audio file in either the left or right pane is selected. It plays the audio content using local sound system Stop Command Button This button becomes active when an audio file is being played and can be used to stop the playback Record Command Button This button is used to start audio recording. Once recording has started, this button changes to Stop and should be pressed when you have completed saying your audio content Quit Button Closes the AudioMan program. IVR Management and Maintenance Manual 2-9

82 Issue 1.0 SMB Notes AudioMan Window

83 Using AudioMan SECTION 1 STARTING AND EXITING AUDIOADMIN To start AudioMan: Double-click the AudioAdmin icon on your desktop, or open the Windows Start menu and select Programs T&S Zeus Client AudioMan. AudioMan starts and opens to the AudioMan main window. Files take a while to open once you start AudioMan. The same is true when you click the Get button, which loads the most current audio files. Refer to Section 2 AudioMan Window on page 2-2 details on main window. To exit AudioMan: Open the File menu and select Quit or press the Quit command button. 3Using AudioMan IVR Management and Maintenance Manual 3-1

84 Issue 1.0 SMB8000 SECTION 2 CONNECTING TO THE REMOTE SYSTEM If this is the first time you have run AudioMan, you need to enter some information to get connected to a remote Zeus system. (Refer to Figure 3-1 Connection Dialog Box.) Figure 3-1 Connection Dialog Box You need to enter either the IP address or network name of the remote Zeus system. If you are not sure what this is, press the Discover button or contact your network administrator, who configured the Zeus system. If you pressed the Discover button and the Zeus system is on the same network, it is be displayed in the drop down list. 3-2 Using AudioMan

85 SMB8000 Issue 1.0 Enter the default User ID and Password of admin and press the OK button. The authentication dialog is displayed as shown in Figure 3-2 System Authentication Dialog Box. Figure 3-2 System Authentication Dialog Box This dialog is requesting the credentials used to gain administrative access to the remote Zeus system. Enter the default User ID and Password of ts-admin and press the OK button. If you do not want to enter this information every time, check Remember My Login Information and Automatically Login. If you successfully entered all of the information, the left and right panes start displaying file names. SECTION 3 AUDIO FILE ACTIONS The following assumes you have successfully connected to a Zeus system. 3.1 Listening to Audio Files You can listen to audio files in either the left or right pane. To listen: 1. Click a file name in the pane. 2. Click the Play command button. You can now hear the audio file. The audio level is displayed in the Output Level meter as shown in Figure 3-3 Playing Audio Files. IVR Management and Maintenance Manual 3-3

86 Issue 1.0 SMB8000 Playing Audio Files You must have a sound card or sound enabled motherboard on your PC to listen to audio files. If you do not have speakers, you can plug headphones into the speaker output jack on your PC. With newer PCs, this jack is usually color-coded green. If you have a problem hearing the audio file please check your system s audio level settings by clicking the speaker icon in your system tray. Figure 3-3 Playing Audio Files Audio adjustments may be performed on existing files in the left or right pane. Refer to Section 4 Audio Adjustments on page Using AudioMan

87 SMB8000 Issue Removing Audio Files To remove audio files: 1. Select the file names in the left or right pane. Selecting Multiple Files Use the SHIFT and CTRL keys to select multiple files. To select a block of file names: 1. Click the name of the first file you want to select. 2. Press SHIFT while clicking the last file in the block. To select specific files: Press and hold CTRL while clicking the names of the files. 2. Click the Remove button. Figure 3-4 Remove File Confirmation Dialog Box is displayed. Figure 3-4 Remove File Confirmation Dialog Box 3. Click Yes to confirm the removal of each file or Yes To All to confirm the deletion of all selected files. Figure 3-5 Move File - Completion Dialog Box is displayed, indicating the number of files actually deleted as shown below. Figure 3-5 Move File - Completion Dialog Box IVR Management and Maintenance Manual 3-5

88 Issue 1.0 SMB Recording Audio Files To record an audio file: 1. Press the command button. 2. To stop recording press the Stop Record button. During recording the Output Level meter displays the audio level being recorded. Recording Level Adjust the Record Level if the Output Level meter shows the recording level does not reach -15 db. The optimal maximum recorded level is around -9 db. After pressing the button, the recorded file will appear in the left pane with a name as shown to the right: This is considered a temporary name and is constructed as: <date>-<time>-record.wav <date> is 2 digits for the current month and 2 digits for the day of month. <time> is 2 digits for the current hour of day (24 hour based), 2 digits for the minute of the hour, and 2 digits for the second of the minute. 3-6 Using AudioMan

89 SMB8000 Issue 1.0 SECTION 4 AUDIO ADJUSTMENTS This section explains how to alter a newly recorded or existing audio file. It consists of two areas: Settings and Actions. 4.1 Audio Adjustment Settings The Audio Adjustment settings include: Trim From Start This is the number of milliseconds of audio that should be removed from the beginning of the file. Figure 3-6 Audio Adjustment - Trim from Start IVR Management and Maintenance Manual 3-7

90 Issue 1.0 SMB Trim From End This is the number of milliseconds of audio that should be removed from the end of the file. Figure 3-7 Audio Adjustment - Trim from End Change Volume This is the number of decibels of volume that should be added or subtracted from the audio file. This is in steps of 3 db since that is usually considered the smallest amount of change the average person can detect by ear. Figure 3-8 Audio Adjustment - Change Volume 3-8 Using AudioMan

91 SMB8000 Issue Compression Threshold Compression is a process by which volume peaks, louder than the threshold level, are squashed down. This is a non-linear amount of volume reduction instead of hard limiting because it sounds more natural. The default compression threshold is -9 db. Figure 3-9 Audio Adjustment - Compression Threshold 4.2 Audio Adjustment Buttons The Audio Adjustment section has three buttons: Analyze Reset Apply This starts the automatic analysis process on the selected audio file. The Analyze function performs a complete scan of the audio file to determine the amount of leading and trailing silence and the average and maximum volume levels. Once is done, it sets the Audio Adjustment settings for optimal audio presentation. No actual modification of the audio file is done at this time. This resets all controls in the Audio Adjustments section to their default value. This modifies the selected audio file according to the audio adjustments settings. IVR Management and Maintenance Manual 3-9

92 Issue 1.0 SMB Audio Analysis Once a file has been recorded, an audio analysis is automatically performed as if you had pressed the Analyze button in the Audio Adjustments section. You can, at this time, press the play button to hear what it would sound like if the audio adjustments were applied. If you want to hear the recorded audio file without the suggested audio adjustments, press the Reset button in the Audio Adjustments section. SECTION 5 AUDIO TEXT Maintaining the text spoken within each audio file can be extremely useful. The Audio Text section can be used to enter, modify, or remove the text definition of an audio file. Figure 3-10 Audio Text Section shows the Audio Text section: Figure 3-10 Audio Text Section This Audio Text provides access to the following areas in this section. 5.1 Display Text Size On the left side of the Audio Text section is a drop down list that allows you to select the size of the text displayed in the Audio Text area. 5.2 Message Name This area shows the name of the current Audio Text being displayed or the name of an audio file you wish to locate Using AudioMan

93 SMB8000 Issue Lookup Button When pressed, this button searches the Audio Text database on the remote system for the Message Name. If found, the Audio Text for the file is displayed. 5.4 Define Press this button to enter the Audio Text for the Message Name. 5.5 Delete Press this button to delete the Audio Text definition that is currently displayed. 5.6 Adding Audio Text To add an Audio Text definition to an existing audio file: 1. Select the file in the right pane. If no Audio Text currently exists, NO TEXT DEFINITION EXISTS is displayed. 2. Press the Define button. Figure 3-11 Define Prompt Dialog Box is displayed. Figure 3-11 Define Prompt Dialog Box 3. Select the language for this definition. 4. Enter the desired text in the Prompt Text area. If you want to listen to the audio content, press the Play button. IVR Management and Maintenance Manual 3-11

94 Issue 1.0 SMB When finished, press the OK button to commit the information to the Audio Text database on the remote system or press Cancel to cancel this operation. SECTION 6 UPDATING AUDIO FILES Once you have recorded or modified an audio file on your local PC you will want to install that file on the Zeus system. To move an audio file from your local PC to the remotely connected system, press the Move button. You will be presented with the Move dialog which allows you to rename the audio file to the desired name on your remote system as shown in Figure 3-12 Move File Confirm Audio File Name. Figure 3-12 Move File Confirm Audio File Name After pressing the OK button you see the right pane refresh the list and the newly added file is highlighted. You can now play that file if you want to confirm its integrity Using AudioMan

95 Book 4 Remote Client

96

97 Introduction SECTION 1 ABOUT THIS GUIDE This document is for users of the Remote Client application. It explains how to set up and monitor information on the Zeus application. Having a basic knowledge of Microsoft Windows is helpful but not required. This manual uses several conventions to help you learn to use the program quickly and easily. The Caution and Warning symbol indicates information or a step that could be potentially dangerous, such as a step that could permanently affect the database or a user s access to the program. 1Introduction The light bulb symbol indicates a tip. Tips suggest easier or alternative methods of executing a procedure. IVR Management and Maintenance Manual 1-1

98 Issue 1.0 SMB Notes Introduction

99 Getting Started SECTION 1 INTRODUCTION Remote Client is a program you can use to monitor and maintain processes and data on Zeus systems/hosts. A Zeus system is a set of multiple software applications that work together to provide multiple telephony capabilities. Remote Client has easy-to-use windows and dialogs that show near-real-time information about call activity running on a host. Near-real-time means that the information Remote Client provides is as current as possible. Being able to monitor near-real-time information is important so you can ensure that the processes running on a Zeus system, and the services associated with those processes, run efficiently. 2Getting Started SECTION 2 BASIC CONCEPTS Through Remote Client, you can use Zeus to interact with callers to perform many processes and custom services: Analyzing caller identification information Placing outbound calls Answering inbound calls Detecting a hang up Prompting for digits to gather information Playing voice files to report information Handling call flow to determine services or selections a caller wants Recording caller voice Connecting two telephone connections Send Query a database Write logging information IVR Management and Maintenance Manual 2-1

100 Issue 1.0 SMB8000 Zeus can perform custom processing because it uses scripts rather than embedded code. Scripts are programs that tell each line on a Telco board what to do. For example, Zeus comes with scripts that tell the lines to answer calls, play audio messages, and collect Dual Tone Multi-frequency Digits (DTMF) digits. Because you can edit and write new scripts, you can customize Zeus functionality, which makes Zeus a very powerful and flexible system. Zeus does not use a script until you assign the script to a line. A line is a logical destination (number) given to a physical port on a Telco board that resides in the PC. Lines start at zero and no two lines can have the same line ID (number). Each line has a default script that runs when the line is started. Any script can refer to other scripts. When Zeus initializes, it reads a configuration file to determine the lines that have been specified, the default script assigned to each line, and any special attributes of a line. Each configured line then independently processes its default script as specified in the Zeus configuration file. When a line processes a script, it compiles each text line within the script into an internal binary format. During that process, the line also checks for references to other script names. After compiling each script, the line compiles any referenced scripts not yet compiled. This repetitive compilation process repeats until the line has compiled all referenced scripts. Because each line loads and compiles scripts in this way, you must always reload new and/or edited scripts or the line will ignore the changes. A line only uses those scripts that have been most recently loaded. SECTION 3 STARTING AND EXITING REMOTE CLIENT To start Remote Client: 1. Open Windows Start menu and select Programs T&S Zeus Client Remote Client. Remote Client starts and opens a dialog for connecting to and logging into a remote host. 2-2 Getting Started

101 SMB8000 Issue 1.0 Figure 2-1 Specify Host Dialog Box 2. Click the Remote Host Name box and select the remote host to which you want to connect. The Remote Host Name list contains all hosts available to Remote Client. By default, the Remote Host Name box shows the name of the host to which you last connected. Because this host may now be unavailable, always select a host from the Remote Host Name list. 3. Enter your User ID box and password. User IDs and passwords are case sensitive. 4. Select the Remember login information check box if you want Zeus programs to automatically include the user ID and password in the Specify Host dialog for this host from now on. Zeus programs can remember a separate user ID and password for each available host. 5. Click OK. The Remote Client window opens. For details on this window, refer to Section 5 The Remote Client Window at a Glance on page 2-7. IVR Management and Maintenance Manual 2-3

102 Issue 1.0 SMB8000 To exit Remote Client: 1. Click Close from the Remote Client main window. The Remote Client main window closes and the Connect dialog box appears. 2. Click Exit from the Connect dialog box. Remote Client disconnects from its host and closes. Tips for Troubleshooting For each system that you have, you may want to run one copy of Remote Client and Remote Event Monitor to monitor and adjust the system as you see fit. If you have trouble with a system, you may also want to run the Trace Viewer from Remote Client and report what it says to your customer support representative so they can diagnose and solve the problem. SECTION 4 CHANGING HOSTS In generic terms, a server (or host) is a computer that has full two-way access to other computers on a network. A host has a specific "local or host number" that, together with the network number, forms its unique IP address. In terms of the Zeus system, a host is a machine that runs the Zeus application and stores its data. The host distributes this data to the Remote Client program. This setup allows you to use any PC to administer and monitor a host, provided the Remote Client program is installed on the PC. The data, scripts, and call control configuration running on a host exist on that host only. Zeus supports multiple hosts so that each host can run its own set of scripts and call control configuration. For this reason, if you want to use your machine to view statistics and data on other hosts, you must disconnect from the current host and connect to each of the other hosts, one at a time. As an example, Figure 2-2 System Supporting Two Hosts on page 2-5 shows a situation where a system is supporting two hosts. If the Remote Client application is currently connected to Host A, you would have to change to Host B to see statistics and data on Host B. 2-4 Getting Started

103 SMB8000 Issue 1.0 Host (A) Host (B) Change to Host B to view statistics and data for calls Host B is handling. Figure 2-2 System Supporting Two Hosts IVR Management and Maintenance Manual 2-5

104 Issue 1.0 SMB8000 To change hosts from within Remote Client: 1. Click Change Host from the Remote Client window. The Specify Host dialog opens. Figure 2-3 Change the Host from the Remote Client Window 2. Click the Remote Host Name box and select the host to which you want to connect. The Remote Host Name list contains all hosts available to Remote Client. By default, the Remote Host Name box shows the name of the host to which you last connected. Because this host may now be unavailable, always select a host from the Remote Host Name list. 3. Enter your User ID box and Password. User IDs and passwords are case sensitive. 4. Select the Remember login information check box if you want Zeus programs to automatically include the user ID and password in the Specify Host dialog for this host from now on. Zeus programs can remember a separate user ID and password for each available host. 5. Click OK. The Remote Client main window now shows data for the newly selected host. The name of the newly selected host appears in the lower left corner of the Remote Client window. 2-6 Getting Started

105 SMB8000 Issue 1.0 SECTION 5 THE REMOTE CLIENT WINDOW AT A GLANCE When monitoring call activity, the window you will most often work with is the Remote Client main window (refer to Figure 2-4 Remote Client Main Window). The Remote Client main window shows information about call activity the selected host is handling and allows you to access functions and dialogs necessary to maintain data on the host. The information in the main window is shown in near-real-time (one second after you click the refresh button). Title Bar Program Control Menu Line Display Area Figure 2-4 Remote Client Main Window IVR Management and Maintenance Manual 2-7

106 Issue 1.0 SMB8000 The Remote Client main window contains the following elements: Title Bar Line Display Area Command Buttons 5.1 Title Bar The Title Bar, as the name implies, indicates the name of the window or dialog that is currently open and contains the minimize, maximize, and close buttons. In the case of the main window, the title bar displays the number of ports/lines running on the selected host. The Title Bar also contains a Program Control Menu that when clicked opens a shortcut menu for manipulating the Remote Client window and for viewing information about Remote Client. Selecting About RemoteClient from the shortcut menu opens a dialog that shows release information about Remote Client (refer to Figure 2-5 About RemoteClient Dialog Box on page 2-9). The About RemoteClient dialog also shows information about the remote host to which Remote Client is connected: When the remote host was last started Number of calls the remote host has handled since it was last started Number of seconds the remote host has been running since it was last started. To open the About RemoteClient dialog box: 1. Click from the title bar. 2. Click About Remote Client from the shortcut menu. 2-8 Getting Started

107 SMB8000 Issue 1.0 Figure 2-5 About RemoteClient Dialog Box 5.2 Line Display Area The Line Display Area shows near-real-time information on the lines Zeus is running and calls it is processing, such as what lines Zeus is currently using, whether the line is idle or busy, or what script each line is running. Refer to Chapter 3 Working with the Line Display Area for details on this feature. 5.3 Command Buttons Table 2-1 Command Buttons in the Remote Client Window lists and describes the command buttons that appear in the Remote Client window. Table 2-1 Command Buttons in the Remote Client Window Command Button Reload Lines Events Traces Refresh Statistics Description Reloads the host s system defaults, configuration file, and scripts. This option is only available if you have Full or Normal access rights. Starts the Remote Event Viewer program for monitoring events that occur on the host. For more information about this application, see the Remote Event Viewer User s Guide. Starts the Remote Trace Viewer program for viewing traces that are generated according to trace level settings. Updates the information shown in the Remote Client window. Click the button to ensure you re viewing the most current information. Provides an overview of the IVR Application; System names, Application version, Network IP address, Ports, Cache and Calls. IVR Management and Maintenance Manual 2-9

108 Issue 1.0 SMB8000 Table 2-1 Command Buttons in the Remote Client Window Settings Change Host Audio Cache Audio Report Dump Lines Help Exit Allows the user to configure variable settings for the script to be used. Opens the Specify Host dialog for connecting to another host. Opens the Audio Cache window for monitoring and clearing of audio cache. Provides detailed statistics on the IVR line usage, such as call activity, script name, etc. Creates a text file with all information about all lines that are executing scripts. Opens Remote Client s online help system. Closes the Remote Client program Getting Started

109 SMB8000 Issue Shortcut Menu A short cut menu for selecting commonly used commands is available by right-clicking a line in the Line Display area of the Remote Client window. The shortcut menu includes the following commands for managing a selected line: Dump Data dumps all internal information regarding the line's current state into a file Edit Script opens a dialog to locate and edit a script that controls how the line processes calls Properties opens the Properties dialog for the selected line Reload Line reloads the script for this line (just like the Reload Scripts button does on the Line Properties dialog) Suspend/Resume temporarily stops a line from processing calls; makes a line start processing calls again For more information about these commands and the Properties dialog, refer to Chapter 4 Setting Line Properties. You must have Full or Normal access rights to use the shortcut menu. Figure 2-6 Shortcut Menu shows the options on this menu. Figure 2-6 Shortcut Menu IVR Management and Maintenance Manual 2-11

110 Issue 1.0 SMB8000 SECTION 6 RELOADING SYSTEM DEFAULTS, THE CONFIGURATION FILE, AND SCRIPTS Use the Reload button in the Remote Client main window to reload the system defaults, configuration file, and all scripts. The Zeus configuration file determines the lines the system will use, the default script assigned to each line, and any special attributes of the lines. For more information on the configuration file, see the Script Writing Guide. Scripts are programs that tell each line on a Telco board what to do. For example, Zeus comes with scripts that tell the lines to answer calls, play audio messages, and collect Dual Tone Multi-frequency Digits (DTMF) digits. Zeus doesn t use a script until you assign the script to a line. To reload the system defaults, configuration file, and all scripts to the host: 1. Click Reload from the Remote Client main window. The Reload button is only available if you have Full or Normal access rights. 2. Click Yes to confirm the action. 3. The Remote Client displays a status message when it has finished reloading the defaults, configuration file, and all scripts. 4. Click OK. Refer to Chapter 4 Setting Line Properties, Section 9 Reloading Scripts for a Line on page 4-16 for information on how to reload scripts for a specific line. To reload the system defaults, configuration file, and all scripts to the host: 1. Click Reload from the Remote Client main window. The Reload button is only available if you have Full or Normal access rights. 2. Click Yes to confirm the action. 3. The Remote Client displays a status message when it has finished reloading the defaults, configuration file, and all scripts. 4. Click OK. Refer to Chapter 4 Setting Line Properties, Section 9 Reloading Scripts for a Line on page 4-16 for information on how to reload scripts for a specific line Getting Started

111 SMB8000 Issue 1.0 SECTION 7 GETTING HELP Use the online help available with Remote Client if you have questions on how to use the application. You must have Internet Explorer 6.0 or greater to use the Remote Client online help. Open Remote Client s online help using either of the following methods: Click Help. Press the <F1> function key while in a window or dialog to display online help specific to the current window or dialog. IVR Management and Maintenance Manual 2-13

112 Issue 1.0 SMB Notes Getting Started

113 Working with the Line Display Area SECTION 1 LINE DISPLAY AREA The Line Display Area (Figure 3-1 Line Display Area on page 3-2) shows near-real-time information on the lines IVR is running. The Line Display Area organizes this information into the following columns: Line Usage Call Activity Script Name Pegs In Use Information To sort the information displayed: Click the column header of the information you want to sort. For example, clicking the Line header sorts the information in the Line Display Area by line. Clicking the column header again sorts the information in reverse order. 3Working with the Line Display Area IVR Management and Maintenance Manual 3-1

114 Issue 1.0 SMB8000 Figure 3-1 Line Display Area SECTION 2 LINE Zeus places and receives calls on lines. A line has a logical line number and is a physical telephone port. Zeus uses analog lines and T1 lines and VoIP. An analog line is a single line while a T1 line is composed of up to 24 lines. The Line column lists the logical line numbers Zeus is currently using. When monitoring a Line you may see a number as high as 672. Lines do not have to be consecutive. Clicking the Line header sorts the lines in numerical order. Double-clicking the line opens the Line Properties dialog. Use the Line Properties dialog to set line properties, such as its default script or tracing properties. Refer to Chapter 4 Setting Line Properties for details on the Line Properties dialog. Right-clicking a line brings up a shortcut menu that includes the functions Reload line, Properties, Suspend/ Resume, Registers, Dump Data, and Edit Scripts. These functions are specific to the highlighted line. Resuming operation of a line automatically reloads the scripts. 3-2 Working with the Line Display Area

115 SMB8000 Issue 1.0 SECTION 3 USAGE The Usage column shows whether a line is idle or busy. Monitoring the Usage of a line shows whether Zeus is using the line. SECTION 4 CALL ACTIVITY The Call Activity column shows the function a line is currently running. For example, the Call Activity column in Table 3-1 Call Activity Definitions shows that Line 0 is hung up. This information is important to ensure that the lines are properly processing calls. A line can have one of eighteen types of call activity. Table 3-1 Call Activity Definitions lists and explains these types of call activity. Table 3-1 Call Activity Definitions Call Activity Description Answered Answering Bridged Bridging Collected Collecting Dialed Dialing Disconnected Hung Up Locked Out On Hold Played Playing Recorded Recording Ringing Suspended The line answered the call. The line is answering a call. The process of bridging is complete. See bridging. A process where two calls connect together; for example, an incoming call connecting with an outbound call The line has finished collecting digits a caller entered. The line is collecting digits a caller entered. The outbound caller s dialing is complete. The process of dialing an outbound call. The caller hung up the phone. The line has hung up and ended the call. The line is currently locked out (blocked) The caller is on hold and is hearing background messages. The line has completed playing a message. The line is playing a message. The line has completed recording a caller s message. The line is recording a caller s message. The line is currently ringing; the line has not answered yet. The line is currently suspended. IVR Management and Maintenance Manual 3-3

116 Issue 1.0 SMB8000 SECTION 5 SCRIPT NAME The Script Name column shows the script a line is currently running. Scripts are programs that tell each line what to do by controlling what functionality Zeus runs on a line. Usually, the script name will only concern your System Administrator who uses this information to see lines running behind the scenes and to use when troubleshooting a problem. SECTION 6 PEGS The Pegs column (short for peg counts) shows the number of calls Zeus has received on a line since it last started. Monitor the Pegs column to ensure lines are properly receiving calls. For example, a line that has no pegs or very few pegs compared to another line might have a problem. SECTION 7 IN USE The In Use column shows the number of seconds a line has been processing calls. You can use this information along with the Pegs column to average the time a line has held a call and to ensure the line is working properly. For example, if a call appears to be connected indefinitely, the line might have a problem. A line that has a low number of pegs and a high In Use number indicates the line might be hung. SECTION 8 INFORMATION The Information column shows personalized information the script writer wants the line to display. For example, the script writer might want to display what functionality Zeus is currently performing, such as transferring funds or sending fax. 3-4 Working with the Line Display Area

117 Setting Line Properties SECTION 1 INTRODUCTION Calls come into Zeus on lines. A line is a logical identifier (number) given to a port. Each line has the following properties associated with it: Trace flags types of information the line will report when processing calls Line state the state in which a line exists Usage state whether the line is idle or busy Default script the first script Zeus will execute on a line When monitoring or setting these line properties, use the Line Properties dialog. Using the Line Properties dialog, you can: Assign a default script to a line Change the state of a line Dump all internal information regarding a line s current state into a file Change the default script for a line Dynamically edit variables a script is using Lock out and unlock a line Edit scripts Reload scripts If you edit a script, you must reload the scripts assigned to that line for Zeus to recognize those changes. To open the Line Properties dialog box: 4Setting Line Properties 1. Access the Remote Client main window. IVR Management and Maintenance Manual 4-1

118 Issue 1.0 SMB In the Line column, double-click the number of the line having properties you want to see or set. The properties shown in the Line Properties dialog box apply only to the selected line. Caution! Changing line properties can greatly affect whether your system operates correctly. Figure 4-1 Line Properties Dialog Box 4-2 Setting Line Properties

119 SMB8000 Issue 1.0 The following sections describe the parts of the Line Properties dialog and how to use them. Shortcut Menu Functions If you have Full or Normal access rights, you can quickly access many of the commands in the Line Properties dialog, such as Suspend/ Resume, Dump Data, and Reload Line, by right-clicking a line in the Remote Client main window. Right-clicking a line opens a shortcut menu (see the example below). Selecting a command from this shortcut menu opens the function specific to the highlighted line. For example, if you select Dump Data, you ll Dump Data only on the line you highlighted and right-clicked. The last two right-click commands launch applications-the Audio Administrator and the Trace Viewer applications. You can start these applications from their own icons independent of Remote Client, or you can start them through this right-click menu in Remote Client. You must have Full or Normal access rights to use the shortcut menu. The Trace Viewer program allows you to monitor the performance of a line. Refer to the Remote Trace Viewer User s Guide for more information. The Audio Administrator allows you to activate new voice files you have recorded so that Zeus plays them when it processes a call. It also allows you to listen to or remove either New or Active voice files. (For more information about the Audio Administrator, refer to Book 3 Audio Administration Introduction. SECTION 2 ASSIGNING A DEFAULT SCRIPT TO A LINE Each line has a default script assigned to it. Scripts are programs that tell each line what to do. For example, Zeus comes with scripts that tell the lines to answer calls, play audio messages, and collect DTMF digits. Scripts sometimes refer to other scripts. When a call comes into Zeus, Zeus determines which line the call came in on and runs the default script assigned to that line. IVR Management and Maintenance Manual 4-3

120 Issue 1.0 SMB8000 When Zeus initializes, it processes all scripts assigned to all lines that have been configured. In processing the default scripts, Zeus searches the scripts to see if they reference other scripts. If the default scripts reference other scripts, Zeus processes (converts the script to an internal binary image) and saves the names of those scripts in a load-list. It then searches those additional scripts for other script references. If Zeus finds other script references, it loads their names to the load-list and the process continues. This process repeats until Zeus has determined and processed all referenced scripts. By going through this loading process, Zeus knows what scripts it will need to process calls on the lines that are turned on and makes them available to use later. Because Zeus processes all scripts during initialization, editing scripts has no effect on lines running on Zeus until you reload the scripts. The Default Script box (Figure 4-2 Default Script Box) in the Line Properties dialog shows the default script currently assigned to the selected line. Figure 4-2 Default Script Box Use the Default Script box to see which default script is assigned for the selected line. You can also use the Default Script box to assign a different default script to the selected line without having to shut the system down. To assign a default script to the selected line: 1. Access the Remote Client main window. 2. Double-click the line number for which you want to assign a default script. 3. Click the Default Script box and type the name of the script you want the line to use as the default. 4. Click Reload Scripts for the new default script to go into affect. The Reload Scripts button reloads all scripts for this line only. SECTION 3 SETTING LINE PROPERTIES TO TRACE As Zeus executes scripts, it can date and time stamp information and log it to a trace file called trace_out.log. You can find the trace_out.log file in the directory in which Zeus is running. This process of logging information is called tracing. By tracing line properties, support personnel can better diagnose problems the system might be having. If you have assigned a name to Zeus in the Zeus configuration file (using the -n 4-4 Setting Line Properties

121 SMB8000 Issue 1.0 parameter), the name will appear in the name of the log file. For example, if the assigned name of Zeus was XYZ, the name of the log file would be XYZ_out.log. The Line Properties dialog has a list of check boxes (Figure 4-3 Tracing Options on page 4-5) that show the properties you can trace. Check a box to trace a property or leave it empty to have Zeus ignore the property. Checked Tracing boxes apply to the selected line only. Other lines might have different Tracing boxes checked. Use the Set All and Clear All buttons to check or empty all trace properties in one step. Caution! Leaving logging on permanently can use a considerable amount disk space. Check a box to have the Zeus trace that property. Leave a box empty to have Zeus ignore the property. Figure 4-3 Tracing Options IVR Management and Maintenance Manual 4-5

122 Issue 1.0 SMB8000 Table 4-1 Tracing Options Properties lists and describes the properties available to trace. Table 4-1 Tracing Options Properties Tracing Property Information Traced Tracing Property Play Collect Call Script Switch Variable Text-To-Speech Record Database Fax Miscellaneous Timer Background WinSock Cache Events ACD PBX VoIP StartUp/ShutDown Information Traced Activities relating to playing audio messages. Activities relating to collecting DTMF digits from a caller. Activities relating to placing outbound and receiving inbound calls. Information about each line of text in a script as Zeus executes it. Activities related to MVIP switching. Activities related to the decomposition and manipulation of variables. Activities related to converting text to audio. Activities relating to recording audio messages. Activities relating to database actions. Activities relating to sending and receiving faxes. Activities not falling within any other trace category but deemed important information. Activities relating to timers. Activities relating to playing audio messages as background. Activities relating to TCP/IP connections. Activities relating to caching of audio messages. All Telco events as reported by the Telco board. Activities relating to ACD actions. Activities relating to PBX actions. Activities relating to SIP based calls. Activities relating to the starting or stopping of individual Lines. 4-6 Setting Line Properties

123 SMB8000 Issue 1.0 To set which line properties Zeus is to trace: 1. Ensure the Remote Client main window is open. 2. Double-click the line number having properties you want to trace. 3. Check the boxes in the Tracing field for the types of information you want to trace or leave them empty to have Zeus ignore that type of trace information. 4. Click OK. Click Set All or Clear All to select or deselect all trace properties in one step. SECTION 4 LOCKING AND UNLOCKING LINES Use the Lock Out/UnLock button to lock and unlock a line. Locking a line blocks calls from being originated from Zeus on the line. For example, you may need to lock out a line for testing or facility failure. The Lock Out/UnLock button changes depending on whether a line is locked out or unlocked. If a line is locked out, the Call Activity column in the Remote Client main window show the line is "Locked Out." A line s lockout state is maintained in the registry and, therefore, persistent between running sessions of Zeus. To lock out a line: Click Lock Out in the Line Properties dialog box. To unlock a line: Click UnLock in the Line Properties dialog box. SECTION 5 MONITORING AND CHANGING THE STATE OF LINES As a line processes calls, its state may change. To monitor or change a line s state, use the Line State field (Figure 4-4 Line State Field). Shows the current state of the line. Changes the state of the line to that shown on the button. Figure 4-4 Line State Field IVR Management and Maintenance Manual 4-7

124 Issue 1.0 SMB8000 The Line State field shows the state of the line and includes a button to change that state. The button that appears depends on the current state of the line. Caution! Do not push this button unless support personnel or this user guide instructs you to do so. If you click this button a confirmation dialog appears. Changing the state of a line can disrupt call processing. A line can be in one of six states. Refer to Table 4-2 Line States for details on these line states and how they affect the button. Table 4-2 Line States Line State Description Associated Button Running The line is running. Stop Terminating The line is in the process of stopping. Button will be blank Terminated Stopped The line is shutdown and will no longer process calls. Usually, if a line is in a terminated state, the application is shutting down or a major fault has occurred on the line. The line is stopped and is waiting for Zeus to tell it to do something. Button will be blank Start Starting The line is starting and initializing. Button will be blank Suspended The line was processing a call but a script command or Zeus has temporarily stopped it. Zeus usually suspends outbound lines when not using them. Start Complete the following steps to monitor or change the state of a line. Caution! Because changing the state of a line can disrupt call processing, do not change the state of a line unless support personnel or this user guide instructs you to do so. 1. Access the Remote Client main window. 2. Double-click the number of the line for which you want to monitor or change its state. 3. Click the button in the Line State field. 4-8 Setting Line Properties

125 SMB8000 Issue 1.0 The state shown on the button is the state to which Zeus will change the line. The state changes as soon as you push the button. 4. If you are stopping a line from running, Remote Client prompts you to confirm the line suspension. Select Yes to confirm line suspension. The button will not reflect the change until you click OK and reopen the Line Properties dialog box. Suspending and Resuming Lines from the Main Window If you have Full or Normal access rights, you can quickly suspend and resume lines from the Remote Client main window: 1. From the Remote Client main window, right-click the line you want to suspend or resume to open a shortcut menu. 2. Select Suspend/Resume from the shortcut menu. SECTION 6 SAVING INFORMATION ABOUT A LINE S CURRENT STATE Clicking the Dump Data button in the Line Properties dialog dumps all internal information regarding a line s current state into an ASCII file you can open and view. This ASCII file will reside on the server (host). The naming convention Zeus uses when naming this file is as follows: line_<line number>_dump.txt You can find this file in the working directory from which Zeus is launched, that is, on the server (host). By default, this location is as follows: C:\Zeus For example, if you dump line information for line 3, Zeus places the information in the following location: C:\Zeus\line_3_dump.txt The following example shows the contents of a sample line dump file: Current script: BasicTest Current script line: 11 Connected Line ID: 9999 Assigned to Line: None IVR Management and Maintenance Manual 4-9

126 Issue 1.0 SMB8000 Current Usage State: Waiting For Hangup: ADI Call state: Last Event ID: Zeus Call State: RemoteClient Busy False ADI_CC_STATE_CONNECTED ADIEVN_CALL_CONNECTED Playing State:Ready To dump line information to an ASCII file: Click Dump Data from the Line Properties dialog box. To view dump line information in its ASCII file: Locate and open the following directory and file: \\<server(host)name>\c_drive\zeus\line_<line number>_dump.txt Saving Line Information from the Main Window If you have Full or Normal access rights, you can quickly save line information from the Remote Client main window: 1. From the Remote Client main window, right-click the line for which you want to save its information. 2. Select Dump Data from the shortcut menu. SECTION 7 MONITORING LINE USAGE Lines are either idle or busy. The Line Usage box indicates whether a line is idle or busy. Lines that are busy are lines that are handling phone calls. Idle lines are lines that are available to receive calls. SECTION 8 EDITING SCRIPTS Remote Client allows you to edit scripts in two ways, depending on the location and file type of the script you want to edit. You can download a line s default script from a Zeus host and edit it, or you can open a script on your PC and edit it. If you download the script from a host, the file will be a.txt file type. Download the.txt script from a host if you are confident editing scripts with a text editor. If you open a script on your PC, it is a.gsc file type. Open and use this file type if you are new at editing scripts Setting Line Properties

127 SMB8000 Issue 1.0 You will use the VisEd application to edit these scripts, which has a user-friendly, graphical user interface. Once you are finished editing a.gsc script in VisEd, you will use VisEd to generate a.txt file of the script that you can then Reload for a line (refer to Section 9 Reloading Scripts for a Line on page 4-16). 8.1 Editing a Script Located on a Zeus Host Remote Client allows you to open a line s default script and edit it from within the application, using a text editor such as WordPad or Notepad. To edit a.txt script from a Zeus host: 1. Access the Remote Client main window. 2. Double-click any line number in the Remote Client main window to open the Line Properties dialog box. 3. Click Edit Script. The File Location dialog box opens. Figure 4-5 File Location Dialog Box 4. Ensure that Download and edit a file is selected, then click OK. 5. When the following dialog box opens, select the editor you want to use to edit the script. IVR Management and Maintenance Manual 4-11

128 Issue 1.0 SMB8000 Figure 4-6 Editor Selection Dialog Box 6. Click the Edit file box from the following File Location dialog box and select the script file you want to edit. Figure 4-7 Edit Script File Dialog Box 7. Click OK. The script opens in the editor you selected. 8. Edit the script. 9. Save the script. 10. Close the editor. A dialog box opens asking whether you want to send the file to the remote system from which you downloaded the file Setting Line Properties

129 SMB8000 Issue 1.0 Figure 4-8 Sending Downloaded Files to Remote System 11. Click Yes to return the script to the remote system. You must reload the edited script for Zeus to recognize it. To learn how to reload scripts for a line, refer to Section 9 Reloading Scripts for a Line on page Opening Scripts from the Main Window If you have Full or Normal access rights, you can quickly open a script for editing from the Remote Client main window: 1. From the Remote Client main window, right-click the line running the script you want to edit. 2. Select Edit Script from the shortcut menu. 8.2 Editing a Script Located on Your PC Remote Client allows you to open a.gsc version of a script from your PC so you can edit it with the VisEd application. VisEd is a user-friendly application with a graphical user interface that you can use if you re inexperienced with editing scripts in a text editor like WordPad or Notepad. To edit a script through Remote Client: 1. Access the Remote Client main window. 2. Double-click any line s number in the Remote Client main window to open the Line Properties dialog box. IVR Management and Maintenance Manual 4-13

130 Issue 1.0 SMB Click Edit Script. The File Location dialog box opens: Figure 4-9 File Location Dialog Box 4. Ensure that Edit a local file is selected, then click OK. 5. From the Open dialog box, locate the relevant.gsc script and click Open. The.gsc opens in the VisEd application. 6. In VisEd, edit the script. Refer to the VisEd User s Guide for details on how to use VisEd to edit scripts. 7. In VisEd, save the script. 8. In VisEd, open the Script menu and select Generate to generate a.txt script file that you can run on the remote system. A Save As dialog box opens Setting Line Properties

131 SMB8000 Issue 1.0 Figure 4-10 Save Dialog Box 9. Click Save. 10. Close VisEd. A dialog box opens asking whether you want to send the file to a remote system. Figure 4-11 Sending a Saved File to a Remote System 11. Click Yes to send the script to the relevant remote system. You must reload the edited script for Zeus to recognize it. Refer to Section 9 Reloading Scripts for a Line on page 4-16 to learn how to reload scripts for a line. IVR Management and Maintenance Manual 4-15

132 Issue 1.0 SMB8000 Opening Scripts from the Main Window If you have Full or Normal access rights, you can quickly open a script for editing from the Remote Client main window: 1. From the Remote Client main window, right-click the line running the script you want to edit. 2. Select Edit Script from the shortcut menu. SECTION 9 RELOADING SCRIPTS FOR A LINE If you edit a script, the line using the script ignores the edits until you reload the script. Without reloading scripts, the line continues to use the previously loaded script. To reload scripts for a specific line, use the Reload Scripts button. Refer to Figure 4-12 Reload Scripts Button. Reloads the scripts assigned to the selected lines. Figure 4-12 Reload Scripts Button To reload scripts for a selected line: 1. Access the Remote Client main window. 2. Double-click the number of the line having scripts you want to reload. The Line Properties dialog box opens. 3. Click Reload Scripts. The Reload Scripts button reloads all scripts for this line only Setting Line Properties

133 SMB8000 Issue 1.0 Reloading Scripts from the Main Window If you have Full or Normal access rights, you can quickly access registers from the Remote Client main window. To Reload scripts for a specific line: 1. From the Remote Client main window, right-click the line running the script you want to reload. 2. Select Reload Line from the shortcut menu. To reload all scripts, the configuration file, and system defaults: 1. Click Reload from the Remote Client main window. 2. Click Yes to confirm the action. The Remote Client displays a status message when it has finished reloading the defaults, configuration file, and all scripts. 3. Click OK. SECTION 10 USING REGISTERS Registers are a form of variable you can use to dynamically add information to, or modify information in, a script while the system is running. You can assign up to ten registers for each line. Once you name a register in a script, you can use the Registers dialog (refer to Figure 4-13 Registers Dialog Box) to change the value of the register at anytime, even as Zeus is using the script. Open the Registers dialog box by clicking the Registers button in the Line Properties dialog box. IVR Management and Maintenance Manual 4-17

134 Issue 1.0 SMB8000 Figure 4-13 Registers Dialog Box You must name registers in your script for them to appear in the Registers dialog box. As an example of using Registers, assume you want to use one script to dial a range of telephone numbers but also want to be able to change the range at any time. To accomplish this action, you would need to name three registers in your scripts as FirstNumber, LastNumber, and OkToRun. Use the following script statement to name scripts: Set register.name [1] <name> Once you have named the registers in your scripts, the next step you would need to take is to open the Registers dialog and specify the telephone number range desired by entering a starting telephone number into the "FirstNumber" register and an ending telephone number in the "LastNumber" register (as shown in Figure 4-13 Registers Dialog Box). Then, set the OkToRun register to stop. When you are ready for Zeus to begin dialing the range of numbers, use the Registers dialog to change the OkToRun register to go. Zeus dials each number in the range until it reaches the number set in the LastNumber register. You could manually stop Zeus from dialing by changing the OktoRun to stop. You need to ensure the script checks the OkToRun register before dialing each call so that it stops dialing calls when it sees the register it is not set to go. Because each line can own up to ten registers, you could have a number of lines all dialing different ranges and control those ranges by entering register information in real time into the Registers dialog box Setting Line Properties

135 SMB8000 Issue 1.0 Figure 4-14 Sample Script Using Registers on page 4-19 shows what the script for this example might look like. Refer to the Script Writing Guide for more details on using Registers in scripts.!registertest Declare x as int Set register.name[1] to StartNumber Set register.name[2] to EndNumber Set register.name[3] to From Display value[2] = $Register.value[2] Display Stopped // Wait for someone to tell us to go WaitLoop: if $Register.value[3] = GO then Set register.value[3] to Running Goto Loop else Wait 500 Goto WaitLoop endif Loop: Set x to $Register.value[1] if $Register.value[1] = $Register.value[2] then Goto Done else Set x to ($x + 1) Set Register.value[1] to $x Wait 250 Goto Loop endif Done: Set Register.value[3] to Stopped Display Stopped suspend Figure 4-14 Sample Script Using Registers IVR Management and Maintenance Manual 4-19

136 Issue 1.0 SMB8000 Accessing Registers from the Main Window If you have Full or Normal access rights, you can quickly access registers from the Remote Client main window: 1. From the Remote Client main window, right-click the line running the registers you want to administer. 2. Select Registers from the shortcut menu. The Registers dialog box opens to display the registers running on the selected line Assigning Values to Registers Remember the following rules when assigning values to registers: Each line has its own set of 10 registers. A register does not exist until a script gives it a name and has at least one script statement that uses it. You must name registers in your script for them to appear in the Registers dialog. If you have met the rules in the previous list, complete the following steps to dynamically assign values to registers: 1. Access the Remote Client main window. 2. Double-click the number of the line for which you want to assign a register value. The Line Properties dialog box opens. 3. Click Registers from the Line Properties dialog. The Registers dialog box opens. 4. Click the register box listing the name of the register to change. 5. Type the value to assign the register. 6. Click OK Setting Line Properties

137 SMB8000 Issue Viewing the Most Current Register Values To view the most current value assigned to a register: Click Refresh from the Registers dialog box. IVR Management and Maintenance Manual 4-21

138 Issue 1.0 SMB Notes Setting Line Properties

139 Audio Cache SECTION 1 INTRODUCTION Clicking the Audio Cache button from the Remote Client window opens a window for monitoring and controlling the audio cache. Press the Audio Cache button to open the Audio Cache Details window. (Refer to Figure 5-1 System Commands Dialog Box on page 5-2.) From this window, you view all audio files that have been loaded into cache, see the total amount of memory allocated for audio caching, see the current amount of memory actually used for audio caching, and clear the audio cache. The Audio Cache is automatically cleared of old files that have not been used within the last 24 hours each night. Updated physical files are detected by Zeus and cause their cached image to be automatically updated. However, if you have updated a file and its cache did not automatically get updated (you still hear the old audio) you can manually clear all cached files. Once cleared, each instance of first use of an audio file will cause it to once again be inserted into cache. 7Audio Cache IVR Management and Maintenance Manual 7-1

140 Issue 1.0 SMB8000 Figure 7-1 Audio Cache Details Dialog SECTION 2 CLEARING AUDIO CACHE Clearing the Audio Cache causes all file images in memory to be cleared. To clear all files from the Audio: 1. Click Clear Cache. 7-2 Audio Cache

141 Statistics Clicking the Statistics button from the Remote Client window opens the statistics dialog. This dialog shows both configuration information and statistical information. There are no input fields in this dialog. It is for review and informational purposes only. 8Statistics Figure 8-1 Statistics Dialog Box IVR Management and Maintenance Manual 8-1

142 Issue 1.0 SMB8000 This statistics dialog shows various information about the Zeus configuration and running statistics. Table 8-1 Statistics Dialog Information Field System Network Name Application Version Application Build Script File Extension Script Version Auto Restart Time System ID IP Address Last Started System Time Total Ports Ports In Use Total Audio Cache Audio Cache In Use Total Calls Total Usage Average Usage Total Inbound Calls Total Outbound Calls Max Ports Used Today Max Ports Used Yesterday Description The name of the system as seen from the LAN. The Zeus software version number The Zeus software build number. The file extension used for Zeus scripts. An optional version number assigned in the scripts. The time of day Zeus is scheduled to restart every day. An optional Zeus ID assigned to the system. One or more IP Addresses assigned to the system. The date and time the Zeus application was last started. The current time on the PC where Zeus is running. The total number of ports currently running. The total number of ports currently in use. The number of MB of memory reserved for audio cache. The amount of memory currently used for audio cache. The total number of calls since Zeus was last restarted. The total number of seconds of usage for all calls since Zeus was last restarted. The average number of seconds of usage for each call since Zeus was last restarted. Number of the total calls that were inbound. Number of the total calls that were outbound. The most ports at any one time that have been used today. The most ports at any one time that were used yesterday. A variable can be changed by selecting it and pressing the Change button or by double clicking the variable name. To refresh the display, press the Refresh button. 8-2 Statistics

143 Settings Clicking the Settings button from the Remote Client window opens the Settings dialog. This dialog is used to review and modify the values of global variables used in scripts. 9Settings Figure 9-1 Settings Dialog Box IVR Management and Maintenance Manual 9-1

144 Issue 1.0 SMB8000 Table 9-1 Settings Dialog Information Field Variable Name Variable Value Description The name of the global variable used by all scripts. The value assigned to the variable. A variable can be changed by selecting it and pressing the Change button or by double clicking the variable name. To refresh the display, press the Refresh button. 9-2 Settings

145 Starting Programs from Remote Client 10 You can open the following programs from within Remote Client: SECTION 1 SECTION 2 Remote Event Viewer Trace Viewer STARTING THE REMOTE EVENT VIEWER The Remote Event Viewer is a program you use to monitor events that occur on the system. By monitoring events, you can ensure your system is running as expected. If errors occur, Remote Event Monitor notifies you of the error. To open Remote Event Viewer from the Remote Client program: Click Events. Refer to Book 6 Remote Event Viewer for details. STARTING REMOTE TRACE VIEWER The Remote Trace Viewer program is a configurable line monitoring feature that displays all the trace information elements as set in the Remote Client s Line Properties dialog. Use Remote Trace Viewer to monitor different information elements, such as status messages, script execution, and telephony events that occur on lines handling calls. To start Trace Viewer from within Remote Client: 1. Right-click a line in the Remote Client window. Starting Programs from Remote Client 2. Select Trace Viewer from the shortcut menu. You must have Full or Normal access rights to use the shortcut menu. IVR Management and Maintenance Manual 10-1

146 Issue 1.0 SMB Notes Starting Programs from Remote Client

147 Book 5 Remote Trace Viewer

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149 Remote Trace Viewer SECTION 1 SECTION 2 INTENDED AUDIENCE This document is for administrators who use Remote Trace Viewer to troubleshoot possible problems with the system. Having a basic knowledge of Zeus and Microsoft Windows is helpful but not required. CONVENTIONS USED IN THIS DOCUMENT The names of some buttons in Remote Trace Viewer's windows and dialogs have an underlined letter that represents a shortcut key. Pressing a shortcut key on a button is equivalent to clicking the button. Procedures in this manual reflect shortcut keys if they are available. The "" symbol in a procedure identifies a situation where you must click a series of menus or commands, such as opening the File menu and clicking the Print command in Figure 1-1 File Menu Example. 1Remote Trace Viewer Figure 1-1 File Menu Example IVR Management and Maintenance Manual 1-1

150 Issue 1.0 SMB8000 For example, the step to click the Print command from the File menu in the preceding figure would appear as follows. 1. Click File Print from the Main menu. The light bulb symbol indicates a tip. Tips suggest easier or alternative methods of executing a procedure. 1-2 Remote Trace Viewer

151 Remote Trace Viewer SECTION 1 INTRODUCING THE REMOTE TRACE VIEWER The Remote Trace Viewer program is a configurable line-monitoring feature that displays trace output and event information generated by one or more Zeus applications running on a system. Which trace messages are generated by a Zeus application is specified in the System Information application. Use the Remote Trace Viewer program to monitor different information elements, such as status messages, script execution, and telephony events occurring on lines handling calls. The program includes the following features: Pause and restart feature Filters feature to customize the trace results displayed Find feature for finding any part of a trace result Real-time copy traces to a file Write and copy feature for saving trace results 2Remote Trace Viewer Each Zeus system has a Trace Relay application running. It is the job of the Trace Relay to receive all traces generated by all Zeus applications on a system and forward them, using TCP/IP, to all Remote Trace Viewers that have connected. This allows a Remote Trace Viewer the ability to run on the same system or from any location on the network. IVR Management and Maintenance Manual 2-1

152 Issue 1.0 SMB8000 SECTION 2 STARTING REMOTE TRACE VIEWER To start Remote Trace Viewer: 1. Open the Windows Start menu and click Programs T&S Zeus Client Remote Trace Viewer. A Host Configuration dialog opens for selecting a host to monitor. 2. Open the Host Name list and select the remote host to which you want to connect. The Host Name list contains all available hosts. 3. Click OK. The main window of the Remote Trace Viewer opens and shows the last 50 trace results. Notes: Remote Trace Viewer fails to receive and display trace results if the Trace Relay program is not running on the host to which Trace Viewer is connected. Trace Relay sends event in real time to all connected Remote Trace Viewers. Trace Relay always keeps the last 50 trace messages and immediately sends them to any newly connected Remote Trace Viewer. If all IVR Management Tool applications are closed, existing tracing information is lost. SECTION 3 USING THE REMOTE TRACE VIEWER WINDOW The Remote Trace Viewer window, shown in Figure 2-1 Remote Trace Viewer Main Window, displays the trace results as they occur. Use the row of options along the top of the window to access Remote Trace Viewer's features and to exit the program. The Status bar at the bottom of the window shows the number of events Remote Trace Viewer is currently displaying and the maximum number of events it can display. The Function button contains the Restore, Move, Size, Minimize, Maximize, Close, and About Remote Trace Viewer functions. To access these functions, click the logo button. 2-2 Remote Trace Viewer

153 SMB8000 Issue 1.0 Function Buttons Feature Buttons Column Heads Trace Results Event Counter Figure 2-1 Remote Trace Viewer Main Window IVR Management and Maintenance Manual 2-3

154 Issue 1.0 SMB8000 SECTION 4 STOPPING AND RESTARTING THE REMOTE TRACE VIEWER DISPLAY The Remote Trace Viewer window updates in one-second intervals. Remote Trace Viewer adds newly received trace results to the top of the list and automatically scrolls the window to keep the most current trace results displayed. Because the Trace Viewer window is constantly scrolling when it receives new trace results, locating and reading a trace result can be difficult. For this reason, Remote Trace Viewer allows you to stop and restart trace results from displaying. To stop the Remote Trace Viewer window so that newly received results do not display: Clear the Show New Traces check box. To have the Trace Viewer window begin displaying newly received trace results again: Select the Show New Traces check box. SECTION 5 SPECIFYING VIEWABLE COLUMNS Sometimes you may not want to see all the columns so that more of the trace information description can be seen. To change which columns are being displayed, press the Columns button. Unselect any columns you may not want to see and press OK. The window is repainted and shows the columns that remained checked when you pressed OK. Figure 2-2 Configure Columns Window 2-4 Remote Trace Viewer

155 SMB8000 Issue 1.0 SECTION 6 FINDING A TRACE RESULT The Find feature searches for specified text within the fields listed in the trace results. The Find feature is not case sensitive and does not support searches with a wild card (). It can search using partial words. To find text in the trace results: 1. Click Find to open the Find dialog (refer to Figure 2-3 Find Feature Dialog Box). 2. Click the Find What box and type the text you want to find. 3. Click Find Next. The Find feature finds the first instance of the query and highlights it. To find the next instance: 1. Press F3 or open the Find dialog. 2. Click Find Next with the Down radio button selected. To find the previous instance: 1. Press shift and F3 or open the Find dialog window. 2. Click Find Next with the Up radio button selected. The search starts below the highlighted line and continues down the list. The search only runs down the list. Figure 2-3 Find Feature Dialog Box IVR Management and Maintenance Manual 2-5

156 Issue 1.0 SMB8000 SECTION 7 FILTERING TRACE RESULTS Because you will often have many trace results, finding a specific result can be difficult. For this reason, you can filter trace results by any of the following criteria: File Name System Name Event Description Trace Types SECTION 8 FILTERING TRACE RESULTS To eliminate unwanted trace information, you may want to apply a filter. You can filter trace results by any of the following criteria: File Name System Name Event Description Trace Types SECTION 9 FILTERING TRACE RESULTS BY FILE NAME, SYSTEM NAME, AND EVENT DESCRIPTION When filtering by File Name, System Name, and Event Description, you can filter the displayed results by using the Show only traces with this name and the Show only traces without this name options. As an example, if an error occurs on a specific Telco line, you can narrow the number of trace results by using the Show only traces with this name option to list only the results with known or suspected errors. Or, you could use the Show only traces without this name to remove error-free trace results. When specifying a file name, system name, or event description, note that filters are not case sensitive. The File Name and System Name tabs require accurate text, but the Event Description tab will accept partial text and phrases. To filter trace results by file name, system name, and/or event description: 1. Click Filters from the Remote Trace Viewer window. The Set Filter Criteria dialog opens (refer to Figure 2-4 Set Filter Criteria Dialog Box). 2. Select the tab matching the type of filter you want to set. 2-6 Remote Trace Viewer

157 SMB8000 Issue Type the file name, system name, or event description in the space provided. 4. Select one of the Action options to specify if you want to show traces with or without the name/description. 5. Set another filter if necessary. 6. Click OK. Figure 2-4 Set Filter Criteria Dialog Box SECTION 10 FILTERING TRACE RESULTS BY TRACE TYPE The Trace Types tab includes the types of information available to trace. The trace types listed match those listed in the Line Properties dialog box of the Remote Client program. By selecting and clearing the check boxes in the Trace Types tab, you control the types of tracing that appear in the trace results. Figure 2-5 Trace Types Tab in Set Filter Criteria Dialog Box shows an example of the Trace Types tab. To filter trace results by trace type: 1. Click Filters from the Remote Trace Viewer window. The Set Filter Criteria dialog opens. IVR Management and Maintenance Manual 2-7

158 Issue 1.0 SMB Select the Trace Types tab. 3. Clear the check boxes matching the type of trace information you want to filter from the results. 4. Click Uncheck All to clear all of the check boxes. 5. Select the check boxes matching the type of trace information you want to include in the trace results. 6. Click Check All to select all of the check boxes. 7. Select another filter tab if you want to further filter trace results. 8. Click OK. Figure 2-5 Trace Types Tab in Set Filter Criteria Dialog Box 2-8 Remote Trace Viewer

159 SMB8000 Issue 1.0 SECTION 11 CLEARING FILTERS To clear a file name, system name, and/or event description filter: 1. Click Filters from the Remote Trace Viewer window. 2. Select the tab matching the filter you want to clear. 3. Delete the text that specifies the filter criteria. 4. Clear any other filter if necessary. 5. Click OK. To clear a trace type filter: 1. Click Filters from the Remote Trace Viewer window. 2. Select the Trace Types tab. 3. Select the trace type check box you want to clear as a filter. 4. Clear any other filter if necessary. 5. Click OK. SECTION 12 TOGGLING THE FILTER ON AND OFF Selecting and clearing the Use Filter check box in the Remote Trace Viewer window turns the filter on and off. When you turn off the filter, Remote Trace Viewer keeps your filter settings saved but does not use them. To turn the filter off: Clear the Use Filter check box. Remote Trace Viewer displays all trace results. To turn the filter back on: Select the Use Filter check box. Remote Trace Viewer displays trace results based on your filter settings. IVR Management and Maintenance Manual 2-9

160 Issue 1.0 SMB8000 SECTION 13 WRITING TRACE RESULTS TO A FILE The Write Trace feature saves the current trace results to a file. You can choose to name the trace file or use the default trace file called traceout.log. Remote Trace Viewer saves the trace file to the working directory, which is the directory from which you launch Remote Trace Viewer. View the saved trace results using a text editor such as Notepad, WordPad, or Word. Remote Trace Viewer saves only the displayed trace results to the file. For this reason, a filter will impact the trace results that are written to the file. Figure 2-6 Write Trace Feature Dialog Box To write a trace file to the working directory: 1. Click Write Trace from the Remote Trace Viewer window. 2. Select the columns you want included in the file. 3. Type the name of the file you want the trace results written to in the File Name box. 4. Click OK Remote Trace Viewer

161 SMB8000 Issue 1.0 SECTION 14 EVENTS Events that are generated by a Zeus application also appear in the Remote Trace Viewer. Each event s text is preceded by one or more asterisks followed by the word Event: as indicated below: Event: - an informational event * Event: - a minor level event ** Event: - a major level event *** Event: - a critical level event SECTION 15 COPYING TRACE RESULTS TO A FILE Use the Copy to File check box in the Remote Trace Viewer window to copy trace results to a file as they arrive. The trace results can be filtered or unfiltered. Remote Trace Viewer copies the trace results to the file last specified when writing trace results to file. If you have not written trace results to the file since you started the program, Remote Trace Viewer has you specify the file and columns you want copied. To copy trace results to a file: 1. Select the Copy to File check box in the Remote Trace Viewer window. 2. If you have not written trace results to a file, the Write Trace dialog opens for you to specify the file name and columns you want saved to the file. 3. Select the columns you want included in the file. 4. Type the name of the file you want the trace results written to in the File Name box. 5. Click OK. To stop copying trace results to the file: Clear the Copy to File check box. IVR Management and Maintenance Manual 2-11

162 Issue 1.0 SMB8000 Reviewing the Location of the Trace File If you have written trace results to a file and want to review the location of the trace file: 1. Click Write Trace from the Remote Trace Viewer window. 2. The file name displayed in the Write Trace dialog is the location to which Remote Trace Viewer will write and copy files. 3. Click Cancel. SECTION 16 CLEARING TRACE RESULTS FROM THE REMOTE TRACE VIEWER WINDOW To permanently empty the contents of the Remote Trace Viewer window: Click Clear. SECTION 17 GETTING HELP Use the online help available with Remote Trace Viewer if you have questions on how to use the program. You must have Internet Explorer 4.0 or greater to use Remote Trace Viewer's online help. Use either of the following methods to view online help: Click the Help button. Press the <F1> function key while in a window or dialog to display context sensitive help Remote Trace Viewer

163 SMB8000 Issue 1.0 SECTION 18 CHANGING HOSTS Change hosts if you want to view events that occur on another host: 1. Click Change Host from the Remote Event Viewer window. A Connect dialog opens to prompt you to select a host to monitor. 2. Open the Remote Host Name list and select the remote host to which you want to connect. The Remote Host Name list contains all available hosts. 3. Click OK. The Remote Event Viewer updates to show events occurring on the newly selected host but keeps the previous host s events displayed. SECTION 19 EXITING REMOTE TRACE VIEWER The Exit feature closes the application. To exit using the Exit feature: Click Exit to close the Remote Trace Viewer application. The Remote Trace Viewer also closes by other means: By key combination <Alt>+<F4> By clicking the button By clicking the Feature button and selecting Close. IVR Management and Maintenance Manual 2-13

164 Issue 1.0 SMB Notes Remote Trace Viewer

165 Book 6 Remote Event Viewer

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167 Introduction SECTION 1 SECTION 2 ABOUT THIS DOCUMENT This document is for administrators who monitor alarms and events that occur on the Zeus system. Having a basic knowledge of Microsoft Windows is helpful but not required. CONVENTIONS USED IN THIS DOCUMENT This manual uses several conventions to help you learn to use the program quickly and easily. 1Introduction The "" symbol in a procedure identifies a situation where you must click a series of menus or commands, such as opening the File menu and clicking the Print command, as shown in Figure 1-1. Figure 1-1 File Menu IVR Management and Maintenance Manual 1-1

168 Issue 1.0 SMB8000 To select the Print command from the File menu (as shown in Figure 1-1) would appear as. Click File Print from the Main menu. The Caution and Warning symbol, indicates information or a step that could be potentially dangerous, such as a step that could permanently affect the database or a user s access to the program. The light bulb symbol, indicates a tip. Tips suggest easier or alternative methods of executing a procedure. This document uses the term line to refer to a logical designation (number) given to a physical telephone port. In these cases, the term line is italicized, as in the following example. Lines are unable to use fax service until you enable the fax feature in the configuration file. 1-2 Introduction

169 Remote Event Viewer SECTION 1 INTRODUCING THE REMOTE EVENT VIEWER The Zeus Remote Event Viewer, from here on referred to as Remote Event Viewer, is an application you use to monitor events that are generated by Zeus applications on your system. Remote Event Viewer considers some events to be alarms. An alarm is a notification that an event has occurred that is not merely informational. Remote Event Viewer collects and stores four severities of events: Informational Minor Major Critical An Informational event provides information on events that are typically not errors. For example, an informational event might state that an application has started or stopped. 2Remote Event Viewer A Minor alarm indicates that a minor error has occurred that was not severe enough to disrupt call processing. An example of a minor alarm would be the use of an invalid Text-to-Speech translation type in a script. A Major alarm indicates that a major error has occurred that was severe enough to disrupt call processing but not stop the whole system. An example of a major alarm would be a line that existed in a configuration file but did not have a default script name associated with it. A Critical alarm indicates that a critical error has occurred that was severe enough to cause the application to totally fail. An example of a critical alarm would be if the Zeus could not be started because of a missing application component. IVR Management and Maintenance Manual 2-1

170 Issue 1.0 SMB8000 By monitoring events, you can ensure your system is running as expected. If errors occur, Remote Event Viewer notifies you of the severity of the event, when it occurred, what host and application generated the event and supplies an Event ID. It also delivers some amount of information concerning the event. SECTION 2 BEFORE STARTING REMOTE EVENT VIEWER For Remote Event Viewer to be able to receive events, a program called Event Relay must be running on the host to which Remote Event Viewer is connected. The Event Relay program relays events from all Zeus applications on a system to all connected Remote Event Viewers. SECTION 3 STARTING AND EXITING REMOTE EVENT VIEWER To start Remote Event Viewer: 1. Open the Start menu and click Programs T&S Zeus Client Remote Event Viewer. A Connect dialog box opens to prompt you to select a host to monitor. 2. Open the Remote Host Name list and select the remote host to which you want to connect. The Remote Host Name list contains all available hosts. 3. Click OK. The main window of the Remote Event Viewer opens to show events for the newly selected host. The name of the selected host appears in the lower left corner of the Remote Event Viewer window. For details on this window, refer to Section 5 Using Remote Event Viewer's Main Window. If you successfully connect to a host and Remote Event Viewer is not displaying events, a likely reason is that the Remote Relay program not running. If you are connected to a host and Remote Event Viewer fails to display events, contact your system administrator. To exit Remote Event Viewer: Click Exit from Remote Event Viewer main window. 2-2 Remote Event Viewer

171 SMB8000 Issue 1.0 Starting Remote Event Viewer from Remote Client You can also start Remote Event Viewer from the main window of the Remote Client application. At the bottom of the main window, click the Events button. By starting Remote Event Viewer from Remote Client, you can ensure that you are monitoring events on the host that you want. SECTION 4 GETTING HELP In addition to this document, you can use the Remote Event Viewer online help system for help on using Remote Event Viewer windows and dialogs. You must have Internet Explorer 4.0 or greater to use Remote Event Viewer's online help. To view the Remote Event Viewer's online help: Click Help from Remote Event Viewer main window. IVR Management and Maintenance Manual 2-3

172 Issue 1.0 SMB8000 SECTION 5 USING REMOTE EVENT VIEWER'S MAIN WINDOW The first window to open when you start Remote Event Viewer is Figure 2-1 Remote Event Viewer Main Window. The main window shows information about events that have occurred on the system. Table 2-1 Parts of Remote Events Viewer Window lists and describes the parts of the main window. Figure 2-1 Remote Event Viewer Main Window 2-4 Remote Event Viewer

173 SMB8000 Issue 1.0 Table 2-1 Parts of Remote Events Viewer Window Column/ Button Date Time Host Name App. Name Severity Event ID Event Description Change Host Find Filters Write Events Clear Help Exit Show New Events Use Filter Copy to File Columns Alerts Lists the date the event occurred. Lists the time the event occurred. Description Lists the TCP/IP host name of the PC that generated the event. Lists the name of the application that generated the event on the host. Lists the severity level of the event. Lists the ID of the event. Lists messages that scriptwriters have associated with the alarm in the strings.txt file. Opens a dialog for connecting to another host. Opens a dialog used to find specific events. Opens a dialog used to remove events from view. Opens a dialog for selecting events to save. Clears all events from the event history box. Opens the online help available with Remote Event Viewer. Closes Remote Event Viewer. When checked, allows new events to be displayed. When checked, uses the specified filter criteria. When checked, copies new events to a file. Opens a dialog to allow selection of columns to be displayed. Opens a dialog to specify alert transmission. IVR Management and Maintenance Manual 2-5

174 Issue 1.0 SMB8000 SECTION 6 WORKING WITH EVENTS Remote Event Viewer displays events in the main window. Each event is in one of four levels of severity, each identified by a background color so you can quickly identify its severity: Informational Minor Major Critical Informational events appear with a white background and provide information on events that are not necessarily errors. For example, an informational event might record that an application has started or stopped. Minor events appear with a green background and indicate an error has occurred that was not severe enough to disrupt call processing. An example of a minor event would be the use of an invalid Text-To-Speech translation type in a script. Major events appear with a yellow background and indicate an error has occurred that was severe enough to disrupt call processing. An example of a major event would be a line that existed in a configuration file but did not have a default script name associated with it. Critical events appear with a red background and indicate an error has occurred that was severe enough to cause the application to totally fail. An example of a major event would be if Zeus could not be started because of a missing application component. 2-6 Remote Event Viewer

175 SMB8000 Issue 1.0 SECTION 7 SPECIFYING VIEWABLE COLUMNS Sometimes you may not want to see all the columns so that more of the event information description can be seen. To change which columns is being displayed press the Columns button. Figure 2-2 Specifying Columns Unselect any columns you may not want to see and press OK. The window is repainted and shows the columns that remained checked when you pressed OK. SECTION 8 FINDING AN EVENT The Find feature searches for specified text within the fields listed in the events displayed. The Find feature uses the "Match Case" check box to determine case sensitivity and does not support searches with a wild card (). It can search using partial words. To find text in the event: 1. Click Find to open the Find dialog (refer to Figure 2-3 Find Feature Dialog Box). 2. Click the Find What box and type the text you want to find. 3. Click Find Next. IVR Management and Maintenance Manual 2-7

176 Issue 1.0 SMB8000 The Find feature finds the first instance of the query and highlights it. To find the next instance: Press F3 or open the Find dialog and click Find Next with the Down radio button selected. To find the previous instance: Press shift and F3 or open the Find dialog and click Find Next with the Up radio button selected. The search starts below the highlighted line and continues down the list. The search only runs down the list. Figure 2-3 Find Feature Dialog Box SECTION 9 FILTERING EVENTS There may be times where you want to stop seeing some events. Finding a specific result can be difficult. For this reason, you can filter events by any of the following criteria: Host Name Application Name Event ID Severity Event Description 2-8 Remote Event Viewer

177 SMB8000 Issue Filtering By Host Name, Application Name, Events ID, and Event Description When filtering by Host Name, Application Name, Event ID or Event Description, you can filter the results that display by using the Show only events with... and the Show only events without... options. As an example, if an error occurs on a specific Telco line, you can narrow the number of events by using the Show only events with this name option to list only the results with known or suspected errors. Or, you could use the Show only events without this name to remove error-free events. When specifying a host name, system name, or event description, note that filters are not case sensitive. The Host Name and Application Name tabs require accurate text, but the Event Description tab accepts partial text and phrases. To filter events by host name, application name, event ID, and/or event description: 1. Click Filters from the Remote Event Viewer window. The Set Filter Criteria dialog opens (refer to Figure 2-4 Set Filter Criteria Dialog Box Host Name Tab). 2. Select the tab matching the type of filter you want to set. 3. Type the host name, application name, or event description in the space provided. 4. Select one of the Action options to specify if you want to show events with or without the name/description. 5. Set another filter if necessary. 6. Click OK. IVR Management and Maintenance Manual 2-9

178 Issue 1.0 SMB8000 Figure 2-4 Set Filter Criteria Dialog Box Host Name Tab 9.2 Filtering Events by Severity The Severity tab allows you to specify which event severities you wish to see. By selecting and clearing the check boxes in the Severity tab, you control the types of tracing that appear in the events. Refer to Figure 2-5 Set Filter Criteria Dialog Box Severity Tabs on page 2-11 shows an example of the Severity tab. To filter events by severity: 1. Click Filters from the Remote Event Viewer window. The Set Filter Criteria dialog opens. 2. Select the Severities tab. 3. Clear the check boxes matching the type of event information you want to filter from the results. Click Uncheck All to clear all of the check boxes. 4. Select the check boxes matching the type of event information you want to include in the events Remote Event Viewer

179 SMB8000 Issue 1.0 Click Check All to select all of the check boxes. 5. Select another filter tab if you want to further filter events. 6. Click OK. Figure 2-5 Set Filter Criteria Dialog Box Severity Tabs 9.3 Clearing Filters To clear a Host name, application name, event ID and/or event description filter: 1. Click Filters from the Remote Event Viewer window. 2. Select the tab matching the filter you want to clear. 3. Delete the text that specifies the filter criteria. 4. Clear any other filter if necessary. 5. Click OK. IVR Management and Maintenance Manual 2-11

180 Issue 1.0 SMB8000 To clear an event type filter: 1. Click Filters from the Remote Event Viewer window. 2. Select the Severity tab. 3. Select the severity check box you want to clear as a filter. 4. Clear any other filter if necessary. 5. Click OK. 9.4 Toggling the Filter On and Off Selecting and clearing the Use Filter check box in the Remote Event Viewer window turns the filter on and off. When you turn off the filter, Remote Event Viewer keeps your filter settings saved but does not use them. To turn the filter off: Clear the Use Filter check box. Remote Event Viewer displays all events. To turn the filter back on: Select the Use Filter check box. Remote Event Viewer displays events based on your filter settings Remote Event Viewer

181 SMB8000 Issue 1.0 SECTION 10 WRITING EVENT RESULTS TO A FILE The Write Event feature saves the current events to a file. You can choose to name the file or use the default file called C:\Temp\Events log where the date is the current date. View the saved events using a text editor such as Notepad, WordPad, or Word. Remote Event Viewer saves only the displayed events to the file. For this reason, a filter will impact the events that are written to the file. Figure 2-6 Write Events Feature Dialog Box To write an event log file to the working directory: 1. Click Write Event from the Remote Event Viewer window. 2. Select the columns you want included in the file. 3. Type the name of the file you want the events written to in the File Name box. 4. Click OK. IVR Management and Maintenance Manual 2-13

182 Issue 1.0 SMB8000 SECTION 11 SENDING ALERTS The Alert Definitions dialog determines whether Remote Event Viewer should send messages when a critical, major, or minor event is received. S ending alerts can be performed whether Remote Event Viewer is running on the Zeus system or on a remote desk top. Figure 2-7 Alert Definitions Dialog Box 2-14 Remote Event Viewer