Toshiba Strata CIX System Administrator Manual

Voice Assistant System Administrator Guide ® October 2008

Telecommunication Systems Division Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. CIX-AG-NSVA-VA Version A, October 2008 Our mission to publish accurate, complete, and user accessible documentation. At the time of printing, the information in this document was as accurate and current as was reasonably possible. However in the time required to print and distribute this manual additions, corrections, or other changes may have been made. To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document. THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE, WHETHER EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS, USE OF COLLATERAL EQUIPMENT, OR OTHER FACTORS. © Copyright 2008 This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means — graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein. Trademarks Strata, SmartMedia, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation. Stratagy, eManager, My Phone Manager and Info Manager are registered trademarks of Toshiba America Information Systems, Inc. Windows and Microsoft are registered trademarks of Microsoft. Trademarks, registered trademarks, and service marks are the property of their respective owners.

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i Contents Voice Assistant Overview Product Overview.................................................................................................................... 1 What’s New in Voice Assistant Version 4 ............................................................................... 2 What Was New in Voice Assistant Version 3.......................................................................... 2 Voice Assistant.................................................................................................................. 2 Voice Script Editor............................................................................................................. 2 Installing Voice Assistant ........................................................................................................ 3 Installing Voice Script Editor ............................................................................................. 3 Voice Assistant.................................................................................................................. 4 Database Assistant ......................................................................................................... 18 Appendix A: Interfacing with Other Programs Command File Interface........................................................................................................ 27 “Request Port” Command: .............................................................................................. 27

1 Voice Assistant Overview Product Overview Voice Assistant application is a flexible CTI-based IVR (Interactive Voice Response) product that can be used by itself or with other companion CTI programs to implement a wide variety of different voice processing functions. Voice Assistant runs as a service under the Net Server. Voice Assistant is flexible in a number of ways including: • Size – it can grow from 2 to 96 ports • Programmability – it has a powerful scripting language • Compatibility – it works with a variety of different CTI programs. The many different functions that Voice Assistant can perform include: • make announcements to callers • play announcements to overhead paging • log information to files • place a call to a phone number and determine if answered • prompt callers for information to attach to phone calls • validate user information in a database • trigger beeper messages • play a menu of choices to a caller and act on the responses

What’s New in Voice Assistant Version 4 2 Voice Assistant Adminstrator Guide 10/08 What’s New in Voice Assistant Version 4 Voice Assistant 4.0 has been enhanced to make it more powerful than ever. The following is a list of new features and enhancements: Voice Assistant • Group Statistics can be run on specific port groups. • Script Statistics can be run on individual scripts. For example, you can see how many times callers reached your callback script. • Fail Safe Transfer allows you to send a call to an extension if a voice port can not be obtained. • Round Robin Port Selection allows you to use ports in a round robin manner. • Email Voice Assistant statistics to someone such as your system administrator. This can be set up to recur monthly or on an as needed basis. • Dial Out – test your voice ports by telling them to dial a specific extension. What Was New in Voice Assistant Version 3 Since Version 2.3, the Voice Assistant product has been further enhanced to make it a more powerful product and allow it to run as a service under Net Server. The following is a list of new features and enhancements: Voice Assistant • Runs Microsoft Windows 2000 Professional, Windows XP Professional, and Windows 2003 Server • Supports up to 96 ports for TDM and 32 for VoIP ports • Runs as a service under the Net Server (i.e., Net Server is required) • Communicates to the Net Server via TCP/IP • Is backward compatible with existing Voice Assistant scripts • Has the ability to send OAI events from a script • Has the ability to modify call information from a script Voice Script Editor • Format Variable Command: This action was added to format a variable using predefined or custom format expressions • Trim Variable Command: This action can be used to trim blank spaces from the beginning and/ or end of variables • Add Date Command: This action allows addition and subtraction with date and time values • Ten additional variables were added for use in Voice Script Editor 3.0 (W0 through W9) • Editing tools have been added to copy, move, and delete blocks of lines from the script • A real-time code-line count is displayed at all times • Jumping to and from Labels in a script can be easily done using Ctrl-G and Ctrl-B

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 3 Installing Voice Assistant 1. Insert the Net Suite CD into the CD-ROM drive of your computer. 2. Locate Voice Assistant from the menu under Applications. 3. The installation wizard will guide you through installation. The default options should be used throughout the installation process. On the Choose Voice Board Type screen (shown below), check the Configure for T1 Support option if you have installed a digital voice card, or a combination of digital and analog voice cards. Installing Voice Script Editor Voice Script Editor is installed automatically if Voice Assistant 3.3.x is installed. Install Voice Script Editor separately when installing an older version of Voice Assistant. Voice Script Editor installs in much the same way as Voice Assistant. If you are installing it on the same PC as Voice Assistant, then it should be installed into the same directory. If the PC dedicated to Voice Assistant is on a network which allows one PC to access the hard drive of another PC, it is possible to install Voice Script Editor on a different PC altogether. The installation procedure would be just the same as that described for the Voice Assistant PC, only it would be performed at the other location. The first time that Voice Script Editor is run, it will have to be informed of the Drive and Directory location of the script files, which will be in the Drive and a Sub-Directory called SCRIPTS of the Directory where Voice Assistant was installed (PROGRAM FILES\CTS\V_ASSIST32 by default). If you install Voice Script Editor on a different PC on the network, you may also want to install it on the dedicated, Voice Assistant PC as well since there are certain functions in Voice Assistant which use Voice Script Editor. There is no harm in installing this application in as many different locations as necessary.

Installing Voice Assistant 4 Voice Assistant Adminstrator Guide 10/08 Voice Assistant If your voice board(s) are installed properly, and you do not get any error messages, then the program automatically launches the Voice Ports and Voice Assistant. These applications are run minimized by default. Double-click any of these icons to view the application associated with them. To reduce clutter on the toolbar, the Voice Port icons can be automatically hidden when Voice Assistant is launched by selecting the Hide Port Icons on Startup option described below.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 5 Menu Commands File Exit – This menu selection will close Voice Assistant and all the Voice Ports currently active. Setup Show Events – This selection opens a window that scrolls event information as it occurs. Exit – Click Exit to exit the Voice Assistant Events window. Display – This selection allows you to turn on the Host Comm Events, Port Comm Events, Idle Events, and/or the OAI Events. Clear – This selection allows you to clear the Voice Assistant Events screen. You can right click anywhere in the Voice Assistant Events window to bring up a menu of options. The menu includes the following options: Find – This is useful when looking for a specific event. Copy Selection – Use to copy a highlighted section of events. Save Selection As – Use to save selection. Mail Selection To – Use to email events to Toshiba Technical Support or any mail recipient. Print Selection – Print the highlighted selection. Clear Buffer – Clear the buffer size. Set Log Sizes – Determine a specific size for your log file. Set Font – Select the font you wish to use for your display. Stop Log – Start a log file of events. Help Use the Contents menu selection to access the on-line Help files for Voice Assistant. Use the About menu selection to view Version and System information.

Installing Voice Assistant 6 Voice Assistant Adminstrator Guide 10/08 Tab Choices Server Status

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 7 Net Server Voice Assistant requires the Net Server to run. To operate successfully, Voice Assistant must be allowed to access the Net Server using a TCP/IP connection. The green light indicates that a good connection to the Net Server was made. If the light is not green, click the Setup button to define the connection as demonstrated below: The default settings in this dialogue box will work in most situations. The Hostname field should contain the network name (or IP address) of the Net Server PC. Some network software packages do not allow the use of the special “Localhost” name. You may need to use the Windows NetBIOS name (\\NetServer) or the full TCP/IP hostname (Netserver.mycompany.com).

Installing Voice Assistant 8 Voice Assistant Adminstrator Guide 10/08 OAI Link Voice Assistant can run as a standalone IVR platform, or it can take advantage of an OAI connection to the PBX if one exists. The Use OAI Integration checkbox should be turned on or off according to the situation of the particular installation. If it is enabled, the green light will indicate that a valid OAI connection has been established. If the OAI Link is being used, the LVL2OAI Service will have to be installed and enabled. This is a Service that comes with the Net Server and provides the OAI connection for all applications. The following Voice Assistant script commands require an OAI connection to the PBX: • Send Service Request (SERVREQ) This screen is used to program the available Voice Ports. Select the Port to be programmed by clicking the Previous or the Next button, or click on the dropdown box to view optional choices. Keep in mind that changes made to individual port settings will not take effect or be saved until the Save button is clicked. • Extension Number Important! Enter the extension number of this Voice Port. This must be the correct extension number as recognized by the Telephone System in order for the Voice Assistant to work properly. • Equip port for use – Apply a checkmark to use the port. There may situations in which you do not want to enable a port for use. For example, you may have a four port board, but you only have two ports of Voice Assistant software. • Universal Port (Group #1) – Under most circumstances, all Voice Ports should be designated as Universal Ports, which means available for all functions. In a situation in which you want to dedicate a Voice Port to Administration only, or if a port is not being used, this option should be disabled.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 9 • Port Groups – Each port can be assigned to one or more groups of ports (instead of just the single “Universal Port” group). Using these groups, you can manage the ports better by allocating specific ports to specific groups and then having an application use ports solely from that group. In this way you can prevent a single application from consuming all of the ports while forcing other applications to wait for ports. For example, for an ACD Callback application you may want to setup group #2 to contain 4 of the available 8 equipped ports and have the ACD Callback only use that group #2. • System Admin Port – At least one available Voice Port should also be designated as the System Administration Port. This is the Port that will be used to review, change, and add Voice Prompt Recordings. Selecting this option over-rides any entry in the Default Script box. See System Administration for more information. • Default Script – Enter the Script for this Port to use as a default if no script is sent to it by the calling application. This Script is optional and if it is omitted any stray call to this port will go unanswered. See Voice Action Scripts for additional information. • Copy – This is a new feature in Voice Assistant. This feature provides an easy and fast way to program multiple ports with the same settings. Pressing the Copy button displays the screen below which is used to select one or more destination ports for the copy operation.

Installing Voice Assistant 10 Voice Assistant Adminstrator Guide 10/08 Testing the Ports Now that the Dialogic boards are operational and the Voice Assistant software has been installed and configured, it is good practice to verify that the ports are functional. Refer to the Pgm ports section on the previous page for help with configuring the port extensions. Once you have the boards connected to the PBX and the extensions configured, click on the Pgm Ports tab, select Port #1 from the drop-down list, put a check in the System Admin checkbox, and then click Save. Click Next to select Port #2, and then follow the same procedure as above to set the port as a System Admin port. Repeat the procedure for the remaining ports. Click on the Port Status/Stats tab. The drop down has three options: Port Status, Group Statistics, and Script Statistics. Select Port Status from the drop down. The tab displays the current state of each of the voice ports. Call the extension corresponding with Port #1. You should hear the prompt enter the password, then press pound and see the status of Port #1 become Busy. If you hear the prompt, but see activity on more than just one port (for example, Port #1 and #3 become Busy), the likely cause is that the phone lines connected to the Dialogic board are connected to the wrong jacks. Change the cords positions then try calling Port #1 again. Once you have Port #1 answering and showing activity, repeat this process on the remaining extensions. When all extensions answer and show activity correctly, unchecked the System Admin checkbox and click Save on each port on the Pgm Ports tab. Refer to the Debug section for more testing options. If all else fails, please contact Toshiba Technical Support.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 11 Recording New Prompts It is sometimes necessary to rerecord existing prompts, or to create entirely new ones. To record a prompt, select the last available port from the Pgm Ports tab, place a checkmark in the System Admin checkbox and click Save. The window should now look like the following screenshot: Call the extension number associated with that port, and when prompted, enter 1234 as the password and then press pound. When asked, enter the prompt number you wish to record, then press pound. If the prompt has not yet been created, you will now have the opportunity to do so. If the prompt has already been recorded, you will have the opportunity to rerecord it. When finished recording prompts, uncheck the System Admin checkbox and click Save.

Installing Voice Assistant 12 Voice Assistant Adminstrator Guide 10/08 Port Status/Stats This screen will tell you the Status of the Voice Ports on the Voice Board. Port – This column lists the port numbers. Op – This column indicates whether or not the port is operational. This column will have either a T for true or an F for false. Call_ID – This column provides Call ID information. Command – This column displays the last command sent to the specified port. Start – This column lists the Start time of the last command for this port. Status – This column provides the status of the port. Idle indicates that the Port is available and ready to receive calls and it should be accompanied by a T for True in the column headed Op. Unequipped indicates that there is a Port on the Voice Board but that it is not usable and it should be accompanied by an F for False in the column headed Op. indicates no Port exists. Unequipped under Status and a T for true under the column Op may indicate there is an IRQ Conflict.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 13 Statistics Group Statistics Select Group Statistics from the drop down box in the Port Status/Stats tab to view specific statistics on your Voice Assistant Port Groups. Statistics since: The start date and time for the displayed statistics. Group #: The Voice Assistant Group #. Fully Busy Dir: The total time all ports in the group were busy (hh:mm:ss). Requests: Number of times a port in the group was requested by an application. Denied: Number of times a port in the group was requested but denied. Clear Stats: Clear current statistics.

Installing Voice Assistant 14 Voice Assistant Adminstrator Guide 10/08 Script Statistics Select Script Statistics from the drop down bo in the Port Status/Stats tab to view statistics on Voice Assistant Scripts. Script Statistics can be useful information. For example, your call center provides information via a script. You may use script 901 for your Spanish speaking customers and script 902 for your English speaking customers. You want to know how many customers called for information in Spanish and how many called for the information in English. You can use the Script Statistics to obtain this information. Statistics since: The start date and time for the displayed statistics. Script #: The Voice Assistant script number. For example, if you are using vascr801.scr for overhead paging, the Script # will be displayed here as 801. Requests: Number of time the script was requested. Denied: Number of time the script was requested, but not accessed, or denied. Min. Dur.: Minimum duration a port was used for a script. (hh:mm) Max Dur.: Maximum duration a port was used for a script. (hh:mm) Avg. Dur: The average time a port spent on a script. Total Dur: The cumulative time all ports spent on a specific script. (hh:mm:ss) Clear Stats: Clear current statistics.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 15 Pgm Misc Centrex Transfers Feature Code: The Telephone System Centrex Transfer Feature Code is programmable and whatever code has been chosen should be entered here. Pause Before Dial Number: A variable combination of the Telephone System and Central Office System will delay the return of dial tone once the Centrex Transfer has been initiated. This entry allows you to program how long the system will pause before it tries to dial the transfer phone number. Every situation will have a slightly different requirement here and this number should be adjusted until it is neither too long or too short a pause. If this value is set to zero, the program will wait for audible dial tone from the central office before dialing the phone number (instead of a fixed-length pause). Fail-Safe Transfer Enter the extension number calls should go to in case of voice port failure.

Installing Voice Assistant 16 Voice Assistant Adminstrator Guide 10/08 Miscellaneous Hide Port Icons on Startup: When this option is checked and Voice Assistant is started, the Voice Port icons will not appear as icons on the screen or taskbar. This is especially useful in reducing the clutter on the screen on installations with a large number of ports. If you click on a Voice Port icon, it will open to a screen like this: This application is strictly informational and no action is possible. Trace to Individual Port Logs Only: When this option is checked the Traces from scripts are sent only to the individual port logs. This option aids in debugging busy sites where many ports are active at the same time. The filename for the ports is VAPortXX_.log where XX is the number of the port (01 to 96). Round Robin Port Selection: When this option is checked Voice Assistant will grant voice ports in a round robin manner. For example, port 1 would be granted upon request. Once free, port 2 would be granted for the next request and so on. Port 1 would not be granted again until all ports have been granted at least once. Port Not Responding Action: Select an action from the drop down list. This action will be taken if a voice port fails. Click Edit Action to edit or add an action. Available action types are Run a Program, Send a DDE Message, Log an Event, and Run a VA Script. Statistics Email statistics monthly to: When checked, Voice Assistant will email a monthly statistics report to the email address entered. To mail the report immediately, click the Email Now button.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 17 Debug This screen can be used to send messages to the available ports on the voice boards and observe the response or to tell a specific port to dial a specific extension. It is used primarily for debugging problems and should be used by authorized personnel only. This screen is where you can show or hide individual ports as needed. This screen provides valuable information about your voice board(s). The Voice Board Information section of this screen lists how many boards you have, how many ports are on that board, what the IRQ of the board is, and what Address the board is using. This information can be valuable when troubleshooting voice board conflicts.

Installing Voice Assistant 18 Voice Assistant Adminstrator Guide 10/08 Database Assistant Database Assistant is a separate software product that can be used in conjunction with Voice Assistant to allow ODBC connectivity between a Voice Assistant script and an ODBC compliant database. Database Assistant uses the industry-standard ODBC protocol, as demonstrated in the following diagram.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 19 ODBC Drivers ODBC Drivers are like Windows Printer Drivers. They provide the interface between the Windows standard (Structured Query Language) and the particular database that they are built to service. ODBC Drivers are, generally, provided by the manufacturer of the database product and should be loaded on to the PC running Database Assistant. Once the ODBC Driver has been successfully loaded, you can begin the configuration of the Database Assistant. Creating a new Data Source Name (DSN) The first step in configuring Database Assistant is to create a new Data Source Name for the database connection using the appropriate ODBC Driver. This is done by selecting the ODBC Setup tab and clicking on the Create button under ODBC Connection Controls.

Installing Voice Assistant 20 Voice Assistant Adminstrator Guide 10/08 The following DSN Wizard will walk you through the configuration. Click New to create a new DSN. A list of installed ODBC Drivers will be displayed. If your Driver is not on the list, then it was not successfully installed.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 21 Create your own Data Source Name and Description for this connection, and then click the Select button in the Database section to select the database to which you will be connecting. The Voice Assistant PC must have all the appropriate Network Shares and database privileges to be able to read and write to the database over the Network. There is no practical limit to the number of DSN connections you can create for Database Assistant.

Installing Voice Assistant 22 Voice Assistant Adminstrator Guide 10/08 SQL Statements Once your database connection has been created, then you need to create all the SQL statements for that connection that will be used by the Voice Assistant script. Typically, these SQL statements will be written by the script and / or database developer and will only need to be copied into the program as described below. Add a SQL Statement You might receive from the script developer in a Word document or Notepad text file some SQL statements such as these: You can cut and paste these SQL statements from the document into Database Assistant using the Add SQL button.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 23 The SQL statement Name must be unique, and it must be exactly the same as the name used in the Voice Assistant script for calling this statement.

Installing Voice Assistant 24 Voice Assistant Adminstrator Guide 10/08 Test a SQL Statement Once you have entered all your SQL statements, it is a good idea to test them before you start using your Voice Assistant script. Using the Test SQL feature of Database Assistant will tell you if you have any problems with your database connection or with your SQL grammar and settings. Choose a SQL statement and click on the Test SQL button. If there are parameters in the SQL statement the Parameters button will be active and the Execute button will be grayed out. Parameters are represented in the SQL statements by question marks and they stand for values that will be passed to Database Assistant by the Voice Assistant script at run-time. Click the Parameters button and enter a valid value in the dialogue box. Once you have entered all your parameters, click on the Execute button and see the results of your test.

Installing Voice Assistant Voice Assistant Adminstrator Guide 10/08 25 Preferences The Preferences settings represent connection error numbers that will cause Database Assistant to retry its database connection. Any one of the above four numbers represents some critical connection problem that might have been caused by a temporary network failure or database shutdown. When Database Assistant receives one of the error numbers in its Preferences listing, it will try to restart the database connection. It is recommended that at least the four error numbers above be listed in the Connection Errors boxes and that the Re-establish connection on error check box be turned on.

27 Appendix A: Interfacing with Other Programs Command File Interface A command file interface is supported to allow other applications to request Voice Assistant to run IVR scripts. Voice Assistant monitors its "\REQ" subdirectory for command request files to appear with the filename .REQ or an .RER. It will then open the file and read one line for a command (in the format below) and attempt to execute the command and delete the command file. If the request file ends with ".RER" it indicates the requesting application desires a 'Return Response', so Voice Assistant will return communication via a response file with the same but with a ".RTN" file suffix. “Request Port” Command: This must be the first command for a ‘call’. This command requests a port and gives a starting script for the call. If the request is granted, the voice port will immediately begin running the IVR script, so if it is to answer a call, the requesting application must transfer the call immediately to the voice port extension returned. REQ:,,,