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Index

CPSEE_TSP500 User Guide

Version 4.0

Index-1

This document is confidential and proprietary to SER Solutions and is not for external use.

Index

Activating

TSP500

3-3

Admin terminal

3-4

Agentless Campaign

4-6

alaw

6-5

ansm silence

6-5

ansm timeout

6-5

Answering machine

Enhancements

4-25

Answering machines

Detecting beeps

4-25

Detection params

4-25

Area code digits

6-6

Auto Booting

2-5

Activating

2-5

Disable

2-5

auto log

6-7

BeepQueue

5-18

BeepTimer

5-18

Billing Codes

4-15

BUG

5-3

CALL

5-4

Calling number

6-7

CampBusy

5-19

CampIdle

5-19

CAPTURE

5-4

CAPTURE_TNUM

5-5

CAPTURE_TRK_AUD

5-5

Card information

7-15

CardExcess

5-19

CardInuse

5-19

CAS Signals

3-15

CAUSE

5-5

CFIG

5-5

cfig_data.cnf

7-5

Client Monitoring

For Outbound Remote

4-19

CLOCK

5-5

clock master

6-7

clock poll

6-7

CMD

5-6

Collect DTMF Digits

4-10

Commands

List

5-3

load misc

4-27

Terminal

4-27

ComTask

5-19

CONF

5-6

Configuration

Displaying

7-17

Download

7-20

Restore

7-20

Saving

7-18

Configuration Initialization

Sample

7-22

Configuration tool

7-2

Accessing

7-9

Requirements

7-3

Configurator menu

7-9

CONFINUSE

5-19

conn thread

6-7

CONNS

5-6

Country

Code for Multi Country

5-10

Multi

Manual dial

4-23

Selecting

7-10

Selecting for Installation

7-11

country

6-7

CpClose

5-19

CRATE

5-7

Default Billing

6-8

devices per t hread

6-9

DIAL

5-7

dial

5-19

Dialing rules

Access

3-5

DialPend

5-19

Digital Station Dials

4-23

DISABLE

5-7

disabled trunks

6-10

Disk Monitor Daemon

12-8

Displaying

Card layout

7-18

download boards

6-10

DsIdle

5-19

DspBad

5-19

DspIdle

5-20

Summary of Contents for CPSEE_TSP500

Page 1: ...confidential and proprietary to SER Solutions and is not for external use NN44400 604 Document status Standard Document issue Version 4 0 Document date 16 July 2010 Product release Release 6 0 Job function Administration Type Technical Publication Language type English ...

Page 2: ... no assurance nor made any representations or warranties of any kind with respect to the product the results of its use or otherwise SER Solutions makes no warranty regarding the applicable software package its mer chantability or fitness for a particular purpose and all other warranties express or implied are excluded Compliance with Laws and Regulations Use of CPSEE_TSP500 may be subject to Fede...

Page 3: ...1 6 Slot Configuration 1 6 The CPS_TSP500 Telephony Cards 1 7 TSP System Connections 1 8 Monitor and Keyboard Connections 1 8 Agent Telephone Connections 1 8 Inbound Digital Station 1 8 Outbound Digital Station 1 8 Chapter 2 TSP User Procedures 2 1 Shutting Down The CPSEE_TSP500 2 2 Rebooting the CPSEE_TSP500 2 3 Starting and Stopping The CPSEE_TSP500 2 4 Starting The TSP From The menu 2 4 To Exit...

Page 4: ...e 4 6 Transferring a Call off of the TSP 4 6 Text To Speech TTS Messages Feature 4 7 Caller ID Name Feature 4 8 Example 4 8 Example 4 8 Collect DTMF Digits Feature 4 10 Personnel Ring Back Feature 4 11 Trunk Features and Enhancements 4 13 New Trunk Utilization files Feature 4 13 Trunk Bound Alerts Sent to the SysLogger 4 14 Billing Codes Feature 4 15 User Data Features and Enhancements 4 16 Sendin...

Page 5: ...Machines Feature 4 25 Answering Machine Detection Parameters Enhancement 4 25 New Commands 4 27 New Dumb Terminal Commands Feature 4 27 Chapter 5 Admin Terminal Commands 5 1 Introduction 5 2 List of Commands 5 3 BUG 5 3 CALL 5 4 CAPTURE 5 4 CAPTURE_TNUM 5 5 CAPTURE_TRK_AUD 5 5 CAUSE 5 5 CFIG 5 5 CLOCK 5 5 CMD 5 6 CONF 5 6 CONNS 5 6 CRATE 5 7 DIAL 5 7 DISABLE 5 7 ENABLE 5 8 FHANG 5 8 HELP 5 8 HTRUN...

Page 6: ...5 23 RECSTATE 5 25 RECORD rec 5 26 RLOOP 5 26 SHOOK 5 26 SHOW sho 5 27 SILENCE_DB 5 35 SILENCE_TIME 5 35 SIMCAMP 5 35 SIMIN 5 35 SLINE 5 35 SLOTS sl 5 36 SPAN 5 37 SPSTUFF sp 5 38 SRESET 5 38 STATUS st 5 38 SYSLOG 5 39 TLINE 5 40 TONE_TIME 5 41 TPLAY 5 41 TRESET 5 41 TRSTUFF tr 5 41 VERSION 5 42 VOICE_LEAKAGE 5 43 VOICE_LENGTH 5 43 VOICE_NOISE 5 44 VOICE_RATIO 5 44 VOICE_TIME 5 44 VPARMS 5 44 Chap...

Page 7: ...ture 7 4 TSP Configuration Directory Structure 7 5 Trunk Protocol Selection and Storage Information 7 6 Line Codes 7 7 Framing Types 7 7 Card Type Selection 7 8 Configuring the System 7 9 Accessing Configuration Tool 7 9 Configurator Menu 7 9 Edit View Configuration 7 14 Sample T1 Configuration Initialization 7 22 Trunk Information 7 22 Station Information 7 23 Encore and Conferencing Information ...

Page 8: ...hapter 10 TSP Lights 10 1 The TSP Light Display 10 2 Chapter 11 Accessing Text To Speech 11 1 Accessing Text To Speech Messages 11 2 Example 11 2 Mounting the External Drive 11 3 Chapter 12 Integrated Recording 12 5 Introduction 12 6 Components of Integrated Recording 12 7 RAM Disk 12 7 Recording Server 12 7 Disk Monitor Daemon 12 8 Recording Resource Manager 12 8 Integrated Recording Operation 12...

Page 9: ...l use Chapter 1 Overview This chapter provides an overview of this document document conventions and CPSEE_TSP500 It contains the following sections Introduction to This Guide Document Conventions Introduction to the CPSEE_TSP500 CPS_TSP500 System and Upgrades System Capacity The CPS_TSP500 Telephony Cards TSP System Connections ...

Page 10: ...o SER Solutions and is not for external use Introduction to This Guide The CPSEE_TSP500 User Guide is intended for use by SER Solutions support personnel and administrators It describes the various menu options and how to navigate through the menus It also includes terminal commands and configuration information ...

Page 11: ...he menu bar start with the menu name in bold type followed by a right arrow followed by the menu option in bold type For example Select File Exit Special notes references to other sections in the guide cautions and warn ings are marked by an icon and located in the left margin These icons are illustrated and explained in below Table 1 1 Guide Icons Icon Description Note important information you m...

Page 12: ...rently supports 1152 ports domestically and 1200 ports internationally and can be delivered in various configurations The TSP 500 can support multiple inbound and outbound campaigns up to ninety six in total depending on the adjunct the actual usable number may be less Currently CPSEE_TSP500 supports forty campaigns and Gateway can support up to sixty campaigns The CPSEE_TSP500 distinguishes betwe...

Page 13: ...ware NMS drivers and the TSP500 Configuration Tool This version operates on Red Hat Enterprise Linux Version 3 only TSP500 Systems being upgraded from version CPS_TSP500 02 or earlier will require a pre loaded processor card which includes Red Hat Enterprise Linux Version 3 NMS NA2004 1 and CPS_TSP500 03 000 or later All TSP500 systems configurations should be rebuilt using the TSP Configu ration ...

Page 14: ...g on the number of ports per card The T1 configuration can have from 192 to 384 ports per card and the E1 configu ration can have from 240 to 480 ports per card Ratio of Trunk and Station Ports The TSP is configured to maintain close to a three to one 3 1 ratio between trunks and stations Standard systems are configured with a 2 1 trunk to sta tion ratio Power Each card requires one or more DC Vol...

Page 15: ...e Description T1Systems E1 Systems CG 6500C 0L 8TE 8 Trunk T1 E1 card 32 DSP Cores X X CG 6500C 64 0L 8TE 8Trunk T1 E1 card 64 DSP Cores X CG 6500C 64 0L 16TE 16 Trunk T1 E1 card 64 DSP Cores X Note It is important to understand that even though each of the standard Telephony cards used in the CPS_TSP500 has the ability to interface to either a T1 or E1 Network it is not possible to mix T1 and E1 ...

Page 16: ...to be Digital Stations These can be Inbound Digital Stations or Outbound Digital Stations Inbound Digital Station A Digital Station Interface where the agent creates a connection to the TSP by seizing a specific channel on the T1 E1 interface This method is transparent to the adjunct and appears to the adjunct as a fixed station The seizure can be initiated from a variety of telephony devices such...

Page 17: ...nd proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures This section includes the following Shutting Down The CPSEE_TSP500 Rebooting the CPSEE_TSP500 Starting and Stopping The CPSEE_TSP500 Auto Booting the TSP Setting the Time Date on the TSP ...

Page 18: ... SER Solutions and is not for external use Shutting Down The CPSEE_TSP500 To shutdown and Power Off the TSP do the following 1 Log into tspshutdown password is tspshutdown 2 Answer y to the question to Shutdown This will cause the Processor Board in the TSP to shutdown 3 When the screen goes blank you can power down the TSP ...

Page 19: ...ting the CPSEE_TSP500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following 1 Login to tspreboot password is tspreboot 2 Answer y to the questions to reboot If configured for Auto Start the CPSEE_TSP500 application should automatically start when powered up or rebooted The following will explain how to start and stop the TSP manually without rebooting ...

Page 20: ...arting The TSP From The menu From the TSP User Interface 1 Select Admin_Terminal 2 If TSP was just started give it time to initialize before using the TSP around 1 minute To Exit the Admin_Terminal From the TSP500 Admin terminal Type quit To Stop the CPSEE_TSP500 From the TSP500 Admin terminal 1 Select the AdminTerminal 2 Type stoptsp 3 Answer yes to the question Are you sure you want to shutdown ...

Page 21: ...SP However it may be more useful to have the TSP auto start when LINUX is restarted and automatically shutdown when LINUX is shutdown The following will explain how to configure the TSP for auto startup and shutdown Activating Auto Booting 1 Login into root 2 Enter cd etc rc d rc3 d 3 Enter ln s init d cpstsp S99xtsp 4 Enter ln s init d cpstsp K99xtsp Disable Auto Booting 1 Login to root 2 Enter c...

Page 22: ...and interfere with the dialing algorithms The best way to set the time and date is 1 Stop the TSP application stoptsp using the Admin Terminal 2 Use timeconfig to select the time zone Also select the GMT flag 3 Use hwclock to set the local time of the TSP in the hardware clock Example hwclock set date 2 20 03 18 24 00 utc note those are double dashes 4 Use hwclock to update the system clock hwcloc...

Page 23: ... 0 Page 3 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 This section includes the following Logging Into TSP The Main Menu The TSP Configuration Menu ...

Page 24: ...R Solutions and is not for external use Logging Into TSP The TSP application is protected by a login and password You can access the application by either performing a Telnet to the session or by access a con sole To login to TSP enter the following Login cpstsp Password cpstsp Press Enter The CPSEE TSP copyright and Main Menu appears ...

Page 25: ...ctivating the CPSEE_TSP500 To start the TSP do the following 1 Select Activate_TSP If the TSP is already running the message TSP Already Running displays Otherwise the TSP will be launched as a background process and the message TSP Started displays 2 Press Enter to return to the TSP Main Menu If for some reason the TSP fails to start the tsp log file located in usr home cpstsp cps01 log should be...

Page 26: ...e Admin_Terminal 1 Customer Support can use the Admin_Terminal command stoptsp to shutdown the TSP application remotely You can select Activate_TSP to to restart the TSP 2 The Admin_Terminal command quit is used to disconnect the Admin_Terminal from the TSP You must then press Enter twice to fin ish the disconnection process You will return to the TSP Main Menu 3 Immediately after starting the TSP...

Page 27: ...ing and the command For example to quit the vi session without saving changes you would type q Table 3 1 identifies a list of commands and their key value Figure 3 2 The Configuration Menu Table 3 1 Red Hat Linux VI Commands Command Description vi file name Opens a file for editing h Moves cursor one location to the left j Moves cursor one line down k Moves cursor one line up l Moves cursor one lo...

Page 28: ... at once when there is no distinction between the spans Upon entering the ISDN Configurator three options are displayed Edit View and Help q or q Quit current edit session x Deletes character at the cursor dd Deletes current line p Paste of line in deleted line buffer Esc Breaks out of a character mode edit command Table 3 1 Red Hat Linux VI Commands Command Description See Also Key Words of Diali...

Page 29: ...s configuration item The default value is indicated by an asterisk before the definition name Once a configuration item is selected to be changed by either entering the configuration item number or the name another screen is displayed listing the options available for this configuration item or a prompt requesting the text string be entered By entering the number of the option selected or the name...

Page 30: ...ens of configurations It must be stated that some of these configuration screens must never be changed without direct approval from SER Engineering In Figure 3 6 the L indicates that that item can be dynamically loaded without rebooting the system All of the configuration parameters that contain origination destination facility and Calling are dynamic Configu rations for signaling transfer and use...

Page 31: ... 0 Page 3 9 This document is confidential and proprietary to SER Solutions and is not for external use default 2 T1 default 3 E1 Figure 3 8 ISDN Configuration Transfer Mode Figure 3 9 ISDN Configuration Transfer Rate Figure 3 10 ISDN Configuration User Information Layer 1 ...

Page 32: ...is confidential and proprietary to SER Solutions and is not for external use Figure 3 11 ISDN Configuration Network Signaling Behavior Figure 3 12 ISDN Configuration Destination Number Plan Figure 3 13 ISDN Configuration Destination Number Type Figure 3 14 ISDN Configuration Destination Number Plan ...

Page 33: ...SER Solutions and is not for external use Figure 3 15 ISDN Configuration Origination Number Type Figure 3 16 ISDN Configuration Origination Number Screen Figure 3 17 ISDN Configuration Origination Number Presentation Figure 3 18 Configuration Facility Feature Service Note This parameter must be con figured to service 4ESS pro tocols ...

Page 34: ...View ISDN Configurations screen displays current ISDN configuration for selected spans Figure 3 19 ISDN Configuration Facility Coding Value Note This is the second parameter that must be set up for 4ESS trunks There is no one answer that works for all ISDN trunks The customer should ask their carrier about the types of services avail able SDN is typical Figure 3 20 ISDN Configuration Calling Name ...

Page 35: ...the file sys log cnf probably located in the opt ser cfg directory The following describes the keywords used for configuring the TspLogger There are three configuration items that you can use to configure the TspLog ger SYSLOG_HOST is the only required assignment The other two are optional Figure 3 21 View ISDN Configuration Figure 3 22 Reset ISDN Configuration Table 3 3 TspLogger configuration el...

Page 36: ... T1 E1 signaling SYSLOG_PORT This keyword is optional The default port used for TspLogger is the industry standard port 514 If for some reason you need to use another port this keyword can be used to assign it Example SYSLOG_PORT 9400 SYSLOG_NAME This keyword is optional It is used to specify a name that will display on the syslogger to identify the TSP By default the hostname is displayed However...

Page 37: ...ide Version 4 0 Page 3 15 This document is confidential and proprietary to SER Solutions and is not for external use AgTrace_3073 BoardInfo CAS Signals Figure 3 24 TSP Tools Figure 3 25 AgTrace_3073 Figure 3 26 Board Information example Figure 3 27 CAS Signals ...

Page 38: ...g TSP500 Page 3 16 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ISDN Trace View Trace File Figure 3 28 ISDN Trace Figure 3 29 View Trace File example ...

Page 39: ...xternal use View the Trunks File Trunk Protocol You must assign a specific Protocol name to each trunk span Currently supported protocols are Figure 3 30 View Trunks file Table 3 4 Trunk Span Protocols isdn T1 or E1 ISDN Trunks wi US T1 Robbed Bit Protocol Wink Inbound wo US T1 Robbed Bit Protocol Wink Outbound wio US T1 Robbed Bit Protocol Wink Inbound Outbound ...

Page 40: ...etwork protocol variant immi US T1 Robbed Bit Protocol Immediate Start Inbound imm US T1 Robbed Bit Protocol Immediate Start Outbound r2i MFC R2 E1 Inbound Inbound r2o MFC R2 E1 Outbound Outbound r2io MFC R2 E1 Inbound Outbound Inbound Outbound ap2i AP2 E1 Inbound Inbound ap2o AP2 E1 Outbound Outbound ap2io AP2 E1 Inbound Outbound Inbound Outbound Table 3 4 Trunk Span Protocols Table 3 5 Trunk Pro...

Page 41: ...bound call Trunk Wait for Digit The WaitForDig field indicates number of milliseconds to wait for the sub sequent digits to arrive on an inbound call Write Configuration to Archive Selecting item G from the TSP Configuration menu will generate a TAR file of the current configuration It will have an automatic generate name with a time stamp based on the current date Creating tmp tspcfg0301041651 ta...

Page 42: ...Chapter 3 Starting Configuring TSP500 Page 3 20 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 43: ...t includes the following Introduction Restarting Protocols Integrated Recording Feature Agentless Campaign Feature Text To Speech TTS Messages Feature Caller ID Name Feature Collect DTMF Digits Feature Personnel Ring Back Feature Trunk Features and Enhancements Billing Codes Feature User Data Features and Enhancements New Country Feature Monitoring Features and Enhancements Dialing Features and En...

Page 44: ...ER Solutions and is not for external use Introduction The TSP500 Call Processing System is a comprehensive system that com bines predictive dialing with voice recognition techniques and information processing It currently supports 1152 ports domestically and 1200 ports internationally and can be delivered in various configurations ...

Page 45: ...ting Protocols Occasionally it may be necessary to restart the telephony protocol on a spe cific trunk channel You can now start the protocol using the Admin Terminal treset command with the s option If the channel is currently in use when the command is issued the reset will take place when the channel becomes idle Examples treset s 23 treset s 11 59 treset s 1 33 treset s all ...

Page 46: ... Close The option flag Let Dials Complete On Campaign Close has been added to the Enterprise Edition TSP Normally the TSP will drop any dials in progress when a Campaign Close message is received This option allows those dials to complete before closing the campaign Connected calls those calls connected to agents or announcements are not automatically dropped just those dials in progress ...

Page 47: ...f the benefits Supports full recording for up to 192 agents Records full duplex conversations of either the Agent and called party or the Agent and conference parties Allows continuous Integrated Recording even after the called party dis connects Occasionally this may be necessary to comply with contractual or legal requirements that direct the Agent to read a statement or script even if the calle...

Page 48: ...ules The Default Trunk Group selection will use whatever dialing rules are in place to select a trunk group As of this writing Enterprise Edition does not have the ability to set the desired trunk group Therefore the default trunk group selection is always used This may not always be desirable For instance it may be necessary to transfer the call over a specific set of trunks An interim solution h...

Page 49: ..._RESOURCES with a mode value of 4 is sent This message is sent prior to the resource message with a mode value of 3 for backward com patibility This message includes three data fields for TTS voice specific parameters The first data field contains the encoding format and can have a value of 0 for Mu Law and 1 for A Law The second data field contains the bandwidth and is always 8000 since a bandwid...

Page 50: ...viour Default 6 Destination_Number_Plan ISDN L 7 Destination_Number_Type National L 8 Origination_Number_Plan ISDN L 9 Origination_Number_Type National L 10 Origination_Number_Screen User_Provided_Not_Screened L 11 Origination_Number_Presentation Presentation_Allowed L 12 Facility_Feature_Service None L 13 Facility_Coding_Value None L 14 Calling_Name Facility_IE L Sending Caller ID Name without th...

Page 51: ...User Guide Version 4 0 Page 4 9 This document is confidential and proprietary to SER Solutions and is not for external use 0 0 0 0 Let Dials Complete On Campaign Close 1 Dont Route Inbound Calls 0 Always Beep Agent On Connect 0 Dont Answer On Timeout ...

Page 52: ...terminating key to end digit collection If a timeout value is not supplied the timeout defaults to ten seconds If a ter minating key is not supplied the key defaults to the pound key Addition ally the M_COLL_DIGIT message permits the sending of a voice message to be played while collecting digits The voice message in the key field descriptor and the flag field descriptor function the same as descr...

Page 53: ...supervision is detected the called party picks up the phone Other call progress tones such as rings busy fast busy or SIT tones continue to be detected at anytime prior to answer super vision being received It is only voice or answering machine detection that will wait for supervision before being activated This should allow us to ignore any non standard audio received prior to the called party an...

Page 54: ... 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use The default for this keyword is off unless configured by Call Manager see below Protocol B support is being offered using a new message Ts ...

Page 55: ...es occurred Example grep TrunkBound txt Lines beginning with the letter y indicate yesterday s data Remember this a revolving 24 hours of minute by minute data File will automatically be overwritten on their yearly anniversary The generation of these files cam be disabled at any time by adding the fol lowing keyword to the dialing rules and typing load all at the Admin Ter minal ALLOW_TRUNK_UTIL_F...

Page 56: ...the SysLogger A Trunk Bound Alert message can now be sent to the SysLogger The TSP keeps track of the how much of each minute was spent in a Trunk Bound condition It will then report it to the Syslogger provided that There is at least one Campaign open The SysLogger flag Send Trunk Bound Alerts to the TspLogger is turned ON The reason for the flag is that a TSP may be experiencing Trunk Bound cond...

Page 57: ...r tone detection can be added to the dial string to facili tate the necessary hand shaking needed to send the Billing Digits to the car rier However there are some rules For Wink Start lines pause characters P or p tone detection charac ters T or t and the lower case c can be placed anywhere in the dial string This is because all characters are sent in band pulsed out as DTMF digits For ISDN lines...

Page 58: ...a over ISDN using UUI Information Element User data will be sent in code set 0 using IA5 coding standards Support for ISDN protocol DMS250 Feature Support for ISDN protocol DMS250 has been added to the TSP configurator The TSP has always supported the DSM250 using the generic DMS protocol specification in the configurator However the DMS100 and DMS250 vary slightly in the manner they handle the Ca...

Page 59: ... Guide Version 4 0 Page 4 17 This document is confidential and proprietary to SER Solutions and is not for external use New Country Feature Support for India has been added to the TSP See also Initialize Configuration on page 7 10 for a list of coun tries ...

Page 60: ... be heard by the other party With four wire interfaces like soft phones this is less likely to happen The ability to selectively perform Barge In or Silent Coaching will require adjunct development In the interim a new keyword will be added to the TSP dialing rules USE_SILENT_COACHING If this keyword is set to 1 then the current Barge In feature will be replaced with the Silent Coaching capability...

Page 61: ...ing the Client is carried along with the Supervisor They can communicate while simultaneously monitoring agents Launching the manual dial to the Client is no problem for regular nailed up agents When they go off hook they get dial tone and can dial For outbound remote agents it is a little different The TSP launches a dial to the Supervisor Agent When he answers there will be dial tone However in ...

Page 62: ... are allowed to monitor all agents Each line of configuration can only have one monitor assignment Moni tors cannot be entered as ranges Bad Example MONITOR_ASSIGN4 6 1 24 Good Example MONITOR_ASSIGN 4 1 24 MONITOR_ASSIGN 5 1 24 MONITOR_ASSIGN 6 1 24 Agent Station Numbers can be entered as ranges or individual assign ments Multiple lines can be used for the same Monitor The Admin Terminal command ...

Page 63: ... both are acceptable Example MONITOR_ASSIGN 4 1 24 MONITOR_ASSIGN 4 1 3 5 24 If a Monitor is specified with no agents the Monitor will be unable to monitor anyone Example MONITOR_ASSIGN4 From within the TSP application the Admin Terminal load command using the misc or all argument is used to activate any changes Example load misc or load all For diagnostic purposes the following changes were inclu...

Page 64: ...ation has Manual Monitor Capability Monitor has Assigned Station List sflags 8100 tflags 0 zflags 0 preview queue current 0 Peak 0 Decibel Level Adjustment Feature When performing Client Monitoring the audio level of the monitored call tends to be lower than that of the Client and Supervisor A new keyword has been added to the Dialing Rules CLIMON_GAIN that will specify some decibel level to incre...

Page 65: ...word UNRETRICTED_MANDIAL has been added to the TSP If set to 1 the default is 0 the TSP will perform the dial what you get strategy even if it is in the USA This keyword can be changed dynamically and activated by typing load all at the Admin Terminal Example UNRESTRICTED_MANDIAL 1 Digital Station Dials Enhancement Systems using Multi Country dialing include the three digit country code at the beg...

Page 66: ..._INCOMPLETES 1 Incompletes will be retried RETRY_INCOMPLETES 0 Do Not retry incompletes The install flag DO_NOT_RETRY still has over all control over whether dials are retried The default for most customers would be to NOT retry reorders or incom pletes The default for the RETRY_INCOMPLETES is 0 and does not have to be entered in the dialing rules unless you wish the feature turned on ...

Page 67: ...econds and can be changed by using the keyword ANSM_SILENCE into the Dial ing Rules This keyword assigns the silent period in 100ms increments For example to change the silent period to five seconds insert ANSM_SILENCE 50 into the Dialing Rules then type load misc at the Admin Terminal To revert to the old method of detecting answering machine beeps insert ANSM_USETONE 1 in the Dialing Rules and t...

Page 68: ...OICE_TIME2 60 voice_time Voice Qualification time 2 millisec onds TONE_TIME1 60 tone_time Tone Qualification time 1 millisec onds TONE_TIME2 80 tone_time Tone Qualification time 2 millisec onds VOICE_ANSM_MLENGTH 1600 voice_length Duration of voice for a Medium Event VOICE_ANSM_LENGTH 2200 voice_length Duration of voice for Answering Machine VOICE_SILENCE_TIME 900 silence_time Duration of silence ...

Page 69: ...aling Rules ACD Strategies ACD DNIS Table and some of the ISDN Configuration items into the TSP This list of Dialing Rules items is loaded by this option AGENT_BEEP_TIME ANSM_SILENCE ANSM_TIMEOUT CLOCK_POLL DISPLAY_IE_TAG MAX_LOGSIZE RNA_EXTEND_TIME TRUNK_CHECK_TIME AREACODE_DIGITS MAX_TRUNK_ERR TRUNK_IDLE_TIME LOCAL_WATT MEDIUM_WATT LONG_WATT INTL_WATT LOCAL_AREACODE LOCAL_EXCHANGE TRUNK_GROUP_0 ...

Page 70: ...Chapter 4 Features and Enhancements Page 4 28 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 71: ...r Guide Version4 0 Page 5 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands This section includes the following Introduction List of Commands ...

Page 72: ...s and is not for external use Introduction Once connected to the TSP using the Admin_Terminal a variety of com mands some similar to Call Processor or TSP 300 commands are available to control the TSP The following is a brief description of each command Online help for each command is available by typing help followed by a specific command ...

Page 73: ...g followed a hexadecimal value that represents a bit pattern associated with the items on the screen The MSN Most Significant Nibble is toward the bottom of the screen and the LSN Least Significant Nibble is toward the top It is the output of this tracing that is written to the TSP log files The following is description of the above items Figure 5 1 A typical bug display Table 5 1 Bug Traces Bug T...

Page 74: ...loper s Reference Manual P N 9000 62162 and the Voice Messaging Service Developer s Reference Manual P N 9000 6422 Conference Events Traces events and actions associated with Confer encing or Monitoring Call Events Traces events associated with NMS s Natural Call Control API Natural Call Control is NMS s generic API used for Call Setup across a variety of Network Interfaces A description of these ...

Page 75: ...ected Recorded files are placed in the home taudio directory Also created is taudio log file containing the tline output for the recorded calls Syntax capture_trk_aud num calls t trunk number s station number m trunk number u CAUSE Displays or alters the current ISDN cause code to TSP event mapping Syntax cause ISDN Cause Code hex APP Event hex CFIG Displays multiple pages of TSP configuration Pre...

Page 76: ...ssions in progress Example Conf 001 B7S68 3 C S1 T1 T4 The above shows conference 1 including 3 parties Station 1 Trunk 1 and Trunk 24 The conference being used is on Board 7 Stream 68 B7S68 CONNS Displays the IP addresses of connected Adjuncts or Dumb Terminals Example CTI Connection fd 4 199 199 199 199 Dumb Terminal fd 3 199 199 199 200 Table 5 2 clock s Command Option Description Board Number ...

Page 77: ...le DSP s or Confer encing on speccific NMS boards Syntax disable trunk or range of trunks Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash Disabling trunks will prevent their use for dialing The disable condition will exist until they are enabled via the enable command or the TSP is restarted Examples disable 7 disable 7 9 14 1...

Page 78: ...y be used by engineering to bypass conferences on failed NMS boards ENABLE Enables the specified trunks that were disabled via the disable command Syntax enable trunk or range of trunks Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash Examples enable 7 enable 7 9 14 19 24 enable 1 24 73 96 FHANG Simulates a Far End Hang up cond...

Page 79: ...ws dynamic setting of certain TSP features Entering install alone will display a list of options that can be installed Those of you familiar with the Call Processor and specifically the install command will recognize the format and method of activating the specific items For those of you not familiar with this method the specific items are turned ON and OFF by typing install followed by a hexadeci...

Page 80: ...ediate start Host Selects Agents Indicates that the TSP is not doing Agent Selection for Predictive Dial connections This will force the TSP to send a Route Request message to the Adjunct rather than a Predictive Dial Connect message Use Monitor Key 123 when Man ual Monitoring Instruct the TSP to only accept Manual Monitor com mands that begin with the code 123 Analyze Abandons for Answering Machi...

Page 81: ...n is used a connection is made so that the source device is listening to the dest device If two stations are connected using the B option they can carry on a conversation LLOOP Establishes a Local Loopback on the specified T1 or E1 span Syntax lloop span The span is the card slot number displayed in the slots screen Any span that is in local loopback will have the text L_LOOP displayed at the end ...

Page 82: ...he parameter MAX_LOGSIZE in the dialing rules MUSIC This command will turn Music On Hold on or off It will also allow changing the volume by changing the gain The range is 54db to 16db The default is 0db Setting the decibels to less than zero will lower the vol ume While setting the decibels to above zero will make the audio louder To change the gain you must turn Music OFF first hen turn Music ON...

Page 83: ... not automatically turned back on if the TSP is rebooted 5 The decibel setting is an absolute setting not a delta The default is 0db Zero is playing the file with no gain Installing Music On Hold To enable the system to play hold music 1 On an external PC create an audio file containing the music that you want the sytem to play The file must conform to the following telephony industry standards Do...

Page 84: ... the music with the 2db gain To make the music less loud let s say 3db set the following music off music on 3 OPTIONS opt The OPTIONS command allows dynamic setting of certain TSP options Typing options by itself will display a list of options that can be set and there current values The specific items are turned ON and OFF by typing options followed a hexadecimal value that represents a bit patte...

Page 85: ...all flag MONITOR_KEY is turned ON in the install flags It allow choosing the asterisk or pound sign to be used in the key 1 Use 123 as the key 0 Use 123 as the key Allow Caller ID Name Specifies that the Caller ID s Name can be sent 1 Allow sending Caller ID text 0 Don t send Caller ID Text Note This flag is used as a global prevention method It should not be turned ON unless the carrier is willin...

Page 86: ...26 play hello 26 If a 3rd parameter is entered anything the message will be played continu ously until the station goes on hook This is obviously for diagnostic pur poses only example play hello 26 1 POISSON The poisson command displays a Poisson distribution of the following items Dont Answer On Timeout Specifies that an incoming call will not be answered when the Inbound Route Request timer has ...

Page 87: ... posi tively identifying voice Event Time The time it takes to check for new events Event Queue Time Measures the time that it takes to process writing vendor board events Talk Time Time the agents spend on a call Includes Wrap up time Wait Time Time agents spend waiting for calls Protocol Stop Time it takes to stop a protocol Protocol Start Time it takes to start a protocol Table 5 8 Poisson synt...

Page 88: ...ded is Name of the queue Memory address of the queue Current count of elements on the queue Peak elements on the queue at any one time Looking at the current and peak counts of these queues may help engi neering in diagnosing certain problems The following is a description of the various queues BeepQueue Holds stations currently being played a beep tone BeepTimer Holds stations currently being pla...

Page 89: ... for idle campaigns As Campaigns are opened the current count should decrease for this queue CardExcess Holds conferencing resources that are unavailable for use CardInuse Hold conferencing resources that are available for use ComTask Holds Protocol B messages from the adjunct It is from this queue that the received messages will be parsed and processed A high peak count on this queue would indica...

Page 90: ...ilable trunks that have been assigned for Inbound only McbAvail Holds available Message Control Blocks When an Encore Voice Message is loaded the TSP grabs a Message Control Block from this queue and assigns it to the announcement McbInuse Holds Message Control Blocks that are in use When an Encore Voice Mes sage is loaded the TSP grabs a Message Control Block from the McbAvail queue and places it...

Page 91: ...tructures associated with Conference Blocks that are currently used for Monitoring StInact Inactive Stations those that are not logged into a Campaign are stored here StWait Holds dial requests for Adjunct Controlled Manual Dials for Stations when there is not a trunk available When an appropriate trunk becomes available the request will be removed from the queue and dialed Peak counts on his queu...

Page 92: ...y hung up Trbidle 0 4 These queues 0 through 4 hold the available trunks in each Trunk Group It is from these queues that trunks will be grabbed for Predictive Dialing A trunk is considered idle if it is on hook been through the mandatory rest time and is not assigned to some specialized trunk queue such as the Third Party Trunk Queue or Digital Station Trunk Queue Ttry Holds Out of Service Trunks...

Page 93: ...runks waiting for this voice message to begin When the message starts it plays to all trunks simultaneously FLAGS Internal message flags 0x0004 Message flagged for deletion 0x0008 Message flagged to check if still exists DSPS Current and Peak number of DSPs used to play this message PLAYS Total number of times this message was played Table 5 10 QMSG Commands Command Description Note It is not a co...

Page 94: ...ational 0 Move File 1 Concatenate Defines whether snippet files should be moved or concatenated Record 1 Minute Snippets If this flag is turned off then TSP will record a single audio file rather than 1 minute snippets Use Closing Threads Specifies whether a thread should be used to close audio files This also affects TTS and should normally be set to one Use VCE instead of ADI Specifies to use th...

Page 95: ... TSP will condiser the link is Down RecWatch Daemon Displays if the daemon is UP or DOWN The daemon is assumed to be UP if it has successfully established an IP connection to the TSP The TSP will reject any requests for recording until RecWatch is UP RamDrive Space Displays LOW if the available space on the Ram Drive is below 5 Rec Watch monitors the available drive space of the RecServer and info...

Page 96: ...e message will be stored with a wav extension it should not be entered at the Admin Terminal Example Record hello 23 The above command will record a voice file named hello wav from station 23 It will be stored in the usr vox directory RLOOP Establishes a Remote Loopback on the specified T1 or E1 span Syntax rloop span The span is the card slot number displayed in the slots screen Any span that is ...

Page 97: ...n related information This command can be entered with the rotate through switch r Table 5 12 show board Command Description Board Board ID Number Slot PCI Slot Number Bus Connections Number of MVIP Bus Connections for this board Table 5 13 show camp Command Description C Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents waiting for calls CN Number of Agents talking ...

Page 98: ...ription C Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents waiting for calls CN Number of Agents talking on a call TNU Number of Telephone Numbers waiting to be dialed DIALS Current calls being Dialed TOTDL Total Dials CONNS Total Calls connected to agents SWT Short Term Agent Wait time WT Long Term Agent Wait Time ARATE Current Abandon Rate Table 5 15 show cause co...

Page 99: ...77 is currently monitoring station number 5 Enter Command show cmon Client Caller ID ANI State Station 7777 4037773434 monitoring 5 show dsp Display DSP related information This command can be entered with the rotate through switch r show dstation Displays a variety of information on Digital Stations This command can be entered with the rotate through switch r Table 5 16 show dsp Command Descripti...

Page 100: ...ly displayed as T xxx S xxx D xxx where xxx is the actual Trunk Station or DSP number Queue Name of the queue the digital station is currently on trk Trunk currently connected to 0 no connection teln Telephone Number if connected to a call Table 5 18 show errors Command Description Call Count of times an attempt to launch a call failed CallProg Count of times an attempt to start Call Progress dete...

Page 101: ...9 Enter Command show ports Displays trunk port related information This command can be entered with the rotate through switch r TpendTMO Count of Times NMS never acknowledged a Drop Call PrioDial Count of priority dials NOT AN ERROR PrioRisk Count of agents who went on hook while in the wait state NOT AN ERROR PrioFail Count of priority dial failures An abandon of a pre viously abandoned call NOT ...

Page 102: ... 6 inb 294 024a OFF 2 Parked 7fff waitque 0 7 inb 295 024c OFF 2 Parked 7fff connque 0 8 inb 296 024e OFF 2 Parked 7fff waitque 0 9 inb 297 0250 OFF 2 Parked 7fff connque 0 10 inb 298 0252 OFF 2 Parked 7fff connque 0 11 inb 299 0254 OFF 2 Parked 7fff connque 0 12 inb 300 0256 OFF 2 Parked 7fff connque 0 13 inb 301 0258 OFF 2 Parked 7fff connque 0 14 inb 302 025a OFF 2 Parked 7fff connque 0 15 inb ...

Page 103: ...ation Hook Hook state ON or OFF Camp Campaign Number if logged into a Campaign otherwise 0 ListenTo Mtx Trunk Station DSP device the station is listening to and its matrix number Trunk Station and DSP are respectively displayed as T xxxx S xxxx or D xxxx where xxxx is the actual Trunk Sta tion or DSP number Queue Name of the queue the station is currently on trk Trunk currently connected to 0 no c...

Page 104: ...umns in the display Table 5 22 show trunks Command Description TK Trunk Number S State o out of service d Digital Station t Third Party i Inbound G Group this trunk belongs to Dials Total Dials Conns Total Calls connected to agents Rna s Total Ring No Answers Busys Total Busys InCmp Total Incompletes API Total NMS API errors Seize Total dials that failed during call setup Glare Total dials that fo...

Page 105: ...be used on a live system SIMIN Used for Inbound Simulation SLINE Allows data and audio monitoring of the specified station number If entered without a Station Number only text messages indicating the various states the station number has entered will be displayed If a Station Number is entered then the received audio of the station number is piped to the Station Number Syntax Usage The percentage ...

Page 106: ...ber You would have to know exactly the type of NMS board installed to determine what NMS board is associated with which span The slots Screen The slots screen displays the station numbers associated with the digitals sta tion trunks Example Sl Protocol Trunks Stations Alarm RD BL YL SL EC BPV LSY FE LOS 1 T wio 1 24 0 0 0 0 0 0 0 0 0 2 T wio 25 48 0 0 0 0 0 0 0 0 0 3 T wio 49 72 0 0 0 0 0 0 0 0 0 ...

Page 107: ...on For ISDN lines another D next to the T or D indicates the D channel is down Example T Trunk if ISDN D Channel is UP D Digital Station if ISDN D Channel is UP TD Trunk D Channel is DOWN DD Digital Station D Channel is DOWN Protocol Network protocol loaded into the firmware Trunks Trunk Numbers associated with this span Alarm Displays current Alarms R RED Y YELLOW B BLUE L Loss of Signal RD Histo...

Page 108: ...ion to display hex dump information related to the station Examples sp 34 Display information about station 34 sp 34 d Display a hex dump of station 34 SRESET Force a drop of the Digital Station Trunk associated with the specified sta tion s Syntax sreset station number or range Insert Caution message associated with TRESET command STATUS st Displays Campaign Status on a specified Campaign The syn...

Page 109: ...unt of Agents waiting for calls TALKING Count of Agents talking on calls TEL NUMBS Count of telephone waiting to be dialed DIALS Count of current Dials for this Campaign RING TIME Average time the phone rang before called party answered WAIT TIME Average short term time agents are waiting for calls ACC DIALS Total Dials CONNECTS Total Answered calls ABANDONED Total Abandoned Calls RNA S Total Ring...

Page 110: ...lood the TspLogger with cryptic information meant for diagnostic purposes Allow ALL T1 E1 Alarms to TspLogger is normally turned OFF Nor mally the TspLogger will receive a de bounced UP or DOWN message indicating a T1 or E1 span is in trouble If all the T1E1 errors are sent to the TspLogger it could flood the logger and make finding useful informa tion difficult Use Strict RFC 3164 message format ...

Page 111: ...y the record command or recorded elsewhere and deposited in the usr vox directory This command is for diagnostic purposes only TRESET Resets call control information for the specified trunk If a trunk becomes unusable due to errors this command may restore the trunk to service Syntax treset s trunk number This command can be entered with the Start and Stop protocol switch s TRSTUFF tr Displays a v...

Page 112: ...Command Description d Display hex dump m Place specified ISDN trunk in Maintenance mode i Place specified ISDN trunk In Service o Place specified ISDN trunk Out of Service Note Not all ISDN protocols sup port the above commands Table 5 28 Configuration Command Description Name The LOCNAME field in the Dialing Rules file usr home cpstsp cps01 cfg tsp cnf This field usually holds the name of the cus...

Page 113: ...DSP s configured for Record or Play features of Encore iwaittim Rest time in seconds between successive dials on the same trunk AreaDigits Number of digits in the Area Code for this Country PredTrunks Number of predictive dialing trunks localwatt Preferred trunk group for Local Dials mediumwatt Preferred trunk group for Intra Latta Dials longwatt Preferred trunks group for Long Distance dials intl...

Page 114: ... default is 196608 To set the value permanently use the VOICE_TONE_RATIO keyword in the Dialing Rules Syntax voice_ratio voice ratio VOICE_TIME Displays or alters the qualification times used for voice detection It tempo rarily overrides Dialing Rules keywords VOICE_TIME1 and VOICE_TIME2 Syntax voice_time time 1 time 2 VPARMS Displays the current voice detection parameters and the Admin Terminal c...

Page 115: ...d proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This section addresses trunk spans and the Dialing Rule file It includes the fol lowing sections Common Directory trunks cnf tsp cnf Dialing Rules Building Dialing Rules Tutorial ...

Page 116: ...on of the system created by the TSP Configuration Tool dnis cfg Contains the Inbound default strategy inbmsg tbl Contains a list of Encore messages used when random timeout strategy is selected For internal use only isdn cnf The ISDN Parameters created by the ISDN Configuration Tool license txt Contains the License Key music_db cfg Contains the decibel levels for playing Music On Hold file protoco...

Page 117: ...n basis when bringing up the CPSEE_TSP500 Although multiple spans may reside on a single NMS board the CPSEE_TSP500 views each span as an individual entity Each span must be configured with the specific NMS protocol that will be used for that span Each span assignment also contains the letter T or D D stands for Digital Station and is used to assign agent stations to remote phones over a digital T...

Page 118: ...rnal use tsp cnf Dialing Rules The tsp cnf file is the Dialing Rule file Building Dialing rules can be some what complicated and quite often takes experience to utilize the full flexibil ity of the Dialing Rule scheme Although an in depth training course on Dialing Rules is outside the scope of this document the following is a short tutorial on building Dialing Rules ...

Page 119: ...keyword assigns the length in milliseconds of the Beep heard by agents when a call is connected to the agent The default is 150 150 milliseconds ALAW This keyword assigns the type of audio compression to use There are two types of audio compression used on telephony networks A law or Mu Law Mu Law is used in the USA and Japan while A law is used for most other countries This keyword should be set ...

Page 120: ...wering Machines detected during a specific campaign The default is twenty seconds and should not be changed unless advised to do so by Engineering ANSM_USETONE This keyword specifies the method to be used for detecting when to play Encore messages to answering machines The default value of this keyword is zero ANSM_USETONE 0 Wait for a period of silence before playing the message ANSM_USETONE 1 Wa...

Page 121: ...n ager or Gateway and usually is CLOCK_MASTER This keyword specifies the span to be designated the Primary Clock CLOCK_POLL This keyword specifies in seconds the time to wait between processing clocking information The default is five seconds which should not be changed unless advised to do so by Engineering CONN_THREAD This keyword is reserved for Engineering and should NEVER be modified unless i...

Page 122: ... additional digits can be placed into the Dialing Rule Example 1dP2c In the first example 1 plus the phone number is dialed Then a three second pause occurs followed by the DTMF digit 2 and then the assigned billing digits If no billing digits are assigned to the campaign associated with the dial or it was a non campaign related dial the default billing digits are used if assigned Remember the def...

Page 123: ...A Uptime DDD HH MM SS 000 03 17 28 campoffset 0 stationoffset 0 trunkoffset 0 nstations 192 Nttrunks 960 mports 277 iwaittim 4 AreaDigits 3 PredTrunks 768 localwatt 0 Mediumwatt 0 longwatt 0 intlwatt 0 AMD RingCnt 1 Grp 0 DT2c DT2c dT2c dT2c dT2c 011idT2c Grp 1 DTc DTc dTc dTc dTc 011idTc Grp 2 DPpc DPpc dPpc dPpc dPpc 011idPpc Grp 3 d d d d d 011id Grp 4 d d d d d 011id LOCAL AREA CODES 203 Defau...

Page 124: ... can be entered either as individual numbers or ranges Example DISABLED_TRUNKS 3 5 17 29 DISPLAY_IE_TAG This keyword specifies a tag to be inserted into the Display IE for delivering Caller ID Name Nortel requires a 0xB1 AT T on a 4e wants no tag Note The value associated with the keyword must be entered as decimal Example For a hex B1 enter the following DISPLAY_IE_TAG 177 DOWNLOAD_BOARDS This ke...

Page 125: ... decibel level of this Intrusion Tone can be different for each country that requires it If the INTRUSION_TONE keyword is NOT defined in the Dialing Rules file or is defined and set to zero there will be no Intrusion Tone injected into calls that are monitored If the INTRUSION_TONE keyword is set to one 1 the tone specified by the ITONE parameter in the tones def file will be injected into calls b...

Page 126: ...text can be anything but is usually delegated to the Customer Name and CPS Enterprise Edition number LONG_WATT This keyword specifies the preferred trunk group to use when dialing Long Distance telephone numbers This is a trunk preference and not a guaranteed assignment That is if at the time of the dial request no trunks are available in that specified trunk group a search will begin for a trunk ...

Page 127: ...Monitor The following rules apply Monitors who have no assignments are allowed to monitor all agents Multiple MONITOR_ASSIGN keywords may be present in the Dialing Rules but only one monitor may be assigned per entry Multiple entries can be used for the same Monitor Agent stations may be entered as individual numbers or ranges The Admin Terminal command load misc can be used to activate changes Di...

Page 128: ... Agents Example Assume T1 span 37 is to be used for Outbound Digital Stations OUTBOUND_DIGITAL_TRUNKS 865 888 PAMD_METHOD This keyword indicates the type of Answering Machine Detection to be used The default value of this keyword is zero PAMD_METHOD 0 Allow NMS to determine voice length by indicating an interim time PAMD_METHOD 1 Determine voice length by timing voice begin to voice end RECEIVE_PO...

Page 129: ...ndicated trunk group for the various dial types supported six of them A vertical bar separates each dial specification The following is an explanation of the various dial types associated with each trunk group 1 Local telephone number 2 Local but NOT in our area code 3 Intra Latta Not local but in our area code 4 Long Distance 5 Special This rule is used for telephone numbers that are less than te...

Page 130: ...r as individual numbers or ranges Example SPYLIST 3 5 17 29 THIRD_PARTY This keyword specifies a trunk or range of trunks that are considered Third Party only trunks Trunks can be entered either as individual numbers or ranges Example THIRD_PARTY 3 5 17 29 TONE_FREQ 450 Table 6 3 Dialing Rules Special Characters Character Description 0 thru 9 DTMF digits added to the dialed number D Dial only the ...

Page 131: ...the minimum time needed for detecting tone TOSSED_MESSAGES This keyword indicates whether the TSP will or will not block on the transmit socket Blocking on this socket could cause the NMS queues to become to overflow and become out of sync with the TSP application The default value of this keyword is zero TRUNK_CHECK_TIME This keyword defines the time in minutes that trunks disabled by too many co...

Page 132: ...wing line to the DialingRules USE_SILENT_COACHING 1 Type load all at the AdminTerminal Rules The Supervisor coach does not need to establish a monitoring session prior to requesting Silent Coaching It can but does not need to Only one Silent Coach is allowed per agent Other Monitors on the call will NOT hear the coach If the monitor session is stopped Silent Coaching will automatically be stopped ...

Page 133: ... 8 VOICE_SILENCE_LEVEL This keyword specifies the maximum decibel level that is considered to be silence The value entered is assumed to be negative The default is 33db and should not be changed unless advised to do so by Engineering VOICE_SILENCE_TIME This keyword specifies in milliseconds the minimum length of a silence after voice has been detected before call analysis reports that live voice h...

Page 134: ... being offered by cell phone carriers This service allows cell phone users to specify non standard ringback tones or music to be played to calling parties If set to 0 voice detection begins once the classified call has completed dial ing If set to a 1 voice detection will not begin until Answer Supervision has been received someone has picked up the phone Call Progress such as Busy Fast Busy and S...

Page 135: ... is not for external use Chapter 7 The TSP Configuration Tool This section includes the following Configuration Tool Overview Using the Configuration Tool Configuration Files Configuring the System Sample T1 Configuration Initialization Sample T1 Configuration Modification Sample E1 Configuration Initialization ...

Page 136: ...can support any multiple of inbound and outbound campaigns with up to forty in total The CPSEE_TSP500 distinguishes between busy signals ring no answers number unobtainable tones fax modem answers disconnects and human voice any call attempts not answered by human voice live or recorded are terminated Busy signals and ring no answers can be scheduled for redial The TSP Configuration tool supports ...

Page 137: ... Enterprise Edition system administrators who are responsible for configuring and maintaining a TSP switch SER Solutions personnel who support systems that use a TSP switch Text Conventions This guide uses the following conventions Any screen fields buttons tabs or other controls that you can manipulate and keys that you press on the keyboard are printed in bold type For example Type yes Press Ent...

Page 138: ...r the CG 6500 card installed into Shelf Slot 1 7 There will always be a cg7 cfg file and additional cards will be loaded into Shelf Slot 1 6 followed by Shelf Slot 1 5 etc The cg slot cfg configuration files contain the number of trunk spans on the card and the trunk protocol running on each of those spans ISDN or CAS It also contains how each DSP is used A DSP can be assigned for a trunk protocol...

Page 139: ...file contains detailed information for each trunk span It lists the following Trunk span type Trunk or Digital Station Trunk Τrunk protocol and if appropriate the variant running Card number associated with the trunk span Wait time for digits on an inbound trunk span tsp cnf The tsp cnf file known as the Dialing Rules file contains configuration items used by the application to run the system The ...

Page 140: ...cnf file The TSP also supports AP2 CAS Protocol This is a non compelled R2 CAS protocol utilized in Australia Although targeted for Australia this protocol can be connected to the International Addit600 channel bank to provide an Analog Station solution in other countries Table 7 1 ISDN Protocol Variants Printed Name NMS Variant Name T1 or E1 NMS Downloadable Module DLM AT T 4ESS AT4 T1 c65igen AT...

Page 141: ...ypes available vary with T1 and E1 Lines MFC R2 INBOUND E1 r2i MFC R2 OUTBOUND E1 r2o MFC R2 INBOUND OUTBOUND E1 r2io AP2 INBOUND E1 ap2i AP2 OUTBOUND E1 ap2o AP2 INBOUND OUTBOUND E1 ap2io Table 7 2 CAS Protocols Printed Name T1 or E1 Protocol Name Table 7 3 T1 and E1 Line Codes Line Code Algorithm T1 or E1 AMI_ZCS Alternate Mark Inversion Zero Code Suppression T1 B8ZS Binary 8 Zero Suppression T1...

Page 142: ...nal use Card Type Selection The available Card Types are listed in Table 7 5 All card types can be used on a system but there are desirable card types associated with T1 and E1 Lines Table 7 5 TSP500 Card Types Card Number of Trunk Spans Number of DSP Cores Primary usage T1 or E1 CG 6500C 0L 8TE 8 32 T1 and E1 CG 6500C 64 0L 8TE 8 64 E1 CG 6500C 64 0L 16TE 8 64 T1 ...

Page 143: ...he tspcfg user the password is the same as the user name Enter Login tspcfg Enter Password tspcfg A warning is displayed asking if you really want to configure the system Enter y for Yes The Configurator Menu displays Configurator Menu This is the main menu for the configuration tool Table 7 6 Configurator Menu Items Option Description 1 Initialize Configuration Creates country specific and system...

Page 144: ...TSP Application configu ration files described in The TSP Configuration Menu on page 3 5 This option prompts for system level information which should be available on the Sales Order rather than information at the card level Also this option assumes that CG 6500C 64 0L 8TE cards are loaded into the system starting at Shelf Slot 1 7 followed by CG 6500C 0L 8TE cards then CG 6500C 64 0L 16TE cards T...

Page 145: ...R Solutions and is not for external use Select the country where this system will be installed Note Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configuration files to be saved Note If more is displayed at the bottom of the screen press Enter to view additional coun tries supported ...

Page 146: ...ent the number of trunks spans running a particular ISDN Protocol The N indicates that there is no limitation on the number of ISDN Groups You will be prompted for ISDN Groups until all remaining trunk spans have been assigned a protocol or a 0 is entered Note The United States is listed first but all other countries are listed in alphabetical order The maximum number of sta tions is dependent on ...

Page 147: ...Protocol The N indicates that there is no limitation on the number of CAS Groups You will be prompted for CAS Groups until all remaining trunk spans have been assigned a protocol Station Information The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 2 for the actual list displayed Note Only systems using T1 Lines are asked this question By responding y...

Page 148: ...dicates that there is no limitation on the number of ISDN Groups You will be prompted for ISDN Groups until all remaining trunk spans have been assigned a protocol Encore and Conferencing Information The number of each card type determines the values displayed for the number of Encore Ports and Conference Bridges Unless directed by Engineering these values should not be changed Edit View Configura...

Page 149: ...ollowing questions Encore and Conferencing Information If the number of each card type has not been changed then the number of Encore Ports and Conference Bridges will be the currently stored value If the number of each card type has been changed then the number of Encore Ports and Conference Bridge will be re calculated Unless directed by Engi neering these values should not be changed Card Infor...

Page 150: ... of available ISDN Frame Types is dependent on the usage of T1 or E1 Lines Refer to Table 7 4 for the actual list displayed The list of available ISDN Line Codes is dependent on the usage of T1 or E1 Lines Refer to Table 7 3 for the actual list displayed The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 2 for the actual list displayed The list of avai...

Page 151: ...Table 7 3 for the actual list displayed Displaying the Configuration The Initialize Configuration and Edit View Configuration options dis play a system level summary of the configuration and each card configura tion The output below is for a T1 system with a CG 6500 0L 8TE card The summary screen looks as follows The card level screen is displayed for each card defined in the system Card 1 corresp...

Page 152: ...k span number indicates that this is a Digital Station trunk span Displaying Card Layout When the tool is done displaying the configuration it displays the location in the chassis where each card should be installed The screen is For this configuration it is expected that two CG 6500C 0L 8TE cards be loaded above the Processor Card followed by two CG 6500C 64 0L 16TE cards Saving a Configuration ...

Page 153: ...save a set of configuration files if any information has been changed The Initialize Configuration option displays the following screen for coun try selection and saving configuration files is Refer to the Download Configuration section for an understanding of the contents of the download log file Edit View Configuration Option The Edit View Configuration option will prompt you to save a set of co...

Page 154: ...ly such as in the case above the directory name will be friday dir Download Configuration Once a set of configuration files has been saved permanently then you may want to perform a download to ensure the files are valid To perform the download the TSP Application cannot be running When this option is selected the screen below is displayed While downloading the lights on the NMS card will turn off...

Page 155: ...e been created to save a set of configuration files that were not immediately or ever copied over the permanent configuration files These directory names are supplied by the person running the configuration tool but they have a dir extension By selecting a directory to restore the current set of configuration files is overwritten with the files from the directory selected Once the files have been ...

Page 156: ...TSP Configuration Tool Page 7 22 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Sample T1 Configuration Initialization Trunk Information ...

Page 157: ...Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4 0 Page 7 23 This document is confidential and proprietary to SER Solutions and is not for external use Station Information ...

Page 158: ...on is 8 x 24 16 x 24 192 384 576 Total Channels Since there are 168 Stations the number of network trunks is 576 168 408 Network Trunks 408 24 17 Trunk Spans We have determined that there are 17 Trunk Spans not being used for Stations that need to be configured Six of those trunk spans are running ISDN NI2 and another six are running ISDN AT T 4ESS The remaining five trunk spans are configured to ...

Page 159: ...in Shelf Slot 1 7 is as follows Since multiple ISDN Protocols can run on the same card the six trunk spans running ISDN NI2 protocol are on this first card The remaining two trunk spans are configured to run some of the ISDN Group 2 which is AT T 4ESS That leaves four trunk spans that need to be configured to run the remainder of ISDN Group 2 The configuration for Card 2 located in Shelf Slot 1 6 ...

Page 160: ...n trunk spans are for Stations The Analog Sta tions are defined last and will always run Immediate Start Inbound The Dig ital Stations are defined above the Analog Stations and are running CAS protocol Wink Outbound since they were defined as Remote Agents Finally the VoIP Stations are defined running CAS protocol Wink Inbound since they were defined to be Nailups The card layout for this configur...

Page 161: ...SEE_TSP500 User Guide Version 4 0 Page 7 27 This document is confidential and proprietary to SER Solutions and is not for external use Warning It is very important to reboot the system in order for the correct country information to be used ...

Page 162: ...system configuration In this example the system is currently defined for 168 Stations using an CG 6500C 0L 8TE card and a CG 6500C 64 0L 16TE card There are 99 Encore Ports and 40 Conference Bridges You will first be asked if the number of cards on the system has changed We are adding another CG 6500C 0L 8TE card which causes the number of Encore Ports and Conference Bridges to be re calculated Bo...

Page 163: ... the card located in Shelf Slot 1 7 Card 2 corresponds to the card located in Shelf Slot 1 6 and so on for the other cards Since Card 1 is currently defined the tool prompts for information and uses the stored value as the default value for this item Trunk Spans 1 through 6 on this card are running ISDN NI2 protocol Trunk Spans 7 and 8 are running ISDN AT T 4ESS None of these trunk spans are being...

Page 164: ...s are to be used as Digital Stations Trunk Spans 5 6 7 8 9 13 and 14 are running CAS Wink Outbound Trunk Spans 10 11 and 12 are running CAS Wink Inbound and Trunk Spans 15 and 16 are running CAS Immediate Inbound Trunk Spans 10 through 16 are being used as Digital Stations The Analog Stations are Trunk Spans 15 and 16 Digital Station Remote Agents are Trunk Spans 13 and 14 and the VoIP Sta tion Na...

Page 165: ...runk Spans 1 through 4 on this card are running ISDN DMS protocol and none of these ISDN trunk spans are to be used as Digital Stations Trunk Spans 5 through 8 are running CAS Wink Inbound and are being used as Dig ital Stations The Digital Stations are either Digital Station Nailups or VoIP Station Nailups The configuration for Card 1 located in Shelf Slot 1 7 is as follows ...

Page 166: ...4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use The configuration for Card 2 located in Shelf Slot 1 6 is as follows The configuration for Card 3 located in Shelf Slot 1 5 is as follows ...

Page 167: ...ument is confidential and proprietary to SER Solutions and is not for external use The card layout for this configuration is For this configuration it is expected that a CG 6500C 0L 8TE card be loaded above the Processor Card followed by a CG 6500C 64 0L 16TE card then a CG 6500C 0L 8TE card ...

Page 168: ... 7 34 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Sample E1 Configuration Initialization This chapter contains a sample for initializing a system configuration ...

Page 169: ...er 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4 0 Page 7 35 This document is confidential and proprietary to SER Solutions and is not for external use Trunk Information Station Information ...

Page 170: ...which is 30 on a E1 line So the equation is 8 x 30 8 x 30 8 x 30 240 240 240 720 Total Channels Since there are 180 Stations the number of network trunks is 720 180 540 Network Trunks 540 30 18 Trunk Spans We have determined that there are 18 Trunk Spans not being used for Stations that need to be configured Sixteen of those trunk spans are running ISDN EuroISDN and the remaining 2 trunk spans are...

Page 171: ... for external use The configuration for Card 1 located in Shelf Slot 1 7 is as follows Eight of the 16 ISDN EuroISDN Trunk Spans are defined on this card The configuration for Card 2 located in Shelf Slot 1 6 is as follows The remaining 8 ISDN EuroISDN Trunk Spans are defined on this card The configuration for Card 3 located in Shelf Slot 1 5 is as follows ...

Page 172: ...d is not for external use All of the trunk spans on this card are running ISDN EMCA QSIG protocol and trunk spans 3 through 8 are to be used as Digital Stations The card layout for this configuration is For this configuration it is expected that the two CG 6500C 64 0L 8TE cards are loaded above the Processor Card followed by a CG 6500C 0L 8TE card ...

Page 173: ...SEE_TSP500 User Guide Version 4 0 Page 7 39 This document is confidential and proprietary to SER Solutions and is not for external use Warning It is very important to reboot the system in order for the correct country information to be used ...

Page 174: ...Chapter 7 The TSP Configuration Tool Page 7 40 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 175: ...0 Page 8 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger This section includes the following Overview Description Configuration SYSLOG Viewers TSP Control Events TspRelay ...

Page 176: ...Ps The method chosen for the TspLogger is the UNIX style syslog messaging described in RFC 3164 You can choose among a variety of sysloggers available on the market such as the one provided freely at www kiwisyslog com Some of these sys loggers are quite powerful allowing emails or pager messages to be sent based on certain events The CPSEE_TSP500 can use any RFC 3164 compli ant syslogger that use...

Page 177: ...ting the TspLogger is accomplished by assigning the IP address of the PC running the syslogger The configuration file for the TspLogger is opt ser cfg syslog cnf When the TSP is started or the load syslog is entered via the Admin Termi nal the TSP will begin forwarding event messages to the remote syslogger Other configurable items are available and will be described below ...

Page 178: ...ht 2003 2004 SER Solutions Inc A DialingRules B DnisConfiguration C ISDNConfiguration D Strategies E SysLogConfiguration F Tools G Trunks H WriteCfigToArchive Select Item The following describes the three configuration items used to configure the TspLogger SYSLOG_HOST is the only required assignment The other two are optional SYSLOG_HOST IP address of the PC where the syslogger resides This should...

Page 179: ... for external use SYSLOG_NAME This keyword is optional It is used to specify a name that will display on the syslogger to identify the TSP By default the hostname is displayed How ever if you would like some other label that might be more meaningful dis played this configurations item can be used to assign it Example SYSLOG_NAME Omaha TSP ...

Page 180: ...olutions and is not for external use SYSLOG Viewers There is a variety of syslogger software on the market We can use any RFC 3164 compliant syslogger that used UDP messages for receiving events Testing for this feature was done using the syslogger from www kiwisys log com The following is a display from that syslogger ...

Page 181: ... E1 Alarms to TspLogger 0 Use Strict RFC 3164 message format Notes The Debug bit is normally turned OFF It is for engineering use and could flood the TspLogger with cryptic information meant for diagnosing problems Send Manual Dial Info to TspLogger will send a notification to the TspLogger whenever a manual dial is issued The telephone number and station from where the call is being made will be ...

Page 182: ...4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Use Strict RFC 3164 message format is a matter of choice If it is turned on the local time of the TSP will be displayed ...

Page 183: ...via the Admin Terminal command stoptsp TSP NAME CTI Connection Established A Call Manger or Gateway has connected to the TSP TSP NAME CTI Connection Failed An attempt by a Call Manager or Gateway to connect to the TSP has failed TSP NAME CTI Connection Closed The connection between the Call Manager or Gateway to the TSP has closed TSP NAME Stopped Receiving Heartbeats The TSP has stopped receiving...

Page 184: ... for how many errors constitute too many is configurable in the Dialing Rules Disabled trunks are retried at a later time also config urable in the Dialing Rules TSP NAME Conference Test Failed on Board xx Conference circuits are tested daily or by an Admin Terminal command This event signifies a conference circuit has failed the test and been taken Out of Service TSP NAME Switch Errors Contact SE...

Page 185: ...uest for a conference resource failed because all resources are in use If this message occurs repeatedly the TSP should be re configured to provide more conference resources TSP NAME Linux Started Linux was rebooted or powered up TSP NAME Linux Stopped Linux is shutting down possible reboot or shutdown issued TSP NAME Manual Dial to xxxxxxxxxx from Stn xx This message is optional It will display t...

Page 186: ...ge the port assignments they can be changed via the optional keywords RECEIVE_PORT and or SEND_PORT Example Suppose port 514 on the Call Manger is already used and we decided to use port 1199 instead You would enter the following text into the relay conf file RECEIVE_PORT 1199 The above tells the TspRelay to listen on port 1199 for messages to forward However we will still be sending to the syslog...

Page 187: ...irectory the TspRelay will look for the file in the tmp directory This is mainly for testing the TspRelay without having to run as root TspRelay should use very little CPU It generally sleeps waiting for a message on the receive port Once a valid message is received it is trans mitted out the send port intact The TspRelay does not modify the mes sage RLOGGER Rlogger is a program that sits on the T...

Page 188: ...Chapter 8 TSPLogger Page 8 14 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 189: ...rsion4 0 Page 9 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 9 Intrusion Tone This section includes the following Overview Implementing Intrusion Tone Using Intrusion Tone ...

Page 190: ...know they are being monitored The Intrusion Tone will be offered with a single cadence only 1 On and 1 Off Cycle This cadenced tone will be repeated for the life of the monitoring ses sion Generating multiple cadenced tones with NMS s tone generation func tions requires starting and stopping the DSP for each cadence It multi ple cadences is absolutely required then we could implement it as an audi...

Page 191: ...e is a tones def file in the usr home cpstst cfg directory of the TSP that specifies the characteristics of tones generated by the TSP A new item ITONE will be added to specify the characteristics of the Intrusion Tone 2 Provide a mechanism to specify whether the Intrusion Tone should be used or not A new Dialing Rules keyword INTRUSION will be added to the TSP The default is for Intrusion Tone is...

Page 192: ...njected into calls being monitored This includes both two party calls and conferences that are being monitored If a Monitor Barges In on a call the Intrusion Tone will cease while the Monitor is an active party in the conference Example UK Tone Freq1 Ampl1 Freq2 Ampl2 On Off DTONE 350 27 440 0 8000 0 BUSY 400 37 0 0 375 375 FBUSY 400 43 0 0 250 250 RING 400 37 450 0 4000 2000 ITONE 500 23 0 0 100 ...

Page 193: ...SP500 User Guide Version4 0 Page 10 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 10 TSP Lights This section includes the following The TSP Light Display ...

Page 194: ...ok Dark Blue Stations is off hook and on a call Table 10 2 Health of associated spans Light Health Description Span Status Green OK Red Error during initializa tion White Inactive Indicates current status of the span Red Alarm Red Span in Red Alarm White OK Lost synchronization Blue Alarm Blue Receiving AIS White OK Framed All Ones Sent by carrier or CSU to indicate a problem upstream Yellow Yello...

Page 195: ... proprietary to SER Solutions and is not for external use Chapter 11 Accessing Text To Speech This section addresses configuration necessary for reading Text To Speech mes sages on the TSP500 It includes the following Accessing Text To Speech Messages Mounting the External Drive ...

Page 196: ... external drive You would mount the external drive locally to the path home tts To ensure that the drive is always mounted you must insert an entry into the etc fstab file An example of the entry is IP Address directory path local directory path username name password password additional options 0 0 OR Host Name directory path local directory path username name password password additional options...

Page 197: ...the following 1 Login to the TSP500 as root 2 Edit the file containing filesystem information root tsp500 cd etc root tsp500 vi fstab 3 Insert the entry at the bottom of the file See examples above 4 Save the file 5 Ensure the external drive is not already mounted root tsp500 mount 6 If home tts is listed do the following root tsp500 umount home tts Otherwise proceed to the next step 7 Mount the e...

Page 198: ...Appendix 11 Accessing Text To Speech Page 11 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 199: ...nd proprietary to SER Solutions and is not for external use Chapter 12 Integrated Recording This section addresses configuration necessary for Integrated Recording It includes the following sections Introduction Components of Integrated Recording Integrated Recording Operation ...

Page 200: ...edback for example Another common use of Integrated Recording is sales validation The record ing can be archived and reviewed later if there was a dispute on a purchase or if there are inconsistencies in the order Recording of the Agent can continue even after the called party has discon nected Occasionally this may be necessary to comply with contractual or legal requirements that direct the Agen...

Page 201: ... to activate the RAM drive Recording Server To activate Integrated Recording you must mount SAMBA to a shared drive on a Recorder Server The Recorder Server is the server that will archive the completed recordings The Recorder Server will be referred to as the Rec Server in this document On Linux you would mount the shared drive using an entry in the fstab file in the etc directory This entry requ...

Page 202: ...ever Call IDs generated by the RRM process will not be synchronized with the Call IDs generated by CPS Enterprise Edi tion SRM This is because the RRM is tunneling through the CPS Enterprise Edition SIP and not interfacing with the CPS Enterprise Edition SRM pro cess To prevent conflicts with the Call ID generated by the SRM a fixed Call ID 10996 has been defined for exclusive use by the RRM Suppo...

Page 203: ... This Protocol C message contains a flag field that specifies five possible actions Start Recording Stop Recording Pause Recording Resume Recording Delete Recording Also included in the message is a unique key that will be used in generating file names for the recorded audio See Also Integrated Recording Operation on page 12 10 Integrated Recording Feature on page 4 5 ...

Page 204: ...he recording 7 The TSP allocates three buffers Each buffer is 32 000 bytes will hold 4 seconds worth of audio Every 4 seconds the TSP will receive a buffer full event The TSP will write the contents of the buffer to the audio snip pet file on the RAM disk When one minute s worth of audio has been written the snippet file is closed and a new one opened 8 The TSP will then send a M_MOVE_RECORDING co...

Page 205: ...tes remaining If this occurs the TSP will stop recording and reject any future recording requests until sufficient disk space has been restored To prevent oscillation recording will not resume until an additional ten percent has been made available 4 4 GBytes Monitors the availability of the RecServer Every five seconds Rec Watch checks to ensure it still has access to the shared directory EncImpo...

Page 206: ...Appendix 12 Integrated Recording Page 12 12 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 207: ...This document is confidential and proprietary to SER Solutions and is not for external use Appendix A Troubleshooting This section includes the following Common Questions CPSEE_TSP500 Hard Drive Diagnostic Enhanced Logging for Socket Connections ...

Page 208: ...If other means of connecting to the TSP is implemented these values may need to be adjusted These values represent the parameters for collecting DNIS and ANI information Inbound Digital Stations Although the TSP does not need DNIS informa tion when connecting Digital Stations the Trunk Control Protocol will go through the motions based in these parameters This gives us some control over how quickl...

Page 209: ... DNIS information The Caller ID verification feature will only work if the CAS line sends ANI informa tion Typically CAS lines send ANI and DNIS in the ani dnis format 6 What happens if no campaigns are configured with the Client ID that the Client logged in with The Client will be remain in the waiting state listening to music on hold until a Campaign is assigned the Client ID and the agent takes...

Page 210: ...0 Passed Id 12 Status 50 Advisory Online Value 100 Threshold 0 Passed Id 192 Status 50 Advisory Online Value 100 Threshold 0 Passed Id 193 Status 50 Advisory Online Value 98 Threshold 0 Passed Id 194 Status 34 Advisory Online Value 100 Threshold 0 Passed Id 195 Status 26 Advisory Online Value 100 Threshold 0 Passed Id 196 Status 50 Advisory Online Value 100 Threshold 0 Passed Id 197 Status 18 Advi...

Page 211: ...ons The CPSEE_TSP500 now logs when a socket connection closes Example tsp06 log 21 10 54 845 Closing Socket on fd 13 CTI tsp06 log 21 12 08 439 Closing Socket on fd 14 dumb1 Also if a second Call Manager or Gateway attempts to connect to the TSP a message will be logged including the IP Address of the duplicate connection Example tsp05 log 20 23 55 378 Duplicate Connection Attempted from 127 0 0 1...

Page 212: ...Appendix A Troubleshooting Page A 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use ...

Page 213: ...5 CAUSE 5 5 CFIG 5 5 cfig_data cnf 7 5 Client Monitoring For Outbound Remote 4 19 CLOCK 5 5 clock master 6 7 clock poll 6 7 CMD 5 6 Collect DTMF Digits 4 10 Commands List 5 3 load misc 4 27 Terminal 4 27 ComTask 5 19 CONF 5 6 Configuration Displaying 7 17 Download 7 20 Restore 7 20 Saving 7 18 Configuration Initialization Sample 7 22 Configuration tool 7 2 Accessing 7 9 Requirements 7 3 Configurat...

Page 214: ... 5 10 ISDN Editing the configuration 3 7 Modifying 3 6 Overview 3 6 Resetting 3 13 Sending user data 4 16 Viewing the configurations 3 12 ISDN Trace 3 16 IVR_TRUNKS 6 11 L Light display 10 2 LINKP 5 11 LLOOP 5 11 LOAD 5 11 local area code 6 11 local exchange 6 12 local_watt 6 12 locname 6 12 LOG 5 12 long_watt 6 12 M Main menu 3 3 max logsize 6 12 max trunk err 6 12 McbAvail 5 20 Mcblnuse 5 20 med...

Page 215: ...how dsp 5 29 show errors 5 30 show group 5 31 show monids 5 31 show ports 5 31 show stat 5 32 show switch 5 33 show trunks 5 33 Shut down TSP500 2 2 SILENCE_DB 5 35 SILENCE_TIME 5 35 Silent Coaching 4 18 SIMCAMP 5 35 SIMIN 5 35 SLINE 5 35 SLOTS 5 36 SPAN 5 37 SPSTUFF 5 38 SpyAvail 5 21 SpyInuse 5 21 Spylist 6 16 SRESET 5 38 Starting 2 4 From menu 2 4 Station Information 7 13 STATUS 5 38 Stinact 5 ...

Page 216: ...irst digit 3 19 trunk check time 6 17 trunk idle time 6 18 Trunk Storage 7 6 TrunkGroups 6 17 Trunks View file 3 17 trunks cnf 7 5 TSP Configuration directory structure 7 5 TSP Control 8 7 tsp cnf 7 5 TSP500 Background 1 4 TspLogger 8 2 Configuring 8 4 TspRelay 8 12 Ttry 5 22 TTS 11 2 TUT Files 4 13 U Unrestricted manual dial 4 23 User Data 4 16 V voice ansm length 6 18 Voice Detection parameters ...

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