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Template files

 

  2-3

 

Meridian IVR   VT100 Gateway Development Guide   Product release 2.0/I

 

Figure 2-1
Voice response system vs. terminal operator

 

The TRS requires two types of template files:

•

 

Action templates

 

, which describe the sequence of screens traversed in 

order to perform a specific transaction. 

•

 

Screen templates

 

, which validate each screen, define the fields on the 

screen that require data, and define all keystrokes required for the screen.

Figure 2-2 shows how screen templates relate to action templates.  

An operator follows this 
sequence to retrieve data:

1.

Starts the “accounting” 

application.

2.

Selects the “Accounts 

Receivable” menu option.

3.

Asks the caller for account 

information.

4.

Enters the caller’s account 

number.

5.

Reports the balance when 

the customer’s information 
appears on the screen.

A customer follows this sequence 
to retrieve data:

1.

Calls into the AP, activating a 

voice application.

2.

When prompted, selects the 

Accounts Receivable option from a 
menu prompt.

3.

When prompted, enters account 

information.  At this point, the appli-
cation sends a request for informa-
tion to TRS. TRS then executes the 
action template for this specific 
transaction.

4.

Hears the playback of 

requested information.

5.

Hangs up.

Содержание Meridian IVR VT100

Страница 1: ...IVR Meridian Mail ACCESS and Meridian 1 are trademarks of Northern Telecom VT100 DEC and VT420 are trademarks of Digital Equipment Corporation HP LaserJet and ThinkJet are trademarks of Hewlett Packa...

Страница 2: ...iii Meridian IVR VT100 Gateway Development Guide Product release 2 0 I Publication history February 1996 This document is the first standard issue for Meridian IVR release 2 0 I...

Страница 3: ...teway software 1 4 Chapter 2 Template files 2 1 Determining the required transactions 2 1 Action templates 2 5 Action template syntax 2 6 Screen templates 2 13 Initial action templates 2 26 Chapter 3...

Страница 4: ...nting application 2 7 Figure 2 5 Reset action template sequence sample 2 9 Figure 2 6 Reset action template sample 2 10 Figure 2 7 Logout action flow 2 11 Figure 2 8 Logout action template sample 2 12...

Страница 5: ...ay from a COMI cell 4 2 Figure 4 3 COMI cell parameter window 4 3 Figure 4 4 COMO cell parameter window 4 7 Figure 4 5 COMO cell 4 9 Figure 4 6 COMA cell in the CLEANUP branch of a START cell 4 10 Fig...

Страница 6: ...oice applications with Meridian IVR 2 0 I You should also be familiar with the UNIX operating system and the vi text editor or another text editor installed on your application processor How to use th...

Страница 7: ...out this guide several typographic conventions have been used to highlight certain types of information Items that are part of the Meridian IVR 2 0 I screens appear in quotes for example Function Code...

Страница 8: ...criptions of the Meridian IVR 2 0 I VT100 Gateway software a description of the TRS configuration a brief glossary of terms used in this guide The VT100 terminal The VT100 terminal developed by the Di...

Страница 9: ...s and workstations The standard VT100 terminal has a 24x80 character display and can be accessed non sequentially This means the terminal can access text anywhere on the screen This allows you to dele...

Страница 10: ...00 Gateway product can control multiple simultaneous sessions with the host computer The Meridian IVR 2 0 I VT100 Gateway product allows a Meridian IVR 2 0 I application to establish sessions with a h...

Страница 11: ...connected to Meridian Mail be connected to one or more host computers via an asynchronous connection have enough serial ports to provide enough terminal connections one digiBoard with 8 ports per card...

Страница 12: ...n passes them on to the host A COMO cell retrieves the information sent to the TRS process by the host and then ends the transaction A COMA cell aborts the host transaction in the case of a hang up or...

Страница 13: ...handling one active line at a time single threaded mode Therefore you should add a loop to applications that interact with the TRS so that customers who call at peak hours are informed on the status...

Страница 14: ...transaction Create the screen template files that define the sequence of fields encountered on each screen Note If you make backups of your template files do not store them in the u ivr 3270 director...

Страница 15: ...e files provide the layout and content of each screen in the host application as the terminal operator sees them Figure 2 1 compares a transaction done by a terminal operator to one done by a customer...

Страница 16: ...An operator follows this sequence to retrieve data 1 Starts the accounting application 2 Selects the Accounts Receivable menu option 3 Asks the caller for account information 4 Enters the caller s ac...

Страница 17: ...sy to tell when host transmission ends because the operator s requested information appears on the screen From the TRS s perspective there is nothing inherent in the VT100 protocol to provide notifica...

Страница 18: ...t the terminal operator traverses A separate action template defines each transaction In the example shown in Figure 2 1 if you want to select a menu option other than Accounts Receivable you would de...

Страница 19: ...n template syntax The lines depicted as represent additional screen templates used in the transaction Each screen template corresponds to a specific host application screen which appears on the termin...

Страница 20: ...ning lines identify the sequence of screens accrec acctno and customer the TRS must traverse to retrieve the customer billing information These screens are listed in the order that they must be access...

Страница 21: ...u must create a trs conf file that assigns TRS session numbers to the application on the host computer the trs conf file is described in Chapter 3 Choose a name for the host computer application name...

Страница 22: ...t section is executed If the transaction succeeds and there is no reset action template specified the host computer application remains at the screen where the transaction ended When you create a rese...

Страница 23: ...he logout action template is not executed The TRS uses the logout action template to return the failed transaction to the initial screen usually a login screen After it successfully executes the logou...

Страница 24: ...ion would also experience errors because the screen where the session remained would not be the expected starting screen unless the transaction can start from any screen When you create a logout actio...

Страница 25: ...r consecutive Meridian IVR 2 0 I transactions This type of session is not released when the transaction is finished To exit manual mode you must execute a COMA cell in the Meridian IVR 2 0 I applicati...

Страница 26: ...een templates that issue the system commands to start the application usually as part of the initial action template and then screen templates that make menu selections and enter or retrieve data from...

Страница 27: ...field If the Return key is pressed the application starts and the screen is replaced by the application screen A sample application screen showing fields is shown in Figure 2 10 Here the customer s n...

Страница 28: ...Meridian IVR 2 0 I u ivr 3270 directory and must have the file name extension scn For example if you created a screen template called customer scn it would have these paths u ivr 3270 customer scn For...

Страница 29: ...depicted as represent additional field descriptor lines The example in Figure 2 12 illustrates a screen template file that obtains the balance from the screen shown in Figure 2 10 comment screen name...

Страница 30: ...tag The fourth line is the field descriptor that describes an action to take This field descriptor is going to find an exact match to Balance and place the contents of the field into a buffer The fie...

Страница 31: ...ffset in only two cases To indicate that you do not want to validate this screen you would also need to enter a hyphen as the validation tag You should only ignore the identity of a screen if you want...

Страница 32: ...t cursor location to be able to validate that screen Enter a hyphen for the validation tag to indicate that you do not want to validate this screen you would also need to enter 0 0 as the validation t...

Страница 33: ...host screen this entry locates the field on the screen If you know the exact location of the field the TRS is reading from you can enter it in row column format If you do not know the exact location...

Страница 34: ...that the field is at the current cursor position When entering the field name keep in mind that the TRS process right justifies all field names and removes all extra white space If the transaction fai...

Страница 35: ...the TRS process you need to store the data in an output buffer Entry Description Inputs the contents of the next input buffer transmitted from the Meridian IVR 2 0 I application into the field and us...

Страница 36: ...tput buffers of a COMO cell Chapter 4 describes how to use Meridian IVR 2 0 I cells to retrieve data from the host computer key descriptor Identifies a key to be used with the screen To send informati...

Страница 37: ...t line As with field descriptor lines the entries on this line must be separated by white space or tab characters ATTENTION FORWARDWORD PF11 BACKSPACE HOME PF12 BACKTAB INSERTCHAR PF13 BACKWORD NEWLIN...

Страница 38: ...he transaction waits at any point where you place a sleep descriptor Usually a sleep descriptor is placed after a key descriptor to indicate that the session should wait for a specified amount of time...

Страница 39: ...ch terminal session by defining initial action templates Initial action templates are action templates that specify a sequence of screen templates that position the terminal session at the desired loc...

Страница 40: ...0 Gateway has been installed and configured correctly and that the screen and action templates have the appropriate syntax Start IVR 2 0 I on the application processor The TRS process is automatically...

Страница 41: ...host screen it allows the transaction to continue The TRS searches each host screen for one of the keywords in screen conf When it finds the keyword on the host screen it then searches for the end of...

Страница 42: ...gin string optional The TRS uses this string to determine the beginning of the screen The begin string should be the first character or string on the screen If it contains a space or a colon then plac...

Страница 43: ...nd string the TRS continues the transaction If your host application screens do not have enough unique keywords or if the application demonstrates unpredictable screen behavior then you have difficult...

Страница 44: ...ou assign the session The name entered here is the same name you enter in the action templates that are executed by the IVR 2 0 I application board number The board number entry must be 0 This entry i...

Страница 45: ...e follows the same format described earlier for action templates The screen templates specified by the initial action template must also be created The screen template for a login screen or the login...

Страница 46: ...x as the action templates described earlier in this chapter and usually only specifies a single screen template That screen template is usually the last screen specified in the initial action template...

Страница 47: ...r only the accounting application Figure 3 5 trs conf file for accounting application The trs conf file as shown in Figure 3 5 relates to the initial action template shown in Figure 3 9 Setting up the...

Страница 48: ...oduct release 2 0 I Figure 3 6 vt100 ctl file syntax Figure 3 7 shows a vt100 ctl file based on the example trs conf file in Figure 3 5 Figure 3 7 vt100 ctl file for accounting application session num...

Страница 49: ...le name You can set all necessary operating modes e g baud rate representation parameters flow control etc in the com conf file discussed in the next section terminal type The terminal type entry defi...

Страница 50: ...to stop host output by sending ASCII DC3 and restart host output by sending ASCII DC1 IXON prevents input queue overflow IXOFF IXOFF requests that the host send start stop characters when the input q...

Страница 51: ...odd CSTOPB CSTOPB select 1 stop bit per character If CSTOPB is not specified then there are 2 stop bits per character DIAL_UP Enter DIAL_UP in the com conf file if IVR 2 0 I is going to access the ho...

Страница 52: ...action template chooses the Accounts Receivable option from the application s menu and retrieves a customer s balance The reset action template returns to the application s menu screen and waits for...

Страница 53: ...lename acctlog1 scn acctlog1 1 1 login 0 0 vad 0 0 ENTER 0 0 quality 0 0 ENTER 0 0 3 screen template that starts the accounting application filename acctlog2 acctlog2 0 0 ULTRIX 0 0 acct 0 0 ENTER 0 0...

Страница 54: ...reen templates use 0 0 as the row column location and a hyphen for the field tag to indicate that all text will be entered at the current cursor position This method is used because the login prompt a...

Страница 55: ...late for the acctinit initial action template filename clinit act clinit accounting clrmenu logout screen template to exit the accounting application filename clrmenu scn clrmenu 1 20 ACME Accounting...

Страница 56: ...ate its screen templates and the corresponding host computer screens that perform the following functions choose the Accounts Receivable option from the application s menu enter on the line that pops...

Страница 57: ...Rec menu acctno enters account number customer retrieves balance ACME Accounting 1 Accounts Receivable 2 Accounts Payable 3 Reports 4 Inventory 5 Exit Enter menu selection 1 Enter account number ACME...

Страница 58: ...verifies that the menu screen has returned but it performs no function Figure 3 13 shows the logout action template and its accompanying screen templates that return the host computer to the login scr...

Страница 59: ...screen template and the following screen templates screen template to clear customer info screen filename clrcust scn clrcust 1 1 Account Number 0 0 4 0 0 ENTER logout action template for the getbala...

Страница 60: ...cate with the host computer using the accounting application developed in the previous chapters as an example Using the COMI COMO and COMA cells to access the host computer With IVR 2 0 I the links be...

Страница 61: ...call flow At the point in the call flow where you require interaction with the host computer insert a COMI cell Insert a COMO cell to receive the output from the TRS transaction You must always follow...

Страница 62: ...IVR 2 0 I call flow interface 4 3 Meridian IVR VT100 Gateway Development Guide Product release 2 0 I Figure 4 3 COMI cell parameter window start getbalance transaction...

Страница 63: ...Call Audit Information When you enable Call Auditing the Call Auditing process logs the contents of this buffer to the audit_stat d file The default setting is DIGITS COMI action template Enter the n...

Страница 64: ...ers the inherent wait time is a minimum of 50 seconds Therefore the time out value should be greater than 50 seconds COMI cell buffer count You do not need to enter a value in this field as IVR 2 0 I...

Страница 65: ...mation You must place a COMO cell directly after the COMI cell to complete the transaction even if the host computer is not sending any data to any output buffers The TRS process sends verification th...

Страница 66: ...oduct release 2 0 I Figure 4 4 COMO cell parameter window The following sections describe what you should enter in each area of the parameter window COMO cell name The cell name shown in Figure 4 4 is...

Страница 67: ...before it continues through the IVR 2 0 I application following the END OF DATA or MORE DATA branch only one of these cells should have a branch If you select No the COMO cell receives a status code f...

Страница 68: ...anch of the previous COMO cell COMO cell branches As shown in Figure 4 5 on page 4 9 the COMO cell has several branches Figure 4 5 COMO cell Table 4 1 describes each branch of the COMO cell l Table 4...

Страница 69: ...n the middle of a transaction See Figure 4 6 If you selected manual mode in the application template use the COMA cell to abort a transaction in progress and release the session see Chapter 2 Figure 4...

Страница 70: ...pplication uses the action and screen templates created in Chapter 3 A caller activates this example application by pressing 1 after hearing the prompt played by the MENU cell A separate action templa...

Страница 71: ...0 I application accessing the TRS process from the COMI COMO cells Prior to the execution of this application the initial action template is executed when IVR 2 0 I is started on the application proce...

Страница 72: ...nt update Cell 4 When the caller presses 1 on the telephone the COMI cell starts the transaction According to the COMI cell parameters in Figure 4 3 the action template specified in the COMI cell para...

Страница 73: ...ell parameters relate to the screens defined on the host computer This transaction uses an action template getbalance to call three screen templates one to choose the Accounts Receivable menu one to e...

Страница 74: ...nting 24 26 1 0 0 ENTER Account Number Customer Address 845 23 87 Jane K Smith 19 Alpha Road Chelmsford MA 01824 Options 1 Print invoice 2 Enter payment 3 Enter purchase 4 Exit Enter menu selection Fr...

Страница 75: ...onfiguration file trs conf Action to take Syntax error in trs conf under 3270 directory revise it ERR Failed to startup VT100 Server Meaning TRS was unable to reset the vt100 system Action to take Che...

Страница 76: ...ax errors and that they are readable text files ERR Order_templates Meaning The screen templates referenced in the action templates were not found Action to take Create the appropriate screen template...

Страница 77: ...o allocate memory for the process structure for board xx session xx Action to take Contact your Nortel service representative ERR Unable to create Board Object Instance Meaning TRS was unable to alloc...

Страница 78: ...ngth string Action to take Check the COMI or USER cell used to start an transaction to make sure it contains an action template name ERR CH xx ERR Invalid action name xxx Meaning The action template n...

Страница 79: ...tact your Nortel service representative ERR CH xx BD xxx SS xxx Read_input ERR copy PS Meaning TRS was unable to copy the presentation space Action to take TRS will try again If this message continues...

Страница 80: ...e TRS was waiting for other processes to initialize Action to take Contact your Nortel service representative ERR Initialize 3270 Controller software Meaning 3270 initialization failure Action to take...

Страница 81: ...ess receives a message indicating that TRS server is exiting Action to take If the TRS running in server mode was brought down this is a normal message ERR Received a Service Free Message Meaning IVR...

Страница 82: ...communication board is not downloaded correctly The TRS assumes that it is running in envoy mode and then complains that the trs node file does not exist In this case make sure the communication board...

Страница 83: ...ion space Action to take Contact your Nortel service representative ERR Write_to_screen Writing of input xx failed Meaning TRS failed to write to the presentation space Action to take Check if an atte...

Страница 84: ...COMI cell s even though no output from the host is expected The COMO cell s will retrieve a status indicating whether the transaction has been successful or not ERR Create_transaction_instance Unable...

Страница 85: ...R No Application field in trs conf Meaning Application name is not defined in trs conf Action to take Revise trs conf so that it contains the application name before the ERR An invalid entry in the tr...

Страница 86: ...Action to take Revise the trs conf file so that the protocol is either 3270 or vt100 ERR Invalid entry non numeric Meaning A non numeric symbol occurred in the board number or session number field of...

Страница 87: ...in trs conf file was outside the valid range Action to take Revise the board field of trs conf file ERR Couldn t create appl object Meaning TRS was unable to allocate memory for the application insta...

Страница 88: ...ion Number xx specified in 3270 lubuf dat Meaning The lubuf dat file contains an invalid session number Action to take Check the lubuf dat file ERR In 3270 lubuf dat BD xx SS xxx not defined in trs co...

Страница 89: ...e the lu_buf2 field in the lubuf dat file so that the length does not exceed xx ERR Unable to open screen file xx Meaning TRS was unable to open the screen file xx Action to take Screen file was missi...

Страница 90: ...defined in the screen template file Action to take Revise the screen template file and make sure there is a comma between row and column ERR Parse string xx of screen xxx Meaning Syntax error in scree...

Страница 91: ...ntax error in the header section of the action template file Action to take Check the syntax of the header section of the action template file ERR Read screen name from action file xx Meaning The scre...

Страница 92: ...ction to take Create the appropriate action template file ERR Unable to open Information Logger Meaning TRS was unable to open trs log file Action to take Check the permissions of the trs log file ERR...

Страница 93: ...s IVR applications Application processor A computer or workstation running IVR Asynchronous transmission Data transmission mode where each character is transmitted independently by using a start bit a...

Страница 94: ...rams written for one computer to be run on another Host Computer A networked computer that provides applications and services to other networked computers The VT100 Gateway product sends information t...

Страница 95: ...a set of action and screen template files when executed by the TRS TRS Terminal Resource Server IVR process that manages the assignment of available VT100 terminal resources on the application process...

Страница 96: ......

Страница 97: ...ocumentation 522 University Avenue 14th Floor Toronto Ontario Canada M5G 1W7 1996 Northern Telecom All rights reserved Publication number 555 9001 316 Product release 2 0 I Document release Standard 1...

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