Avaya CPSEE_TSP500 - Manual

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-3 This document is confidential and proprietary to SER Solutions and is not for external use. Document Conventions This guide uses the following conventions. Any screen fields, buttons, tabs, or other controls that you can manipulate are ...

Chapter 1 Overview Page 1-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Introduction to the CPSEE_TSP500 The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and infor...

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-5 This document is confidential and proprietary to SER Solutions and is not for external use. CPS_TSP500 System and Upgrades CPS_TSP500 consists of three major components including the CPS_TSP500 Application software, NMS drivers and the ...

Chapter 1 Overview Page 1-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. System Capacity The CPS_TSP500 System uses telephony cards, supplied by NMS (Natural Micro Systems), for domestic and international configuratio...

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-7 This document is confidential and proprietary to SER Solutions and is not for external use. The CPS_TSP500 Telephony Cards Standard telephony cards for the CPS_TSP500 include three models. Table 1-2: TSP500 Telephony Cards Model Name De...

Chapter 1 Overview Page 1-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. TSP System Connections Monitor and Keyboard Connections Connect a standard 102 key PC keyboard to the connector on the rear of the CPU Card. Con...

CPSEE_TSP500 User Guide Version 4.0 Page 2-1 This document is confidential and 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_...

Chapter 2 TSP User Procedures Page 2-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to 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 “tspshutdow...

Chapter 2 TSP User Procedures CPSEE_TSP500 User Guide Version 4.0 Page 2-3 This document is confidential and proprietary to SER Solutions and is not for external use. Rebooting the CPSEE_TSP500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following: 1. Login to “tspreboot” ( passw...

Chapter 2 TSP User Procedures Page 2-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Starting and Stopping The CPSEE_TSP500 Starting The TSP From The menu From the TSP User Interface, 1. Select “Admin_Terminal”2. If TS...

Chapter 2 TSP User Procedures CPSEE_TSP500 User Guide Version 4.0 Page 2-5 This document is confidential and proprietary to SER Solutions and is not for external use. Auto Booting the TSP The TSP can be started using the pick and choose menu system of the TSP. However, it may be more useful to have ...

Chapter 2 TSP User Procedures Page 2-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Setting the Time/Date on the TSP Using “date” to set the time while the TSP is running is dangerous. It could ruin system files and i...

CPSEE_TSP500 User Guide Version 4.0 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

Chapter 3 Starting/Configuring TSP500 Page 3-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER 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 performin...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-3 This document is confidential and proprietary to SER Solutions and is not for external use. The Main Menu The Main Menu has the following options: • Quit • Activate_TSP • Admin_Terminal • Configuration • Simulated_TSP...

Chapter 3 Starting/Configuring TSP500 Page 3-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Admin Terminal Once the TSP is running, you can access the Admin Terminal (dumb termi-nal) by selecting the Admin_Terminal it...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-5 This document is confidential and proprietary to SER Solutions and is not for external use. The TSP Configuration Menu The TSP Configuration Menu has selections for each TSP500 configuration file. Pressing Esc will br...

Chapter 3 Starting/Configuring TSP500 Page 3-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Modifying the ISDN Configuration Overview The ISDN Configuration tool permits the configuration of each ISDN span. The tool c...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-7 This document is confidential and proprietary to SER Solutions and is not for external use. . Editing the ISDN Configuration To use the ISDN configuration tool you must first select the trunk spans that you want to co...

Chapter 3 Starting/Configuring TSP500 Page 3-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The ISDN Configuration has two different types of configuration variables: • Static configurations that can changed but will ...

Chapter 3 Starting/Configuring TSP500 Page 3-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Consult carrier for calling name and proper configuration. View ISDN Configurations The View ISDN Configurations screen disp...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-13 This document is confidential and proprietary to SER Solutions and is not for external use. Reset ISDN Configuration Reset ISDN Configuration will reset the selected span(s) to default settings. Configuring the Syslo...

Chapter 3 Starting/Configuring TSP500 Page 3-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions 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...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide 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...

Chapter 3 Starting/Configuring 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.

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-17 This document is confidential and proprietary to SER Solutions and is not for external use. View the Trunks File Trunk Protocol You must assign a specific “Protocol” name to each trunk span. Currently supported proto...

Chapter 3 Starting/Configuring TSP500 Page 3-18 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Trunk Type The “Type” field indicates whether this span is used as a normal span con-nected to the network (T), as a normal ...

Chapter 3 Starting/Configuring TSP500 CPSEE_TSP500 User Guide Version 4.0 Page 3-19 This document is confidential and proprietary to SER Solutions and is not for external use. Trunk Wait for First Digit The “Wait1stDig” field indicates number of milliseconds to wait for the first digit to arrive on ...

CPSEE_TSP500 User Guide Version 4.0 Page 4-1 This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements This section includes a list of features and enhancements and their descriptions. It includes the following: • Introduction • R...

Chapter 4 Features and Enhancements Page 4-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Introduction The TSP500 Call Processing System is a comprehensive system that com-bines predictive dialing with voice recogniti...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-3 This document is confidential and proprietary to SER Solutions and is not for external use. Restarting Protocols Occasionally, it may be necessary to restart the telephony protocol on a spe-cific trunk channel. You can ...

Chapter 4 Features and Enhancements Page 4-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Graceful Campaign Close The option flag “ Let Dials Complete On Campaign Close ” has been added to the Enterprise Edition TSP. ...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-5 This document is confidential and proprietary to SER Solutions and is not for external use. Integrated Recording Feature Integrated Recording is a software solution for recording Agent conversations with contacts and/or...

Chapter 4 Features and Enhancements Page 4-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Agentless Campaign - Feature The campaign mode called “Agentless” dials on behalf of campaigns without live agents. Non-answere...

Chapter 4 Features and Enhancements Page 4-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Caller ID Name - Feature You can specify Caller ID name on a dial-by-dial or global basis on the TSP. Under control of the ISDN...

Chapter 4 Features and Enhancements Page 4-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Collect DTMF Digits - Feature The capability to collect Dual-Tone MultiFrequency (DTMF) digits from the customer is available....

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-11 This document is confidential and proprietary to SER Solutions and is not for external use. Personnel Ring Back - Feature Cell Phone companies in Europe and the Far East are beginning to offer a ser-vice in which a cal...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-13 This document is confidential and proprietary to SER Solutions and is not for external use. Trunk Features and Enhancements New Trunk Utilization files - Feature A new method of capturing trunk utilization history has ...

Chapter 4 Features and Enhancements Page 4-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. D Nth minute of the day. E Average Number of In Service Predictive Trunks during that minute F Percent of Predictive Trunks av...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-15 This document is confidential and proprietary to SER Solutions and is not for external use. Billing Codes - Feature Billing Digits are pulsed out to the participating carriers to provide a mecha-nism of categorizing cu...

Chapter 4 Features and Enhancements Page 4-16 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. User Data Features and Enhancements Sending User Data over ISDN - Feature Added the ability for the Adjunct to send User Data ...

Chapter 4 Features and Enhancements CPSEE_TSP500 User 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 lis...

Chapter 4 Features and Enhancements Page 4-18 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Monitoring Features and Enhancements Silent Coaching - Feature Silent Coaching is the ability for a supervisor to talk to an A...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-19 This document is confidential and proprietary to SER Solutions and is not for external use. • Client Monitors can perform Silent Coaching. The agent will hear both the Supervisor and Client. • Silent Coaching spans ind...

Chapter 4 Features and Enhancements Page 4-22 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. assigned. • The Admin Terminal command “ spstuff " displays “Monitor has Assigned Station List”, if a monitor has been res...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-23 This document is confidential and proprietary to SER Solutions and is not for external use. Dialing Features and Enhancements Unrestricted Manual Dial - Feature A TSP limitation of Manual Dialing in the USA is that the...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-25 This document is confidential and proprietary to SER Solutions and is not for external use. Answering Machine Enhancements Detecting Beeps on Answering Machines - Feature The method used to detect answering machine bee...

Chapter 4 Features and Enhancements CPSEE_TSP500 User Guide Version 4.0 Page 4-27 This document is confidential and proprietary to SER Solutions and is not for external use. New Commands New Dumb Terminal Commands - Feature load misc A new option has been added to the “load” command. The “misc” opti...

CPSEE_TSP500 User Guide Version 4.0 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

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-3 This document is confidential and proprietary to SER Solutions and is not for external use. List of Commands BUG This is a diagnostic command that turns on tracing for selected components of the TSP. Typing bug by itself ...

Chapter 5 Admin Terminal Commands Page 5-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. CALL Displays the ISDN parameters defined for the specified span . Syntax: call <span #> CAPTURE Allows recording of raw au...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-5 This document is confidential and proprietary to SER Solutions and is not for external use. Syntax: capture <file name> <Matrix Number (in hex)> CAPTURE_TNUM Automatically records the call progress (audio) of ...

Chapter 5 Admin Terminal Commands Page 5-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Syntax: clock [-s -u] The “-s” switch displays the current clock status. If no switch is supplied, the “-s” switch is assumed. Th...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-7 This document is confidential and proprietary to SER Solutions and is not for external use. CRATE Sets the simulated connect rate. Only affects the Simulated TSP. DIAL Performs an unclassified dial by dialing the number g...

Chapter 5 Admin Terminal Commands Page 5-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The above command disables DSP 122 in the 1st example. and DSPs 14 through 43 in the 2nd example. These DSP numbers are associate...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-9 This document is confidential and proprietary to SER Solutions and is not for external use. HTRUNK (ht) Forces a Far End Hang-up condition. This command should NEVER be used on a live system. It is intended for engineerin...

Chapter 5 Admin Terminal Commands Page 5-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. IPSTATS This command displays the number of IP Addresses that have been registered to receive TSP Lights and of those the number...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-11 This document is confidential and proprietary to SER Solutions and is not for external use. LICENSE (lic) Displays current licensed inventory and features. Syntax: license LINKP Establishes a connection between any two d...

Chapter 5 Admin Terminal Commands Page 5-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. LOG Toggles logging on and off. TSP maintains a log file located in the log directory. Example: /usr/home/cpstsp/cps01/log All e...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-13 This document is confidential and proprietary to SER Solutions and is not for external use. Notes 1. Decibel changes are remembered and will survive a reboot. 2. The Admin Terminal “ dial ” command has been modified to a...

Chapter 5 Admin Terminal Commands Page 5-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Testing Music On Hold 1. Disable trunk 1. disable 1 2. Enable Music-On-Hold. music on 3. Launch a test dial to yourself – when y...

Chapter 5 Admin Terminal Commands Page 5-16 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. PARK Connects a device to silence. A device can be a trunk, station, or DSP. Syntax: park <Matrix Number> PLAY Plays the s...

Chapter 5 Admin Terminal Commands Page 5-18 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. PREP This command checks the state of the specified trunk. If a trunk is deter-mined to be out-of-service, it is placed on a que...

Chapter 5 Admin Terminal Commands Page 5-22 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. TnAvail Holds the available Telephone Number Blocks. The TSP is initialized with 4000 such blocks. Every telephone number that a...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-23 This document is confidential and proprietary to SER Solutions and is not for external use. QPORT (qp) This command will display all Encore Voice Messages currently playing, and the Stations or Trunks that are listening ...

Chapter 5 Admin Terminal Commands Page 5-24 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. RecBits = 0e 0 Recording Required 1 0 = Move File. 1 = Concatenate File. 1 Record 1 Minute Snipits 1 Use Closing Threads 0 Use V...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-25 This document is confidential and proprietary to SER Solutions and is not for external use. RECSTATE This command display information about the state of the recording compo-nents. Example Enter Command-> recstate RecC...

Chapter 5 Admin Terminal Commands Page 5-26 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. RecControlCnt The Number of ‘control” messages received from the Recording Manage-ment Module RRM RECORD (rec) Records the speci...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-27 This document is confidential and proprietary to SER Solutions and is not for external use. SHOW (sho) This command displays information on a variety of components. This command may be entered with the clear stats switch...

Chapter 5 Admin Terminal Commands Page 5-28 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Example: show camp –a Displays Campaign related information plus algorithm stats show cause Displays Campaign related informatio...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-29 This document is confidential and proprietary to SER Solutions and is not for external use. show cmon This command will display any active Client Monitors in the TSP. It will show: • The Client ID – The Client ID the Cli...

Chapter 5 Admin Terminal Commands Page 5-30 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. show errors Displays various error counts, and some statistics. Table 5-17: show dstation. Command Description DS# Digital Stati...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-31 This document is confidential and proprietary to SER Solutions and is not for external use. show group Displays the Trunk Numbers assigned to each Trunk Group. show monids From the AdminTerminal, you can display the curr...

Chapter 5 Admin Terminal Commands Page 5-32 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. show stat Displays a variety of information on Stations. This command can be entered with the rotate through switch (-r). In the...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-33 This document is confidential and proprietary to SER Solutions and is not for external use. 18 inb 306 [0262]* OFF 2 Parked[7fff] waitque 0 . 19 inb 307 [0264]* OFF 2 Parked[7fff] connque 0 . 20 inb 308 [0266]* OFF 2 Par...

Chapter 5 Admin Terminal Commands Page 5-34 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Displays a variety of information on Trunks. This command can be entered with the “clear stats” switch (-c), or the “rotate thro...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-35 This document is confidential and proprietary to SER Solutions and is not for external use. SILENCE_DB Sets and/or displays the current after-voice silence decibel level to be used during call progress analysis in order ...

Chapter 5 Admin Terminal Commands Page 5-36 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. sline <station number> [Station Number] SLOTS (sl) The slots command displays information on a trunk card basis. A trunk c...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-37 This document is confidential and proprietary to SER Solutions and is not for external use. At the end for each line may appear a R_LOOP or L_LOOP if the span is in some form of loopback mode. SPAN This command is used t...

Chapter 5 Admin Terminal Commands Page 5-38 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Examples : span 34 m Place span 34 in maintenance mode. span 34 o Place layer 2 for span 34 “out-of-service.” span 34 i Place la...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-39 This document is confidential and proprietary to SER Solutions and is not for external use. SYSLOG The syslog command is similar to the install or options command because it allows setting hexadecimal bits to control wha...

Chapter 5 Admin Terminal Commands Page 5-40 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. 1 Emergency1 Alert1 Critical1 Error 1 Warning1 Notice1 Information0 Debug 0000 01 Send Manual Dial Info to TspLogger0 Allow ALL ...

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-41 This document is confidential and proprietary to SER Solutions and is not for external use. sages (indicating the various states trunk has entered) will be displayed. If a Station Number is entered then the received audi...

Chapter 5 Admin Terminal Commands Page 5-42 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The options (m,i,and o) are for ISDN lines only, and may not be supported on all protocol variants. Examples : tr 34 Display inf...

Chapter 5 Admin Terminal Commands Page 5-44 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. VOICE_NOISE Allows changing the noise level. The default is 81920. To set the value per-manently, use the VOICE_NOISE_LEVEL keyw...

CPSEE_TSP500 User Guide Version 4.0 Page 6-1 This document is confidential and 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 • tru...

Chapter 6 Trunk Spans and Dialing Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-5 This document is confidential and proprietary to SER Solutions and is not for external use. Building Dialing Rules Tutorial The tsp.cnf file is accessible through the Configuration item in the TSP menu. Selecting th...

Chapter 6 Trunk Spans and Dialing Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-7 This document is confidential and proprietary to SER Solutions and is not for external use. AUTO_LOG If non-zero, it instructs the TSP to automatically log events. The value is the decimal equivalent of the hexadeci...

Chapter 6 Trunk Spans and Dialing Rules Page 6-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. This keyword is reserved for Engineering and should NEVER be modified unless instructed to do so by Engineering. The defau...

Chapter 6 Trunk Spans and Dialing Rules Page 6-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Specifies other area codes that have telephone numbers local to you. LOCAL_EXCHANGE_0 through LOCAL_EXCHANGE_31 Associated...

Chapter 6 Trunk Spans and Dialing Rules Page 6-16 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The character “n” is kept for backward compatibility, and equates to a one second pause. SPYLIST This keyword specified a ...

Chapter 6 Trunk Spans and Dialing Rules Page 6-18 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Trunks can be entered either as individual numbers, or ranges. Example TRUNK_GROUP_1 3 5 17-29 TRUNK_IDLE_TIME This keywor...

Chapter 6 Trunk Spans and Dialing Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-19 This document is confidential and proprietary to SER Solutions and is not for external use. machine. The default is 2200 milliseconds (2.2 seconds), and should not be changed unless advised to do so by Engineering....

CPSEE_TSP500 User Guide Version 4.0 Page 7-1 This document is confidential and proprietary to SER Solutions and 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 • Conf...

Chapter 7 The TSP Configuration Tool Page 7-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Configuration Tool Overview The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniq...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-3 This document is confidential and proprietary to SER Solutions and is not for external use. Using the Configuration Tool Requirements • You have a CPSEE_TSP500 switch running version CPS_TSP500.01.028 or higher. Audien...

Chapter 7 The TSP Configuration Tool Page 7-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Configuration Files NMS Directory Structure The “cg” branch of the structure contains the necessary files for the CG type card...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-5 This document is confidential and proprietary to SER Solutions and is not for external use. DSPs assigned for a card in this file must match the DSPs assigned for con-ferencing in the card’s “cg<slot>.cfg” file. ...

Chapter 7 The TSP Configuration Tool Page 7-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Trunk Protocol Selection and Storage Information The available ISDN Protocol Variants are listed in Table 7-1. The NMS Variant...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-7 This document is confidential and proprietary to SER Solutions and is not for external use. Line Codes The available Line Codes are listed in Table 7-3. The available Line Codes available vary with T1 and E1 Lines. Fra...

Chapter 7 The TSP Configuration Tool Page 7-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external 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 de...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-9 This document is confidential and proprietary to SER Solutions and is not for external use. Configuring the System The first thing that must be done is the initialization of the system configura-tion. Without doing thi...

Chapter 7 The TSP Configuration Tool Page 7-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Boards Depending on the board, it will say CG_6565 or CG_6500. If Yes, If no, asks if youwant to configue for a 650 instead? ...

Chapter 7 The TSP Configuration Tool Page 7-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. . If a 6565 this is what you will see: Trunk Information The list of available ISDN Protocols is dependent on the usage of T1...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-13 This document is confidential and proprietary to SER Solutions and is not for external use. 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 displ...

Chapter 7 The TSP Configuration Tool Page 7-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The CAS Groups represent the number of digital stations running a particular CAS Protocol. The “N” indicates that there is no...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-17 This document is confidential and proprietary to SER Solutions and is not for external use. The list of available CAS Line Codes is dependent on the usage of T1 or E1 Lines. Refer to Table 7-3 for the actual list disp...

Chapter 7 The TSP Configuration Tool Page 7-18 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The “D” next to the trunk span number indicates that this is a Digital Station trunk span. Displaying Card Layout When the to...

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-19 This document is confidential and proprietary to SER Solutions and is not for external use. Initialize Configuration Option The “Initialize Configuration“ option will always prompt you to save a set of configuration f...

Chapter 7 The TSP Configuration Tool Page 7-20 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. If you answered “y” to the question about overwriting the current configura-tion files, a backup copy of the current set of c...

Chapter 7 The 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

Chapter 7 The TSP Configuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-25 This document is confidential and proprietary to SER Solutions and is not for external use. The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: Since multiple ISDN Protocols can run on the same card,...

Chapter 7 The TSP Configuration Tool Page 7-28 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 Modification This chapter contains a sample for modifying a system configuration In this example, the...

Chapter 7 The TSP Configuration Tool Page 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.

CPSEE_TSP500 User Guide Version 4.0 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

Chapter 8 TSPLogger Page 8-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Overview CPSEE_TSP500 has the capability to log specified messages and events to a centralized logger. When there are multiple TSPs, it is desi...

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-3 This document is confidential and proprietary to SER Solutions and is not for external use. Description Activating the TspLogger is accomplished by assigning the IP address of the PC running the syslogger. The configuration file for th...

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-7 This document is confidential and proprietary to SER Solutions and is not for external use. TSP Control The TSP will have some control over the messages that are sent to the TspLogger. It is by the “syslog” command in the AdminTerminal...

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-9 This document is confidential and proprietary to SER Solutions and is not for external use. Events The following lists the currently defined events. Others may be added or existing ones modified as necessary. [TSP NAME] TSP Initializin...

Chapter 8 TSPLogger Page 8-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. TspRelay Quite often TSPs are on isolated networks behind Call Managers or Gate-ways. Access to a centralized logger directly may not be possi...

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-13 This document is confidential and proprietary to SER Solutions and is not for external use. nohup tsprelay_sco & For a Call Manager running Linux, it would be nohup tsprelay_lx & Errors The TspRelay will exit abnormally for th...

CPSEE_TSP500 User Guide Version 4.0 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

Chapter 9 Intrusion Tone CPSEE_TSP500 User Guide Version 4.0 Page 9-3 This document is confidential and proprietary to SER Solutions and is not for external use. Implementing Intrusion Tone When implementing the Intrusion Tone, you acquire the following: 1. Produce a tone compliant with the country ...

Chapter 9 Intrusion Tone Page 9-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Using Intrusion Tone • If the INTRUSION keyword is NOT defined in the Dialing Rules file, or is defined, and set to zero, there will be no...

CPSEE_TSP500 User Guide Version 4.0 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

Chapter 10 TSP Lights Page 10-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The TSP Light Display The Light display used by engineering is now available to any user that can access the TSP with a Web Browser. The bot...

CPSEE_TSP500 User Guide Version 4.0 Page 12-5 This document is confidential and 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 • Comp...

Appendix 12 Integrated Recording CPSEE_TSP500 User Guide Version 4.0 Page 12-7 This document is confidential and proprietary to SER Solutions and is not for external use. Components of Integrated Recording Recording Agent conversations on the TSP500 requires the following compo-nents: • RAM Disk • R...

Appendix 12 Integrated Recording Page 12-8 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The mount point for the shared drive is /home/EncWorkingData . A subdi- rectory EncImport is created for storing the audio files ...

Appendix 12 Integrated Recording Page 12-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Integrated Recording Operation Integrated Recording involves sending messages to and from the TSP, gener-ating a file, recording...

CPSEE_TSP500 User Guide Version 4.0 Page A-1 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

Appendix A Troubleshooting Page A-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Common Questions 1. Is there a way to reload the telephony boards without actually rebooting the TSP?Yes. Stop the TSP application ( sto...

Appendix A Troubleshooting CPSEE_TSP500 User Guide Version 4.0 Page A-3 This document is confidential and proprietary to SER Solutions and is not for external use. Common Questions on Caller ID 1. What is the maximum number of digits that I can use for the Client ID? You can use up to four digits. 2...

Appendix A Troubleshooting Page A-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. CPSEE_TSP500 Hard Drive Diagnostic All CPSEE_TSP500’s are installed with an IDE Smart Drive test/reporting tool. This tool reports the s...

Appendix A Troubleshooting CPSEE_TSP500 User Guide Version 4.0 Page A-5 This document is confidential and proprietary to SER Solutions and is not for external use. Enhanced Logging for Socket Connections The CPSEE_TSP500 now logs when a socket connection closes. Example: tsp06.log:21:10:54.845 Closi...

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 A 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 Answeri...