Polycom 3725-70003-009F - Manuals

ReadiVoice Administration & Maintenance Guide vi Proprietary & Confidential Purging the CacsEventUpdate Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Purging the AccOptChanges Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Infrequent Maintenance Tasks . . ...

Contents Proprietary & Confidential vii Logging Database Activity with the Database Monitoring Script . . 148 Running the dbMon.pl Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Contents of dbMon.pl Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Teleph...

ReadiVoice Administration & Maintenance Guide viii Proprietary & Confidential Call Flow Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 B CDR Data Reference CDR Processing Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...

ReadiVoice Administration & Maintenance Guide x Proprietary & Confidential Figure 3-20 Applet window with details for the selected channel (port) . . . . . . . . 89 Figure 4-1 Checking the ReadiVoice processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Figure 4-2 Checking t...

ReadiVoice Administration & Maintenance Guide xii Proprietary & Confidential Tables Table 2-1 Maximum number of translation numbers needed per bridge . . . . . . 22 Table 2-2 Provider Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Table 2-3 Grou...

Proprietary & Confidential xv About This Manual This introduction provides a brief overview of the ReadiVoice Administration & Maintenance Guide , describes the conventions used in this manual, and explains how to get additional information or support. Purpose This manual is for administrato...

ReadiVoice Administration & Maintenance Guide xvi Proprietary & Confidential Document Conventions This document uses the following typographical conventions. Typeface Usage bold Names of fields, screens, windows, dialog boxes, and other user interface elements; for example: 1 Type the number...

About This Manual Proprietary & Confidential xvii Support Recognizing that technology alone cannot solve today’s complex challenges, Polycom Global Services provides the industry’s best technical support staff and programs to let you concentrate on the task at hand. ReadiVoice users can select f...

Proprietary & Confidential 1 1 Introducing the ReadiVoice ® System This chapter offers a general overview of the ReadiVoice conferencing system and its features, functionality, and components. What is the ReadiVoice System? The ReadiVoice is the industry-leading, on-demand conferencing system. I...

ReadiVoice Administration & Maintenance Guide 2 Proprietary & Confidential Starting and Joining a Conference Once provisioned, a subscriber can hold a conference at any time. No advance reservation is necessary or possible. Subscribers can start conferences from any touchtone telephone by di...

Introducing the ReadiVoice ® System Proprietary & Confidential 3 Managing Your ReadiVoice System Day-to-day management and operation of your ReadiVoice system is accomplished using operator/maintenance stations, which are typically standard PCs connected to your company’s LAN (local area network...

ReadiVoice Administration & Maintenance Guide 4 Proprietary & Confidential When operators answer a request or select a conference to monitor, the system registers them for the conference and displays all the available information about the conference and its participants. If an operator’s du...

Introducing the ReadiVoice ® System Proprietary & Confidential 5 Components of the ReadiVoice System A ReadiVoice system includes: • A Conference Allocation and Control System (CACS) server. • Up to twelve InnoVox media servers (conferencing bridges), providing up to 5,760 ports in a single syst...

Introducing the ReadiVoice ® System Proprietary & Confidential 7 4 The carrier switch uses the routing solution to route the call to the InnoVox bridge selected by the CACS call router. Figure 1-2 summarizes this INCR signaling flow. 5 When the call reaches the bridge, the ReadiVoice system plac...

Introducing the ReadiVoice ® System Proprietary & Confidential 9 ReadiVoice-IP Systems All ReadiVoice-IP systems are routed. That is, the CACS uses SIP (Session Initiation Protocol) signaling over IP to route calls dynamically among available bridges. Figure 1-3 provides a high level view of the...

ReadiVoice Administration & Maintenance Guide 10 Proprietary & Confidential ReadiVoice-IP Call Processing When a caller dials a ReadiVoice-IP subscriber’s access phone number on a typical ReadiVoice system: 1 The SIP Invite message from the caller‘s SIP user agent (perhaps a SIP telephone) r...

Introducing the ReadiVoice ® System Proprietary & Confidential 11 “Dialing” in ReadiVoice-IP Systems For the sake of simplicity, we refer to “dialed phone numbers” throughout this document. Actually, in IP telephony, end points are identified by a Universal Resource Identifier (URI). This URI re...

ReadiVoice Administration & Maintenance Guide 12 Proprietary & Confidential ReadiVoice Call Flow The basic call flow is the same for ReadiVoice-PSTN and ReadiVoice-IP (see Figure 1-4 ). Various system-level and subscriber-level configurations and settings affect the basic call flow, however....

ReadiVoice Administration & Maintenance Guide 14 Proprietary & Confidential How A Two-Password Configuration Affects Call Flow In the traditional ReadiVoice call flows, the system: • Prompts all callers for an access code (unless the subscriber has a private access number) to identify the co...

Proprietary & Confidential 15 2 Administering the ReadiVoice System This chapter describes how to use the ReadiVoice system’s Web-based System Administration interface to add, modify, and view the system and user data. It covers: • Opening ReadiVoice System Administration • Maintaining Bridge In...

ReadiVoice Administration & Maintenance Guide 16 Proprietary & Confidential Opening ReadiVoice System Administration You can access the ReadiVoice System Administration interface from any computer that can connect to the ReadiVoice system’s Web server and has a compatible Web browser (Micros...

Administering the ReadiVoice System Proprietary & Confidential 17 Figure 2-1 System Administration home page Figure 2-2 Login dialog box 3 Enter a user name and password authorized for Administration access. Then click OK .

ReadiVoice Administration & Maintenance Guide 18 Proprietary & Confidential Maintaining Bridge Information When Polycom installs your ReadiVoice system, we configure the application with the correct bridge information. If any of this information changes, you must update the system’s bridge t...

Administering the ReadiVoice System Proprietary & Confidential 19 4 In the Add Bridge section at the bottom, complete the following fields: Reserve Ports — Enter the number of ports you want to reserve for operator voice paths. These ports are not available for conferencing. Trans DNIS Length — ...

ReadiVoice Administration & Maintenance Guide 20 Proprietary & Confidential 7 In the navigation bar, click Bridges . 8 To make the bridge available for service, select In Service in its Bridge Status field and click the Commit button (blue “c”). The system confirms that the bridge’s status h...

Administering the ReadiVoice System Proprietary & Confidential 21 4 To save your changes, click the Commit button (blue “c”). The system confirms that the bridge has been modified and provides a link back to the Bridges page. To change a bridge’s translation numbers, follow the procedure in “Cha...

ReadiVoice Administration & Maintenance Guide 22 Proprietary & Confidential Working with Translation Numbers A translation number is the telephone network’s translation of the dialed telephone number into a number used to route the call: • For a routed PSTN system, your carrier provides a bl...

Administering the ReadiVoice System Proprietary & Confidential 23 These numbers are the worst-case scenario: each conference contains three lines, and each line used a different access nmber. You may be able to reduce these numbers further, especially if most of your subscribers use a single acc...

ReadiVoice Administration & Maintenance Guide 24 Proprietary & Confidential 6 Click the Add button. The system assigns the translation numbers to the bridge. For a large block, this may take several minutes. When finished, it confirms that the translation numbers have been added and provides...

Administering the ReadiVoice System Proprietary & Confidential 25 Working with Bridge Groups and Routing Lists Bridge groups and routing lists apply only to routed systems (PSTN or IP). If you have a non-routed system, the access phone number determines which bridge receives a call, and this sec...

ReadiVoice Administration & Maintenance Guide 26 Proprietary & Confidential Figure 2-5 Bridge Groups page (routed system only) Repeat the above procedure to add another bridge group. When you’re finished, make the necessary changes to the routing lists. See “Managing Routing Lists” on page 2...

Administering the ReadiVoice System Proprietary & Confidential 27 Managing Routing Lists This section applies only to routed systems (PSTN or IP). In a routed system, routing lists control how calls are routed to the bridges in your system. Each routing list contains one or more bridge groups, l...

ReadiVoice Administration & Maintenance Guide 28 Proprietary & Confidential Modifying a Routing List 1 On the Routing Lists page, find the entry you want to modify and click its Edit Routing List button. The Edit Routing List page appears ( Figure 2-7 ). It lists the bridge groups included i...

Administering the ReadiVoice System Proprietary & Confidential 29 7 Click the link to reload the Edit Routing List page. The bridge group entry you deleted is gone from the list. The system doesn’t update the Search Order numbers of remaining entries. If there were three bridge groups with prior...

ReadiVoice Administration & Maintenance Guide 30 Proprietary & Confidential Working with Number Groups Number groups are logical groupings of telephone numbers used to control the assignment of access phone numbers to subscribers. In a routed system, each number group is associated with a ro...

Administering the ReadiVoice System Proprietary & Confidential 31 Adding a Number Group 1 In the System Administration navigation bar, click Number Groups . The Number Groups page appears ( Figure 2-8 ).The list shows the existing number groups. Below that, a blank input field and Add button (gr...

ReadiVoice Administration & Maintenance Guide 32 Proprietary & Confidential Modifying a Number Group 1 In the navigation bar, click Number Groups . The Number Groups page appears, listing the available number groups. 2 To rename a number group, edit its name. 3 To change its routing list ass...

Administering the ReadiVoice System Proprietary & Confidential 33 Working with Access Classes Access classes are logical groupings of access phone numbers you can use to group numbers by carrier, kind of number (such as toll-free), or other criteria. You can create as many classes as you want. A...

ReadiVoice Administration & Maintenance Guide 34 Proprietary & Confidential Renaming an Access Class 1 In the navigation bar, click Access Classes . The Access Classes page appears, listing the available access classes. 2 Find the class you want to rename and type the new name into its New N...

Administering the ReadiVoice System Proprietary & Confidential 35 Working with Access Phone Numbers Access phone numbers are the telephone numbers (or, for IP systems, SIP addresses) that customers dial to reach your ReadiVoice system. They’re often toll-free numbers, and your carrier usually te...

ReadiVoice Administration & Maintenance Guide 36 Proprietary & Confidential Adding Access Phone Numbers To put the new access phone numbers into a new number group or access class, create the number group or access class first. See “Adding a Number Group” on page 31 or “Adding an Access Clas...

Administering the ReadiVoice System Proprietary & Confidential 37 Moving Fixed Access Numbers to Another Bridge In non-routed systems, access numbers are assigned to specific bridges. If necessary, you can move access numbers from one bridge to another. For example, you may want to move some acc...

ReadiVoice Administration & Maintenance Guide 38 Proprietary & Confidential Figure 2-11 Access Phone Numbers page after search Reassigning an Access Phone Number’s Subscribers You can globally reassign subscribers from one access number to another. For instance, if several subscribers are as...

Administering the ReadiVoice System Proprietary & Confidential 39 To reassign subscribers to a different access phone number: 1 In the navigation bar, click Access Numbers . The Access Phone Numbers page appears ( Figure 2-10 ). 2 In the Search panel, enter criteria to retrieve the access number...

ReadiVoice Administration & Maintenance Guide 40 Proprietary & Confidential Changing an Access Phone Number’s Access Class You can’t change an access phone number’s access class if subscribers are assigned to it. First, reassign the subscribers to another access number. See “Reassigning an A...

Administering the ReadiVoice System Proprietary & Confidential 41 Changing Hidden Numbers This section doesn’t apply to IP systems, which don’t use hidden numbers. If your system uses hidden numbers, you can use the Modify Existing Access Phone Number page to change the hidden number associated ...

ReadiVoice Administration & Maintenance Guide 42 Proprietary & Confidential Deleting an Access Phone Number Before you delete an access phone number, keep the following points in mind: • Access phone number changes require telephone network changes to ensure that calls are routed properly. •...

Administering the ReadiVoice System Proprietary & Confidential 43 Working with Multiple Providers You can configure ReadiVoice for access by multiple application service providers (ASPs). For instance, your company can enter into a relationship with Acme Conferencing, allowing Acme to sell servi...

Administering the ReadiVoice System Proprietary & Confidential 45 Figure 2-15 Add Provider page Editing a Provider Account 1 In the navigation bar, click Application Providers . The Application Providers page appears ( Figure 2-14 ). 2 Find the provider that you want to edit and click its Edit b...

ReadiVoice Administration & Maintenance Guide 46 Proprietary & Confidential Deleting a Provider You can’t delete a provider account to which subscribers are assigned. To delete a provider account from the system: 1 In the navigation bar, click Application Providers . The Application Provider...

Administering the ReadiVoice System Proprietary & Confidential 47 The following sections describe how to create, edit, and delete a group. For information about adding subscribers to a group, see the ReadiVoice Provisioning Guide . Adding a New Subscriber Group Every subscriber group must be ass...

ReadiVoice Administration & Maintenance Guide 48 Proprietary & Confidential Editing a Subscriber Group 1 In the navigation bar, click Subscriber Groups . The Subscriber Group page appears. 2 Find the group that you want to edit and click its Edit Group button (purple “e”). The Edit Group pag...

Administering the ReadiVoice System Proprietary & Confidential 49 4 If Group Type is Corporate: a Enter or modify the data in the Company Information fields. See Table 2-4 for descriptions. All fields are required. b Enter or modify the data in the Billing Information section. See Table 2-5 for ...

Administering the ReadiVoice System Proprietary & Confidential 51 5 Configure the prompt settings in the Call Flow and Voice Prompt section ( Figure 2-19 ). Table 2-6 describes the settings. Figure 2-19 Call Flow and Voice Prompt section of Edit Group page Table 2-5 Billing Information fields Fi...

ReadiVoice Administration & Maintenance Guide 52 Proprietary & Confidential 6 In the Conference Options section ( Figure 2-20 ), configure Account Options and Roll Call Options. Each of the features has two settings: Setting — Determines the feature’s default setting. Subscriber Configurable...

ReadiVoice Administration & Maintenance Guide 58 Proprietary & Confidential 9 Click Commit Group . The system either confirms that the group has been updated or tells you which information is missing. 10 If the update failed, note what’s missing. Then click the link to return to the Edit Gro...

Administering the ReadiVoice System Proprietary & Confidential 59 If they may do so, subscribers can change the continuation behavior of all future conferences in two ways: • By accessing the account options menu when dialing into the system (available if Prompt for Menu is turned on). • By logg...

ReadiVoice Administration & Maintenance Guide 60 Proprietary & Confidential Setting Up the Provisioning Interface After working with the subscriber group settings, you may realize that your company doesn’t need or want to use all the available fields when provisioning subscribers or modifyin...

Administering the ReadiVoice System Proprietary & Confidential 61 4 When you’re finished making changes, click the Update Quick Provisioning Settings button. The system confirms the provisioning setup changes and provides a link back to the System Administration page. 5 Test the changes you’ve m...

Administering the ReadiVoice System Proprietary & Confidential 63 Managing System Access The ReadiVoice system supports several kinds of users with different roles and responsibilities. To give internal users (not subscribers) access to the system, you create entries for them on the Passwords pa...

Administering the ReadiVoice System Proprietary & Confidential 65 Figure 2-24 Operator Registered Subscriber Groups page 9 Use the Add and Remove buttons to move selected groups into or out of this operator’s Registered Subscriber Groups list. 10 When you’re finished setting up this group operat...

ReadiVoice Administration & Maintenance Guide 66 Proprietary & Confidential Deleting an Internal User 1 In the navigation bar, click Passwords . The Passwords page appears ( Figure 2-23 ). 2 Locate the entry for the user you want to remove and click its Delete button (red “–”). The system co...

Administering the ReadiVoice System Proprietary & Confidential 67 Deleting Entries from the List of Invalid Subscriber Passwords 1 In the navigation bar, click Invalid Subscriber Passwords . The Invalid Subscriber Password Table page appears ( Figure 2-25 ). 2 Scroll through the list of invalid ...

Proprietary & Confidential 69 3 Monitoring the ReadiVoice System This chapter describes the ReadiVoice system monitoring functions that you can access with your browser. You can view the overall status of your system, usage levels, bridge and span status, operator data, and conference data. Acce...

Monitoring the ReadiVoice System Proprietary & Confidential 71 Checking System Status The System Status page ( Figure 3-2 ) appears when you click the Show System Status link in the navigation bar. The System Disk Usage and Informix Disk Usage panels show disk usage statistics for your CACS serv...

ReadiVoice Administration & Maintenance Guide 72 Proprietary & Confidential Viewing Conferencing Information The Conference Information links in the navigation bar let you look at: • Information about the conferences currently running. • Summary CDR data, with one entry per subscriber, for a...

Monitoring the ReadiVoice System Proprietary & Confidential 73 CDR Data by Subscriber When you click the Show Conference Report link in the navigation bar, the CDR Data page displays CDR data by subscriber. Each entry in the Conference Report panel shows the aggregate conferencing data for one s...

ReadiVoice Administration & Maintenance Guide 74 Proprietary & Confidential CDR Data by Conference When you click the Show CDR Data link in the navigation bar, the CDR Data page presents an expanded search panel ( Figure 3-5 ), where you can specify various criteria, such as subscriber ID or...

ReadiVoice Administration & Maintenance Guide 76 Proprietary & Confidential Detailed CDR Data for One Conference While viewing CDR data by conference, click a conference ID for more information about that conference. The CDR Data page displays detailed CDR data for the conference ( Figure 3-...

Monitoring the ReadiVoice System Proprietary & Confidential 77 Viewing Operator Information The Operator Statistics page appears when you click the Operator Statistics link in the navigation bar of the ReadiVoice internal user home page. From here, you can: • Click View Requests in the navigatio...

ReadiVoice Administration & Maintenance Guide 78 Proprietary & Confidential Figure 3-7 The Operator Statistics Requests page Figure 3-8 Searching for operator requests by subscriber 5 Set the Begin Date and End Date fields by doing one of the following: — Click in the field and edit the date...

Monitoring the ReadiVoice System Proprietary & Confidential 79 — How long the operator spent on the request (talking with the subscriber or conference). — Subscriber ID for the conference in question. Click the ID to retrieve a conference report for that subscriber. — Conference ID of the confer...

Monitoring the ReadiVoice System Proprietary & Confidential 81 Figure 3-11 Results of generating statistics for all operators Using the SNMP Monitor The ReadiVoice system supports the Simple Network Management Protocol (SNMP). SNMP lets you monitor the ReadiVoice system with standard network adm...

ReadiVoice Administration & Maintenance Guide 82 Proprietary & Confidential Figure 3-12 Perfmeter tab of SNMP Monitor window 2 Point your mouse pointer at a specific data point on a graph. A small window displays the MIB data value and time for that point on the graph. 3 To customize which M...

ReadiVoice Administration & Maintenance Guide 86 Proprietary & Confidential Using the Channel State Monitor In a PSTN system, you can use the Channel State Monitor tool to monitor the teleconferencing bridge resources of the system (cards, spans, and channels) and to enable or disable teleph...

ReadiVoice Administration & Maintenance Guide 88 Proprietary & Confidential Figure 3-18 Applet window with details for the selected card 4 To see additional information about a span, click its status indicator in the card window. Another applet window appears, displaying configuration and st...

Monitoring the ReadiVoice System Proprietary & Confidential 89 Figure 3-19 Applet window with details for the selected span 5 To see additional information about a channel, click its status indicator in the card window. Another applet window appears, displaying configuration and status details f...

Proprietary & Confidential 91 4 Maintaining the ReadiVoice System This chapter describes how to maintain your ReadiVoice Intelligent Voice Conferencing System. It includes information about backup procedures and other routine maintenance tasks. It assumes that you are knowledgeable about Solaris...

ReadiVoice Administration & Maintenance Guide 92 Proprietary & Confidential Quick Maintenance Checklist Table 4-1 summarizes the daily and weekly maintenance tasks, which are covered in more detail later in the chapter. Table 4-1 Summary of daily and weekly maintenance tasks Step Action/Comm...

Maintaining the ReadiVoice System Proprietary & Confidential 93 Understanding Informix Backup The ReadiVoice system actually uses two Informix databases. One, cdrcnow , consists of all the CDR (call detail record) tables. The other, cnow , contains everything else, including your subscriber data...

ReadiVoice Administration & Maintenance Guide 94 Proprietary & Confidential In the event of database corruption, a crash, or catastrophic disk failure, you can restore the database from the most recent archive tape to the state it was in when the archive was created. Logical logs (see next s...

Maintaining the ReadiVoice System Proprietary & Confidential 95 Even in the event of a catastrophic disk failure, the most recent archive tape and current logical log tape let you recover all the transactions up to the point where the last logical log file was written to tape. You never lose mor...

ReadiVoice Administration & Maintenance Guide 96 Proprietary & Confidential Backing Up Logical Logs This procedure assumes the CACS is easily accessible. If it’s not, you can: • Use ontape -a to perform a one-time backup of all the full logical logs until you can get to the site to restart c...

Maintaining the ReadiVoice System Proprietary & Confidential 97 Daily Maintenance Tasks This section describes tasks you should perform daily, assuming that you archive nightly and back up logical logs to tape. Perform them first thing in the morning or any time after the archive process is comp...

ReadiVoice Administration & Maintenance Guide 98 Proprietary & Confidential To check the ReadiVoice processes: 1 Open a Telnet session to the CACS as user cnow and switch user to root (or log into the CACS as root and use an XTerm window). 2 Change directories to /rahome and enter ./racheck ...

Maintaining the ReadiVoice System Proprietary & Confidential 99 Checking Informix Dynamic Ser ver 1 In the same XTerm window in which you’re logged in as root, switch user to informix and enter tcsh to set the Informix environment. 2 Check the database space by entering onstat -d . Informix disp...

ReadiVoice Administration & Maintenance Guide 102 Proprietary & Confidential Restarting Backup and Verifying Tape Drive Status 1 In the CACS XTerm window in which you stopped ontape (see “Stopping Logical Log Backup and Replacing Tapes” on page 97), restart logical log backup by entering ont...

Maintaining the ReadiVoice System Proprietary & Confidential 103 Weekly Maintenance Tasks This section describes procedures that you should perform at least weekly and perhaps more often for a large and busy system. Checking Solaris Disk Space 1 Open a Telnet session to the CACS as user cnow and...

ReadiVoice Administration & Maintenance Guide 104 Proprietary & Confidential Checking for Defunct Processes 1 As root, enter ps -ef | grep '<defunct>' | grep -v grep . The system lists any defunct processes (processes that have no parent). If there are none, the prompt simply reappears...

Maintaining the ReadiVoice System Proprietary & Confidential 105 Database Maintenance Tasks Without proper maintenance, your ReadiVoice databases will grow ever larger, slowing the system. It’s imperative that you routinely remove (purge) old records. Polycom provides several scripts you can use...

ReadiVoice Administration & Maintenance Guide 106 Proprietary & Confidential The purgeCDR command syntax is: Table 4-2 describes the options (command-line arguments). Both the cutoff date and number of days options use midnight as the boundary. If you specify a cutoff date of 08/21/2003, the...

Maintaining the ReadiVoice System Proprietary & Confidential 107 Table 4-3 gives examples of the command with various options and values and describes the result of running the command. Running a One-Time Purge of CDRs To manually purge CDRs from the command line: 1 Open a Telnet session to the ...

ReadiVoice Administration & Maintenance Guide 108 Proprietary & Confidential Scheduling Automatic Purges of CDR Records To schedule purgeCDR to run periodically and automatically in the cron task scheduler: 1 Decide how many days you want to retain CDR records in the database. Use this numbe...

Maintaining the ReadiVoice System Proprietary & Confidential 109 6 Restore the data from the CDR backup file to the cdrcnow database by entering (all on one line): /rahome/dbcdr/loadtable.pl DB=cdrcnow < /rahome/cdr/archives/ YYYYMMDDhhmmss cdr.log Replace YYYYMMDDhhmmss cdr.log with the name...

ReadiVoice Administration & Maintenance Guide 110 Proprietary & Confidential Purging the CacsEventUpdate Table If you use the Provisioning Stored Procedure Interface (PSPI) for provisioning, you need to purge the CacsEventUpdate table from time to time to keep it from growing too large. Seve...

Maintaining the ReadiVoice System Proprietary & Confidential 111 The cleanAccOptChanges.pl script resides in /rahome/database/scripts . The syntax is: cleanAccOptChanges.pl [-rt nn ] The -rt parameter lets you specify a run time, nn , in minutes. If you omit it, the run time defaults to 10 minut...

ReadiVoice Administration & Maintenance Guide 112 Proprietary & Confidential It’s best to stop and restart ReadiVoice processes only when there are no active conferences. In an emergency, however, you may have to do this while conferences are running. If so, keep the following in mind: • Any...

Maintaining the ReadiVoice System Proprietary & Confidential 113 To reboot the Sun ser ver: 1 As root, stop the ReadiVoice processes as described above. 2 To perform a warm reboot in 30 seconds, enter shutdown -g30 -i6 -y . Solaris begins shutting down in 30 seconds without prompting for verific...

ReadiVoice Administration & Maintenance Guide 114 Proprietary & Confidential The VCE/HMod cards in the bridge must be able to access files on the server in order to boot and to initiate various processes. If you’re also rebooting the server, be sure it has finished booting before restoring p...

Maintaining the ReadiVoice System Proprietary & Confidential 115 Manually Backing Up and Restoring You may want to manually back up your ReadiVoice system at times, such as prior to an upgrade. The backed-up data lets you to revert to the previous version if there’s a problem with the upgrade. T...

ReadiVoice Administration & Maintenance Guide 116 Proprietary & Confidential Restoring from a Manual Backup Tape 1 In an XTerm window, as root, stop the Web server process by entering sh /etc/rc3.d/S91rvhttpd stop . 2 Change directories to /rahome and enter ./rastop . 3 Extract the backup da...

Proprietary & Confidential 117 5 Configuring the ReadiVoice System This chapter describes how to change your ReadiVoice system’s configuration settings and which capabilities, features and options are enabled. You can perform some of these tasks in the System Administration interface, but many o...

ReadiVoice Administration & Maintenance Guide 118 Proprietary & Confidential Changing System Configuration Settings 1 In the System Administration navigation bar, click System Configuration . The System Configuration page appears ( Figure 5-1 ). Figure 5-1 System Configuration page 2 Make an...

Configuring the ReadiVoice System Proprietary & Confidential 119 Min Code Length — The the minimum number of digits permitted in an access code, subscriber password, or participant password. The default is 4. The maximum value is 20. Confidence — the Statistical Port Management Confidence Factor...

ReadiVoice Administration & Maintenance Guide 120 Proprietary & Confidential If you change Routing Mode from Non-Routed System Private to Non-Routed System Shared , delete all existing (private) access phone numbers and make sure that the Provisioning pages have the Access Code field availab...

Configuring the ReadiVoice System Proprietary & Confidential 121 If you select this setting, then the ExternalId field for each subscriber must be unique (that is, no two subscribers on this ReadiVoice system may have the same external ID). In addition, the Trans DNIS Length setting for the brid...

Configuring the ReadiVoice System Proprietary & Confidential 123 Changing the Talker Update Frequency Through the Operator and Moderator interfaces (and the APIs), the ReadiVoice system can report which two channels in a conference have talk slots. By default, talker information is updated every...

ReadiVoice Administration & Maintenance Guide 124 Proprietary & Confidential Configuring Shortened Dial-Out Call Flow In the standard dial-out call flow, after the subscriber enters and confirms the phone number to dial, the system supports four commands for processing the call. The help men...

Configuring the ReadiVoice System Proprietary & Confidential 125 5 To also turn off dialed number confirmation: a As user cnow, open the ive.ini file for editing. b In the [Dialout] section, add the following line: ConfirmDialNum = 0 c Save and close the file. 6 Reboot the bridges. Especially fo...

ReadiVoice Administration & Maintenance Guide 126 Proprietary & Confidential 3 As user cnow, open the ive.ini file for editing and find this section near the end: 4 Change the value after the WRAnnounceDefault keyword from 1 to 0 . Then, save and close the ive.ini file. 5 Reboot the bridges ...

Configuring the ReadiVoice System Proprietary & Confidential 127 3 If necessary, update your existing subscriber records with the required identifiers. You may want to do this using the Provisioning Stored Procedure Interface (PSPI). See the ReadiVoice PSPI Reference . 4 As user cnow, open the ....

ReadiVoice Administration & Maintenance Guide 128 Proprietary & Confidential Enabling Account Options Updating With Account Options Updating enabled, you can use the Provisioning Stored Procedure Interface (PSPI) to retrieve records of the account options changes that your subscribers make (...

ReadiVoice Administration & Maintenance Guide 130 Proprietary & Confidential Using the Music Hold Extender Message If many participants are waiting on hold when the subscriber arrives, there may be a short delay (a few seconds) between the time when they stop hearing the hold music and the t...

Configuring the ReadiVoice System Proprietary & Confidential 131 Configuring Remote Alarm Notifications The ReadiVoice system can notify someone when an alarm occurs. The ReadiVoice installation script provides the opportunity to enter one or more pager numbers, email addresses, or both, to whic...

ReadiVoice Administration & Maintenance Guide 132 Proprietary & Confidential Each line in the /etc/phones file takes the form pager PHONENUMBER ,,,,,,_ALARMCODE_ where PHONENUMBER is the complete phone number needed to reach the pager, including any digits required to access an outside line....

Configuring the ReadiVoice System Proprietary & Confidential 133 The /rahome/bin/email file specifies the addresses to which to send email alerts. When you enter email addresses during the installation, the install script creates an entry in this file for each. You can edit this file manually to...

ReadiVoice Administration & Maintenance Guide 134 Proprietary & Confidential Changing the Alarm Settings To change the default alarm settings: 1 Establish a Telnet connection to the Sun server and log in as cnow. 2 Change directory to /rahome/bin . 3 Open the .odprocrc file for editing and l...

Configuring the ReadiVoice System Proprietary & Confidential 135 Continuously Monitoring for Alarms To monitor your system continuously for alarms: 1 On the Sun server, log in as root, open an XTerm window, and switch user to cnow. You can’t use a Telnet session for this purpose. 2 Change direct...

ReadiVoice Administration & Maintenance Guide 136 Proprietary & Confidential Interpreting the Alarm Codes When an alarm condition occurs, the ReadiVoice Monitoring Tool sends a numeric alarm code to designated pager numbers and email addresses. The numeric code consists of from six to ten di...

Configuring the ReadiVoice System Proprietary & Confidential 137 Enabling Conference Recording You can enable your subscribers to record their conferences by configuring your ReadiVoice system to connect to a recording device or service using a dial-out connection. Recording can be initiated usi...

ReadiVoice Administration & Maintenance Guide 138 Proprietary & Confidential 6 Verify that the test conference was recorded by listening to the recording. If the test conference was recorded, continue to the next step. If not, review the previous steps or call your Polycom Global Services re...

Configuring the ReadiVoice System Proprietary & Confidential 139 Since the recorderSetupString is outpulsed as DTMF digits, data referenced by the variables that you use must be numeric. If a retrieved variable string contains a non-numeric character, the system omits the entire string for that ...

ReadiVoice Administration & Maintenance Guide 140 Proprietary & Confidential the External ID field. If you intend to use any of these fields for recorder setup information, it's up to you to ensure that they contain numeric data and that your provisioning process populates the fields properl...

Configuring the ReadiVoice System Proprietary & Confidential 141 Enabling SNMP Logging The SNMP logging function writes system usage and performance data to log files on an ongoing basis. For more information about SNMP, logging, and the log files, see . To turn on SNMP logging: 1 As cnow, open ...

ReadiVoice Administration & Maintenance Guide 142 Proprietary & Confidential Changing the Web Ser ver Port This procedure allows you to change the Web server port used by the ReadiVoice HTML pages (Administration, Provisioning, Operator login, and Moderator) from port 80 to something else. T...

Configuring the ReadiVoice System Proprietary & Confidential 143 8 If the script succeeded, test the URL that includes the new Web server port number by pointing a browser to: http:// hostip : portnum /index2.html Use the IP address of the SUN (CACS) for hostip and the port number you specified ...

Proprietary & Confidential 155 7 Customizing & Branding Your ReadiVoice System This chapter describes some of the customizing and branding options in the ReadiVoice system. It assumes that you know Solaris UNIX, Sun servers, personal computers, software configuration, telephony, and networki...

ReadiVoice Administration & Maintenance Guide 156 Proprietary & Confidential Rules and Guidelines for Customizing Commands Figure 7-1 shows the default ive.ini file’s [ DTMF_CMDS] section. For each entry, the touchtone key sequence is to the left of the equal sign, and the command to which i...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 157 Figure 7-1 [DTMF_CMDS] section of default ive.ini file 4 To disable a command, comment out its line by putting two slashes ( // ) at the beginning of the line. Don’t delete lines that you don’t want to use. Comment ...

ReadiVoice Administration & Maintenance Guide 158 Proprietary & Confidential 5 To enable a disabled command, remove the two slashes ( // ) at the beginning of the line. 6 To change the DTMF key sequence that invokes a command, edit the two characters to the left of the equal sign for that co...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 159 With the standard toggle option, pressing *4 locks a conference and pressing *4 again unlocks it. To enable this configuration, change the relevant lines to look like this: *4 = eCMD_LOCK_TOGGLE//*4 = eCMD_CONF_LOCK...

ReadiVoice Administration & Maintenance Guide 160 Proprietary & Confidential Mute All / Unmute All Muting and unmuting of all participants can be controlled either with two separate commands or with a single command that toggles the mute state of the conference. The default ive.ini file ( Fi...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 161 With the standard toggle option, pressing #1 turns on listen only mode and pressing #1 again turns it off. To enable this configuration, change the relevant lines in ive.ini to look like this: #1 = eCMD_LISTEN_ONLY_...

ReadiVoice Administration & Maintenance Guide 162 Proprietary & Confidential Customizing Confirmation Sounds The [CustomSounds] section in ive.ini controls how the system confirms the following changes: • Mute and unmute of an individual line. • Mute all and unmute all. • Listen only on and ...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 163 The default prompt set installed with the ReadiVoice system contains six .wav files with spoken messages designed to work with these commands: global_muted.wav global_unmuted.wav private_muted.wav private_unmuted.wa...

ReadiVoice Administration & Maintenance Guide 164 Proprietary & Confidential 2 Use file transfer protocol ( ftp ) to copy the replacement image file to a local directory on the CACS server. Be sure to use binary transfer mode. 3 Open a Telnet session to the CACS server, log in as cnow, and s...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 165 To customize the Moderator for a specific subscriber group: 1 In the System Administration Subscriber Groups page, determine the Group ID of the subscriber group. 2 Create the image file you want to use for this sub...

ReadiVoice Administration & Maintenance Guide 166 Proprietary & Confidential Working with Prompt Sets Prompt sets are sets of .wav audio files (in the WAVE format; see “Details About the WAVE File Format” on page 175) that the ReadiVoice system uses for the messages and prompts played to sub...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 167 For InnoVox 480 bridges, the .wav files must be in 4-bit IMA ADPCM format (8000 samples/second, 16-bit mono, compressed 4:1). For InnoVox 4000 bridges, they must be in 8-bit µ -law format (8000 samples/second, 16-bi...

ReadiVoice Administration & Maintenance Guide 168 Proprietary & Confidential 10 When you’re finished adding prompt sets, create the symbolic links for the initial greetings (see “About Initial Greetings” on page 181) by running the tnl_mkln script: a Log into the CACS as root and, in an XTer...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 169 Deleting the prompt set from within System Administration only makes it unavailable to the ReadiVoice system. It doesn’t delete the .wav files from the CACS server or remove the directory that contains them. Customi...

ReadiVoice Administration & Maintenance Guide 170 Proprietary & Confidential For example, if the system is Non-routed Private, and the bridge receives the digits 1111, it plays 1111helo_inbound.wav to the caller if the file exists. Another caller, whose DNIS digits are 2222, would hear 2222h...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 171 Creating Your Own Indexed WAVE Files ReadiVoice uses an indexed WAVE file to store the short sound clips that are played in various combinations to speak numbers, dates, and times. Indexed WAVE files can also be use...

ReadiVoice Administration & Maintenance Guide 172 Proprietary & Confidential • Only in predefined key files , the first line contains LANG= followed by the upper-case English name of the desired language. These names are converted into an appropriate integer for the indexed WAVE file. Recogn...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 173 The example below shows part of a German predefined key file: LANG=GERMAN0; number_0; null.wav1; number_1; eins.wav2; number_2; zwei.wav ... 107; 30th; dreizigste.wav108; der; der.wav109; ein; ein.wav110; eine; eine...

ReadiVoice Administration & Maintenance Guide 174 Proprietary & Confidential Running the Build Process To build an indexed WAVE file, use the genvoice utility in the /rahome/bridge/binaries/tools/ directory as follows: 1 Create or edit the key file as described above. 2 Be sure that all the ...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 175 Details About the WAVE File Format A WAVE file stores digital (sampled) audio data in Microsoft’s Resource Interchange File Format (RIFF) . RIFF is a variant of Electronic Arts’ Interchange File Format (IFF). Unlike...

ReadiVoice Administration & Maintenance Guide 176 Proprietary & Confidential Indexed WAVE File Specifications In Polycom’s indexed WAVE files, the Data chunk consists of a set of individual sound files that are concatenated together. An Index chunk enables Polycom applications to locate the ...

Customizing & Branding Your ReadiVoice System Proprietary & Confidential 177 • GERMAN • JAPANESE • SPANISH • SWEDISH The Language chunk consists of the chunk identifier ( lang ), the size of the data member ( DWORD ), and the two-byte integer ( WORD ) language field. In RIFF notation: <la...

Proprietary & Confidential 145 6 Diagnostics and Troubleshooting This chapter describes how to perform some diagnostic and troubleshooting tasks. Viewing Critical Logs The Critical Log s page ( Figure 6-1 ) appears when you click the View Critical Logs link in the ReadiVoice home page’s navigati...

ReadiVoice Administration & Maintenance Guide 146 Proprietary & Confidential The critical log file shows you critical entries about bridge processes, such as: • Bridge up or down. • Span trouble (doesn’t apply to IP systems). • Port capacity changes. • Bridge clock source changes or failures...

Diagnostics and Troubleshooting Proprietary & Confidential 147 Database Troubleshooting This section suggests some methods for diagnosing the database and investigating database problems. Checking for Informix Ser ver Engine Errors To determine if an error has occurred in the Informix server eng...

ReadiVoice Administration & Maintenance Guide 148 Proprietary & Confidential Logging Database Activity with the Database Monitoring Script Your ReadiVoice installation includes a Perl script, dbMon.pl , that logs Informix database information (such as number of active sessions and amount of ...

Diagnostics and Troubleshooting Proprietary & Confidential 149 Active sessions : This section shows the session IDs, user types (such as root, web, or cnow), and total used memory of active database connections. With this information, you can identify queries that are being run constantly agains...

ReadiVoice Administration & Maintenance Guide 152 Proprietary & Confidential 12 Answer the phone, listen to the message, and then hang up. For each call, you hear three numbers indicating the card, span, and channel being used for the call (or, in an IP system, a single number indicating the...

Diagnostics and Troubleshooting Proprietary & Confidential 153 To start dial-in channel testing: 1 Remove the bridge or bridges from service and wait until all conferencing activity has finished. 2 Open the ive.ini file for editing. 3 In the [Debug] section, set LOG_CHAN_DEBUG to 1 . The edited ...

Proprietary & Confidential 179 A Voice Prompts and Call Flows This appendix describes the default voice prompts installed with the ReadiVoice system, how they’re used, and the ReadiVoice call flows. Over view You can use multiple sets of voice prompts in the ReadiVoice system, which you can cust...

ReadiVoice Administration & Maintenance Guide 180 Proprietary & Confidential The default prompt set includes a file, silence.wav , containing only a very brief silence. If you want to replace a specific prompt with nothing (that is, you don’t want any message to play in the situation where t...

Voice Prompts and Call Flows Proprietary & Confidential 181 About Initial Greetings In a non-routed system, the bridge plays the initial greeting to callers. The file that’s appropriate depends on your system configuration: • If your system is Non-routed Private, then the initial greeting is alw...

ReadiVoice Administration & Maintenance Guide 182 Proprietary & Confidential Voice Prompt File Reference This section documents the default voice prompt files installed in the ReadiVoice system. Table A-1 lists the default voice prompt files in alphabetical order.Use it as a reference when c...

Voice Prompts and Call Flows Proprietary & Confidential 205 Call Flow Diagrams The following pages contain call flow diagrams for the ReadiVoice system. Figure A-2 provides a legend that explains some of the symbols and conventions used in the diagrams. The diagrams themselves are arranged into ...

ReadiVoice Administration & Maintenance Guide 206 Proprietary & Confidential Figure A-2 Understanding the call flow diagrams Call Flow Legend Examples of and information about certain symbols and conventions used in the call flow diagrams. Message to the user, usually one or more .wav file n...

Voice Prompts and Call Flows Proprietary & Confidential 207 Figure A-3 Traditional shared call flow (initial entry) Valid access code? cf_you_subs_ prompt.wav cr_code_prompt.wav (see note) Hook Yes Operator available? No cr_access_code_wrong.wav Failed attempts? No Yes Start <3 No cr_access_c...

ReadiVoice Administration & Maintenance Guide 208 Proprietary & Confidential Figure A-4 Traditional private call flow (initial entry) Bad access number? Hook Yes cr_access_number_ wrong.wav No Traditional Private Call Flow Non-Routed System Private, Participant Password not available helo_in...

Voice Prompts and Call Flows Proprietary & Confidential 209 Figure A-5 Two-password shared call flow (initial entry) Two Password Shared Call Flow Non-routed System Shared, Prompt for Subscriber off, Participant Password required Valid password? cr_code_prompt.wav (see note) Hook No Operator ava...

ReadiVoice Administration & Maintenance Guide 210 Proprietary & Confidential Figure A-6 Two-password private call flow (initial entry) Two Password Private Call Flow Non-routed System Private, Prompt for Subscriber off, Participant Password optional Get tones 10 sec. timer pw_prompt.wav Erro...

Voice Prompts and Call Flows Proprietary & Confidential 211 Figure A-7 Routed (INCR) call flow (initial entry) Start Routed Call Flow Routed (INCR) System – Access Code, if any, collected by switch. Starts when inbound call hits bridge. Ends at named process. cf_please_standby.wav Yes No Problem...

ReadiVoice Administration & Maintenance Guide 212 Proprietary & Confidential Figure A-8 IP Call process IP Call Process Start IP Call Process cf_call_not_ completed.wav Any error? Hook Yes No Applies to ReadiVoice-IP systems. Starts and ends in Routed (INCR) Call Flow. pw_prompt.wav Failed a...

Voice Prompts and Call Flows Proprietary & Confidential 213 Figure A-9 Recording dial-out process rec_not_enabled.wav Start Recording Process Recording Process Starts in conference when subscriber enters recording command. Ends at Rejoin Conference process. Recording enabled? Conf full? Yes No N...

Voice Prompts and Call Flows Proprietary & Confidential 215 Figure A-11 Subscriber dial-out process (short) Start Short Subscriber DO Process Subscriber Dial-out Process – optional short configuration Starts in conference when subscriber presses *1. Ends at Rejoin Conference process. Yes Dial-ou...

ReadiVoice Administration & Maintenance Guide 216 Proprietary & Confidential Figure A-12 Called party dial-out process No Yes Called Party Dial-out Process Describes system interaction with the dialed-out line (the called party). Starts when system accesses line to place outbound call. May b...

Voice Prompts and Call Flows Proprietary & Confidential 217 Figure A-13 Dial-out newcomer process Start DO Newcomer Process Dial-Out Newcomer Process Starts in Called Party Dial-Out process when caller type (subscriber or participant) isn’t known. Ends at named process. pw_wrong.wav Yes 3 Hook O...

ReadiVoice Administration & Maintenance Guide 218 Proprietary & Confidential Figure A-14 Subscriber call flow (after initial entry) Subscriber Start Subscriber Process Starts after initial entry process (inbound call flow or called party dial-out process). Named processes are defined in thei...

Voice Prompts and Call Flows Proprietary & Confidential 219 Figure A-15 Participant call flow (after initial entry) No Yes Participant Start Quick Start? Yes qs_part_join.wav cf_first_caller.wav Yes No No Yes No lo_part_join.wav First into conf? Conf Entry with Count? Roll Call? cf_caller_count_...

ReadiVoice Administration & Maintenance Guide 220 Proprietary & Confidential Figure A-16 Subscriber validation process Start Subscriber Validation Subscriber Validation Starts in Subscriber Call Flow or Music Hold. Ends in Subscriber Call Flow. spw_prompt.wav Get tones Error No spw_wrong_.wa...

Voice Prompts and Call Flows Proprietary & Confidential 221 Figure A-17 Conference security code process (subscriber) No Preceded by 4-9 digits? csn_verify_prompt_.wav code (numbers.wav) _csn_verify_prompt.wav * entered? csn_wrong_ length.wav No <5 Anything entered? 5 Yes # Yes No Yes * csn_s...

ReadiVoice Administration & Maintenance Guide 222 Proprietary & Confidential Figure A-18 Conference security code process (participant) csn_prompt.wav Correct? No Yes Failed attempts? Hook csn_wrong_.wav code (numbers.wav) _csn_wrong.wav Operator available? No Yes csn_wrong.wav No 3 HR_CONF_...

Voice Prompts and Call Flows Proprietary & Confidential 223 Figure A-19 Music hold process Hold time expired? Start Music Hold Process Music Hold Process Starts and ends in Participant Call Flow. Conf started? End Music Hold Process No No Yes Hook HR_CONF_LOCKED lck_locked_disconnect.wav cf_conf...

ReadiVoice Administration & Maintenance Guide 224 Proprietary & Confidential Figure A-20 Name record process rc_identify_prompt.wav Anything recorded? rc_rerecord_prompt.wav Recording Start Name Record Process Subscriber/Participant Name Record Process Starts and ends in Subscriber or Partic...

Voice Prompts and Call Flows Proprietary & Confidential 225 Figure A-21 Locked/full conference process (participant) Subscriber entered #5 and then # Locked/Full Conference Process Start Locked/Full Process Conf full or ending? Waiting Room? Locked? Hook Full No No Yes End Locked/Full Process No...

ReadiVoice Administration & Maintenance Guide 226 Proprietary & Confidential Figure A-22 Operator wait process Start Operator Wait Process Operator Wait Process Starts in Traditional Shared, Two Password Shared, Two Password Private, Routed, IP Call, Subscriber Validation, or Participant Con...

Voice Prompts and Call Flows Proprietary & Confidential 227 Figure A-23 Account options process Digits entered? No Start Account Options Process 1 or 2? Account Options Process Starts and ends in Subscriber Call Flow. ao_initial_menu.wav Get tones 10 sec. timer Yes Failed attempts? <5 No Any ...

ReadiVoice Administration & Maintenance Guide 228 Proprietary & Confidential Figure A-24 Account options menu Start AO Menu Process Account Options Menu Process Starts and ends in Account Options Process. ao_main_menu_.wav ao_not_ enabled.wav Setting change process corresponding to key enter...

Voice Prompts and Call Flows Proprietary & Confidential 229 Figure A-25 Account options help Is quick start configurable? Is password configurable? Is roll call configurable? Is autocontinue configurable? Is listen only entry configurable? Is waiting room configurable? spw_overview.wav rc_overvi...

ReadiVoice Administration & Maintenance Guide 230 Proprietary & Confidential Figure A-26 Announcement setting process Anything entered? No Start Announce Setting Process 1, 2, or 3? Announcement Setting Process Starts either from roll call setting process or from subscriber entering DTMF com...

Voice Prompts and Call Flows Proprietary & Confidential 231 Figure A-27 Autocontinuation setting process Anything entered? No Start Autocontinue Setting Process 1? Autocontinuation Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Autoc...

ReadiVoice Administration & Maintenance Guide 232 Proprietary & Confidential Figure A-28 Listen only entry setting process Start LO Entry Setting Process Listen Only Entry Setting Process Starts and ends in account options menu. LOE setting? lo_entry_on.wav lo_entry_set_off_prompt.wav LOE On...

Voice Prompts and Call Flows Proprietary & Confidential 233 Figure A-29 Password setting process Anything entered? No Start Password Setting Process Valid number of digits? Password Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Pass...

ReadiVoice Administration & Maintenance Guide 234 Proprietary & Confidential Figure A-30 Quick start setting process Anything entered? No Start Quick Start Setting Process 1? Quick Start Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes...

Voice Prompts and Call Flows Proprietary & Confidential 235 Figure A-31 Roll call setting process Anything entered? No Start Roll Call Setting Process 1 or 2? Roll Call Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? No 1 End Roll Call Settin...

ReadiVoice Administration & Maintenance Guide 236 Proprietary & Confidential Figure A-32 Waiting room setting process Anything entered? No Start WR Setting Process 1, 2, or 3? Waiting Room Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Y...

Voice Prompts and Call Flows Proprietary & Confidential 237 Figure A-33 Entry announce process 19 (DTMF) Start Entry Announce Process Entry Announce Process Describes what the system plays to the conference (shaded boxes) as someone enters the conference. Starts and ends in Subscriber, Participa...

ReadiVoice Administration & Maintenance Guide 238 Proprietary & Confidential Figure A-34 Exit announce process 91 (DTMF) Start Exit Announce Process Exit Announce Process Describes what the system plays to the conference (shaded boxes) as someone leaves the conference. Starts in conference a...

Voice Prompts and Call Flows Proprietary & Confidential 239 Figure A-35 Waiting room process (subscriber) wr_new_caller_.wav <recorded name> _wr_new_caller.wav #5 entered (process callers)? 10 sec. timer Yes 1 entered? Yes * entered? #6 entered (toggle notif.)? No No Yes No Yes Subscriber ...

ReadiVoice Administration & Maintenance Guide 240 Proprietary & Confidential Figure A-36 Toggle waiting room reminders process Reminders on? Toggle acknowledge type? wr_notification_off.wav or custom .wav file Yes No None 18 (DTMF) Toggle Waiting Room Reminders Process Starts in conference w...

Voice Prompts and Call Flows Proprietary & Confidential 241 Figure A-37 Roll call process Any recorded names? No Yes rc_conf_.wav count (numbers.wav) _rc_conf.wav recorded names (pt_operator.wav for operator; pt_recorder.wav for recorder) Roll Call Process Starts in conference when participant o...

ReadiVoice Administration & Maintenance Guide 242 Proprietary & Confidential Figure A-38 Operator request process Operator Request Process Starts in conference when participant or subscriber enters operator request command (via DTMF or Moderator/API). Ends at Rejoin Conference process. Oper ...

Voice Prompts and Call Flows Proprietary & Confidential 243 Figure A-39 Rejoin conference process mute_part_join.wav Start Rejoin Conf Process Rejoin Conference Process When someone in conference enters a command, the system usually disconnects that person’s line (channel) temporarily from the c...

ReadiVoice Administration & Maintenance Guide 244 Proprietary & Confidential Figure A-40 End conference process (subscriber) Start Sub End Conf Process ct_manual_prompt.wav Get tones Error 1 entered? 10 sec. timer Yes Subscriber End Conference Process Starts in conference when subscriber ent...

Voice Prompts and Call Flows Proprietary & Confidential 245 Figure A-41 In-conference commands by subscriber In-conference Subscriber/Moderator Commands Subscriber entered *4 (or Moderator) Subscriber entered ** cf_in_conf_subs_cmd_help.wav Rejoin Conference Waiting room? lck_conf_locked.wav wr_...

Voice Prompts and Call Flows Proprietary & Confidential 247 Figure A-43 In-conference commands by subscriber (continued) In-conference Subscriber DTMF and Moderator Commands All start in conference when subscriber enters indicated DTMF (touchtone) command (defaults shown) or corresponding Modera...

ReadiVoice Administration & Maintenance Guide 248 Proprietary & Confidential Figure A-44 In-conference commands by participant In-conference Participant Commands Participant entered ** cf_in_conf_part_cmd_help.wav Rejoin Conference All start in conference when participant enters indicated DT...

Voice Prompts and Call Flows Proprietary & Confidential 249 Figure A-45 Conference termination process Start Conf Termination Process Conference Termination Process Starts in conference when system determines that conference has exceeded the maximum time for a one-person (or configured minimum) ...

ReadiVoice Administration & Maintenance Guide 250 Proprietary & Confidential Figure A-46 Other in-conference events Miscellaneous Events In-conference events experienced by those indicated in circumstances shown. ct_manual_disconnect.wav Subscriber entered #8 and then 1 Hook Hook sd_conf_now...

Proprietary & Confidential 251 B CDR Data Reference This appendix describes post-conference data found in the Call Detail Records (CDRs). CDRs provide the billing information for your ReadiVoice system. CDR Processing Database The CDR database is composed of five Informix tables. These tables ar...

ReadiVoice Administration & Maintenance Guide 252 Proprietary & Confidential Informix CDR Tables Five Informix tables hold information from completed conferences: • Conference Information ( cdr_post_conf ) • Participant Information ( cdr_post_part ) • Feature Information ( cdr_post_state ) •...

CDR Data Reference Proprietary & Confidential 253 reserver_title CHAR(10) Title of subscriber. In the CNOW database, this is TITLE from the SUBSCRIBERDETAIL table. reserver_first CHAR(30) First name of subscriber. In the CNOW database, this is FIRSTNAME from the SUBSCRIBERINFO table. reserver_la...

ReadiVoice Administration & Maintenance Guide 258 Proprietary & Confidential Table B-3 Feature Information (cdr_post_state) Field Name Field Type Description conf_id INTEGER Conference ID (key to cdr_post_conf table). part_id INTEGER Participant ID (key to cdr_post_part table). feature SMALL...

CDR Data Reference Proprietary & Confidential 259 The ACM Data table is available for storing additional data collected by ACM (Application Control Mode) applications that you develop. The ACM application is responsible for sending the collected data to the ACM manager in the form key:value . Se...

Proprietary & Confidential 261 C SNMP Events and Alarms This appendix contains reference information for ReadiVoice system and bridge events and their SNMP variables. It also describes SNMP logging, which produces log files of usage and performance data, and the ReadiVoice Monitoring Tool, which...

SNMP Events and Alarms Proprietary & Confidential 263 Contents of the SNMP MIB The MIB contains four tables: sysTable — system information sysHistogramTable — system histogram (statistical) information brgTable — bridge information brgHistogramTable — bridge histogram (statistical) information T...

ReadiVoice Administration & Maintenance Guide 266 Proprietary & Confidential Using the SNMP Log Files If you enable the SNMP logging function (see “Enabling SNMP Logging” on page 141), it writes system usage and performance data to log files on an ongoing basis. This data can be useful for t...

ReadiVoice Administration & Maintenance Guide 270 Proprietary & Confidential Contents of Histogram Log File Figure C-3 shows a sample of a histogram log file. The first line in the sample contains the field names. The remaining lines are example records. The logging function writes a record ...

Proprietary & Confidential 271 D ReadiVoice-IP with IP Tributaries ReadiVoice-IP systems can be configured to enable the IP Tributaries feature. This feature provides alternative access methods for initiating and entering a conference. These methods perform authentication and call routing, and t...

ReadiVoice Administration & Maintenance Guide 272 Proprietary & Confidential Password Included — One-Password Call Flow ReadiVoice-IP has three possible IP tributaries for one-password call flows. Clear Text Password In this type of SIP INVITE , the TO header includes the access code and pas...

ReadiVoice-IP with IP Tributaries Proprietary & Confidential 273 or TO: sip: accessnumber @ host ;PCODE= password When the header has one of these formats, the caller enters the traditional ReadiVoice call flow after the password prompt (rather than being prompted for a password). If the passwor...

ReadiVoice Administration & Maintenance Guide 274 Proprietary & Confidential Implementing IP Tributaries To implement IP tributaries: 1 Voyant technical support must modify the . suarc configuration file and enable the IP tributary configuration parameters. 2 You must create the mechanism (e...

Proprietary & Confidential 275 Index Symbols .odprocrc file 138 A access managing 63 phone numbers 35 translation numbers 22 access class access number assignments 40 adding 33 defined 33 deleting 34 renaming 34 Access Classes page 33 access phone numbers adding 36 changing access class 40 chang...

ReadiVoice Administration & Maintenance Guide 280 Proprietary & Confidential routing list 29 restarting ReadiVoice processes 111 Solaris 112 restoring manual backup 115 , 116 purged CDR records 108 rlogcap 97 , 111 roll call touchtone commands 161 routed system 5 routing lists 25 deleting 29...