Avaya CPSEE_TSP500 manual

Av aya Aura™ Contact Center CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. NN44400-604 Document status: S tandard Document issue: V ersion 4.0 Document date: 16 July 2010 Product release: Release 6.0 Job function: Administration T ype: T echnical Publication Language type: Engli[...]

Copyright © 2004-7 by SER Solutions, Inc. ("SER"). All ri ghts reserved. This informatio n includes con- fidential and trade secret information of SER So lutions and may not be d istributed or dis- closed without the prior written consent of SER Solutio ns. All information in this document is subject to change without notice and does no [...]

Table of Cont ents CPSEE_TSP500 User Guide V ersion 4.0 Contents-1 This documen t is confiden tia l an d proprietary to SER Solutions and is not for extern al use. Table of Contents Chapter 1 Overview ............... ............................................................ 1-1 Introduction to This Guid e .................. .....................[...]

Table of Contents CPSEE_TSP500 User Guide V ersion 4.0 Contents 2 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Quit ....................................................... .......................................... .............. 3-3 Activating the CPSEE_TSP500................................. .....[...]

Table of Cont ents CPSEE_TSP500 User Guide V ersion 4.0 Contents-3 This documen t is confiden tia l an d proprietary to SER Solutions and is not for extern al use. Unrestricted Manual Dial - Feature ............................................................ 4-23 Digital Station Dials - Enhancement ......................... .......................[...]

Table of Contents CPSEE_TSP500 User Guide V ersion 4.0 Contents 4 This document is con fidential and propr ie tary to SER Solutions and is not for external use. PARK......................................................................... ................................. 5-16 PLAY .................................................... ..............[...]

Table of Cont ents CPSEE_TSP500 User Guide V ersion 4.0 Contents-5 This documen t is confiden tia l an d proprietary to SER Solutions and is not for extern al use. trunks.cnf ................. ................................. .......................................... ......... 6-3 tsp.cnf (Dialing Rules) ............ .............................[...]

Table of Contents CPSEE_TSP500 User Guide V ersion 4.0 Contents 6 This document is con fidential and propr ie tary to SER Solutions and is not for external use. TSP Control.......... ................................................. .............................. ......... 8-7 Notes .................... .............................................[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 1-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 1 Overview This chapter provides an overview of this documen t, document conventions, and CPSEE_TSP500. It contains the fol lowing sections: • Introduction to This Guide • Document Conventions • I[...]

Chapter 1 Overview Page 1-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Introduction to This Guide The CPSEE_TSP500™ User Guide is inte nded for use by SER Solutions support personnel and administrators. It describes the various menu options, and how to naviga[...]

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Document Conventions This guide uses the fo llowing conventions. Any screen fields, buttons, tabs, or other controls that you can manip ulate are printed in bold type. Keys that you press on [...]

Chapter 1 Overview Page 1-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Introduction to the CPSEE_TSP500 The CPSEE_TSP500 Call Processing Syst em combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 currently[...]

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-5 This document is con fidential and propr ie tary to SER Solutions and is not for external use. CPS_TSP500 System and Upgrades CPS_TSP500 consists of three major components includi ng the CPS_TSP500 Application software, NMS drivers and the TSP500 Configuration T ool. This version opera[...]

Chapter 1 Overview Page 1-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. System Cap acity The CPS_TSP500 System uses telephon y cards, supplied by NMS (Natural Micro Systems), for domestic and intern ational configurations. There are sev- eral factors involved in[...]

Chapter 1 Overview CPSEE_TSP500 User Guide Version 4.0 Page 1-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The CPS_TSP500 T elephony Cards Standard telephony cards for the CPS_T SP500 include three models. T able 1-2: TSP500 T elephony Cards Model Name Description T1Systems E1 Systems CG 6500C-0L/[...]

Chapter 1 Overview Page 1-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. TSP System Connections Monitor and Keyboard Connections Connect a standard 102 key PC keybo ard to the connector on the rear of the CPU Card. Connect a standard VGA monito r to the 15-pin D [...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 2-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 2 TSP User Procedures This section incl udes the followi ng: • Shutting Down The CPSEE_TSP500 • Rebooting the CPSEE_TSP500 • S tarti ng and S topping The CPSEE_TSP500 • Auto Booting the TSP • [...]

Chapter 2 TSP User Procedures Page 2-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Shutting Down The CPSEE_TSP500 T o shutdown and Power Off the TSP do the following: 1. Log into “tspshutdown” (password is “tspshutdown”) 2. Answer “y” to the ques tio[...]

Chapter 2 TSP User Procedures CPSEE_TSP500 User Guide Version 4.0 Page 2-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Rebooting the CPSEE_TSP500 T o instruct the CPSEE_TSP500 to reboot and restart Linux do the following: 1. Login to “tspreboot” ( password is “tspreboot”) 2. Answer “y” [...]

Chapter 2 TSP User Procedures Page 2-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. S t arting and S topping The CPSEE_TSP500 S t arting The TSP From The menu From the TSP User Interface, 1. Select “Admin_T erminal” 2. If TSP was just started – give it time[...]

Chapter 2 TSP User Procedures CPSEE_TSP500 User Guide Version 4.0 Page 2-5 This document is con fidential and propr ie tary 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 the TSP auto start when LINUX is restarted, a[...]

Chapter 2 TSP User Procedures Page 2-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Setting the T i me/Date on the TSP Using “date” to set the time while the TSP is running is dangerous. It could ruin system files and interfere with the dialing algorithms. Th[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 3-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 3 S t arting/Configuring TSP500 This section incl udes the followi ng: • Logging Into TSP • The Main Menu • The TSP Configuration Menu[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Logging Into TSP The TSP application is protected by a login and password. Y ou can access the application by either performing a T elnet to the session or by access a [...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide Version 4.0 Page 3-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The Main Menu The Main Menu has the following options: •Q u i t • Activate_TSP • Admin_T e rminal • Configuration • Simulated_TSP •U n i x _ S h e l l Quit Se[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Admin T erminal Once the TSP is running, yo u can a ccess the Admin T erminal (dumb termi- nal) by selecting the Admin_T erminal item in the menu. Y ou can also access [...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide Version 4.0 Page 3-5 This document is con fidential and propr ie tary 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 bring you back to the Main menu. Accessing the [...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Modifying the ISDN Configuration Overview The ISDN Config uration tool permits the configuration of each ISDN span. The tool can either configure each span separately o[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide Version 4.0 Page 3-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. . Editing the ISDN Configuration T o use the ISDN config uration tool you must first select the trunk spans that you want to configure. The example below used “ALL” a[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The ISDN Configuration has two differ ent types of configuration variables: • Stati c configurations that can change d but will not take effect to after a system rebo[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide Version 4.0 Page 3-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. default = 2 (T1) default = 3 (E1) Figure 3-8. ISDN Configuration: Transfer Mode. Figure 3-9. ISDN Configuration: Transfer Rate. Figure 3-10. ISDN Configuration : User Inf[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Figure 3-1 1. ISDN Configuration: Network Signalin g Behavior . Figure 3-12. ISDN Config uration: Destination N um ber Plan. Figure 3-13. ISDN Config uration: Destinat[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide V ersion 4.0 Page 3-11 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Figure 3-15. ISDN Configuratio n: Origination Number T ype. Figure 3-16. ISDN Configuratio n: Origination Number Screen. Figure 3-17. ISDN Configuration: Origination Nu[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Consult carrier for calling name and proper configuration. V iew ISDN Configurations The V iew ISDN Configurations sc reen disp lays current ISDN configuration for sel[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide V ersion 4.0 Page 3-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Reset ISDN Configuration Reset ISDN Configuration will reset the selected sp an(s) to default settings. Configuring the Syslog The configuration file for controlling th[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. SYSLOG V iewers There is a variety of syslogger software on the market. W e can use any RFC- 3164 compliant syslogger that used UDP messages for receiving events. T es[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide V ersion 4.0 Page 3-15 This document is con fidential and propr ie tary to SER Solutions and is not for external use. AgT race_3073 BoardInfo CAS Signals Figure 3-24. TSP T ools. Figure 3-25. AgT race_3073. Figure 3-26. Board Information example. Figure 3-27. CAS Signals.[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-16 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. ISDN T race V iew T race File Figure 3-28. ISDN T race. Figure 3-29. View T race File example.[...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide V ersion 4.0 Page 3-17 This document is con fidential and propr ie tary to SER Solutions and is not for external use. V iew the T runks File T runk Protocol Y ou must assign a specific “Protocol” name to each trunk span. Currently supported protoc ols are : Figure 3-30. View T runk[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-18 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Tr u n k Ty p e The “T ype” field indicates whether this span is used as a normal span con- nected to the network (T), as a normal span acting as the network (N), [...]

Chapter 3 Starting/Configurin g TSP50 0 CPSEE_TSP500 User Guide V ersion 4.0 Page 3-19 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk W ait for First Digit The “W ait1stDig” field indicates numbe r of mil liseconds to wait for the first digit to arrive on a i nbound call. T runk W ait for D[...]

Chapter 3 Starti ng /C onfiguring TSP500 Page 3-20 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 4-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 4 Features and Enhancement s This section includes a list of features and enhancements and their descriptions. It includes the following: • Introduction • Restarting Protocols • Integrated Recordi[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Introduction The TSP500 Call Processing System is a comprehensive sy stem that com- bines predictive dialing with voice re cognition techniques and information processi[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide Version 4.0 Page 4-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Rest arting Protocols Occasionally , it may be neces sary to restart the telephony protocol on a spe - cific trunk channel. Y ou can now start the protocol using the Admi[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Graceful Camp aign Close The option flag “ Let Dials Complete On Campaign Close ” has been added to the Enterprise Edition TSP . Norma lly , the TSP will drop any d[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide Version 4.0 Page 4-5 This document is con fidential and propr ie tary 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 conferencing parties. Integrated Recording[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Agentless Camp aign - Feature The campaign mode called “Agentless” dials on behalf of campaigns without live agents. Non-answered calls (busies, RNAs, et c.) are di[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide Version 4.0 Page 4-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T ext-T o-S peech (TTS) Messages - Feature The ability to play an arbitrary TTS vo ice message has b een added to the TSP500. The creation of the TTS messag e is not the [...]

Chapter 4 Fe a tures and Enh an cement s Page 4-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Caller ID Name - Feature Y ou can specify Caller ID name on a dial-b y-dial or global basis on the TSP . Under control of the ISDN configuration tool in the TSP , Calle[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide Version 4.0 Page 4-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. 0 0 0 0 Let Dials Complete On Campaign Close 1 Dont Route Inbound Calls 0 Always Beep Agent On Connect 0 Dont Answer On Timeout[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Collect DTMF Digit s - Feature The capability to collect Dual-T one MultiFrequency (DTMF) digits from the customer is available. Upon receivin g a request to collect d[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-11 This document is con fidential and propr ie tary 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 of fer a ser - vice in which a called party will be able to provi de a pe[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The default for this keyword is off (unless configured by Call Manager – see below). Protocol B support is being offered using a new message, Ts .[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk Features and Enhancement s New T runk Utilization files - Feature A new method of capturing trunk utiliz ation histor y has been added to the TSP . The new histo[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. D Nth min ute of the day . E Average Number of In Service Predictive T runks during that minute F Percent of Predictive T runks available.. G Percent of T runk Bound c[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-15 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Billing Codes - Feature Billing Digits are pulsed out to the pa rticipating carriers to provide a mecha- nism of categorizing customer ’ s phone bills. Configuring th[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-16 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. User Dat a Features and Enhancement s Sending User Dat a over ISDN - Feature Added the ability for the Adjunct to se nd User Data over IS DN using UUI Information Elem[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-17 This document is con fidential and propr ie tary to SER Solutions and is not for external use. New Country - Feature Support for India has been added to the TSP . See also: “Initialize Configuration” on page 7- 10 for a list of coun- tries.[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-18 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Monitoring Features and Enhancement s Silent Coaching - Feature Silent Coaching is the ability for a superv i sor to talk to an Agent without the called party hearing [...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-19 This document is con fidential and propr ie tary to SER Solutions and is not for external use. • Client Monitors can perform Silent Co aching. The agent will hear both the Supervisor and Client. • Silent Coaching spans individual ca lls. That is, coaching con[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-20 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. This is accomplished by assigning spec ific agent stations to Manual Moni- tors. If a Monitor attempts to monitor a station that is not assigned, a “fast busy” wil[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-21 This document is con fidential and propr ie tary to SER Solutions and is not for external use. MONITOR_ASSIGN6 1-48 MONITOR_ASSIGN7 49-57 77 97-104 109 MONITOR_ASSIGN7 120-128 From the above ex amples it should be clear that: • Different monitors can be assigne[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-22 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. assigned. • The Admin T erminal command “ spstuff " displays “Monitor has Assigned Station List”, if a monitor has been restricted via the MONITOR_ASSIGN [...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-23 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Dialing Features and Enhancement s Unrestricted Manual Dial - Feature A TSP limitation of Manual Dialing in the USA is that the TSP is expecting ten digits. Once it rec[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-24 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Example: RETR Y_INCOMPLETES 1! Incomp letes will be retried. RETR Y_INCOMPLETES 0 ! Do Not retry incompletes. The install flag DO_NOT_RETR Y still ha s over all contro[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-25 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Answering Machine Enhancement s Detecting Beep s on Answering Machines - Feature The method used to dete ct answering machine beep s involved waiting for the beep, and [...]

Chapter 4 Fe a tures and Enh an cement s Page 4-26 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T able 4-1: V oice Detection Parameters, keywor ds, and Admin T erminal commands for dynamic adjustments. Keyword Default Admin Te r m i n a l Description VOICE_TONE_R[...]

Chapter 4 Feat ure s and Enhanc emen ts CPSEE_TSP500 User Guide V ersion 4.0 Page 4-27 This document is con fidential and propr ie tary to SER Solutions and is not for external use. New Commands New Dumb T erminal Commands - Feature load misc A new option has been ad de d to the “load” command . The “misc ” option permits the loading of the[...]

Chapter 4 Fe a tures and Enh an cement s Page 4-28 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 5-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 5 Admin T erminal Commands This section incl udes the followi ng: • Introduction • List of Commands[...]

Chapter 5 Admin Te rminal Commands Page 5-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Introduction Once connected to the TSP using the Admi n_T erminal, a variety of co m- mands (some similar to Call Processor or TSP-300 commands) are available to control the [...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. List of Commands BUG This is a diagnostic command that turn s on tracing for sele cted components of the TSP . Ty p i n g bug by itself will display a list of items that can be[...]

Chapter 5 Admin Te rminal Commands Page 5-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 audio signals for use in voice detection analys[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-5 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Syntax: capture <file nam e> <Matrix Number (in hex)> CAPTURE_TNUM Automatically records the call progress (audio) of the specified telephone number the next time i[...]

Chapter 5 Admin Te rminal Commands Page 5-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Syntax: clock [-s -u] The “-s” switch displays the current cloc k status. If no switch is supplied, the “-s” switch is assumed. The “-u” switch forces the TSP to [...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. CRA TE Sets the simulated conn ect rate. Only af fects the Simulated TSP . DIAL Performs an unclassified dial by dialin g the number given. If a trunk number is supplied, the t[...]

Chapter 5 Admin Te rminal Commands Page 5-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 associated w ith logical DSP’ s and NOT physical DSP[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. HTRUNK (ht) Forces a Far End Hang-up condition. This co mmand should NEVER be used on a live system. It is in tended for engineering use on ly . INBOUND (inb) This command prov[...]

Chapter 5 Admin Te rminal Commands Page 5-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. IPST A TS This command displays the number of IP Addresses that have been registered to receive TSP Lights and of those the number that have been unregistered. This informat[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-11 This document is con fidential and propr ie tary 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 devices. A device can be a trunk, station, or D[...]

Chapter 5 Admin Te rminal Commands Page 5-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. LOG T oggles logging on and of f. TSP maintains a log file located in the log directory . Example: /usr/hom e/cpstsp/cps01/log All errors are automatically written to this f[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Notes 1. Decibel changes are remembered and will survive a reboot. 2. The Admin T erminal “ dial ” command has been modified to automati- cally connect to Music-On-Hold w[...]

Chapter 5 Admin Te rminal Commands Page 5-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T esting Music On Hold 1. Disable trunk 1. disable 1 2. Enable Music-On-Hold. music on 3. Launch a test dial to yourself – wh en you answer , you should be hearing Music-O[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-15 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T able 5-6: Option Flags. Option Desc ription Allow Dial T one T o St a tions 1 = Provide dial to ne to stations. 0 – Don’t provi d e di a l tone to st ations. Allow Manu[...]

Chapter 5 Admin Te rminal Commands Page 5-16 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. PA R K Connects a device to silence. A device can be a trunk, station, or DSP . Syntax: park <Matrix Number> PLA Y Plays the specified Encore V oice Message to the sp [...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-17 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Distribution times are available globally or by campaign. Syntax: poisson [–a | –e | –p | – q | –t | –v | –w | –z | –c] [campaign numb er] Connect Time The [...]

Chapter 5 Admin Te rminal Commands Page 5-18 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. PREP This command checks the state of the specified trunk. If a trunk is de ter- mined to be out-of-service, it i s placed on a queue of trunks to be checked later . Enterin[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-19 This document is con fidential and propr ie tary to SER Solutions and is not for external use. CampBusy Holds the Campaign data structure for Campaigns that are opene d. By lo ok- ing at the current and peak coun ts, you can tell if any Campaigns are currently opened, [...]

Chapter 5 Admin Te rminal Commands Page 5-20 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Holds DSPs that have failed. Counts on this queue normally indicate a failure on a NMS Card. However , this failu re may be software- (or firmware-) related. Power cycling t[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-21 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Holds Message Port Blocks currently in use. When an Encore V oice message is played to one or more station or tr unks, it is played out of the DSP associ- ated with the data [...]

Chapter 5 Admin Te rminal Commands Page 5-22 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. TnA vail Holds the available T eleph one Number Blocks. The TSP is initialized with 4000 such blocks. Every telephone nu mber that arrives at the TSP requires a T elephone N[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-23 This document is con fidential and propr ie tary to SER Solutions and is not for external use. QPORT (qp) This command will display all Encore V oice Messages curre ntly playing, and the Stations or T runks that are listening to the messages. QUIT Exit the Admin_T ermi[...]

Chapter 5 Admin Te rminal Commands Page 5-24 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. RecBits = 0e 0 Recording Required 1 0 = Move File. 1 = Con catenate File. 1 Record 1 Minute Snipit s 1 Use Closing Threads 0 Use VCE instead of ADI 0 0 0 0 0 0 0 0 0 0 0 Rec[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-25 This document is con fidential and propr ie tary to SER Solutions and is not for external use. RECST A TE This command display info rmation about the state of the recording compo- nents. Example Enter Command-> recstate RecControl is UP RecWatch Daemon is UP RamDriv[...]

Chapter 5 Admin Te rminal Commands Page 5-26 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 specified V oice Message from the specified S[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-27 This document is con fidential and propr ie tary to SER Solutions and is not for external use. SHOW (sho) This command displays inform ation on a variety of c om ponents. This command may be entere d with the clear sta ts sw itch (-c), or the rotate through switch (-r)[...]

Chapter 5 Admin Te rminal Commands Page 5-28 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Example: show camp –a Displays Campaign related info rmation plus algorithm stats show cause Displays Campaign related information. This command can be entered with the cl[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-29 This document is con fidential and propr ie tary 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 Client logged into. • Caller ID of Client [...]

Chapter 5 Admin Te rminal Commands Page 5-30 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. show errors Displays various error counts, and some statistics. T able 5-17: show dstation. Command Description DS# Digital S tation Number . T ype T ype of digital st ation[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-31 This document is con fidential and propr ie tary to SER Solutions and is not for external use. show group Displays the T runk Numbers as signed to each T runk Group. show monids From the AdminT erm inal, yo u can disp lay the currently co nfigured IDs and passwords usi[...]

Chapter 5 Admin Te rminal Commands Page 5-32 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. show st at Displays a variety of information on Stations. This command can be entered with the rotate through switch (-r). In the show stations display , the Dtrk field disp[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-33 This document is con fidential and propr ie tary to SER Solutions and is not for external use. 18 inb 306 [0262]* O FF 2 Parked[7fff] waitq ue 0 . 19 inb 307 [0264]* O FF 2 Parked[7fff] connq ue 0 . 20 inb 308 [0266]* O FF 2 Parked[7fff] waitq ue 0 . show switch Displa[...]

Chapter 5 Admin Te rminal Commands Page 5-34 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Displays a variety of information on Trun ks. This command can be entered with the “clear stats” switch (-c), or the “rotate through” switch (-r). show util If enter[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-35 This document is con fidential and propr ie tary 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 to determine live voice. Syntax: silence_db [...]

Chapter 5 Admin Te rminal Commands Page 5-36 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. sline <station number> [St ation Number] SLOTS (s l) The slots command displays information on a trunk card basis. A trunk card, in the view of TSP , is a single span.[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-37 This document is con fidential and propr ie tary to SER Solutions and is not for external use. At the en d for each lin e may appear a R_ LOOP or L_LOOP if the span is in some form of loopback mode. SP AN This command is used to control th e state of ISDN channels. Cur[...]

Chapter 5 Admin Te rminal Commands Page 5-38 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 layer 2 for span 34 “in-service.” SPSTU[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-39 This document is con fidential and propr ie tary to SER Solutions and is not for external use. SYSLOG The sysl og command is similar to the install or options command because it allows setting hexadecimal bits to co ntrol what messages are sent to the T spLog ger . The[...]

Chapter 5 Admin Te rminal Commands Page 5-40 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. 1 Emergency 1 Alert 1 Critical 1 Error 1 Warning 1 Notice 1 Information 0 Debug 0 0 0 0 0 1 Send Manual Dial Info t o TspLogger 0 Allow ALL T1/E1 Alarms to TspLogger 0 Use S[...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-41 This document is con fidential and propr ie tary to SER Solutions and is not for external use. sages (indicating the various states trunk has entered) will be displayed. If a St ati on Nu mb er is entered then the received audio of the trunk is piped to the station. TO[...]

Chapter 5 Admin Te rminal Commands Page 5-42 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The options (m,i,and o) are for ISDN l ines only , and may not be supported on all protocol variants. Examples : tr 34 Display information about trunk 34. tr 34 d Display a [...]

Chapter 5 Admin Terminal Commands CPSEE_TSP500 User Guide V ersion 4.0 Page 5-43 This document is con fidential and propr ie tary to SER Solutions and is not for external use. VOICE_LEAKAGE Allows changing the leakag e time variable. The de fault is 8. T o set the value permanently , use the VOICE_LEAKAGE_TIME keyword in the Dialing Rules. Syntax: [...]

Chapter 5 Admin Te rminal Commands Page 5-44 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. VOICE_NOISE Allows changing the noise level. The default is 81 920. T o set th e v alue per- manently , use the VOICE_NOISE_LEV EL keyword in the Dialing Rules. Syntax: voic[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 6-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 6 T runk S p ans and Dialing Rules This section addresses trunk spans and the Dialing Rule file. It includes the fol- lowing sections: • Common Directory •t r u n k s . c n f • tsp.cnf (Dialing Ru[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Common Directory A new configuration di recto ry now cont ains files and directories for CPS Enterprise Edition systems. The directory is located under the /opt dir[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. trunks.cnf The trunks.cnf file contains configura tion information concerning the type of T runk Spans installed in your CPSEE_TSP5 00. It assigns the “protocol” t o[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. t sp.cnf (Dialing Rules) The tsp.cnf file is the Dialing Rule fi le. Building Dial ing rules can be some- what complicated and quite often takes experi ence to util[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-5 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Building Dialing Rules T u torial The tsp.cnf file is accessi ble through the Co nfiguration item in the TSP menu. Selecting the DialingRules item invokes a “vi” edi[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. This keyword specifies the time (in secon ds) that the AMD analysis will look for the beep at the end of the Answer ing Machine. If timeout occurs, the TSP will con[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. AUT O_LOG If non-zero, it instructs the TSP to automatic ally log events. The value is the decimal equivalent of the hexadecimal va lue of the bug setting. A typical set[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. This keyword identifies which country the CPSEE_TSP500 is located in. It is automatically assigned by the TSP Configuratior an d should not be changed. DEF AUL T_BI[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide Version 4.0 Page 6-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Examples The following “ver” screen shows t hree trunk groups configured for Billing Digits. From the dialing rules it can be assumed that the cu stome r required a [...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. This keyword is reserved for Engineer ing and should NEVER be modified unless instructed to do so by Engineer ing. The default value for this keyword is zero. DIAL[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide V ersion 4.0 Page 6-11 This document is con fidential and propr ie tary to SER Solutions and is not for external use. assignment. That is, if at the time of th e dial request, no trunks are available in that specified trunk group, a search will begin for a t runk in another group. In [...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Specifies other area codes that ha ve tele ph one numbe rs local to yo u. LOCAL_EXCHANGE_0 through LOCAL_EXCHANGE_31 Associated with each Area Code is ex changes w[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide V ersion 4.0 Page 6-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. guaranteed as signment. That is , if at the time of the dial request, no trunks are available in that specified trunk grou p, a search will begin for a trunk in anothe[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. NUM_TRUNKS This keyword specifies the total number of trunks and Stations configured on the CPSEE_TSP500. It is automati cally assigned by the TSP Configurator . O[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide V ersion 4.0 Page 6-15 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Example: RNA_EXTEND_TIME This keyword specifies the number of seco nds to extend call analysis if the Ring No Answer timeout has occurred but the call has been answe r[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-16 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The character “n” is kept for backwa rd compatibility , and equates to a one second pause. SPYLIST This keyword specified a station, or ra nge of statio ns, th[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide V ersion 4.0 Page 6-17 This document is con fidential and propr ie tary to SER Solutions and is not for external use. TONE_FREQ specifies the frequency of the tone to be detected after the tele- phone number has been launched. It is the mid-range frequency of the expected tone. The de[...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-18 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runks can be entered e ither as individual numbers, or ranges. Example TRUNK_GROUP_1 3 5 17-29 TRUNK_IDLE_TIME This keyword defines th e minimum time a trunk mus[...]

Chapter 6 Trunk Spans and Dialin g Rules CPSEE_TSP500 User Guide V ersion 4.0 Page 6-19 This document is con fidential and propr ie tary to SER Solutions and is not for external use. machine. The default is 2200 millisecond s (2.2 seconds), and should not be changed unless advised to do so by Engineering. VOICE_ANSM_MLENGTH This keyword specifies ([...]

Chapter 6 Tr un k Spans and D ia lin g Rules Page 6-20 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. This keyword allows changin g the vo ice to tone ratio. Higher numbers means less emphasis is given to tone a nd more to voice. The default is 393126. W AIT_FOR_SU[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 7-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 7 The TSP Configuration T ool This section incl udes the followi ng: • Configuration T ool Overview • Using the Configuration T ool • Configuration Files • Configuring the System • Sample T1 C[...]

Chapter 7 The TSP Configurat ion Tool Page 7-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Configuration T ool Overview The CPSEE_TSP500 Call Processing Syst em combines predictive dialing with voice recognition techniques and information processing. The CPSEE_T[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Using the Configuration T ool Requirement s • Y ou have a CPSEE_TSP500 switch running version CPS_TSP500.01.028 or higher . Audience This guide is designed for: • CPS[...]

Chapter 7 The TSP Configurat ion Tool Page 7-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Configuration Files NMS Directory St ructure The “cg” branch of the structure contai ns the necessary files for the CG type cards. The “cfg” directory underneath c[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-5 This document is con fidential and propr ie tary 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<s l ot>.cfg” file. The “oam” branch cont ains con[...]

Chapter 7 The TSP Configurat ion Tool Page 7-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk Protocol Selection and Storage Information The avai lable ISDN Protoc ol V a riants are listed in T able 7 -1. The NMS V ariant Name i s stored in the /opt/ser//cfg[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Line Codes The available Line Codes are listed in T able 7-3. The available Line Codes available vary with T1 and E1 Lines. Framing T ypes The available Framing T ypes ar[...]

Chapter 7 The TSP Configurat ion Tool Page 7-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Card T ype Selection The available Card T ypes are listed in T able 7-5. All card types can be used on a system, but there are desirable car d types associated with T1 and[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide Version 4.0 Page 7-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Configuring the System The first thing that must be done is th e initializat ion of the system configura- tion. W ithout doing this , the system cannot run. Accessing Con[...]

Chapter 7 The TSP Configurat ion Tool Page 7-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Boards Depending on the board, it will say CG_6565 or CG_6500. If Y es, If no, asks if you want to configue for a 650 instead? Initialize Configuration The initial config[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-11 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Select the country where this system will be installed: Note: Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configu[...]

Chapter 7 The TSP Configurat ion Tool Page 7-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. . If a 6565 this is what you will see: T runk Information The list of avail able ISDN Protocols is dependent on the usage of T 1 or E1 Lines. Refer to T able 7-1 for the [...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The list of avail able CAS Protocols is depe ndent on the usag e of T1 or E1 Lines. Refer to T able 7-2 for the actual list displayed. The CAS Groups represent the nu m[...]

Chapter 7 The TSP Configurat ion Tool Page 7-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 th ere is no limitation on the number of CAS Groups.[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-15 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Distinguishes between a CPS and CPS Enterprise Editi on TSP and identifies the location for the TSP Confi guration files to be saved. The editing session starts immedia[...]

Chapter 7 The TSP Configurat ion Tool Page 7-16 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The list of avail able ISDN Protocols is dependent on the usage of T 1 or E1 Lines. Refer to T able 7-1 for the actual list displayed. The list of available ISDN Frame T [...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-17 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The list of avail able CAS Line Codes is dependent on the usage of T1 or E1 Lines. Refer to T able 7-3 for the actual list displayed. Displaying the Configuration The ?[...]

Chapter 7 The TSP Configurat ion Tool Page 7-18 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The “D” next to the trunk sp an number indicates that this is a Digital S tation trunk span. Displaying Card Layout When the tool is done displaying the configuration[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-19 This document is con fidential and propr ie tary 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 files and the “Edit/V iew Co nfigurati[...]

Chapter 7 The TSP Configurat ion Tool Page 7-20 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. If you answered “y” to the question ab out overwriting the current configura- tion files, a backup copy of the current set of configuration files will be cre- ated. A[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-21 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Whenever you save a new set of perman ent configuration files, a backup copy of the current set is saved prior to overwriting. A directory is created containing the set[...]

Chapter 7 The TSP Configurat ion Tool Page 7-22 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Sample T1 Configuration Initialization T runk Information[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-23 This document is con fidential and propr ie tary to SER Solutions and is not for external use. S t ation Information[...]

Chapter 7 The TSP Configurat ion Tool Page 7-24 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Encore and Conf erencing Information In this example we have defined there to b e 168 S tations using a CG 6500- 0L/8TE card and a CG 6500C/64-0L/16TE card. The number of[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-25 This document is con fidential and propr ie tary 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, the six trunk spans running ISDN NI 2 prot[...]

Chapter 7 The TSP Configurat ion Tool Page 7-26 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The first four trunk spans on this card are running ISDN A T&T 4ESS proto- col. The next fi ve trunk spans are configured to run CAS Gro up 1 which is W ink Outbound.[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-27 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Wa r n i n g! It is very important to reboot the system in order for the correct country information to be used.[...]

Chapter 7 The TSP Configurat ion Tool Page 7-28 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Sample T1 Configuration Modification This chapter contains a sample fo r modifying a system configuration In this example, the system is currently defined for 168 S tatio[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-29 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The Editing tool proceeds by promptin g for specific information on each card. “Card 1” corresponds to th e card located in Shelf-Sl ot 1-7, “Card 2” correspond[...]

Chapter 7 The TSP Configurat ion Tool Page 7-30 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk Spans 1 through 4 on this card are running ISDN A T&T 4ESS prot ocol and none of these ISDN trunk sp ans are to be use d as Digital Stations. T runk Spans 5,6,[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-31 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk Spans 1 through 4 on th is card are running ISDN DMS protocol and none of these ISDN trunk spans are to be used as Digital Stations. T runk Spans 5 through 8 are[...]

Chapter 7 The TSP Configurat ion Tool Page 7-32 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: The configuration for Card 3 located in Shelf-Slot 1-5 is as follows:[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-33 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The card layout for this configuration is For this configuration it is expected that a CG 6500C-0L/8TE card be loaded above the Processor Card followed by a CG 6500C/64[...]

Chapter 7 The TSP Configurat ion Tool Page 7-34 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Sample E1 Configuration Initialization This chapter contains a sample fo r initializing a system configuration.[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-35 This document is con fidential and propr ie tary to SER Solutions and is not for external use. T runk Information S t ation Information[...]

Chapter 7 The TSP Configurat ion Tool Page 7-36 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. In this example, we have defined 18 0 S tations using two CG 6500C/64-0L/ 8TE cards and a CG 6500C-0L/8TE card. The number of total channels avail- able on this system is[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-37 This document is con fidential and propr ie tary to SER Solutions and is not for external use. The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: Eight of the 16 ISDN EuroISDN T runk Spans are defined on this card. The configuration for Card 2 [...]

Chapter 7 The TSP Configurat ion Tool Page 7-38 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. All of the trunk spans o n this card are running ISDN EMCA-QSIG protocol and trunk spans 3 through 8 are to be used as Digital S tations. The card layout for this configu[...]

Chapter 7 Th e TSP C on figuration Tool CPSEE_TSP500 User Guide V ersion 4.0 Page 7-39 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Wa r n i n g! It is very important to reboot the system in order for the correct country information to be used.[...]

Chapter 7 The TSP Configurat ion Tool Page 7-40 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 8-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 8 TSPLogger This section incl udes the followi ng: •O v e r v i e w • Description • Configuration • SYSLOG V iewe r s • TSP Control • Events •T s p R e l a y[...]

Chapter 8 TSPLog ge r Page 8-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Overview CPSEE_TSP500 has the capab ility to log specified m essages and events to a centralized logger . When there are multip le TSPs, it is desirable to provide a method of generating [...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Description Activating the T spLogger is accomplished by assigning the IP address of the PC running the syslogger . The conf iguration file for the T spLogger is /opt/ ser/cfg/syslog.cnf . W[...]

Chapter 8 TSPLog ge r Page 8-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Configuration The configuration file for controlling the T spLogger will be the file sys- log.cnf (located in the /opt/ser/cfg directory). Th e following describes the keywords used fo r [...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-5 This document is con fidential and propr ie tary to SER Solutions and is not for external use. SYSLOG_NAME This keyword is optional. It is used to specify a name that will display on the syslogger to identify the TSP . By default, t he hostname is displayed. How- ever , if you would l[...]

Chapter 8 TSPLog ge r Page 8-6 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. SYSLOG V iewers There is a variety of syslogger software on the market. W e can use any RFC- 3164 compliant syslogger that used UDP messages for receiving events. T esting for this featur[...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-7 This document is con fidential and propr ie tary 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 T spLogger . It is by the “syslog ” c ommand in the AdminT erminal. The “syslog” command is similar [...]

Chapter 8 TSPLog ge r Page 8-8 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. • “Use S trict RFC 3164 message format” is a matter of choice. If it is turned on, the local time of the TSP will be displayed.[...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide Version 4.0 Page 8-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Event s The following lists the currently define d events. Others may be added or existing ones modified as necessary . [TSP NAME] TSP Initializin g....... The TSP application has just been [...]

Chapter 8 TSPLog ge r Page 8-10 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. A T1 or E1 span failed to initialize. Th is could be due to an invalid configu- ration, or perhaps the TSP was stopped an d restarted too quickly . Reboot the TSP . If the problem contin[...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide V ersion 4.0 Page 8-11 This document is con fidential and propr ie tary to SER Solutions and is not for external use. [TSP_NAME] Third Party Dia l Failed – No Trunks. A Third Party Dial failed because no trunks were available. (not even in the general pool) [TSP_NAME] Stn: xxx Unable to get Conference R[...]

Chapter 8 TSPLog ge r Page 8-12 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. T spRelay Quite often TSPs are on isolated ne twork s behind Call Managers or Gate- ways. Access to a centralized logger dir ectly may not be possible. For these installations we of fe r[...]

Chapter 8 TSPLogger CPSEE_TSP500 User Guide V ersion 4.0 Page 8-13 This document is con fidential and propr ie tary to SER Solutions and is not for external use. nohup tsprelay_sco & For a Call Manager running Lin ux, it would be nohup tsprelay_lx & Errors The T spRelay will exit abnorma lly for the following reasons: • The file “relay [...]

Chapter 8 TSPLog ge r Page 8-14 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 9-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 9 Intrusion T one This section incl udes the followi ng: •O v e r v i e w : • Implementing Intrusion T one • Using Intrusion T one[...]

Chapter 9 Intr usion Tone Page 9-2 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Overview: Some countries outside the USA require th at an Intrusion T one be played to agents and called parties if they are be ing monitored. The frequency , cadence and decibel leve[...]

Chapter 9 Intrusion Tone CPSEE_TSP500 User Guide Version 4.0 Page 9-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Implementing Intrusion T one When implementing the Intrusion T one, you acquire the following: 1. Produce a tone compliant with th e country where the TSP is located. There is a tones.d[...]

Chapter 9 Intr usion Tone Page 9-4 Version 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Using Intrusion T one • If the INTRUSION keyword is NOT defined in the Dialing Rules file, or is defined, and set to zero, there will be no Intrusion T one injected into calls that [...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 10-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 10 TSP Light s This section incl udes the followi ng: • The TSP Light Display[...]

Chapter 10 TSP Lights Page 10-2 Version 4.0 C PS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The TSP Light Display The Light di splay used by engi neering is now available to any user that can access the TSP with a W eb Browser . The bottom six rows of the light displa y indica[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 11-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 1 1 Accessing T ext-T o-S peech This section addresses configuration necessary for reading T ext-T o-Speech mes- sages on the TSP500. It includes the following: • Accessing T ext-T o-Spee ch Messages[...]

Appendix 11 Accessing T ext-To-Speech Page 11-2 Version 4.0 C PS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Accessing T ext-T o-S peech Messages TSP500 has the ability to play an arb itrary T ext-T o-Speech (TTS) voice mes- sage. The creation of the TTS message is not the resp[...]

Appendix 1 1 Accessing Text-To-Sp eech CPSEE_TSP500 User Guide V ersion 4.0 Page 11-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Mounting the External Drive T o mount an external dr ive, do the following: 1. Login to the TSP500 as roo t . 2. Edit the file containing filesystem information: [root@t[...]

Appendix 11 Accessing T ext-To-Speech Page 11-4 Version 4.0 C PS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page 12-5 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Chapter 12 Integrated Recording This section addresses configuration ne cessary for Integrated Recording. It includes the following sections: • Introduction • Components of In tegrated Recordin g • Integ[...]

Appendix 12 Integrated Reco rding Page 12-6 Version 4.0 C PS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Introduction Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing partie s. The recording can have dif ferent uses[...]

Appendix 1 2 Integrated Recording CPSEE_TSP500 User Guide V ersion 4.0 Page 12-7 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Component s of Integrated Recording Recording Agent conversations on the TSP500 requires the following compo- nents: • RAM Disk • Recording Se rver • Disk Monitor Daemo[...]

Appendix 12 Integrated Reco rding Page 12-8 Version 4.0 C PS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. The mount point for th e shared drive is /home/EncW orkingData . A subdi- rectory EncImport is created for storing the au dio files created by the TSP . Disk Monitor Daemon [...]

Appendix 1 2 Integrated Recording CPSEE_TSP500 User Guide V ersion 4.0 Page 12-9 This document is con fidential and propr ie tary to SER Solutions and is not for external use. This Protocol C message contains a “fla g” field that specifies five possible actions: • Start Recording • Stop Recor ding • Pause Recording • Resume Recording ?[...]

Appendix 12 Integrated Reco rding Page 12-10 Ver s io n 4.0 C PSEE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Integrated Recording Operation Integrated Recording invo lves sending messages to and from the TSP , gener - ating a file, recording a c onversatio n, and movin g the aud[...]

Appendix 1 2 Integrated Recording CPSEE_TSP500 User Guide V ersion 4.0 Page 12-11 This document is con fidential and propr ie tary to SER Solutions and is not for external use. be down, and RecW atch will delete the file. Because of the limited capacity of the RAM disk, it is RecW atch’ s primary goal to keep the RAM disk as unoccupied as possibl[...]

Appendix 12 Integrated Reco rding Page 12-12 Ver s io n 4.0 C PSEE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

CPSEE_TSP500 User Guide V ersion 4.0 Page A-1 This document is confidential and p roprietary to SER Solutio ns and is not for external use. Appendix A T roubleshooting This section incl udes the followi ng: • Common Questions • CPSEE_TSP500 Hard Drive Diagnostic • Enhanced Logging for Socket Connections[...]

Appendix A Trou bleshooting Page A-2 Vers io n 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Common Questions 1. Is there a way to reload the teleph ony boards withou t actually rebooting the TSP? Y es. Stop the TSP application ( stoptsp ). Then login to root and type oam[...]

Appendix A Trou bleshoo t in g CPSEE_TSP500 User Guide Version 4.0 Page A-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Common Questions on Caller ID 1. What is the maximum number of dig its that I can use for the Client ID? Y ou can use up to four digits. 2. Can I use variable length Client IDs? Y[...]

Appendix A Trou bleshooting Page A-4 Vers io n 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary 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 status of the specified IDE Smart Drive. [...]

Appendix A Trou bleshoo t in g CPSEE_TSP500 User Guide Version 4.0 Page A-5 This document is con fidential and propr ie tary 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 Cl osing Socket on fd 13 - CTI tsp06.log:21:12:0[...]

Appendix A Trou bleshooting Page A-6 Vers io n 4.0 CPS EE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use.[...]

Index CPSEE_TSP500 User Guid e Version 4.0 Index-1 This document is con fidential and propr ie tary 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 Answering machines Detecting beeps 4-25 Detection par[...]

Index Index-2 Version 4.0 C PSEE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. Dual-Tone MultiFrequency 4-10 E E1 Configu r ation Sample 7-34 Edit Configuration 7-14 ENABLE 5-8 Encore and Conferencing 7-14 EventQue 5-20 Events TSPLogger 8-9 Excess 5-20 F Feature Integrated Recording[...]

Index CPSEE_TSP500 User Guid e Version 4.0 Index-3 This document is con fidential and propr ie tary to SER Solutions and is not for external use. Protocol Trunk 3-17 Q QCHECK 5-18 QMSG 5-22 QPORT 5-23 QUIT 5-23 Quit 3-3 R RAM Disk 12-7 Reboot TSP500 2-3 RECORD 5-26 Recording Agent 4-5 Recording Resource Manager 12-8 Recording Server 12-7 Redials Of[...]

Index Index-4 Version 4.0 C PSEE_TSP500 User Guide This document is con fidential and propr ie tary to SER Solutions and is not for external use. TONE_TIME1 6-17 TONE_TIME2 6-17 TOSSED_MESSAGES 6-17 Tpend 5-22 TpIdle 5-22 TPLAY 5-41 Trace View file 3-16 Trbidle 5-22 TRESET 5-41 Trunk Alerts to Syslogger 4-14 Board number 3-18 Information 7-12 Proto[...]