OpenScape V2.0 Media Server Administration Guide

HiPathOpenScape
V2.0
Media Server
Administration Guide
*1PA31003-S5020-A600-1-7619*
1P A31003-S5020-A600-1-7619
The information provided in this document contains merely general descriptions or

characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products.
An obligation to provide the respective characteristics shall only exist if expressly
agreed in the terms of contract.
Siemens AG 2003, 2004

Information and Communication Networks,
Hofmannstrae 51, D-81359 Mnchen, Germany
Reference No.: A31003-S5020-A600-1-7619 Printed in the Federal Republic of Germany.
Subject to availability. Right of modification reserved.
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Nur fr den internen Gebrauch
Contents
Contents
1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1 The HiPath Media Server Home Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Using the Sample Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 More About the Sample Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4 Outline View of the Sample Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5 Viewing and Listening to Sample Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6 Security Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7 Security level for browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8 System Administration Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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2 Setting Up the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

2.1 Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
2.2 Setting Up Subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
2.3 Creating and Editing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
2.4 Verifying License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
2.5 Configuring Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
2.5.1 Configuring DTMF_AA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
2.5.2 Resetting the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
2.5.3 Releasing Exclusive Use of an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
2.5.4 Configuring Intranet Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
2.6 Verifying Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10
3 Setting up and Managing the Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.1 About the Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.2 Importing subscribers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.2.1 To import OpenScape subscribers:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.2.2 To import non-OpenScape subscribers: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.3 Configure the Front-end Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.4 Add the Exchange Super User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.5 Create Subscriber Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.6 View Subscriber Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.7 Enter Interaction Center Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.8 Enter Fax Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.9 Use Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.10 Manage default documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.11 Administering Language Options for a Word Web Application . . . . . . . . . . . . . . . . .
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4 Setting up OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.1 About OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.2 Interaction Center folders contain HTML pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.3 What you need to do for OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4 Configure OpenScape Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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4.4.1 System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.2 Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.4.3 Interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4.5 Creating Interaction Center applications for OpenScape . . . . . . . . . . . . . . . . . . . . . . .
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5 Building Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

5.1 Basic Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.2 Recording wav Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
5.3 Creating an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
5.4 Deleting an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
5.5 Using the Application Builder Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
5.6 Steps Available for a Custom Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
5.6.1 Applet Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
5.6.2 Get User Input Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
5.6.3 Go To Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
5.6.4 Play Prompt Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
5.6.5 Record Prompt Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
5.6.6 Play Announcement Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
5.6.7 Menu Prompt Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14
5.6.8 GoSub Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
5.6.9 Caller time-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
5.6.10 Menu Announcement Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
5.6.11 Transfer Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19
5.6.12 Logic Step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19
5.7 Adding Steps to the Application Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
5.8 Uploading Files For Announcements and Prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21
5.9 Defining What Happens when the Caller Times Out. . . . . . . . . . . . . . . . . . . . . . . . . . 5-22
5.10 Saving URLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-22
5.11 Using the Work Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.12 Music-on-Hold Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.13 Configuring Properties for Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26
5.13.1 General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26
5.13.2 Keypad Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-27
5.13.3 Caller Errors Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28
5.13.4 Recording Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28
5.13.5 Speech Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29
5.13.6 Text-to-speech Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29
5.14 Using the Telephone User Interface (TUI) Intelligent Announcement (IA) . . . . . . . . 5-30
6 Building Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.1 Creating a Word Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2 Setting up Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.1 TTS Mode Speakers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.2 SR Modes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6.2.3 Apache Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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6.3 Configuring Properties for Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

7 Adding Applications to the Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.1 How Calls are Routed to Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.2 Using Dedicated Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.3 Assigning an Application to the Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.4 Using Wild Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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8 Testing and Debugging the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8.1 Completion Checklist for your Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2 Testing your Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.1 Using Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.2 Calls in Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8.2.3 Service Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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9 Requesting and Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9.1 About Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.2 Requesting and Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.3 System-Level Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.3.1 System Level Time-Based Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.3.2 System Level Application-Based Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.3.3 System Level Call-by-Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.4 Application Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.4.1 Application Time-Based Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.4.2 Application Step Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9.4.3 Application Call-by-Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1
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Overview
The HiPath Media Server Home Page
Overview
1.1
The HiPath Media Server Home Page
The HiPath Media Server home page is the starting point for building applications and administering the system. It runs on Internet Explorer (IE) 5.5 or later.
You can click one of the links from anywhere in HiPath Media Server to move to another task.
In the left panel, the links take you to the System Administration pages:
Click Application Builder to begin building Media Server applications.
The right side of the home page has language and other options:
Options
Description
Language
Click Language to set the language for the system administration interface (English or German). The language selection is saved in a cookie on
the client machine where the selection is initiated and is set to expire in
one year.
Home
This link is available on every page. It brings you back to the Application
Builder page.
Help
This link is available on every page. It opens the Help browser.
Table 1-1
>
1.2
Home Page Options and Descriptions

Your browser's Back and Forward buttons function as they do in any web application. That is, you can go backward or forward but you may have to reload the page.
You can add any page to your IE Favorites.
Using the Sample Applications
To use the sample applications, click Application Builder > Examples.

Under the category Examples, several sample applications are included.
The SampleApplication is designed to incorporate all the steps that are available for a
Custom application. You add this application to the routing table and call in to explore the
menus and other options.
You can look at how this application is set up, but you cannot call in to it.
You can use these sample applications to get ideas about how to set up your own applications
and to see real-life examples of how the various steps work (refer to Section 5.6, Steps Available for a Custom Application, on page 5-4).
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Overview
More About the Sample Application
1.3
The sample application is designed for a store that sells and services bicycles and offers bike
tours. Figure 1-1 on page 1-3 shows the flow for the sample application. Note the use of the
following features:
The application begins with a Play Announcement step that provides a brief introductory
announcement. Play Announcement is one of the intelligent announcements. It is used
here because the customer may want to remotely change the announcement to reflect new
store specials, etc.
A Menu Announcement follows. This intelligent announcement provides the main menu of
options for the caller. Because intelligent announcements are associated with a schedule,
you can configure an after-hours announcement (The store is closed...) that automatically
plays after business hours.
Menu steps (Menu Announcement and Menu Prompt) allow you to provide a branch for
time-out, that is, to specify what should happen if the user fails to press a key after a configurable period of time. Several menus in the sample application are configured to time out
to the operator.
Users who press 1 after hearing the main menu selections hear another menu where they
can select between an announcement with store hours and locations or access the company directory. The auto-attendant applet provides the company directory.
Users who press 2 hear the sales menu. Users who press 3 hear a service announcement.
The sample application cannot provide a transfer capability, but ordinarily you would configure a step that would transfer callers to the Sales Department or Service Department.
Note the use of the Get User input step (How many miles can you bike every day?). The
caller inputs number of miles and the Media Server stores that number as a variable. A
Logic step is then used to determine if the number of miles is greater or less than 30 and
that determines which announcement the caller hears.
The sample application also makes use of a Go-To URL step that reads the content of a
web page to the caller. (This works only if you have the text-to-speech feature.)
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Overview
Play Announcement: .wav file with welcome greeting
Menu announcement:
For store information or company directory, press 1.
For information on Bike Sales or Bike Tours, press 2.
For Service information, press 3.
To repeat this menu, press 4.
Press 1
Press 2
Press 3
Press 4
Menu Prompt: For store information, press 1.

For the company directory, press 2.
Timeout
GoTo: same step
Timeout
Transfer to operator
Play Prompt: wav file with
service information,
Play Prompt: wav file with store information
DTMF AA Applet
Menu Prompt: For information on this weeks sales, press 1
For information on our Bike Tours, press 2
To hear update from Redwoods tour web page, press 3.
To repeat this menu, press 4.
Timeout
Press 4
GoTo: same step
Play Announcement: wav file with

sales information.
Get User input: How

many miles can you ride
per day? Store in <miles>
variable.
GoTo: URL
Logic: Is <miles>less than 30?:
True: Play Prompt: level one
Figure 1-1
False: Play Prompt: level two
Sample Application
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Overview
Outline View of the Sample Application
1.4
Outline View of the Sample Application
This section provides another way to review the sample application. You can use an outlinestyle method such as this to elaborate on the flow chart for your applications.
PLAY ANNOUNCEMENT (welcome.wav: Standard Welcome to Top Bikes. This month we
have a special sale on all bike helmets.)
MENU ANNOUNCEMENT Standard (mainmenu.wav: For store information or company directory, press 1. For information on bike sales or bike tours, press 2. For service information, press
3. To repeat this menu, press 4.") After hours (mainAfter.wav: Our store is closed at this time,
but you can access the following information. For store information, press 1. For information on
bike sales or bike tours, press 2. For service information, press 3)
Timeout (no key press) Transfer to operator.
Press 1Menu Announcement (Standard location_extension.wav: For store location
and business hours, press 1. To transfer to an employee's extension, press 2." After hours:
play store.wav)
Press 1Play Prompt (store.wav: Top Bikes is located at 335 Palm Dr., San Jose.
Phone 555-1212. We are open Tuesdays through Saturdays, 10 a.m. to 10 p.m. We
are closed on Mondays.)
Press 2 DTMF AA
Press 2Menu Prompt (sales_tours.wav: For information on this month's special sale,
press 1. For information on our bike tours, press 2. To hear today's update from our bike
tour of the California Redwoods, press 3. To repeat this menu, press 4.")
Press1Play Announcement (helmets.wav: All brands of helmets are on sale this
month. We have adult helmets at 20% off and childrens helmets at 30% off. Get helmets for all the cyclists in your family and continue to ride safely!)
Press 2Get User Input (tours.wav: We offer different bike tours, depending on how
much biking you want to do every day. Use the keypad to enter the maximum number
of miles you want to bike every day and then press pound.) Store the Miles variable.
LOGIC (Compare miles variable: < 30 True, route to Play Prompt level1.wav,
False, route to Play Prompt level2.wav)
True: <30. level1.wav PLAY PROMPT We have several upcoming tours
where we ride fewer than <miles> miles per day, including a 7 day tour of
the San Juan Islands. Stop by the store for more information. Thanks for
calling Top Bikes!
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Overview
Viewing and Listening to Sample Applications
False >30 level2.wav PLAY PROMPT If you can ride <miles> miles per
day, you might enjoy our upcoming 7 day tour of the High Sierra. Other
great destinations are available. Stop by the store for more information.
Thanks for calling Top Bikes!
Press 3Play Announcement URL (web page with update on bike tour)
Press 4Go To (back to salesgirls step)
Press 3Play Prompt (service.wav: Our Service Department will be happy to get your
bike in great working order. No matter whether your problem is large or small, we guarantee
good rates and speedy work. To make a service appointment, please call 555-5555.)
Press 4 Go To (back to main menu)
1.5
Viewing and Listening to Sample Applications
SampleApplication is available to view and to listen to. To listen to this application:

1.
Assign it to the routing table in a way that you can easily access it (for example, using ANI).
2.
Call the application and explore every branch. Refer to Section 7.3, Assigning an Application to the Routing Table, on page 7-4 for additional information
3.
In HiPath Media Server, view the application properties and the properties for each step.
The sample application cannot provide transfer capability. Announcements are used in places
where you would ordinarily use Transfer, for example to the Sales Department.
1.6
Security Features
The following features ensure that your applications remain secure:

When you create a Custom, Music-on-Hold, Contact Center, or Word Web application in Application Builder, you are the only one who can edit the application's flow or properties.
When you select a category of applications (for example by clicking Custom), the page shows
the existing applications and their ownership (ID of person who last edited each one). If you
select an application that is being edited by someone else, you can view its flow and properties,
but you cannot change them or delete the application.
Ownership of an application can be changed in one of the following ways:
You can use the unlock icon on the Flow page to allow others to edit or delete the application.
You can click Finished on the applications page.
You can release your own or someone else's ownership of an application by selecting Options/Release Exclusive Use under System Administration.
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Overview
Security level for browser
When you are using the Routing Table, Subscribers Page, or Schedule Page, you should remember to release your exclusive use of the page by clicking the appropriate button when you
are done. If someone has forgotten to do this, you can also use the Release Exclusive Use
option to free up these pages.
>
1.7
Ensure that the user editing the application or using the page is finished with it before
you release it.
Security level for browser
The Internet Explorer (IE) browser security setting (under Internet Options) should be Medium.
If it is set to High, you may not be able to access some Media Server pages.
1.8
System Administration Training
Self-paced training is available on the HiPath Media Server Fundamentals compact disc (CD),
which accompanies the software CDs. This web-based training includes 35 narrated demonstrations on how to perform common system administrative tasks, such as:
Designing your custom applications
Building applications
Creating Music-on-Hold applications
Creating Word Web applications, including forms for gathering caller information
Creating Contact Center applications, for routing calls to ProCenter agents
Adding applications to the routing table
Using the Telephone User Interface Intelligent Announcement (TUIIA) application for remote administration
Configuring ports
Creating business hours schedules
Creating local subscribers for the Auto Attendant feature
Running and reading reports
Using diagnostics
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Setting Up the System
Configuring Ports
This chapter provides instructions for setting up the HiPath Media Server application.
2.1
Configuring Ports
The Connectivity web page allows you to administer the connection to the telecommunication
platform.
To configure ports:
1.
On the System Administration menu, click Connectivity. The Port (connectivity) Table appears. This table lists every port and IP session used by the Media Server to receive calls.
Multiple telecommunications platforms can connect to one Media Server system.
An application can use one or more ports. The number of ports you can enable on the Port
Table is determined by the number of TDM and IP session licenses the customer has purchased.
2.
Configure the properties using the following information:
Column Heading
Description and Instruction
Name
The name of this line (port or IP session) as defined by the service provider.
Extension
The extension number as known in the telecommunications platform.

This extension number must be configured in the telecommunication platform if it is to be used during communications with external servers such
as ProCenter. It is not used for routing within the Media Server.
PBX
Indicates the telecommunication platform for the line.
Type
For IP sessions only, select normal or music.
Is Enabled
Indicates the status of the port (or IP session).
Edit
Click Edit to change the port configuration (except for Name).
Reload
To refresh your view of the port table, click Reload.
Table 2-1
Connectivity Port Table Properties
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Setting Up Subscribers
2.2
Setting Up Subscribers
The subscribers page allow you to add a subscriber or search for a subscriber. This page is
used by DTMF_AA only.
Subscribers are used by the Auto-Attendant applet, which allows callers to transfer to a subscriber's extension by entering the subscriber's name.
To add individual subscribers:
1.
Click System Administration > Subscribers.
2.
Click Create New Subscriber.
>
This can be done through the LDAP function.
You can enter a subscriber's middle name but this is ignored by the Auto-Attendant. That
is, it is not accepted as caller input or read back to the caller to confirm the entry. If you
need to use a middle name to distinguish between two subscribers with identical first and
last names, for example Karen Sue Schmidt and Karen Ann Schmidt, you should enter the
middle name as part of the first name. For example:
First Name: Karen Sue
Middle Name: ......
Last Name: Schmidt.
In this case the caller obviously has to know to dial both first names in order to reach the
correct Karen Schmidt.
The Subscriber page also has a Search capability that allows you to search for a subscriber
by last name.
3.
2.3
Click Finished
Creating and Editing Schedules
Each application is associated with a schedule, which determines when certain announcements are played. The Menu Announcement step and the Play Announcement step play their
announcements according to the schedule you configure. The three types of announcements
that are tied to schedules are:
2-2
The standard announcement: If you do not activate the after-hours or alternate announcement, the standard announcement is always played, regardless of the schedule.
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If you activate the after-hours announcement, the standard announcement plays during
your current business hours between the start and end times. The after-hours announcement plays on the days you configured as Closed all day and between one days end time
and the next days start time.
If you activate the alternate announcement, it ignores the schedule and plays 24 hours a
day, 7 days a week.
The system provides a default schedule called standard. You can use this schedule as-is, modify it, or create a new one.
>
The standard schedule assumes that your business hours are 8:00 A.M. to 5:00 P.M.
Monday through Friday, closed all day Saturday and Sunday. You can edit the standard schedule to reflect your actual business hours. The change will apply to any application that uses the standard schedule.
To work with schedules:

1.
Click the System Administration Schedule link to go to the Business Hour Schedules
page. On this page, you can:
Create a new schedule by clicking Create new, entering a Name (up to 50 alphanumeric characters, including spaces) and clicking Submit. It defaults to the same hours
as the standard schedule, so you must modify it to reflect your needs.
>
If you add multiple spaces to a schedule name, they are trimmed to a single
space.
Modify a schedule by selecting it and clicking Edit. The Business Hours Schedule
Properties page appears.
When the Business Hours Schedule Properties page appears:

2.
Click Edit for each day whose hours you want to modify.
3.
Select an option as follows:
4.
Open all day. This option causes the standard announcement to be played for 24
hours on this day.
Closed all day. This option causes the after-hours announcement to be played for 24
hours on this day.
Select other times. This option Allows you to select the start and end times for the
standard announcement on this day.
Enter Start Time and End Time for that day.
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>
5.
For companies with non-standard business hours, you may want to enter a start
time that is later than the end time, for example: Start time: 5:00 P.M. End
Time: 10:00 A.M. In this case, the standard announcement plays from midnight
to 10:00 A.M. and 5:00 P.M. to midnight and the alternate announcement plays
from 10:00 A.M. to 5:00 P.M.
Click Finished.
If you create a new schedule, it still needs to be assigned to the application on the General
Properties page.
When you are finished making changes to the schedule, click Finished to release the schedule.
>
This schedule can be used by different applications but each application can use
only one schedule.
Example:
The business hours for Mom's Bakery are 6:00 A.M. to 6:00 P.M., six days a week (closed on
Mondays). Mom modifies the standard schedule to reflect these hours.
She creates a custom application called Main and configures it to use the standard schedule.
She records three announcements:
A standard announcement: Welcome to Moms Bakery. Press 1 to hear our address and
hours of operation. Press 2 to transfer to our Wedding Cake Department ..."
An after-hours announcement: Thank you for calling Moms Bakery. Our hours of operation
are 6:00 A.M. to 6:00 P.M. Please call back during business hours.
An alternate announcement: Thank you for calling Moms Bakery. For the month of August,
I am in Germany and will return in September with some new cookie recipes.
She creates the flow for the Main application, starting with a Menu Announcement step.
For that step, she uploads the files for the three announcements. For the Options, she selects
Standard Announcement and Activate the After-Hours Announcement.
Before she leaves for Germany, she can activate the alternate announcement.
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Verifying License Information
2.4
Verifying License Information
The Licenses web page allows you to view license information for HiPath Media Server.
All possible features are listed. The ones you have purchased are listed as Available. For the
features that have more than one license, you see the number of purchased licenses. The features that were not purchased are listed as Not Available.
You can install extra licenses (after doing an upgrade, for example) without the need to restart
the license server. To install extra licenses:
1.
Obtain the license file from your Siemens Sales Representative.
2.
Enter the path name or browse to the location where you have stored the license file (for
example Chutney).
3.
Click
4.
Click
>
.
.
If for some reason all the features you purchased are shown as Not Available, check
if the license file is in the Bin folder under the Media Server installation directory. You
can also try restarting the license server.
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Configuring Options
2.5
Configuring Options
This page allows you to configure the following administrative options:
Configuring DTMF_AA
Resetting the Password
Releasing Exclusive Use of an Application
Configuring Intranet Options
2.5.1
Configuring DTMF_AA
This option determines how callers use the DTMF_Auto-Attendant feature (AA).
To configure the DTMF_AA feature:
1.
Click System Administration > Options > DTMF_AA.
2.
Follow instructions on the screen.

The Auto-Attendant confirms the entry and transfers the call.
>
2-6
The maximum number of digits that the caller can enter for name or extension is 20.
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Configuring Options
The DTMF_AA Options page has the following fields:

Field Name
Description
Search by last name first Select this option if you want callers to enter the subscriber's last
name before first name (Schmidt, Karen). Clearing the checkbox
indicates that callers must enter the subscriber's first name before
last name (Karen Schmidt).
Maximum number of sub- This option allows you to control access to the subscriber directory,
scriber matches
to prevent someone from calling in and getting all subscriber
names. It specifies the maximum number of names presented to
the caller as matches. The option should be set high enough to allow for matches if a caller inputs just a few letters.
For example: You select 10 for this option, the
search is by last name first, and the caller enters
SCHMIDT. If there are fewer than 10 matches for
SCHMIDT, all matches are presented to the caller.
However, if you select 5 for this option and there
are 8 matches for SCHMIDT, the caller may never be
presented with the correct match.
Table 2-2
DTMF_AA Options Page Fields and Descriptions
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Configuring Options
2.5.2
Resetting the Password
This option is used for the Telephone User Interface Intelligent Announcement (TUI IA) the remote administration feature.
To set the password:
1.
Click System Administration > Options > Password.
2.
Follow the instructions on the screen.
The fields in the Options - Password web page are as follows:

Field
Description
TUI IA Admin Account Number The account number is displayed. This is the number you enter when you call into the system.
Enter new password(length:1
to 16; numbers only):
Table 2-3
2-8
You can enter a new password or reset the password to the

default (12345).
Options - Password Fields and Descriptions
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Configuring Options
2.5.3
Releasing Exclusive Use of an Application
When you are editing an application or using the Schedule Page, Routing Page, Connection
Page, or Subscribers Page, you have exclusive use of that application or page. This option allows you to release your own or another's exclusive use of an application or page.
To release the exclusive use of an application:
1.
Click System Administration > Options > Release Exclusive Use.
2.
2.5.4
Configuring Intranet Options
These options allow you to email a notification to someone that a report is finished.
The fields in the Intranet Options page are as follows:
Field
Description
SMTP Server
Enter the name of the SMTP Server. This option allows you
to email a notification to someone that a report is finished
HTTP Web Request Time Out Enter the time out for the HTTP web request. This information is fine-tuning for any web stuff the IC and TUI portal
does.
Table 2-4
Options - Password Fields and Descriptions
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Verifying Installation
2.6
Verifying Installation
Three applications are available for you to test and verify your installation. You can find them
under Application Builder -- Administrative.
To verify installation:
1.
Click Application Builder > Examples > System Verification.

If you have the optional Speech Recognition feature, go back to Examples and click the
TestSpeechRecognition application to verify that it is working correctly.
If you have the optional Test-to-Speech feature, go back to Examples and click the
TestTexttoSpeech application to verify that it is working correctly.
2.
To use one of these applications:

1.
Assign it to the routing table. Refer to Section 7.3, Assigning an Application to the Routing
Table, on page 7-4.
2.
Call it.
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Setting up and Managing the Interaction Center
About the Interaction Center
3.1
About the Interaction Center
The Interaction Center provides the subscriber and contacts of the subscriber with telephony
access to information in Exchange, including emails, voice messages, calendar appointments,
and documents.
Use the following steps to set up the Interaction Center:
1.
Importing subscribers from the OpenScape database.
2.
Click the Interaction Center link at the top of the page to access the Interaction Center
pages. The pages are presented in the order you need to use them.
3.
Configure the Front-end Server.
4.
Add the Exchange Super User for the Interaction Center.
5.
Create Subscriber Folders for individual subscribers.
6.
View Subscriber Profiles.
7.
Enter Interaction Center Parameters.
8.
Enter Fax Information for the Interaction Center.
9.
Use Diagnostics to verify Interaction Center operation.
10. Manage default documents (greetings).
3.2
Importing subscribers
There are three types of subscribers in the Media Server:
OpenScape usersOpenScape users can use all OpenScape features. These subscribers must be imported from an Openscape system.
Interaction Center subscribersThese subscribers can use the Interaction Center features, can log on to the Media Server, check their Inbox messages and appointments. You
can import these subscribers or create them in the Media Server.
Normal SubscriberThis is the basic subscriber, who cannot log on to the Media Server
but can call in. Callers can transfer to these subscribers by DTMF name dialing or by entering their extensions. These subscribers are used by the Auto-Attendant applet, which
allows callers to transfer to a subscriber's extension by entering the subscriber's name.
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Importing subscribers
3.2.1
To import OpenScape subscribers:
OpenScape subscribers are imported automatically, assuming the following preconditions:
The Siemens HPCR subscriber Synchronize Windows service must run under the same
account as the Siemens HPCR Startup Windows Service.
The Siemens HPCR Startup Windows Service must be successfully registered with the Siemens RTCB Serviceability Broker Windows Service on the OpenScape server. (Use the
Event Viewer to check.)
The Siemens HPCR subscriber Synchronize Windows Service must be running as an account with the right to access the OpenScape database.
3.2.2
To import non-OpenScape subscribers:
Non-OpenScape subscribers can be imported from Exchange 2000/2003 or Exchange 5.
Import from Exchange 2000/2003:

--If you want to include the Exchange 2000/2003 Super User in the Media Server database.
--If you want to include Windows users that are not OpenScape subscribers for the sole
purpose of being able to reach these users via the DTMF AA application.
Note that users from the Active Directory must have an entry in the Telephone Number
field in the Active Directory in order to be imported to the Media Server.
Import other non-OpenScape subscribers from Exchange 5 by selecting Exchange 5.
1.
Select System Administration and click Import.
2.
Select the server that you want to import subscribers from or configure a new server as
follows:
a) Click Create New Server.
b) On the General tab, enter the address of the Exchange Server along with a description. If the import source is the Active Directory, the address must be the host name of
the domain controller. Select Logon Required. The format of the user name must be
<domainName>\<windowsUserName>. Make sure that this user name is a Windows
User that is part of Domain Admins group.
c)
On the Mapping tab, configure the mapping between the Media Server and LDAP
fields. The Media Server subscriber must have a unique ID. If you are importing from
Exchange 5.5, user uid. If importing from Exchange 2000, use objectGUID.
d) On the Filter tab, use filters to select which users should be imported to the Media
Server database.
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Configure the Front-end Server
e) On the Extension tab, enter the conversion information for extensions or click No conversion on extensions. The Extension field must map to a correct LDAP property
when imported. For example you could start with the number 8-492-5818, add 8 as
a prefix, take 4 digits from the right, and append 0 as a suffix. The result would be 858180.
f)
On the Schedule tab, configure the frequency with which the databases will be synchronized and the time at which the synchronization will start.
g) Click Submit to complete the configuration of the import server.

3.
4.
3.3
Select an import option:
Add only the new subscribers
Re-import subscribers
Delete previously imported subscribers
Synchronize the Media Server and Exchange databases
Click Import.
Configure the Front-end Server
For security and ease-of-use, Microsoft recommends a front end / back end server topology for
organizations with multiple Exchange servers and users who access email via Outlook Web
Access. There can be more than one front end server.
Configure the front-end server as follows:
1.
From the System Administration pages for the Interaction Center, click Front-End Servers.
2.
In the Front-End Server Name or Location field, enter the fully-qualified domain name or
location of the front-end server you are configuring.
3.
From the list that is presented, select one or more Back-End Servers serviced by this
Front-End Server.
4.
Click Submit.
You can edit or delete the front-end server by clicking the Edit Front-End Server tab.
3.4
Add the Exchange Super User
The Exchange Super User is required so that the Media Server can access individual subscriber mailbox information without knowing the subscriber's account credentials. The password is
stored in the Media Server database and is encrypted.
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Create Subscriber Folders
You must create a Super User for every Exchange 2000 or Exchange 2003 server that you wish
to integrate with.
1.
From the System Administration pages for the Interaction Center, click Exchange Super
User.
2.
Enter the information for the Windows Domain User (also known as the Super User) that
was created in Exchange and given full mailbox and public store privileges:
Exchange Server Name: The fully-qualified domain name of the Exchange server that will integrate with the Media Server.
User Domain Name: The name of the domain that the Super User belongs to.
User Name: The account name of the Super User, for example SiemensIC.
User Password: The Windows password that was configured for the Super User.
When you click Submit, the system verifies that the information you entered matches the Super
User configured in Exchange. If a match is not found, check the credentials of the Super User.
You can use the Edit function at any time to modify information about a Super User.
3.5
Create Subscriber Folders
This step creates the folders for each subscriber and populates the folders with default files.
(Refer to Section 4.2 on page 4-1 for more information about subscriber folders.)
Each Interaction Center user has Outlook folders that hold greetings and other resources. Create these folders as follows:
1.
From the System Administration pages for the Interaction Center, click Subscriber Folders.
2.
Select an Exchange 2000 or Exchange 2003 server from the list and click Get Subscribers.
3.
Select one or more OpenScape subscribers from the list and click Create Folders.
Subscribers are removed from the list as their folders are created.
4.
Check the status of the operation by clicking the Status tab. The upper list contains subscribers whose folders have been created. The lower list contains subscribers whose folder-creation is in progress. You can refresh the lists by clicking Get Status / Refresh.
5.
Check for errors by clicking the Errors tab. Select the Exchange 2000 or Exchange 2003
server on which you want to perform the error check and click Get Status / Refresh.
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3.6

View Subscriber Profiles
View Subscriber Profiles
You can view subscriber profiles to determine if the Interaction Center is enabled for a subscriber or to obtain other information. These profiles were imported from the OpenScape database
so they cannot be changed or deleted. When additions or changes are made to the OpenScape
database, they are propagated to the Media Server when you do another import.
1.
From the System Administration pages for the Interaction Center, click Subscriber Profile.
2.
You can click on the first letter of the last name or select * to view all subscriber profiles.
An envelope icon next to the subscriber's name indicates that the Interaction Center feature is enabled for this subscriber. An X icon indicates that the Interaction Center feature is
not enabled.
3.7
Enter Interaction Center Parameters
The parameters on this page should not be changed unless you have more than two NIC cards
on the Media Server.
1.
From the System Administration pages for the Interaction Center, click Parameters.
2.
For the Exchange 2000/2003 Event Notification UDP Host Name, enter the host name
or IP address of the Media Server (in case multiple IPs exist).
3.
For the Exchange 2000/2003 Event Notification UDP Port Number, enter the port number that the Media Server should listen on.
4.
For the Minimum Subscription Lifetime Trigger, enter the interval that the system waits
before Exchange subscriptions are refreshed.
5.
Enter the Cleanup Interval (between 10 and 20 seconds).
3.8
Enter Fax Information
Use the Fax Information page to enable fax-back for a particular Exchange 2000/2003 server.
This information is used when a guest accessing the OpenScape Self-Service portal requests
that a document be faxed to him. (The number to which the document is faxed is either entered
by the guest or was previously entered by the OpenScape user in the guest's Contact information.)
1.
From the System Administration pages for the Interaction Center, click Fax Information.
2.
Select the Exchange 2000/2003 server on which you wish to enable fax back.
3.
Select Enable Fax Back.
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Use Diagnostics
4.
Enter the fax address format. This format can have {0} to represent the fax name and/or
{1} to represent the fax number. So, if the installed fax server requires a format like
[FAX:Diana Morabito@14085551234], the fax address format string should contain
[FAX:{0}@{1}]. If the installed fax server requires a format like 14085551234@FaxSr,
then the fax address format string should contain {1}@FaxSr.
5.
Click Validate Fax to display a sample fax address using the format you defined.
6.
Click Submit.
3.9
Use Diagnostics
Diagnostics are used to verify Interaction Center operation with the Exchange server.
1.
From the System Administration pages for the Interaction Center, click Diagnostics.
2.
On the Run Test page, select the Exchange server that you want to verify. (Click Can't find
Exchange Server? for assistance if necessary.)
3.
If the Windows Interaction Center Service is not running, an error message appears. This
is the service that collects all of the diagnostic information, so if this service is not up and
running, you cannot run the Interaction Center tests. Click the Explain link for assistance.
4.
Click Get Subscribers.
5.
Select one or more subscribers and click Run Test.
On the Show Report page, you can see the test results:
1.
Select the Exchange Server that you ran tests on and click Get Status/ Report. If you want
to see only the failed test results, click Show only subscribers with test status = fail.
2.
If the test fails for a subscriber, select the subscriber and click Get Details for more information. (If additional help is available, it will be displayed when you click the Additional
Help.)
3.10
Manage default documents
Interaction Center subscribers are supplied with a set of default HTML documents that provide
greetings for their callers. Subscribers can customize these greetings by modifying the documents. In case a subscriber wishes to revert to the default version of a greeting, you can use
this page to restore the default document.
1.
From the System Administration pages for the Interaction Center, click Default Documents.
2.
Select the default document you wish to recover and click Download. You can email the
document to users who need it or place it on a network where users can access it.
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3.11

Administering Language Options for a Word Web Application
The language options configured for a Word Web document affect the following:
Language of the users greeting
Whether or not the greeting contains the phrase To continue, press..
Whether speech recognition is turned on or off.
Change the language options as follows:

1.
Log on to the Media Server.
2.
Click on Application Builder.
3.
Click on Word Web.
4.
Select the desired application and click Properties.
5.
Change Language or Continue Option as desired and click Submit.
6.
Click on the Speech tab, and enable or disable Speech recognition as desired and click
Submit.
7.
Click Finished.
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Setting up OpenScape
4.1
About OpenScape
5410open.fm
About OpenScape
OpenScape is an open, real-time communications suite of software applications that ties together users' phones, voice mail, email, text-messaging, calendaring, instant messaging, and
conferencing services.
The Interaction Center feature supplies the interactive dialogs for the OpenScape Voice Portal
(for subscriber access to voice mail and email by phone) and Self-Service Portal (for guest access).
The Media Server supplies a default set of interactive dialogs for OpenScape. The default
greetings (and any new greetings created by the user) are HTML pages created with Word Web
and stored in the subscribers' folders.
>
4.2
Note that if users have trouble downloading the PhoneGreeting wav file from the
folder, they should set IE option to play wave files in a separate Windows Media Player window.
Interaction Center folders contain HTML pages
The Interaction Center folder in each OpenScape user's Outlook Folder List contains the following:
ForwardAccess folder: contains WebGreeting.htm, the OpenScape user's greeting

played to all callers. The ForwardAccess application that you create in the Media Server
routes callers to this greeting.
GuestContent folder: contains GuestContent.htm, a greeting that allows contact guest

callers to use special OpenScape features
PhoneFavorites folder: contains PhoneFavorites.htm, a list of shortcuts to commonlyused tasks
SelfService folder: contains documents that can be made available to callers by email, faxback, or text-to speech.
PersonalizedGreetings folder: contains a wav file with an initial greeting (Hello)
4.3
What you need to do for OpenScape
In order for the Media Server to integrate correctly with OpenScape, you must:
1.
Set up the Interaction Center
2.
Configure the system and certificate information for OpenScape
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Configure OpenScape Integration
3.
Test whether the Media Server is operating correctly with OpenScape.
4.
Create the OpenScape applications
Once these tasks have been completed, there are several other scenarios that may require
your involvement:
You may want to modify the Word Web applications that route callers to the HTML pages
described above. For example, you may want to enable speech recognition for an application or change the voice that is used in text-to-speech. In this case, you can follow the procedures for modifying the properties for an application.
An OpenScape user can customize any of the HTML pages described above by modifying
the HTML page using Word Web, deleting the file that is stored in the Interaction Center
folder and then storing the new page in the correct folder. In this case, no action is needed
on your part assuming the user does not change the name of the default file.
An OpenScape user may decide to add custom greetings. The user is responsible for creating his or her own Word Web document, saving it as HTML, and storing it in the appropriate folder. Your responsibility is to create the application that will route callers to that
greeting. You must ensure that the same name is used for:
The HTML page that the user creates in Word Web
The custom property in the Word Web document
The application that you create
For example, the user creates HOLIDAYGREETING.HTML and configures the application
name HOLIDAYGREETING in the document's custom property. You create the Word Web application called HOLIDAYGREETING.
4.4
From System Administration, click HiPath OpenScape. The information you configure here is
for integration of the Media Server with OpenScape.
4.4.1
System
On the System tab, enter the information that will configure the Media Server as a user in the
OpenScape environment:
System ID for OpenScape Integration: Enter the HiPath OpenScape System ID.
Service Account Name: Enter the account name of the Media Server Service Account.
Typically, the service account name is <OpenScape system name>SiemensCR.
Service Account's Domain: Enter the fully qualified domain name of the Media Server
Service Account domain.
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Click Submit.
4.4.2
Certificate
Verify that one certificate is selected in the table of certificates. If the selected column in the
table shows False for all certificates, click Modify on one of the certificates, select the checkbox,
and click Update.
4.4.3
Interoperability
This page shows the status of the Media Server operating with the OpenScape platform.
The top section shows the status of the critical services. All services should be Running. If the
display shows Stopped for any service, wait a few minutes and click Refresh. If the service
is still stopped, an automatic reboot of the system will occur in an attempt to restart the service.
The next section provides tests that you should run to verify that the Media Server is working
with OpenScape. Click Run Test to run each test individually. If the status shows Failed for
any test, consult the following table for more information:
Test
If the test fails, try this:
VA Logon
The following messages can appear:

VA Logon OK, SessionID:<session_ID>: This means that Logon succeeded.
Error in the application - Try the test again. If it fails with the same message,
call a technician.
Connection closed - This means the VA Service on the OpenScape server is
not running. Check the Siemens RTCB Virtual Assistant Service to see if it is in
the Started state. If not, call a technician.
InvalidUserID - This means either the domain name or user name is incorrect.
Verify that the user name is an OpenScape user, the SiemensCR account name
exists and the domain name is fully qualified, then run the test again
"Database not found. Cannot bind to Global Catalog": Execute Start->Program Files -> Media Server-> Password Configuration and run the test again.
"Exception from getInterface":Execute Start->Program Files -> Media Server
-> Password Configuration and run test again.
License Ac- 1. On the System Administration/OpenScape/Interoperability page, verify that

quisition
the Certificate Propagation to OpenScape test status is "passed", and take corrective action if necessary.
2. Verify that the License Management service is running on the OpenScape
server, and that a license file is installed. The OpenScape Management Console (OMC) shows the status of OpenScape services.
Table 4-1
Troubleshooting Test Failures (Sheet 1 of 2)
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Creating Interaction Center applications for OpenScape
Certificate
Propagation
to OpenScape
1. On the System Administration/OpenScape/Certificates page, verify that at

least one certificate is installed on the Media Server. You should see a table
with at least one certificate. If not, you need to install a certificate on the Media
Server.
2. Verify that one certificate is selected in the table of certificates. If the Selected column in the table shows False for all certificates, click Modify on one of the
certificates in the table, select the checkbox, and click Update.
3. If you are unable to select a certificate (as above), contact your next level of
support.
If the error detail says "Could not open SQL connection", execute Start->Program Files -> Media Server-> Password Configuration and run the test again.
If the error detail says "Unable to update or insert data in database" or "Unable
to get data from database":
Check that a proper certificate is installed for the Media Server.
Check that the certificate listed in the Media Server System Administration
(under OpenScape -> Certificates page) matches the entry in the Server Certificate table in the OpenScape database.
Import Status of OpenScape Users
1. Make sure the OpenScape system and database is configured correctly. Refer to the Media Server Installation Guide for more information.
2. Subscriber Synchronization service must run as Openscape core account.
Check Windows Service Manager.
3. OpenScape System ID must configured on the System Administration/OpenScape page.
4. For others errors, check the event log.
IC Journal
Remoting
Service Status
1. Go to Windows Service Manager, try to start that service.

2. If step 1 fails, make sure the service account logon credentials are correct.
3. Make sure all OpenScape services are running.
4. Reboot the Media Server.
IC Collaboration Remoting Service Status

Table 4-1
4.5
Troubleshooting Test Failures (Sheet 2 of 2)
There are three types of applications dedicated to the Interaction Center feature:
Forward Access: Routes callers to the OpenScape user's web greeting, which is a Word
Web document called WebGreeting.html.
Guest Access: Routes callers to a generic greeting.
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Subscriber Access: Routes OpenScape users to the Voice Portal where they can access
voice mail and email by phone and perform other tasks such as checking their calendars.
(Refer to the OpenScape documentation for more information.)
Configure each of these three applications as follows:

1.
Click Application Builder from the Home page and then select Interaction Center.
2.
Click Create New Application.
3.
From the list of application categories, select one (ForwardAccess, GuestAccess, or SubscriberAccess).
4.
On the Create Application form, fill in the following fields:
Name: Enter a name of 40 characters maximum. Use only letters and numbers, no spaces
or special characters.
Description: Enter a description of 255 characters maximum. There are no limitations on

the text: you can use letters, numbers, spaces, special characters.
Language: Select the language for the application (English or German). The language selected here takes precedence over the language that you select on the home page and is
used to determine the text-to-speech language.
5.
Click Submit. You see a graphic representation of the application you created.
6.
In the Jump to box (upper right corner), select Application Properties and click Go.
7.
On the Keypad tab, define the operator key as 0 or none and define the operator extension.
8.
On the Caller Error tab, set the timeouts and number of reprompts.
9.
On the Recording tab, set the length of the recording
10. On the Text-to-Speech tab, select a voice to render the text-to-speech in the application.
11. In the Jump to box (upper right corner), select Routing and click Go.
12. Add the application to the routing table.
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Building Applications
Basic Process
This chapter provides instructions for building applications in the Media Server.
5.1
Basic Process
Before actually beginning to build your application, you should complete the following tasks:
Use the method (flow charts, outlines, etc.) that works for you to design your application.
Record any wav files and (for text-to-speech) prepare any text files that you are going to
use. Refer to Section 5.2, Recording wav Files, on page 5-1.
Once your planning is complete, build an application as follows:
5.2
1.
Create the application. This means that you give the application a name and configure
its general properties. Refer to Section 5.3, Creating an Application, on page 5-2.
2.
Use the Application Builder to set up the application steps and configure the properties
for each step. At this point, you also upload the wav files and text files that you have
prepared. Refer to Section 5.7, Adding Steps to the Application Flow, on page 5-20
and Section 5.8, Uploading Files For Announcements and Prompts, on page 5-21
3.
Configure the application properties, such as the phone keys that the user will press
to interact with the application. Refer to Section 5.13.2, Keypad Properties, on page
5-27.
4.
Assign the application to the routing table. Refer Section 5.13, Configuring Properties
for Applications, on page 5-26
Test the application by calling it and following every branch to make sure that the announcements and prompts are working correctly.
Recording wav Files
The only format for wav files is Windows PCM wav at 16 bit, 8 kHz, mono.
There are professional packages available for recording and editing sound files. GoldWave is
one that is relatively inexpensive and allows you to download a fully functional demo version
before you purchase it.
For basic recording, you can also use Microsoft Sound Recorder (which is available on your
PC: Accessories / Entertainment).To use the Sound Recorder:
Record in a quiet room
Speak close to the microphone. Make sure the microphone's volume controls can be adjusted, To record wav files:
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Creating an Application
1.
Double click the speaker icon on the taskbar to open the volume controls.
2.
On the Options menu, select Properties.
3.
Select Adjust volume for Recording.
4.
Under Show the following volume controls, make sure that Microphone is selected.
5.
Click OK.
Record, listen, and test. Is it too soft? Too loud? Adjust the recording volume or distance
from the microphone accordingly.
Record a file and save it in the required format. (On Sound Recorder, click Help and select
Help Topics if you need assistance with these tasks.)
5.3
Creating an Application
To create an application:
1.
Click Application Builder > Custom.
2.
Select an application type from the list of application categories on the left.
3.
Click Create New Application. (If you are creating an Interaction Center application, select the application.)
4.
On the Create Application form, fill in the fields shown in Table 5-1.
5.
Click Submit. The application is created and a directory is set up for that application.
Field
Description
Name
Enter a name of 40 characters maximum. Use only letters and numbers,

no spaces or special characters.
Description
Enter a description of 255 characters maximum. There are no limitations

on the text: you can use letters, numbers, spaces, special characters.
Application ID
Enter an ID number (up to 10 digits) for this application. This number is

used to identify the application when you call in to modify a Menu Announcement or Play Announcement step.
Language
Select the language for the application (English or German). The language
selected here takes precedence over the language that you select on the
home page and is used to determine the text-to-speech language.
Schedule
The schedule that will be associated with the Play Announcement and
Menu Announcement steps when those steps are used in this application.
Table 5-1
5-2
Fields in the Create Custom Application Web Page
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5.4
Deleting an Application
Deleting an Application
To delete an application:
1.
From the list of applications, select the application you want to delete.
2.
Click Delete. The message warns that by deleting the application, you are removing all the
text and wav files associated with the application.
3.
Click Yes to confirm the deletion.
5.5
Using the Application Builder Page
The Application Builder page is where you assemble the steps for your application.
There are three distinct areas on this page:
The Steps Toolbar. This is where you select your steps.
The Flow Panel: This is where you assemble the steps that make up your application flow.
The Work Space: Use this area as a holding area for steps you want to insert or delete.
The buttons of the Application Builder are described below:

Button
Description
Click Add to add the selected step at the place in your application that is highlighted.
Click Delete in the Flow Panel (left side) to move the selected step to the
Work Space (right side). There you can save it to use at a later point in the
flow or permanently delete it by clicking Delete in the Work Space.
Click Properties to view or edit the properties for the selected step.
Click Unlock to allow another user to edit your application.
Table 5-2
>
Application Builder Buttons

When you create an application, every other user is automatically locked out from
changing its flow or properties unless you click the Unlock icon.
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Steps Available for a Custom Application
5.6
Steps are the building blocks for an application. You can add the following steps to an application's flow:
Step
Description
Two applets are available. Use this step to provide either an
automated attendant (Press 3 for the company directory) or
to allow the user to transfer to an extension (If you know your
party's extension, press 4".) Refer to Section 5.6.1, Applet
Step, on page 5-5 for additional information.
Prompts the caller for input (Enter your account number.) Refer to Section 5.6.2, Get User Input Step, on page 5-6 for additional information.
Directs callers to another step, another application, or a URL.
Refer to Section 5.6.3, Go To Step, on page 5-8 for additional
information.
Plays an announcement or a prompt. Refer to Section 5.6.4,
Play Prompt Step, on page 5-10.
Generates a voice message with an embedded tone. Refer to

Section 5.6.5 on page 5-11.
Schedule-based step for playing an announcement or a
prompt. Refer to Section 5.6.6, Play Announcement Step, on
page 5-12 for additional information.
Provides information on menu selections. Refer to Section
5.6.7, Menu Prompt Step, on page 5-14 for additional information.
Allows an author to create an application that can pass data
collected from a caller to a specified URL for processing. Refer
to Section 5.6.8 on page 5-16 for additional information.
Schedule-based step for providing information on menu selections. Refer to Section 5.6.10, Menu Announcement Step, on
page 5-16
Transfers callers to an extension or to the operator. Refer to
Section 5.6.11, Transfer Step, on page 5-19 for additional information.
Table 5-3
5-4
Application Builder Steps (Sheet 1 of 2)

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Step
Description
Performs a logical comparison between a variable and another
variable or fixed value. Refer to Section 5.6.12, Logic Step,
on page 5-19 for additional information
Table 5-3
5.6.1
Application Builder Steps (Sheet 2 of 2)
Applet Step
Two applets are available:
Use the Auto-attendant applet as an automated attendant. This applet takes the caller's
input (either spelling out a subscriber's name on the keypad or entering an extension number) and automatically transfers the caller to that extension. If you have text-to-speech, the
caller's selection is confirmed, for example, You dialed Karen Schmidt at extension
25818." (If there is more than one match or no name is associated with the extension, the
caller hears only the extension number.)
The Transfer applet transfers the caller to the extension input by the caller.
You cannot branch to another step from an Applet.

The Applet accepts input in the language (English or German) configured for the application. If
you have the text-to-speech feature and it is enabled, the caller hears the name and extension
repeated. For example, You dialed extension 25818..."
The properties for the Applet step are listed below.
General
Table 5-4
Properties
Description
Step Name
Enter a name of up to 50 alphanumeric characters (no

spaces or special characters)
Description
Enter an optional description of up to 255 alphanumeric

characters.
Enable Historical
Reporting
Select or clear the checkbox to indicate whether you want

to keep statistics on this step.
Applet Step Properties (Sheet 1 of 2)
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Properties
Options
Description
Choose which Applet to use as follows:
DTMF AA applet
The DTMF AA applet allows the caller to enter (via the

keypad) a subscriber's name or extension number. The
Auto-Attendant searches the subscriber database, asks
the caller to confirm:
For example: You dialed Schmidt, Sandra at
extension 34567. If this is correct press
pound. If the caller presses #, the caller
is transferred to that subscriber's
extension.
The DTMF AA settings under System Administration, Options determine how subscriber names are searched
(starting with last name or starting with first name) and
how many matches are presented to the caller. Refer to
Section 2.5.1, Configuring DTMF_AA, on page 2-6for
additional information.
Transfer
The Transfer applet requests the caller to enter an extension and then transfers the call to that extension.
For example, To reach an extension, enter
the extension and press #.
Table 5-4
5.6.2
Applet Step Properties (Sheet 2 of 2)
Get User Input Step
Use a Get User Input step to request information from the caller (for example, an account number). You create a variable that stores the user input so that it can be used by other steps in the
application.
>
In order to make it easy to use the variables in other steps, it is important to use
unique and non-confusing names for the variables.
A Get User Input step can have only one branch.

The Get User Input Step properties are listed below:
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Tab
Properties
Description
General
Step Name
Enter a name of up to 50 alphanumeric characters.
Description

characters.
Enable Historical
Reporting

Interruptible
Prompt
Select or clear the checkbox to indicate whether the caller

can press a button to interrupt the prompt.
Prompts 1, 2, 3, 4, 5
NOTE: If you want this step to be interruptible, then any
preceding prompts (play prompt, menu announcement)
back to the previous input or start step must be interruptible. If you want this step to be non-interruptible, any
preceding prompts back to the previous input or start step
must be non-interruptible.
Prompts 1, 2,
3, 4, 5
Table 5-5
You must configure at least one prompt, but you do not

have to configure all five. Multiple prompts are played in
sequence as a single prompt.
Media in use
The name of the file currently in use for this prompt.
Select the media

type to use
Indicate the type of media to use for this prompt (Wav,

Text, Variable)
Choose from
From the media already available, select the one to use

for this announcement.
Get User Input Properties (Sheet 1 of 2)
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Tab
Properties
Options
Description
Choose which Termination Type to use
These options determine how the Media Server recognizes that the caller's input is complete.
Fixed Number of
Digits (1--50)
You can select this option if the caller's input is always a

fixed number, for example, an account number of a predetermined length.
Termination Digit
Select this option if you want the caller to be able to press

a key that will override the termination digit (End input sequence) configured for the application.
For example, the termination digit for the application is #.
But in the step you are configuring, the # key is used for
another purpose so you want to override the # key and
use * instead. So you would use this and the following option to indicate * instead of #.
Override Application Termination

Digit with
Select a digit or * or # that can be used to override the digit

that you selected for the application property End input
sequence.
Maximum Number If you are using a Termination Digit to indicate that the
of Digits (1-50)
caller has completed input, select the maximum number
of digits that the caller can enter.
Save User's
Input
Table 5-5
5.6.3
The Get User Input step saves the user's input as a variable so that it can be reused in other steps. This field
identifies the label for the variable. You can use an existing label to identify the user's input or create a new label
of up to 20 alphanumeric characters.
: l:
In existing Label
Select an existing label from the drop-down list.
In new Label
Enter a new label of up to 20 alphanumeric characters.
Get User Input Properties (Sheet 2 of 2)
Go To Step
The Go To step takes the caller to another part of the application flow or to another application.
You cannot branch from a Go To step.
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General
Properties
Description
Step Name
Description

characters.
Enable Historical
Reporting

Options
Select the destination for the Go To step.

Current
If you are modifying an existing Go To step, this shows the

step's current destination.
New destination
type
Select a new destination type (System URL, URL, Step,

Application.)
Steps
Select a step in the current application as a destination for

the Go To step.
Select a step in the Select an application that has already been configured as
current application a destination for the Go To step.
as a destination for
the Go To step.
System URLs
Select from the following:
SysErrorPage -- This page (used automatically when

the system encounters an error) offers the caller the
option to start over or transfer to an operator.
SystemBusyPage -- This page (used automatically

when there are no resources, for example, no text-tospeech licenses available) plays a busy announcement and disconnects
Goodbye Page -- This page plays Thank you for calling and disconnects.
If you do not add any goodbye prompts to an application, it will simply disconnect when it reaches the last step.
Rather than this abrupt ending to a customer's call, you
can use a Go To Goodbye Page step as an easy and
friendly way to end the application.
Table 5-6
Go to Step Properties (Sheet 1 of 2)
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Options
Properties
Description
URL
If text-to-speech is available, you can select a destination

URL for the Go To step. The text content of the URL is
rendered as speech.
Note that not just any URL will work as a destination and
this type of
Note: Not just any URL works as a destination and this
type of destination should be used with caution. The URL
should not include any form elements or links.
Table 5-6
5.6.4
Go to Step Properties (Sheet 2 of 2)
Play Prompt Step
A Play Prompt step plays an announcement or a prompt. There can be only one branch from
a play-prompt step.
General
Properties
Description
Step Name
Description

characters.
Enable Historical
Reporting

Interruptible
Prompt

Prompts 1, 2,
3, 4, 5
Table 5-7
5-10

Media in use
The name of the media (wav file, text file, or variable) currently in use for this prompt.
Select the media

type to use

Text, Variable)
Choose from

Play as
If you select variable, it can be played as a number or as

an extension. For example, 25818 could be played as a
number: twenty five thousand eight hundred eighteen or
as an extension: two five eight one eight.
Play Prompt Step Properties

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5.6.5
Record Prompt Step
This step generates a voice message with an embedded tone.

This attribute indicates that the concatenated voice message, including the voice input from the
last Record Prompt step, will be send automatically as an email attachments.
General
Properties
Description
Step Name
Description

characters.
Enable Historical
Reporting

Interruptible
Prompt

Prompts 1, 2,
3, 4, 5
Options
Table 5-8

sequence as a single prompt. For example, you can combine text or wav files with variables to produce a prompt
that says You entered extension 25818. If this is correct,
push # to connect to this extension.
Media in use
Select the media

type to use
Indicate the type of media to use for this prompt (None,

Variable)
Choose from
From the variables already available, select the one to

use for this recording.
Play as

Email address
Enter the address that the caller input will be sent to.
Sender email address
Enter the email address of the sender.
Subject
Enter a subject for the email.
Finish recording
and send email:
Indicates that the concatenated voice message, including

the voice input from the last Record Prompt step, will be
send automatically as an email attachment.
Record Prompt Step Properties
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You could create a custom application with multiple Record Prompt steps to record answers for
multiple questions. All these answers will be concatenated into a single voice message with an
embedded tone between each answer. The Finish recording and send email is relevant only for
the Record Prompt step associated with the last question.
5.6.6
Play Announcement Step
The Play Announcement step provides a schedule-based announcement (refer to Section 2.3,
Creating and Editing Schedules, on page 2-2 for additional information). You can have only
one branching step from a Play Announcement step.
>
If text-to-speech is available, you can select a URL for the announcement. The text
content of the URL is rendered as speech. The URL should not include any form elements or links. For this reason, the use of a Word Web URL as an announcement
is not recommended.
Be sure to preview the URL by clicking the link to make sure the path name you have entered
is correct.
General
Table 5-9
5-12
Properties
Description
Step Name
Description

characters.
Step ID
Enter an ID number to be associated with this step. When

you call in to modify an announcement (for example,
switch to the alternate announcement), this number along
with the application's ID number, identifies the step you
want to modify.
Enable Historical
Reporting

Play Announcement Step Properties (Sheet 1 of 3)
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Properties
Options
Choose which Announcement to play: Select Standard or

Alternate.
Note: No matter which announcement you select for this
option, you can upload files and configure the announcements for standard, alternate, and after hours.
Activate After
Hours Announcement
For Standard Announcement, you can activate the After

Hours feature.
Select or deselect the Activate After Hours Announcement checkbox to indicate whether you want to play an
announcement during the time when the standard announcement is not playing.
Setting
Select or deselect the Interruptible checkbox to indicate

whether the caller can interrupt the announcement by
pressing a key.
Standard
The standard announcement plays on the days that the

schedule shows your business is open, during the hours
between each days start and end times.
Media in use
The name of the file or URL currently in use for this announcement.
Select the media

type to use
Indicate the type of media to use for this announcement

(Text, Wav, URL).
Choose from
From the files already uploaded for this application, select

the one to use for this announcement
Alternate
Table 5-9
Description
When selected, the alternate announcement ignores the

schedule associated with this application and plays 24
hours a day. You can select the alternate announcement
remotely, by using the TUI IA application.
Media in use
Select the media

type to use

(Text, Wav, URL).
Choose from

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Properties
After Hours
Table 5-9
Description
The after-hours announcement plays on the days that the
schedule shows Closed for the Day and between one
days end time and the next days start time.
Media in use
Select the media

type to use

(Text, Wav, URL).
Choose from

Refer to Section 5.10, Saving URLs, on page 5-22 and Section 5.8, Uploading Files For Announcements and Prompts, on page 5-21 for additional information.
5.6.7
Menu Prompt Step
A Menu Prompt step provides information about the menu of selections that the caller can
choose from and prompts the caller to take an action (Press 1 for Sales, etc.) You can have up
to ten steps branching from a Menu Prompt step.
Tab
Properties
Description
General
Step Name
Description

characters.
Enable Historical
Reporting

Interruptible
Prompt

NOTE: If you want this step to be interruptible, then any
preceding prompts (play prompt, menu announcement)
back to the previous input or start step must be interruptible. If you want this step to be non-interruptible, any preceding prompts back to the previous input or start step
must be non-interruptible.
Table 5-10
5-14
Menu Prompt Step Properties (Sheet 1 of 2)
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Tab
Properties
Prompts 1, 2,
3, 4, 5
Description
For example, you can combine text or wav
files with variables to produce a prompt that
says You entered extension 25818. If this is
correct, press # to connect to this
extension.
Media in use
Select the media

type to use

Text, Variable)
Choose from

Play as

DTMF Keys
The DTMF keys are the keys that the caller presses to access the various branches of your menu (Press 1 for
Sales, etc.)
As you add branches to a Menu announcement step, the
Media Server assigns DTMF keys: the first step you add
is assigned to Time-out, the second step to 1, and so on.
Use this page if you want to change the key assignments.
Menu choice
For each of the branch steps that you have configured,

select the key that the caller presses or select None or
Timeout.
Note: If a key assigned here conflicts with a key assignment on the Keypad Application Property page, it is the
latter (the application property) that takes precedence.
Table 5-10
Menu Prompt Step Properties (Sheet 2 of 2)
Refer to Section 5.8, Uploading Files For Announcements and Prompts, on page 5-21.
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5.6.8
GoSub Step
A GoSub step allows an author to create an application that can pass data collected from a
caller to a specified URL for processing. The application can be built to branch based on the
URL response. Information gleaned from the response can be saved in run-time variables.
Applications written with GoSub steps are intended to be written by authors with general web
skills.
5.6.9
Caller time-out
When you begin adding steps as nodes for Menu Announcement or Menu Prompt steps, the
first step you add is assigned to Time-out (what happens when the caller fails to press a key).
If the caller fails to press a key, the Media Server does the following:
Waits for the time period defined on the Caller Error property page for the application (Timeout for caller menu selection or data entry).
Then automatically re-prompts the caller to make a selection.
If the caller still fails to press a key, the caller is reprompted up to the number of times specified in Maximum number of errors.
After that if no time-out branch is defined, the caller is automatically redirected to the System Error Page.
It is good practice to always define what happens on time-out. For example, you can route a
caller to the operator or use a GO TO step to route the caller to the System Goodbye page.
5.6.10
Menu Announcement Step
The Menu Announcement step provides a schedule-based announcement of the selections

available to the caller. You can branch up to 10 other steps from a Menu Announcement step.
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Tab
Properties
Description
General
Step Name
Description

characters.
Step ID
Enter an ID number to be associated with this step. When

you call in to modify an announcement (for example,
switch to the alternate announcement), this number along
with the application's ID number, identifies the step you
want to modify.
Enable Historical
Reporting

Options
Choose which Announcement to play: Select Standard or

Alternate.
Note: No matter which announcement you select for this
option, you can upload files and configure the announcements for standard, alternate, and after hours.
Activate After
Hours Announcement
For Standard Announcement, you can activate the After

Hours feature.
Select or deselect the Activate After Hours Announcement checkbox to indicate whether you want to play an
announcement during the time when the standard announcement is not playing.
Setting
Select or deselect the Interruptible checkbox to indicate

whether the caller can interrupt the announcement by
pressing a key.
Standard
Table 5-11
The standard announcement plays on the days that the

schedule shows your business is open, during the hours
between each days start and end times.
Media in use
Select the media

type to use

(Text, Wav, URL).
Choose from

Menu Announcement Step Properties (Sheet 1 of 2)
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Tab
Properties
Alternate
Description
When selected, the alternate announcement ignores the
schedule associated with this application and plays 24
hours a day. You can select the alternate announcement
remotely, by using the TUI IA application.
Note: The announcement played depends on the schedule but the key assignments do not change.
Media in use
Select the media

type to use

(Text, Wav, URL).
Choose from

After Hours
The after-hours announcement plays on the days that the

schedule shows Closed for the Day and between one
days end time and the next days start time.
Media in use
Select the media

type to use

(Text, Wav, URL).
Choose from

DTMF Keys
The DTMF keys are the keys that the caller presses to access the various branches of your menu (Press 1 for
Sales, etc.)
As you add branches to a Menu announcement step, the
Media Server assigns DTMF keys: the first step you add
is assigned to Timeout, the second step to 1, and so on.
Use this page if you want to change the key assignments.
Menu choice
For each of the branch steps that you have configured,

select the key that the caller presses or select None or
Timeout.
Note: If a key assigned here conflicts with a key assignment on the Keypad Application Property page, it is the latter (the application property) that takes precedence.
Table 5-11
5-18
Menu Announcement Step Properties (Sheet 2 of 2)
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5.6.11
Transfer Step
A Transfer Step transfers the caller to an extension. You cannot have any steps branching from
a Transfer step.
General
Options
Description
Step Name
Description

characters.
Enable Historical
Reporting

Choose which
At this step, callers can transfer to a telephone number
Transfer Destina- that you define (Dialed String) or to an extension assocition Number to use ated with a variable. Operator is provided as a default
variable. (You define the operator extension on the Keypad Navigation properties page.)
Table 5-12
5.6.12
Properties
Dialed String
You can enter up to 50 digits, including 0 to 9, *, #, A, B,

C, D, ! (represents a hook flash) and , (represents a 2 second delay)
Value of Variable
You can select the label for an existing variable as the

transfer destination.
Transfer Step Properties
Logic Step
The step performs a logical comparison between a variable that was obtained in an earlier step
and another variable or fixed value.
For example, assume you are offering senior discounts. You can use a Get Input Step to obtain
the caller's age (and store it in a variable Age). Then you can use a Logic step to compare the
Age variable to the integer 65 and route the caller based on that comparison.
>
When using a Logic step with OpenScape, note the following restriction: You cannot
use a Get User Input step to get a phone number to compare to a digit string if the
phone number is in SIP format (as it would be for calls coming from other OpenScape users). In these cases, the SIP format is, for example, 25818@appl.devos.net
and the comparison to a digit string would fail.
The comparison can be based on one of the following operators:

Meaning
>
greater than
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Adding Steps to the Application Flow
Meaning
<
less than
= (string)
equal to string
= (integer)
equal to integer
The step routes the call on both True and False results of the comparison. From the Logic step,
you should add more steps based on whether the comparison is True or False.
General
Properties
Description
Step Name
Description

characters.
Enable Historical
Reporting

Logical Oper- Choose which

On this page, you set up the comparison on which the
ators
Transfer Destina- Logic step is based.
tion Number to use
1. Select the operator (greater than, less than, equal to
string, equal to integer).
2.
Select a variable in the Comparing field to be the left

operand.
3.
The right operand can be a variable or a constant. If

you want to use a Variable, select one from the list of
variables defined in the application. If you want to use
a Constant, enter a string or an integer.
Note: with OpenScape, you cannot use a Get User Input

step to collect a digit string from other OpenScape users
(a phone number, for example 25818) to be compared in
the Logic Step with a called number because OpenScape
translates digit strings into SIP addresses (in the format
25818@appl.devos.net) and the comparison would always fail.
Table 5-13
5.7
Logic Step Properties
Adding Steps to the Application Flow
The Start step (which has no properties) is always the starting point for your application. To add
a step:
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Uploading Files For Announcements and Prompts
1.
Click Start in the Flow Panel to highlight it.
>
You must decide if you want a step to branch from or follow after an existing step.
You can click the minus and plus signs next to the steps to make it easier to select the step you want.
2.
Click a step in the Steps Toolbar to highlight it.
3.
Click
Once the step has been added to the flow, you must configure its properties. To configure the
properties for a step:
1.
Highlight a step in the flow panel.
2.
Click
The icons that are associated with each step are useful in identifying a step after you've
added it to the application flow and renamed it. For example, you add a Play Prompt step
and it gets added as PlayPrompt1. You rename it to Store Info but you can still identify it as
a Play Prompt step by the
icon.
3.
Fill in the application properties.
5.8
Uploading Files For Announcements and Prompts
The File Upload utility is available so that you can upload a new text or wav file to use with
your application.
Text fileonly available if you have purchased the Text-to-Speech feature. Text-to-Speech
must be enabled if you want to use a text file for an announcement or prompt.
Wav filemust have the required format: 8 kHz, 16 bit, mono.
>
For Menu Announcement and Play Announcement steps, only one file can be
associated with each announcement (standard, alternate, after-hours). When
you upload a file for one of these announcements, it is assigned a name. For
example, if you upload a file called ABC.txt it is renamed to Standard<n>.txt,
where <n> is an internal ID number assigned to the step. So when you upload
a new file (NewABC.txt) it is renamed to Standard<same ID>.txt and replaces
the previously-uploaded file.
To upload a text or wav file:

1.
Browse to locate the file or enter the full path name in the text box.
2.
Click
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Defining What Happens when the Caller Times Out
>
This merely uploads the file to a directory on the Media Server server.
To use it for the announcement or prompt:

a) In the Select the media type to use field, select the appropriate media (text file or wav
file)
b) Select the file so that it appears in the appropriate Choose from: box. (You can click
Listen for a wave file or View for a text file to check that you have the right file.)
c)
Click
The information added next to the step name shows whether the necessary announcements
or prompts have been configured for each step.
Once you have uploaded a file to be used with an announcement or prompt, you can upload a
new file to replace the one you don't want, but you cannot delete the file.
5.9
Defining What Happens when the Caller Times Out
When you begin adding steps as nodes for Menu Announcement or Menu Prompt steps, the
first step you add is assigned to Time-out (what happens when the caller fails to press a key).
If the caller fails to press a key, the Media Server does the following:
Waits for the time period defined on the Caller Error property page for the application (Timeout for caller menu selection or data entry).
Then automatically re-prompts the caller to make a selection.
If the caller still fails to press a key, the Media Server e will reprompt up to the number of
times specified in Maximum number of errors.
After that if no time-out branch is defined, the caller is automatically redirected to the System Error Page.
It is good practice to always define what happens on time-out. For example, you can route a
caller to the operator or use a GO TO step to route the caller to the System Goodbye page.
5.10
Saving URLs
When the Text-to-Speech feature is enabled, the Media Server can read the text of a web page
and convert it to an announcement. Refer to Section 5.13.6, Text-to-speech Properties, on
page 5-29 for additional information.
To make a URL available for an announcement:
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Using the Work Space
1.
Enter the URL in the text box.
2.
Click
Because the URL you are saving overwrites any previously saved URL, you should be careful
when saving the URL.
>
5.11
This merely uploads the file to a directory on the Media Server. To use it for the announcement, click
.
Using the Work Space
You can use the work space as a way to temporarily hold steps that you are going to move or
delete.
To move a step to the work space:
1.
Select the step that you want to move or delete.
>
2.
Click
Make sure that the step you want to move is really the one selected. (It should
be highlighted.)
. This moves the step and all steps that branch from it into the workspace.
To move a step back to the application flow:

1.
Select the step in the workspace.
2.
Click
. This moves the step and all steps that branch out of the work space and back
to the application flow.
To delete a step permanently:

1.
Select the step in the workspace.
2.
Click the delete button

the deletion.
5.12
that is part of the workspace. A message asks you to confirm
Music-on-Hold Application
The Music-on-Hold application allows you to select the music or announcement that will be
played to your callers when they are put on hold.
>
HiPath 5000 V4: The Music-on-Hold application is considered a system resource.

As such, it is not a directly callable device, but rather a resource that can only be accessed internally when a call has been placed on hold or parked.
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The application consists of two steps:
You configure the Play Announcement step with the wav or text file or URL that you want
to use for the source of the music or announcement.
The Go To step automatically points back to the Play Announcement step, ensuring continuous music (or announcement) on hold for the caller.
Figure 5-1
Configuring Music-on-Hold
To configure Music-on-Hold:
1.
Create the application by configuring its General Properties: Name, Description, Application ID, and Language. (Music-on-Hold is not associated with a schedule.) Refer to Section
5.13.1 on page 5-26.
2.
On the Flow page, configure the Play Announcement step:

a) General: Name, Description, Application ID, Enable Historical Reporting.
b) Standard: Upload the source file for the application, or indicate the URL to be used.
>
c)
Like other Play Announcement steps, you can change the source file remotely
using the TUI IA application.
Click Submit.
d) You can configure the General properties for this step (Name, Description, Enable Historical Reporting), but you do not configure the Options.
e) Click Submit.
3.
Add the Music-on-Hold application to the routing table:

a) Jump to Routing.
b) Select the application category and then the Music-on-Hold application.
c)
Select the Port link to open the Port Table for this application.
d) Clear the Sharing all the available ports checkbox.

e) Select an available analog port and click Edit.
f)
Select Dedicated to use this port as a dedicated Music-on-Hold port.
g) Click Update.
h) Click Finished.
4.
Update the Connectivity Table:
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a) Under System Administration, click Connectivity to open the page for the Port Table.
b) For the port that you just dedicated as the Music-on-Hold port, click Edit.
c)
In the PBX column, select the System Music option that corresponds to your telecommunication platform.
d) Click Update.
e) You can click Refresh to make sure that the analog line has been correctly configured,
and then click Finished.
>
The port must be also dedicated on the other side (the telecommunication platform) as a Music-on-Hold port.
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Configuring Properties for Applications
5.13
The following properties need to be configured for applications:
General Properties
Keypad Properties
Caller Errors Properties
Recording Properties
Speech Properties
Text-to-speech Properties
5.13.1
General Properties
The General Properties are configured when you create the application. You can edit them at
any time:
Properties
Instruction and Description
Name
Enter a name of 40 characters maximum. Use only letters and numbers,

no spaces or special characters.
Description
Enter a description of up to 1248 alphanumeric characters. There are no

limitations on the text: you can use letters, numbers, spaces, special
characters.
Application ID
Enter an ID number (up to 10 digits) for this application. This number is

used to identify the application when you use the TUI IA to modify a
Menu Announcement or Play Announcement step.
Language
Select the language for the application (English or German). The language selected here takes precedence over the language that you select on the home page. This selection determines the language for the
Media Server prompts (such as those from the System URLs) and textto-speech.
Schedule
The schedule that will be associated with the Play Announcement and
Menu Announcement steps when those steps are used in this application. You can modify the standard schedule to suit your business hours
or create a new schedule. Refer to Section 2.3, Creating and Editing
Schedules, on page 2-2.
Table 5-14
General Properties
Refer to Section 5.3, Creating an Application, on page 5-2 for additional information.
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5.13.2
Keypad Properties
The keypad properties set the behavior of the telephone interface -- which keys the user presses to reach the designated targets.
Properties
Navigation

Navigation keys are used in custom applications:
Home key
The key that the user presses to return to the step that
you have set up at the beginning of the application.
Operator key
The key that the user presses to reach an operator.
Operator extension Enter the operator extension that is associated with the
Operator key and variable.
Ignore navigation
keys
Selection
If menu keys in a step conflict with the application's navigation keys, this option determines which takes precedence. Select this option if you want menu keys to take
precedence.
Select checkbox key The key that the user presses to select a checkbox or an
option button in a Word Web form.
Clear checkbox key The key that the user presses to clear a checkbox or an
option button in a Word Web form.
End input sequence The key that the user presses to indicate that input in a
(0 to 9, * or #)
text field is complete.
Speech Rec- Repeat menu key

ognition Confirmation
Others
The key that the user presses to request that the menu
be repeated. This can be used if the caller realizes that
the Media Server did not recognize what he said and he
wants to say it again.
Detect A, B, C and D Select or clear the checkbox to indicate if A, B, C, and D

as DTMF keys
can be used as DTMF keys. (This option applies to the
European market.)
Navigation keys not If you select this option, navigation keys are ignored.
triggered by caller
input
Table 5-15
Keypad Properties
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5.13.3
The caller error properties set the intervals within which callers must respond to prompts.
Properties
Instruction
Timeout for caller menu

selection or data entry
Enter the maximum amount of time the system will wait for a caller
to select a menu option or to begin entering data in an entry field.
Timeout for successive

digits
Enter the maximum amount of time the system will wait for the caller to enter each successive digit into a multi-digit entry field.
Maximum number of errors (0 to 10)
Enter the number of times that a user can press the wrong key or
fail to respond to a menu prompt before the application times out.
Table 5-16
For example: in a Get User Input step a caller is prompted to enter a number. If you set Timeout
for caller menu selection or data entry to 10 seconds and the caller fails to press a key within
10 seconds, the prompt is repeated. If the caller still fails to press a key, the prompt is repeated,
up to the number of times specified in Maximum number of errors. If the user presses one or
more keys and then delays in pressing another key, the system waits for the number of seconds
specified in Timeout for successive digits. If this option is set to 5 seconds and the user still
fails to press another key in 5 seconds, the system times out.
5.13.4
The recording properties set the recording parameters:

Properties
Maximum recording
length (1 to 15 minutes
Enter a number between 1 and 15 to indicate the maximum length

in minutes for wav files that are used in announcements and
prompts.
Stop recording when the caller presses any key: Select this option
if you
Stop recording when the Select this option if you want the user to be able to interrupt a
caller presses any key
prompt or an announcement.
Select WAV format for re- This field, which cannot be changed, displays the required format
cording and Speech Rec- for wav files to be used in the application: 8 kHz, 16 bit, mono forognition
mat.
Table 5-17
For additional information refer to Section 5.2, Recording wav Files, on page 5-1.
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5.13.5
Speech Properties
The speech properties are used when the Speech Recognition feature is available:
Properties
Enable Speech Recogni- This selection enables the speech recognition feature.
tion
Select Speech Recognition mode
Select the mode to be used in your applications.
Description
This section describes the mode that you selected.
SR Threshold Range (0
- 100)
Suggest Confirmation
Table 5-18
5.13.6
Select this checkbox if you want the callers input to be confirmed.

For example, you said TODAY. If this is correct, press 1. If this is
not correct, press 2."
Speech Properties
Text-to-speech Properties
The Text-to-Speech properties determine how text files and URLs are converted to announcements and prompts that your callers hear.
Properties
Description
Enable Text-to-Speech
This option must be selected if you are using text files or URLs for
announcements and prompts.
Select Text-to-Speech
mode
Select the voice to be used for text-to-speech
Description
Displays a description of the Text-To-Speech mode.
Select WAV format
This display-only field shows the available wav format: 8 kHz, 16

bit, mono
Table 5-19
>
Text-to-Speech Properties
For text-to-speech in German, umlauts should be replaced in text files with 'ae' for ,
'oe' for , and 'ue' for in order to ensure correct pronunciation.
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Using the Telephone User Interface (TUI) Intelligent Announcement (IA)
5.14
Using the Telephone User Interface (TUI) Intelligent

Announcement (IA)
You can use this application to call in to the Media Server and change the announcement associated with a Menu Announcement or Play Announcement step.
How to use the IA Remote Administration application:
1.
Under Applications, click Administrative.
2.
Select the TUI IA application.
3.
Select the language for the this application. (Other properties for this application are not
configurable.)
4.
Click
5.
Jump to Routing.
6.
Assign the application to the routing table. Refer to Section 7.3, Assigning an Application
to the Routing Table, on page 7-4.
7.
Edit the TUI IA entry in the routing table in a way that will enable the administrator to call
in to this application.
For example, you can add a DNIS entry or an ANI entry that will be used only for the TUI
IA application.
Now that it is assigned to the routing table, you can use it to change the announcement associated with a Menu Announcement or Play Announcement step in an application:
1.
Call in to the application. (Depending on how the TUI IA is set up in the routing table, you
should call in TO a certain number -- if routed on DNIS, or FROM a certain number -- if
routed on ANI.)
2.
Enter your administration ID and password (default is 2000, 12345). After validating this,
the TUI IA application will ask you which application you want to change.
3.
Enter the ID configured for your application. Then it will ask you for the ID of the step.
4.
Enter the step ID for a Play Announcement or Menu Announcement step.
5.
Follow the telephone prompts to select which type of announcement to use, to record a
new announcement, or to activate or deactivate Alternate or After-Hours announcements.
Updated announcements are refreshed immediately.
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Building Word Web Applications
Creating a Word Web Application
This section provides procedures for building Word Web applications as follows:
Setting up Word Web Applications
Configuring Properties for Word Web Applications
6.1
A Word Web application offers you the ease of building your application (including multiple-selection menus, one-selection menus, and forms) in Microsoft Word. Once it is saved as an
HTML file, the document can be easily imported for use by the Media Server.
To create a Word Web application:
1.
Use the guidelines in the Word Web Guide to create your Word document.
2.
Save the Word document as an HTML file.
3.
Upload the HTML file to an internet location where the Media Server can use it.
4.
Configure the System Administration Proxy settings for Word Web -- TTS Mode Speakers,
SR Modes, and Apache Settings. Refer to Section 6.2, Setting up Word Web Applications, on page 6-2.
5.
Create the Word Web application and configure its Name, Description, and Language. The
name must match the value that you define for the IWR.WTE.Application variable in the
Word Web document.
>
The Word Web application has only one step in its flow, a Go To step.
6.
Configure the step properties: Name, Description, and Enable Historical Reporting.
7.
Configure the Options page for the Go To step by entering the URL where the HTML file is
stored.
>
8.
From time-to-time, the URL entered may become obsolete. For example, if the
server name referenced changes or the page gets renamed. When this happens, you will have to update this field to reflect the change.
Configure the Properties for the Word Web application. Refer to Section 6.1, Creating a
Word Web Application, on page 6-1.
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9.
Add the application to the routing table. Refer to Section 7.3, Assigning an Application to
the Routing Table, on page 7-4.
There is some flexibility in the order in which you perform the above steps but they must all be
completed in order for the application to work.
Refer to the Word Web Feature User Guide, G281-0844 for information about creating Word
Web documents.
6.2
The System Administration Word Web settings are as follows:
TTS Mode Speakers
SR Modes
Apache Settings
6.2.1
TTS Mode Speakers
This web page specifies which speaker you want for the various text-to-speech modes:
Mode
Instruction
Text
Select the voice for text that is processed by the Word Web application.
Section
Select the voice that the application will switch to when it hits a section heading
in the Word document.
Menu
Select the voice that is used when the application processes a menu.
Table 6-1
TTS Modes
For each available language:

1.
Click Edit to modify one or more settings.
2.
Change a setting by selecting a different one from the list.
3.
Click Submit to save the changes you have made.
>
6.2.2
If you are in Edit mode, you must click Submit or Cancel to continue working on the
Word Web system administration settings.
SR Modes
For each available language, Click Edit to select the Speech Recognition Mode for each available language and then click Submit or Cancel.
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6.2.3
Apache Settings
This page contains the settings for the proxy server, which handles requests from the Media
Server to a server outside the firewall, for example to reach a URL or a Word Web document
used in an application.
At installation, the settings described below are initialized to the defaults for your system.
Settings
Description
Remote
Proxy
The http proxy that controls the requests from the Media Server server through
a proxy-controlled firewall (if there is one - if there is none, this should be left
blank). Any requests matching the Remote Proxy Pattern is routed to this machine, which decide if it is allowed the request or not. This is the remote-server
parameter at http://httpd.apache.org/docs-2.0/mod/mod_proxy.html#proxyremote.
Remote
Proxy Pattern
The exact setting that the proxy use to get out through firewalls. The syntax is
protocol://hostname[:port] (where protocol is always http)
Log Level
Adjusts the verbosity of the messages recorded in the error logs. The possible
values (in order of decreasing significance) are emerg, alert, crit, error, warn,
notice, info, debug. For normal operations, this is set to info.
Table 6-2
Apache Settings
6.3
Note: Entering * causes all requests to be processed by the server specified

in Remote Proxy.
Besides configuring the same properties as other Media Server applications, you have to configure two additional properties for Word Web applications:
Properties
Description
Add Continue Option To Multi- Selecting this option causes the Media Server to add the folple Choice Menus
lowing menu selection to every multiple choice menu: To continue press <next digit>. You can override the setting on this
page by a setting in the Word document. (Consult The Word
Web Guide for more information.)
Table 6-3
Word Web Properties
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Properties
Description
Wait For Timeout On Isolated Selecting this option causes the Media Server to offer the oneLinks
choice menu and then wait for the caller's response for the
time period defined in the first timeout interval. If this option is
not selected, the Media Server adds the continue option.
For example: With the Wait for Timeout checkbox
selected: Callers hear Experienced users can
press 1 to go to the <bing tone> menu. With the
Wait for Timeout checkbox cleared, callers hear
Experienced users can press 1 to go to the menu.
Press 2 to continue.
Table 6-3
6-4
Word Web Properties
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Adding Applications to the Routing Table
How Calls are Routed to Applications
7.1
The system-wide routing table controls the rules for how the applications are routed. Calls can
be routed to particular applications based on the criteria in the routing table:
Called or calling party number
Whether it came from an internal or external source
Forwarding condition
Dedicated port
The call-routing process works as follows:

1.
An external call may arrive at or an internal call may originate from the telecommunication
platform. Based on configuration of the telecommunication platform, the call is routed to
the Media Server.
2.
The Media Server checks the port table (administered by the Connectivity Page) to see if
the connection is enabled or (for IP connections) that a session license is available.
3.
If the port is licensed and enabled, it answers the call and collects the call information. If
not, the call is rejected (disconnected).
>
4.
Some telecommunication platforms may not provide all of the above on every
phone call. This must be taken into consideration when configuring the routing
table.
It consults the routing criteria in the Routing Table. Routing possibilities are:
The port can be dedicated to a specific application. (Select Port in the Routing Table
to dedicate the physical port (for TDM-based platforms) or session (for IP-based platforms) to a specific application.)
The call can be routed based on the number dialed by the caller. (Edit the DNIS field
in the Routing Table to route the call based on dialed number information.)
The call can be routed based on calling party information. (Edit the ANI field in the
Routing Table to route the call based on calling party information.)
The call can be routed based on its origin. That is, on whether the call originates internally or externally (via a trunk). (Edit the Int/Ext field in the Routing Table.)
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The call can be routed based on its forwarding condition. That is, whether the caller
dialed directly or was forwarded to the Media Server. If it was forwarded, further distinction can be made between busy, ring-no-answer (RNA), and fixed (also known as
station) forwarding reasons. (Configure this by editing the Fwd field in the Routing Table.)
The call can be routed based on any combination or all of the above as configured in a particular row of the table.
5.
It searches the routing table row by row until it finds the first entry matching the information
for this particular call.
6.
It routes the caller to the appropriate application.
The routing table is searched for the first entry matching the information for this particular call.
The call is then connected to the Media Server application indicated in the routing table row
that matches this call.
Routing Table Example:
For this example, assume that the Media Server is connected to a HiCom 150 configured to
provide all call criteria (called ID, calling ID, call origin, and call type). The example also assumes that your company has multiple applications in use. For example:
The Main application is what customers hear when they dial your main external number
(492-5000).
The Benefits application is what employees hear when they dial the Human Resources
number from an internal phone (25001).
The Jobs application is what job applicants hear when they dial the Human Resources
number from an external phone (492-5001).
The HRHelp application is what outside callers hear when the phone of the department
secretary (who takes calls when department members are not available) is forwarded.
The Boston application is for employees calling from the Boston office. (That office is being
closed and the employees are calling to discuss relocation options.) Routing is based on
the tie line number that begins with 7.)
The TUI IA application is used to allow the system administrator to call in and select an
alternate announcement. It is configured with the administrator's extension (23305) as ANI.
Even though you do not configure it in the Routing Table, the Port column appears in the table
below to show that in some cases a port can be dedicated to an application, such as Music on
Hold.
7-2
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Using Dedicated Ports
Order Application
Name
DNIS
ANI
Int/Ext
FWD
Main
5000
Benefits
5001
Internal
Jobs
5002
External
HRHelp
External
Unconditional
Updates
*7
TUI IA
Catch All
Table 7-1
Port
23305
*
Routing Table Properties
The Routing Table is then searched, starting with the first application (Order = 1), looking for a
match for the particular incoming call.
It is recommended that the last row of the table be set to match every call (the default) so there
is a fail-safe fall through. Otherwise if no match is found, the caller will hear an error announcement.
7.2
Using Dedicated Ports
Particular physical TDM ports (or IP sessions) can be dedicated to or reserved for particular
applications:.
Properties
Description and Instructions
Port
You can select Port in the appropriate row of the routing table to
jump to the application's Port Table where you can configure a dedicated port.
If a call comes in on a particular port and that port is dedicated to
an application, the Routing Table is not scanned at all for this call.
In addition to matching the call information criteria, the particular
port must be enabled and not dedicated to any other application.
Select the value for the

maximum number of
sessions
Table 7-2
You can Select the value for the maximum number of sessions
to configure the maximum number of simultaneous callers using
the application. The default value is the maximum number of sessions physically possible within that system (based on installed
hardware, etc.). It can be set lower, which would effectively reserve
a number of sessions for other applications.
Port Properties (Sheet 1 of 2)
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Assigning an Application to the Routing Table
Properties
Description and Instructions
Sharing all the available The checkbox Sharing all the available ports, when selected, inports
dicates that all ports are usable except those dedicated to other applications. Clear this checkbox if you want to edit a port.
Name
Are from the Connection table and cannot be edited
Extension
Dedicated to Other Application
The name of the application (if this port is dedicated)
Dedicated
Indicates that callers on this port must use this application
Usable
Indicates that callers on this port can use this application
Disabled
Indicates that callers on this port cannot use this application
Table 7-2
7.3
Port Properties (Sheet 2 of 2)
Assigning an Application to the Routing Table
An application may be added to more than one place in the routing table. To add an application
to the routing table:
1.
In the System Administration page, click Routing.
2.
Select an application category from the drop-down list.
3.
Select the application you want to add to the routing table.
4.
Click
The option is added with the default routing criteria that match all incoming calls.
5.
Click Edit to change the criteria for the application (refer to Table 7-3 on page 7-4).
6.
Click Submit > Finished.
Properties
DNIS
Enter the number to match on if you want the call to be routed based on the
number dialed.
ANI
Enter the number to match on if you want the call to be routed based on the
calling number.
Int/Ext
Select Internal, External, or Don't Care (meaning either internal or external).
Table 7-3
7-4
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Using Wild Cards
Properties
Forward
Select Direct if you want a call dialed directly to the Media Server to go this
application. Select one or more forwarding conditions (busy, ring-no-answer,
or unconditional) if you want to route callers to the application on any or all of
them. With all boxes selected, all types of direct and forwarded calls are routed
to the application.
Note: The Int/Ext and Forward options cannot be used with the Hicom 300 and
HiPath 4000 platforms.
Port
This link takes you to the Connectivity page.
Flow
This link takes you to the Routing page.
Property
This link takes you to the application's Property pages.
Table 7-3
You can also jump to the application's flow or properties by clicking one of those links.
7.4
Using Wild Cards
You can enter a string of characters to match in the DNIS and ANI fields. You can also use the
wild card characters asterisk (*) and question mark (?). The * character matches any string of
characters (including nothing). The ? character matches any single character (but not nothing).
Any other characters must match exactly to declare a match.
Examples:
12345 Matches only the number 12345.
12*45 Matches any number beginning with 12 and ending with 45 (1245, 12345,
1278945, etc.).
12?45 Matches any 5 digit number beginning with 12 and ending with 45
(12145, 12345, 12945, etc.).
165.218.* Matches all IP addresses beginning with 165.218..
>
Note that when you select Don't care or all forwarding options, the display shows *,
meaning match all.
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Using Wild Cards
7-6
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Testing and Debugging the Application
Completion Checklist for your Application
When you have finished building an application:
All steps have been added and their associated resource files have been uploaded
Properties have been assigned
you can test the application by assigning it to the routing table and calling it. Check every branch
of every menu to make sure that the appropriate announcements are in place.
8.1
Completion Checklist for your Application
The information displayed next to each step is one way to ensure that your application flows
correctly.
Have you configured the files for announcements and prompts?
Have you added the nodes (branches) for menu steps?
Have you completed all the digit assignments for the nodes of menu steps and configured
destination targets for Go To and Transfer steps?
8.2
Testing your Application
When you have finished building an application:
All steps have been added and their associated resource files have been uploaded
Properties have been assigned
You can test the application by assigning it to the routing table and calling it. Check every
branch of every menu to make sure that the appropriate announcements are in place.
8.2.1
Using Diagnostics
You can retrieve real-time statistics on the performance of the Media Server applications. Running real-time reporting does not affect the performance of the Media Server.
8.2.2
Calls in Progress
Displays all current calls in progress, including duration, origin, reason, licenses, and application associated with the call.
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Testing your Application
8.2.3
Service Status
Warning: Actions you take on this page can affect incoming calls -- they can
be dropped or remain unanswered.
Current Statusindicates whether the system is running or stopped.

You can take the actions listed below:
Action
Description
Start
Brings Telephony Service (Media Server) online after it has been stopped or
paused
Stop
Immediately stops Telephony Service (Media Server). Calls in progress are

dropped
Table 8-1
Service Status Actions
8-2
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Requesting and Using Reports
About Reports
9.1
About Reports
On-demand statistical reports display statistics in intervals of 15 minutes, hourly, daily, weekly,
or monthly. When you click Submit to request a report, it appears immediately in another
browser window. From there, you can print it or save it to an Excel or PDF file.
>
Note that no statistics are kept for Music-on-Hold applications.
System Reports display statistics for all calls coming in to the Media Server:
Time-based -- organized by time, broken out by the interval you selected, showing number
of calls, most active application, and other statistics for the interval.
Application-based -- organized by application name, showing statistics related to how

many calls were handled, average session duration, and maximum session duration.
Call-by-call -- organized on a per-call basis, showing which applications the call reached
and other statistics like the port the call arrived on.
Application Reports require you to select an application to display statistics for:
Time-based -- organized by time, displaying handled calls, errors, maximum simultaneous

sessions and maximum session duration for the selected application.
Step-based -- organized by step name, displays how many times the step was reached in
the selected interval.
Call-by-call -- organized on a per-call basis, shows duration time and other statistics for the
selected application.
9.2
Requesting and Running Reports
To request a report:
1.
Enter the Start Date, Start Time, End Date, and End Time for the period to be covered in
the report.
2.
Enter the Report Level (System-level or Application-level) and Report Type.

For Application-level projects, select the application category and application.
3.
Enter the Interval to be displayed in the report.
4.
Select Enable Email Notification and your email address if you want to be notified when
the report is ready.
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Requesting and Running Reports
5.
Click Submit.
Once you submit your report request, it is added to the report queue. To view the report jobs
that are in queue for all users, click Report Jobs.
The new page shows the status of each report request:
Status
Description
In Queue
Waiting to be run
In Progress
Being processed by the Media Server
Success
Report has been successfully run
Failed
The report has failed to run
Table 9-1
Report Status
From the reports queue page, you can take the following actions:
Action
Instruction
Run
Click Run to run all the reports in queue. The Media Server will run the reports
one-by-one.
Stop
Click Stop to stop running the reports in queue. (If you click Stop while a report
is In Progress, that report continues to run. The Stop action halts the reports
following that one.
Delete
Click Delete to delete any report that is not In Progress from the queue.
View
When Status = Success, you can click View to open the completed report in
another page. From this page, you can export the report to a PDF or an Excel
file.
Table 9-2
Running Report Actions
9-2
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System-Level Reports
9.3
This section provides information about the different kinds of system level reports that are available to you as follows:
System Level Time-Based Report
System Level Application-Based Report
System Level Call-by-Call Report
9.3.1
Report Column
Description
Interval
The time interval for the statistics in this row.
Incoming Calls
Number of calls (both accepted and rejected) that were received

by the Media Server during this interval. The number in this column
may be less than the number of Maximum Simultaneous Calls because this column shows incoming calls that were received during
this interval and Maximum Simultaneous Calls shows the number
that were handled (some may have been received in an earlier interval).
Accepted Calls
Number of calls successfully routed to applications during this interval.
Rejected Calls
Number of calls rejected by the Media Server during this interval.

A call can be rejected because port is not enabled, session is not
available, license is not available for speech recognition or text-tospeech, or call exceeds maximum simultaneous calls.
Most Active Application
Application that received the most hits during this interval
Average Call Duration
Average length of all calls during this interval
Maximum Call Duration
Maximum length of a call during this interval
Maximum Simultaneous
Calls
Maximum number of simultaneous calls handled by the Media

Server during this interval
Errors
Number of calls that were disconnected by the Media Server because of an error condition
Table 9-3
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9.3.2
Report Column
Description
Application Name
Name of the application described in this row.
Handled Sessions
Number of sessions handled by the application.
Errors
Number of calls to this application that were disconnected by the

Media Server because of an error condition
Average Session Duration
Average length of time that a call was engaged with this application.
Maximum Session Dura- Maximum amount of time that a call was engaged with this applition
cation.
Sessions
Table 9-4
9.3.3
Maximum number of simultaneous sessions using this application.
System Level Call-by-Call Report
Report Column
Description
Log Time
The time the call hit a Media Server application.
Session ID
A unique ID assigned to this session.
Start App Name
First application that answered the call.
End App Name
The last application handling the call.
Duration Time
Length of the call from the time the call hit Media Server until the
call was disconnected.
DNIS
Indicates whether this call was routed on DNIS.
ANI
Indicates whether this call was routed on ANI.
Extension
The number of the port on which the call was routed.
Result
1 = success; 2 =rejected; 3 = error
Reason
Reason for rejection: 1 = Port Disable; 2 = TTS; 4 = ASR; 8 = Port;

16 = Max Session; 32 = Other
Reason for error: 64 = TTS; 128 = ASR; 256 = Port; 512 = Max
Session; 1024 = Programming; 2048 = Input; 4096 = Config; 8192
= Proxy; 16384 = Other
Table 9-5
9-4
System Level Call-by-Call Reports
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Application Reports
9.4
Application Reports
This section provides information about the different kinds of application reports that are available to you as follows:
Application Time-Based Report
Application Step Report
Application Call-by-Call Report
9.4.1
Report Column
Description
Time Interval
The time interval for the statistics in this row
Handled Sessions
The number of sessions handled by the specified application during this interval.
Most active step
Most hit step in the specific interval for this application. (Does not
include Start step.)
Errors
Number of calls to this application that were disconnected by Media Server because of an error condition during this interval.
Sessions
The maximum number of simultaneous sessions for this application during the interval.
Maximum Session Dura- The maximum length of a session for this application during the intion
terval.
Average Session Duration
Average duration of all sessions for this application.
Most Active Step
Step in this application that received the most hits.
Table 9-6
9.4.2
Report Column
Description
Step Name
The name of the step in the specified application.
Step Type
The type of step described in this row.
Step Count
The number of times this step was hit during the specified interval.
Table 9-7
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Application Reports
9.4.3
Report Column
Description
Log Time
The time the call hit a Media Server application.
Session ID
A unique ID assigned to this session.
Session Duration
Time Length of the call from the time the call hit Media Server until
the call was disconnected.
DNIS
Indicates whether this call was routed on DNIS.
ANI
Indicates whether this call was routed on ANI
Extension
The number of the port on which the call was routed.
Result
1 = success; 2 =rejected; 3 = error
Reason
Reason for rejection: 1 = Port Disable; 2 = TTS; 4 = ASR; 8 = Port;

16 = Max Session; 32 = Other
Reason for error: 64 = TTS; 128 = ASR; 256 = Port; 512 = Max
Session; 1024 = Programming; 2048 = Input; 4096 = Config; 8192
= Proxy; 16384 = Other
Table 9-8
9-6
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Index
Index
A
about OpenScape 4-1
adding
subscribers 2-2
adding steps 5-20
after-hours announcements 2-3
allow duplicate subscribers 3-5
alternate announcements 2-3
announcements
after-hours 2-3
alternate 2-3
standard 2-2
uploading files 5-21
Apache settings 6-3
application
adding steps 5-20
tsting 8-1
Application Builder page 5-3
application report
call-by-call 9-6
step 9-5
time-based 9-5
application-based 9-4
applications
building 5-1
creating 5-2
deleting 5-3
applications for Interaction Center 4-4
assigning applications 7-4
assigning the application 5-26
B
building
Word Web applications 6-1
building an application 5-1
C
call-by-call report 9-4, 9-6
caller errors properties 5-28
caller time out 5-22
A31003-S5020-A600-1-7619, June 2004
Z
caller time-out 5-16
calls in progress 8-1
certificate information for OpenScape 4-2
certificate propagation to OpenScape, testing
4-2
checklist
completion 8-1
completion checklist 8-1
configuring
connectivity 2-1
options 2-6
creating
schedules 2-2
creating an application 5-2
custom application
steps 5-4
D
default documents for the Interaction Center,
managing 3-6
deleting an application 5-3
diagnostics 8-1
diagnostics for Interaction Center 3-6
diagnostics for Interaction Center with OpenScape 4-2
DTMF AA option 2-6
E
editing schedules 2-2
examples
logic step 5-19
setting up schedules 2-4
Exchange 2000 server, adding Super User
from 3-3
Exchange super user 3-3
Exchange, importing subscribers from 3-1
F
fax information 3-5
Z-1
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Index
fax information for Interaction Center 3-5

file upload utility 5-21
ForwardAccess application for Interaction
Center 4-4
ForwardAccess folder 4-1
G
general properties
routing table 5-26
Get User input step 1-2
get user input step 5-6
GoSub step 5-16
Go-To URL step 1-2
GuestAccess application for Interaction Center 4-4
GuestContent folder 4-1
Center 3-6
minimum subscription lifetime trigger 3-5
music-on-hold application 5-23
O
OpenScape certificate information 4-2
OpenScape subscribers, importing 3-1
OpenScape system information, configuring
4-2
OpenScape, about 4-1
OpenScape, running tests to verify interoperability 4-2
Home page 1-1
parameters for Interaction Center 3-5

password option 2-8
PersonalizedGreetings folder 4-1
PhoneFavorites folder 4-1
profiles of subscribers, viewing 3-5
IC Collaboration Remote Service status, testing 4-2

IC Journal Remote Service status, testing 42
IE 5.5 1-1
import status of OpenScape users, testing 42
importing subscribers 3-1
intelligent announcements 1-2
Interaction Center 3-5
Interaction Center applications 4-4
Interaction Center diagnostics 3-6
Interaction Center parameters 3-5
interoperability with OpenScape, testing 4-2
record prompt step 5-11

recording properties 5-28
recording wav files 5-1
recovering greetings (documents) deleted by
users 3-6
recovering Interaction Center greetings (documents) deleted by users 3-6
release exlusive use option 2-9
reports
on-demand 9-1
requesting 9-1
running 9-1
system-level 9-3
requesting reports 9-1
routing calls 7-1
routing table properties
caller errors 5-28
general 5-26
keypad 5-27
recording 5-28
speech 5-29
text-to-speech 5-29
running
reports 9-1
K
keypad properties 5-27
L
license acquisition test, running 4-2
licenses web page 2-5
M
manage default documents for the Interaction
Z-2
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Index
sample application, described 1-2

sample applications 1-1
saving URLs 5-22
schedules
creating 2-2
editing 2-2
security
features 1-5
level for browser 1-6
SelfService folder 4-1
service status 8-2
setting up
subscribers 2-2
speech properties 5-29
SR modes 6-2
standard announcements 2-2
step application report 9-5
step properties
get user input 5-6
subscriber profiles, viewing 3-5
subscribers, importing 3-1
super user for Interaction Center, adding 3-3
System Administration page 1-1
system level report
application-based 9-4
call-by-call 9-4
system-level reports
time-based 9-3
uploading files for annoucements 5-21

URLs 5-22
user training 1-6
using
dedicated ports 7-3
sample applications 1-1
the work space 5-23
wild cards 7-5
V
VA Logon test, running 4-2
verifying
installation 2-10
license information 2-5
W
wav file 5-21
Word Web application
building 6-1
creating 6-1
properties 6-3
setting up 6-2
T
testing
the application 8-1
text file 5-21
text-to-speech properties 5-29
time-based report 9-5
time-out 5-22
time-out, configuring 1-2
training for users 1-6
TTS mode speakers 6-2
TUI IA 2-8
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Z-3
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Index
Z-4
A31003-S5020-A600-1-7619, June 2004

www.siemens.com/hipath
The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do
not always apply as described or which may change as a result of further
development of the products.
An obligation to provide the respective characteristics shall only exist if
expressly agreed in the terms of contract.
*1PA31003-S5020-A600-1-7619*
Siemens AG 2003, 2004 Information and Communication

Networks Hofmannstrae 51 D-81359 Mnchen, Germany
Reference No.: A31003-S5020-A600-1-7619
Printed in the Federal Republic of Germany.
Subject to availability. Right of modification reserved.

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The information provided in this document contains merely general descriptions or

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2 Setting Up the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

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5 Building Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

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6.3 Configuring Properties for Word Web Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

8 Testing and Debugging the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9 Requesting and Using Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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The HiPath Media Server Home Page

This link is available on every page. It opens the Help browser.

Home Page Options and Descriptions

Using the Sample Applications

To use the sample applications, click Application Builder > Examples.

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More About the Sample Application

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Play Announcement: .wav file with welcome greeting

Menu Prompt: For store information, press 1.

GoTo: same step

Play Prompt: wav file with store information

GoTo: same step

Play Announcement: wav file with

Get User input: How

Logic: Is <miles>less than 30?:

True: Play Prompt: level one

False: Play Prompt: level two

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Outline View of the Sample Application

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Viewing and Listening to Sample Applications

SampleApplication is available to view and to listen to. To listen to this application:

The following features ensure that your applications remain secure:

You can click Finished on the applications page.

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Security level for browser

System Administration Training

Designing your custom applications

Creating Music-on-Hold applications

Creating Contact Center applications, for routing calls to ProCenter agents

Adding applications to the routing table

Creating business hours schedules

Creating local subscribers for the Auto Attendant feature

Running and reading reports

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Setting Up the System

Configure the properties using the following information:

Description and Instruction

The extension number as known in the telecommunications platform.

Indicates the telecommunication platform for the line.

For IP sessions only, select normal or music.

Indicates the status of the port (or IP session).

Click Edit to change the port configuration (except for Name).