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© Genesys Telecommunications Laboratories, Inc.

Voice Web Application Platform 6.5

Deployment Guide

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The information contained herein is proprietary and confidential and cannot be disclosed or duplicated

without the prior written consent of Genesys Telecommunications Laboratories, Inc.

Copyright © 2003–2004 Genesys Telecommunications Laboratories, Inc. All rights reserv ed.

65vw_dep_08-2004_v3.00

About Genesys

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers.Genesys recognizes that better interactions drive better business and build company reputations. Customer service

solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and

telecommunications service providers across 80 countries, directing more than 100 million customer interactions every

day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly

connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks,

order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for

more information.

Notice

Although reasonable effort is made to ensure that the information in this document is complete and accurate at the

time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.

Changes and/or corrections to the information contained in this document may be incorporated in future versions.

Your Responsibility for Your System’s SecurityYou are responsible for the security of your system. Product administration to prevent unauthorized use is your

responsibility. Your system administrator should read all documents provided with this product to fully understand the

features available that reduce your risk of incurring charges for unlicensed use of Genesys products.

Trademarks

Genesys, the Genesys logo, and Voice Web Application Platform are registered trademarks of Genesys

Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the

property of other companies.

Technical Support from VARs

If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.

Technical Support from Genesys

If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following

regional numbers:

Prior to contacting technical support, please refer to the Genesys Technical Support Guide for complete

contact information and procedures.

Ordering InformationFor complete information on ordering Genesys products, please see Licensing Genesys Products .

Released by

Genesys Telecommunications Laboratories, Inc.

http://www.genesyslab.com

Region Telephone E-mail

North and Latin America +888-369-5555 or +506-674-6767 [email protected]

Europe, Middle East, and Africa +44 (0) 118 974 7002 [email protected]

Asia Pacific +61 7 3368 6868 [email protected]

Japan +81-3-5649-6821 [email protected]

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http://www.genesyslab.com/

mailto:[email protected]




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Deployment Guide 3

Contents

Chapter 1 About This Document ............................................................................ 9

Intended Audience..................................................................................... 9

Part Summaries.........................................................................................9

Conventions............................................................................................. 10

Related Resources.................................................................................. 10

Chapter 2 Prerequisites ......................................................................................... 13

Hardware................................................................................................. 13

Dialogic Boards................................................................................... 14

Software .................................................................................................. 14

VWAP 6.5 Software ............................................................................ 14

Windows ............................................................................................. 14

Directory Server..................................................................................15

Telephony ........................................................................................... 15

Speech Recognition............................................................................ 15

Text-to-Speech....................................................................................16URLScan Filter ...................................................................................16

EventC/Reporter................................................................................. 17

Setting Up SQL Server and Clients .........................................................17

SQL Server ......................................................................................... 17

Installing SQL Server Client Network Libraries................................... 18

Setting Up Client Connections ............................................................ 19

Windows 2000 Server Additional Configuration ...................................... 20

Windows Services .............................................................................. 21

System Settings..................................................................................22

Network Interface Card Settings.........................................................23

Internet Explorer Settings ................................................................... 23

IIS Settings ......................................................................................... 23

System Performance Settings ............................................................24

Recommended Third-Party Software ...................................................... 25

Aborted Installations................................................................................ 25

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Contents

4 Voice Web Application Platform 6.5

Part 1 Voice Web Manager and Voice Web Provisioning System .............. 27

Chapter 3 Voice Web Provisioning System Installation and Configuration ..... 29

Installing and Configuring Sun ONE Directory Server.............................29

Installing Sun ONE Directory Server................................................... 30Creating the Root Suffix Using Sun ONE Console ............................. 30

Setting Up Dispenser...............................................................................31

Installing and Configuring VWPS ............................................................35

Installing New VWPS.......................................................................... 35

Setting up VWPS Database................................................................ 36

Configuring VWPS.............................................................................. 36

Chapter 4 Voice Web Manager Installation ..........................................................41

Introduction.............................................................................................. 41

Installing VWM.........................................................................................41

Part 2 TDM Set Up ...........................................................................................43

Chapter 5 VCS Installation and Configuration .................................................... 45

Installing the Dialogic Board ....................................................................46

Installing Dialogic Software .....................................................................46

Installing Intel/Dialogic SR5.1.1 ..........................................................46

Installing SR 5.1.1 SP1 for Dialogic Software..................................... 47

Installing PTR28779 for Dialogic Software ......................................... 48

Installing PTR31128 for Dialogic Software.......................................... 48Installing Global Call Protocol Package ..............................................49

Configuring Dialogic Software ................................................................. 49

Configuring DM/V-A Boards................................................................49

Installing VCS .......................................................................................... 56

Configuring VCS...................................................................................... 57

Chapter 6 Nuance 8.0.0 Installation and Configuration for VCS .......................61

Required Software................................................................................... 61

Installing and Configuring Nuance 8.0.0 Software ..................................62

Installing Nuance 8.0.0 Software ........................................................62Installing Nuance Service Pack SP030124.........................................62

Installing Nuance Audio Provider ........................................................62

Installing US English Language Pack ................................................. 63

Loading the Default Package on Resource Servers .......................... 63

Installing and Configuring Nuance Watcher........................................63

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Deployment Guide 5

Contents

Configuring VCS to Support ASR Features........................................ 67

Configuring Nuance.................................................................................68

Creating ASR Groups ......................................................................... 69

Chapter 7 SpeechWorks OSR Client-Server Installation and Configuration forVCS .................................................................................................. 71

Installing SpeechWorks OSR .................................................................. 72

Installing OSR Server ......................................................................... 72

Installing OSR Client...........................................................................72

Configuring OSR Client ......................................................................72

Configuring License ............................................................................ 73

Adding a Registry Entry for OSR Server ............................................73

Configuring Services on OSR Server .................................................74

Configuring Services on VCS .............................................................74

Installing ASR Log Manager Agent .........................................................75

Configuring SpeechWorks OSR .............................................................. 76Creating ASR Groups ......................................................................... 76

Configuring OSR Server toASR Log Manager .............................................................................. 77

Configuring OSR Servers to ASRTeleServers Group ......................... 77

Chapter 8 MRCP Server Configuration for VCS .................................................. 79

Installing the MRCP Server .....................................................................79

Configuring MRCP Server .......................................................................79

Creating ASR Groups ......................................................................... 81

Chapter 9 Text-To-Speech Installation and Configuration for VCS ..................83

Installing MySQL Components ................................................................ 84

Installing MySQL 3.51.06 or Later Database Software....................... 84

Installing MySQL ODBC Driver........................................................... 84

Installing MDAC 2.7 or Later............................................................... 84

Installing Speechify 2.1.6......................................................................... 84

Setting Maximum Number Of Client Connections .............................. 85

Installing RealSpeak 3.51 SP2 ................................................................ 85

Installing Genesys Text-to-Speech Software ........................................... 85

Configuring Text-to-Speech .....................................................................86Making Test Calls................................................................................ 87

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Contents


Part 3 IP Communications Server .................................................................. 89

Chapter 10 IPCS Installation and Configuration ................................................... 91

Installing IPCS......................................................................................... 91

Configuring IPCS..................................................................................... 93

Chapter 11 SpeechWorks OSR Client-Server Installation and Configuration forIPCS ................................................................................................. 97

Installing SpeechWorks OSR .................................................................. 97

Installing OSR Server ......................................................................... 97

Installing OSR Client...........................................................................98

Configuring OSR Client ......................................................................98

Configuring License ............................................................................ 99

Adding a Registry Entry for OSR Server ............................................99

Configuring Services on OSR Server ...............................................100Configuring Services on IPCS ..........................................................100

Installing ASR Log Manager Agent .......................................................100

Configuring SpeechWorks OSR ............................................................ 101

Creating ASR Groups .......................................................................102

Configuring OSR Server toASR Log Manager ............................................................................ 102

Configuring OSR Servers to ASRTeleServers Group .......................102

Chapter 12 Text-to-Speech Installation and Configuration for IPCS ................ 105

Installing MySQL Components .............................................................. 106

Installing MySQL 3.51.06 or Later Database Software.....................106

Installing MySQL ODBC Driver .........................................................106

Installing MDAC 2.7 or Later ............................................................. 106

Installing Speechify 2.1.6.......................................................................106

Setting Maximum Number Of Client Connections ............................ 107

Installing RealSpeak 3.51 SP2 .............................................................. 107

Installing Genesys Text-to-Speech Software ......................................... 107

Configuring Text-to-Speech ...................................................................108

Making Test Calls.............................................................................. 109

Part 4 Voice Web Manager Configuration ................................................... 111

Chapter 13 Voice Web Manager Configuration ................................................... 113

Setting Up VWM Databases .................................................................. 113

Setting Up VWM Database—Single SQL Server.............................. 114

Setting Up VWM Database—Multiple SQL Servers ......................... 115

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Deployment Guide 7

Contents

Setting Up Billing Port ....................................................................... 119

Configuring EventC ............................................................................... 119

Configuring Unified Login Server...........................................................123

Enabling Cookies..............................................................................123

Setting Up Unified Login Admin User ............................................... 124

Configuring Unified Login Server Settings ........................................ 124

Configuring Reporter ............................................................................. 125

Configuring Call Status Monitor .............................................................127

Prerequisites.....................................................................................127

Configuring CSM Settings ................................................................ 127

Configuring ASR Log Manager..............................................................128

Creating DSN for ASR Log Manager ................................................129

Configuring ASR Log Server ................................................................. 129

Configuring Outbound Notification.........................................................131

Creating DSN for Service Access Point............................................131

Creating ORL Groups .......................................................................132Configuring Groups on ORL Server.................................................. 132

Configuring PopGateway1 Process on SAP Server ......................... 133

Configuring Genesys Queue Adapter.................................................... 133

Creating the IVR Server.................................................................... 133

Configuring VWCM................................................................................134

Setting Up the Database...................................................................134

Provisioning Media Gateway ............................................................135

Configuring Resource Manager ........................................................137

Configuring SSM...............................................................................138

Configuring H.323 Session Manager ................................................140

Testing the Installation........................................................................... 141

Appendix Miscellaneous Configurations and Troubleshooting ......................143

Disabling the F1 Boot ............................................................................ 143

Groundstart Configurationswith Dialogic on VCS ........................................................................144

Open Speech Dialog Modules ............................................................... 152

Sun ONE Software ................................................................................152

Reinstalling/Repairing an Existing Installation ..................................152

Upgrading to a New Version.............................................................153

Common Tasks .................................................................................154Setting Up Replication ......................................................................158

Troubleshooting VWPS Installation .......................................................162

Upgrading/Repairing Existing VWPS Installation..............................163

Troubleshooting the Dialogic Driver.......................................................164

Troubleshooting the SQL Server ...........................................................165

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Contents


Recommended Solution ...................................................................165

Troubleshooting VCS............................................................................. 167

Uninstalling Dialogic Software ............................................................... 167

Index .................................................................................................... 169

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Chapter 1: About This Document Conventions

• Part 2 “TDM Set Up” on page 43, provides the installation andconfiguration procedures for the Voice Communications Server.

• Part 3 “IP Communications Server” on page 89, provides theinstallation and configuration procedures for the IP CommunicationsServer.

• Part 4 “Voice Web Manager Configuration” on page 111, providesinstructions for configuring the Voice Web Manager. These proceduresapply for either a TDM (Voice Communications Server) or VoIP (IPCommunications Server–based) platform.

Conventions

This guide uses the following document conventions:

A part number appears on the inside cover of the guide. Among other

things, this number identifies the month, year, and version of the guideyou are reading. The part number looks like this:

65vw_dep_08-2004_v2.05

• Bold type is generally used for emphasis, values of options, variables,the names of command objects and fields, and for the first use of a termbeing defined in a document.

• Italic type is used for document titles and for words, letters, and termsused as words, letters, and terms.

Related ResourcesConsult these additional resources as necessary:

• Voice Web Application Platform 6.5 Getting Started Guide, whichprovides an overview of the VWAP and introduces the components ofthe VWAP product suite.

• Voice Web Application Platform 6.5 Network Planning Guide, whichpresents recommendations for implementing the VWAP for NetworkService Providers (NSP). It is written for NSP network engineers andplanners who design and plan the architecture of the VWAP structure.

• Voice Web Application Platform 6.5 Operations and Provisioning

Guide, which provides instructions for the administration andprovisioning of the VWAP and its components.

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Deployment Guide 11

Chapter 1: About This Document Related Resources

• Voice Web Application Platform 6.5 Genesys Studio Developer’s

Guide, which provides information on Genesys Studio, a GUI for thedevelopment of applications based on the Voice Extensible MarkupLanguage (VoiceXML).

• Voice Web Application Platform 6.5 VoiceXML 2.0 Reference Manual,

which provides information on developing VoiceXML 2.0 applicationson the VWAP. It presents VoiceXML 2.0 concepts and providesexamples that focus on the VWAP implementation of VoiceXML(Voice Extensible Markup Language).

• Voice Web Application Platform 6.5 Diagnostic and Troubleshooting

Guide, which provides troubleshooting information for the VWAP.

• Voice Extensible Markup Language (VoiceXML) Version 2.0 W3C

Candidate Recommendation 20 February 2003, which is a W3C finalrelease candidate for review by W3C members and other interestedparties for VoiceXML 2.0 The term candidate recommendation means

that this work has received signification review from its immediatetechnical community. It is an explicit call to those outside of the relatedworking groups or the W3C itself for implementation and technicalfeedback.

• The Genesys Migration Guide, also on the Genesys DocumentationLibrary CD, which contains a documented migration strategy for eachsoftware release. Please refer to the applicable portion or contactGenesys Technical Support for additional information.

• The Genesys Technical Publications Glossary, which ships on theGenesys Documentation Library CD and which provides acomprehensive list of the Genesys and CTI terminology and acronymsused in this document.

• The Release Notes and Release Advisory for this product, which areavailable on the Genesys Technical Support website at http:// genesyslab.com/support.

Genesys product documentation is available on the:

• Genesys Technical Support website at http://genesyslab.com/support.

• Genesys Documentation Library CD, which you can order by e-mailfrom Genesys Order Management at [email protected].

http://genesyslab.com/support






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Chapter 1: About This Document Related Resources

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Deployment Guide 13

Chapter

2 PrerequisitesThis chapter provides information about the installation prerequisites forthe Voice Web Application Platform (VWAP) when installed with

Windows 2000. It includes information about required software andrecommended hardware and software.

This chapter covers the following topics:

• Hardware, page 13

• Software, page 14

• Setting Up SQL Server and Clients, page 17

• Windows 2000 Server Additional Configuration, page 20

• Recommended Third-Party Software, page 25

• Aborted Installations, page 25

Hardware

Table 1 lists the recommended hardware for a VWAP installation.

Table 1: VWAP Recommended Installation Hardware

Component Value

Model Dell PowerEdge 2650 2U

ROM (Firmware) 12/26/1999 or later

CPU Dual Xeon, 2.4 GHz, minimum

Hard Drive Two 10K RPM 18 GB with RAID 1

Memory 2 GB RAM, minimum

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Chapter 2: Prerequisites Software

Dialogic Boards

The VWAP VCS supports the following Dialogic boards:

• DM/V480A-2T1

• DM/V960A-4T1

• DM/V600A-2E1

• DM/V1200A-4E1

Software

The following software is required for a VWAP 6.5 installation.

VWAP 6.5 Software

The VWAP 6.5 software is available on CD and includes the followingmain components:

• Voice Communications Server (VCS)

• IP Communications Server (IPCS)

• Voice Web Manager (VWM)

• Voice Web Provisioning System (VWPS)

Windows

The following Windows components must be on every VWAP server:

• Windows 2000 Server with Service Pack 4. You may install criticalupdates released after Windows 2000 SP4.

Note: When installing Windows 2000 SP4, you must select US-

English as the language.

• Microsoft Data Access Component 2.7

• Microsoft® Internet Explorer 6.0+

• MSXML 4.0 SP2 or later• URLScan Filter for IIS Setup

• Windows 2000 Components:

■ Internet Information Server (IIS) > Common Files

■ Internet Information Server (IIS) > File Transfer Protocol (FTP)

Server

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Deployment Guide 15

Chapter 2: Prerequisites Software

■ Internet Information Server (IIS) > Internet Information Server

Snap-In

■ Internet Information Server (IIS) > World Wide Web Server

■ Management and Monitoring Tools > Simple Network Management

Protocol

Note: If you change a machine name after registering it with VWPS,

LDAP (Lightweight Directory Access Protocol) can read the configuration

and will operate in Local mode.

Directory Server

• Recommended—Sun ONE Directory Server version 5.1 SP2

• Also Supported—Sun ONE Directory Server version 5.1 SP1, 5.1 or

5.0

Note: Sun ONE software is available from the vendor.

Telephony

The following Dialogic telephony software is required:

• Dialogic SR 5.1.1 SP1 with PTR28779 and PTR31128

• GlobalCall Protocols Package version 4.0

Note: The telephony software is distributed with VWAP, on the VWAP

Third-Party Dialogic CD.

Speech Recognition

The following ASR (Automatic Speech Recognition) software is required ifspeech recognition is used:

• Nuance 8.0.0 with SP030124, Nuance Dialogic CSP Audio Providerversion 2.0.3, and LanguageModule-EnglishAmerica-v8-0-r2.zip

Note: Nuance is supported on the VCS only. It is not supported on the

IPCS. Nuance software is available from the vendor.

OR

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Deployment Guide 17

Chapter 2: Prerequisites Setting Up SQL Server and Clients

4 Check the UrlScan entry in IIS > <computer_name> Master

Properties > WWW Service > Edit > ISAPI Filters.

5 Open the urlscan.ini from C:\WINNT\system32\inetsrv\urlscan.

6 Change the AllowDotInPath option from 0 (zero) to 1 (one).

7 Comment out the .asp line from the Deny asp requests section.

EventC/Reporter

EventC/Reporter machines require MDAC 2.7. If the EventC machine has ahigher version of MDAC, the EventC log files or Network ManagementGUI might state that a version is not found. If this occurs, then downgradeMDAC to version 2.7. Refer to Microsoft documentation for instructionson downgrading MDAC.

Setting Up SQL Server and Clients

SQL Server

An SQL Server 2000 Enterprise Edition SP3 is required and more than onemay be used based upon anticipated network activity and redundancy. TheSQL Server hosts tables for the Voice Web Provisioning System (VWPS),Voice Web Manager (VWM), Reporter, and the VWM Event Collector andProcessing components.

Install the SQL Server on a computer that meets the hardware and softwarerequirements outlined in the sections “Hardware” on page 13 and“Software” on page 14. If you are setting up a lab configuration, where theVWM components are installed on two computers, the SQL Server mayreside on VWM1. Make note of the name and location of the computer forfuture use.

Note: When installing the SQL server, you must select US-English as the

language.

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To install the SQL Server:

1 Run the SQL Server installation program.

2 When prompted for authentication, select Mixed Authentication.

3 Note the Login Name and password. For example, the Login Name

might be sa with no password.

This completes the SQL Server installation and configuration.

Installing SQL Server Client Network Libraries

You must perform this procedure once for every box that will access theSQL Server Databases, but that does not have SQL Server installed. This isrequired for software such as VWPS, EventC, UnifiedLogin, Call StatusMonitor, and Reporter. For example, if SQL Server is installed on VWM1box, and VWM components on VWM2 and VWM3 boxes access the

database, perform this procedure on VWM2 and VWM3.

To install connectivity only for SQL Server 2000

1 Insert the Microsoft SQL Server 2000 CD in your CD-ROM drive. If

the CD does not autorun, double-click Autorun.exe in the root directory

of the compact disc.

2 Select SQL Server 2000 Components.

3 Select Install Database Server. Setup prepares the SQL Server

Installation Wizard.

4 At the Welcome screen, click Next.

5 At the Computer Name screen, note that Local Computer is the default

option, and the local computer name appears in the edit box. Click

Next.

6 At the Installation Selection screen, click Create a new instance of

SQL Server, or install Client Tools, and then click Next.

7 Follow the directions on the User Information, Software License

Agreement and related screens.

8 At the Installation Definition screen, click Connectivity Only, and then

click Next.

9 At the Start Copying Files screen, click Next to complete the

installation.

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Deployment Guide 19


Setting Up Client Connections

You must perform this procedure once for every SQL Server box that isaccessed from the Client box. For example, if SQL Server is installed onVWM1 box, and VWM components on VWM2 and VWM3 boxes accessthe database, you must set up client connections to VWM1 box on theVWM2 and VWM3 (client) boxes.

On the Client box, do the following:

1 In Windows 2000, select Start > Settings > Control Panel >

Administrative Tools > Data Sources.

2 On the System DSN tab, click Add.

3 Select SQL Server Driver from the list of drivers and click Finish.

4 In the Create New Data Source for SQL Server dialog box, enter the

following and click Next when you are through:

■ Name: a logical name for the Connection, for example, vwm1

■ Description: a text description, for example, Connection to vwm1

SQL Server

■ Server: name of the SQL Server, for example, vwm1

5 In the next dialog box, enter the following:

a In the first radio button, select Use SQL Server authentication usinga login ID and password entered by the user.

b In the LoginID field, enter a Login in the SQL Server, for example,sa. The login ID should have been previously created in SQL Server

and have access privileges to the various databases.c In the Password field, enter the password for the login.

6 Click Client Configuration in the same dialog box.

■ Select TCP/IP for Network Libraries.

■ The Server Alias field represents the alias for the SQL Server. This

can be any name and can be different from the actual machine

name.

Note: The Server Alias is the name used during VWPS configuration.

■ Server Name: enter the name/fully qualified domain name/IP

address of the SQL Server box. If this name is pinged from the

client (current box), it should resolve and communicate

successfully. Genesys recommends using the IP address.

7 Click OK.

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Deployment Guide 21

Chapter 2: Prerequisites Windows 2000 Server Additional Configuration

Windows Services

Select Start > Programs > Administrative Tools > Services, and set theServices as shown in Table 2.

Table 2: Windows Services Setup

Name Startup Type

Alerter Disabled

Application Management Manual

Clipbook Manual

Com + Event System Manual

Computer Browser Disabled

DHCP Client Automatic

Directory Replicator Manual

Event Log Automatic

FTP Publishing Services Automatic

IIS Admin Service Automatic

License Logging Disabled

Messenger Disabled

Net Logon Manual

Network DDE Manual

NT LM Security Support Provider Manual

Plug and Play Automatic

Protect Storage Automatic

Remote Procedure Call (RPC) Locator Manual

Remote Procedure Call (RPC) Service Automatic

Server Automatic

SNMP Automatic

SNMP Trap Service Manual

System Event Notification Automatic

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System Settings

The system settings listed in Table 3 are required on each computer.

Task Scheduler Automatic

TCP/IP NetBIOS Helper Automatic

Telephony Service Manual

UPS Manual

Workstation Automatic

World Wide Web Publishing Service Automatic

Table 2: Windows Services Setup (Continued)

Name Startup Type

Table 3: System Settings

Name Status

EventLog Viewer maximum log size System Log 1024 Kb

EventLog Viewer maximum log size ApplicationLog

1024 Kb

EventLog Viewer maximum log size exceedaction

Overwrite events as needed

DNS Appropriate IP addresses

SNMP Trap As appropriate

Time zone GMT with Automaticdaylight saving adjustment

OFF

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Deployment Guide 23


Network Interface Card Settings

The Network Interface Card settings listed in Table 4 are required on eachcomputer.

Internet Explorer Settings

The Internet Explorer settings listed in Table 5 are required on each

computer:

IIS Settings

This section describes how to configure the IIS settings, which must be

done on each VWM computer.

1 In Windows 2000, select Start > Programs > Administrative Tools >

Internet Services Manager.

2 Right-click and select Default FTP Site > Properties > Home

Directory tab. Select Read permissions.

3 Right-click and select Default FTP Site > Properties > Directory

Security tab. Set the default access for all computers to Denied Access.

4 Right-click and select Default FTP Site > Properties > Security

Accounts tab. Clear the Allow Anonymous connections check box.

5 Right-click and select Default Web Site > Properties > Home

Directory tab.

a Click Configuration in the Application Settings section.

b On the App Mappings tab, select and remove all mappings except.asp and .asa.

Table 4: Network Interface Card Settings

Parameter Value

NIC1 (Primary) Appropriate VPN IP address (if used)

NIC2 (Public) Disabled (by Control Panel) or public IP address (forcomputers that need to be dual-homed)

Table 5: Internet Explorer Settings

Parameter Value

IE default document http://localhost:9810

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Directory tab.

a Click Configuration in the Application Settings section.

b On the App Options tab, select Enable session state and set thesession timeout to 30 minutes.

c Select the Enable buffering check box.


Directory tab. Set the HTTP security access settings based on

individual requirements.

8 Right-click and select the Server > Properties > Internet Information

Services tab.

a Click Edit, and select Web Site tab.

b Select Enable logging check box.

c Click Properties > General properties tab.

d Select When file size reaches check box and enter 1 MB in the textfield.

e Click Extended properties tab, and select the following options:

• Date

• Time

• Client IP Address

• Method

• URI Stem

• Protocol Status9 Right-click and select the Server > Properties > Internet Information

Services tab >Home directory tab > Application Settings section >

Execute Permissions.

10 Select Scripts and Executables.

System Performance Settings

You must configure the following system performance settings on eachVWM computer.

1 In Windows 2000, select Start > Settings > Control Panel > System >

Advanced, click Performance Options.

2 In the Application Response section, select Optimize performance for

Background services.

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Chapter 2: Prerequisites Aborted Installations

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Deployment Guide 27

Part

1 Voice Web Manager and

Voice Web Provisioning

SystemThe chapters in Part 1 provide instructions for installing the Voice WebManager and Voice Web Provisioning System. These procedures are thesame whether the VWAP 6.5 is installed as a Time Division Multiplex(TDM) (Voice Communications Server–based) platform or as a Voice overInternet Protocol (VoIP) (IP Communications Server–based) platform.

You can find instructions for configuring VWM in Part 4, and you shouldperform them after installing VCS or IPCS.

Part 1 contains the following chapters:

• Chapter 3, “Voice Web Provisioning System Installation andConfiguration” on page 29

• Chapter 4, “Voice Web Manager Installation” on page 41

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Part 1: Voice Web Manager and Voice Web Provisioning System

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Deployment Guide 29

Chapter

3 Voice Web Provisioning

System Installation and

ConfigurationThis chapter describes how to install and configure the Sun ONE DirectoryServer, the Dispenser, and the Voice Web Provisioning System (VWPS)software.

Note: Anti-virus software may interfere with the installation process.

Make sure there is no anti-virus software running during installation.


• Installing and Configuring Sun ONE Directory Server, page 29

• Setting Up Dispenser, page 31

• Installing and Configuring VWPS, page 35

Installing and Configuring Sun ONE

Directory Server

Before installing the VWPS, you must first install and configure the Sun

ONE Directory Server. Genesys recommends that you install Sun ONEDirectory Server version 5.1 SP2, however, versions 5.1 SP1, 5.1 and 5.0are also supported.

Note: Direct access to the local machine is required for installing Sun

ONE. Do not use Microsoft Terminal Services.

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Chapter 3: Voice Web Provisioning System Installation and Configuration Installing and Configuring Sun ONE

Installing Sun ONE Directory Server

1 From the Sun ONE installation software, double-click setup.exe.

2 Follow the onscreen instructions and select the default settings

throughout the installation.

3 When prompted, enter an Administrator ID and password, and enter a

Directory Manager DN and password. Make note of your IDs and

password for future use.

4 When prompted, reboot the computer.

Creating the Root Suffix Using Sun ONE Console

1 In Windows, select Start > Programs > Sun ONE Server Products >

Sun ONE Console.

2 Log in with your Directory Manager DN and password.

3 Expand the Server icon.

4 Expand the Server Group folder and select Directory Server.

5 Right-click and select Open. The Directory Server appears.

6 Click the Configuration tab.

7 Select the Data icon.

8 From the Object menu, select New Root Suffix.

9 In the New Suffix field, enter the name of the suffix, for example,o=genesys.net.

Note: The suffix name must start with o=. Use the lower case letter o,

not the zero.

10 Select the Create associated database automatically check box.

11 Enter the name of the database (for example, genesys), and click OK.

12 Click the Directory tab, and ensure that the Server is selected.

13 From the Object menu, select New Root Object > o=genesys.net.

14 From the Choose New Object list, scroll down and select

Organization and then click OK. The Property Editor dialog box

appears.

15 In this Property Editor dialog box, click OK.

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Deployment Guide 31

Chapter 3: Voice Web Provisioning System Installation and Configuration Setting Up Dispenser

Adding a Password to the Root Suffix

Note: This password is also used by VWPS for scheduled tasks.

1 Select the Root Suffix node.

2 From the Object menu, select Properties.

3 Click Add Attribute. The Add Attribute dialog box appears.

4 From the Attribute list, select userpassword and click OK. The

password attribute is added to the list on the left side of the window.

5 Scroll down to the password field and enter a password (for example,

genesys2003) and make note of it for future reference.

6 Click OK.

7 Close all windows.

Note: When installing any Genesys component, the DN (Distinguished

Name) for the root suffix (for example, o=genesys.net) and the password

(for example, genesys2003) created in the sections “Creating the Root

Suffix Using Sun ONE Console” on page 30 and “Adding a Password to

the Root Suffix” on page 31 can be used as the UserID and the password.

Installing Sun ONE is now complete.

Setting Up Dispenser

This section provides instructions for setting up the Dispenser, which is aweb directory.

You must create an FTP site on the Dispenser so that VWPS can updateDID and Application XML files on the Dispenser. The did.xml andappid.xml files contain configuration and connection information for allcustomer applications. These files are generated into the <VWPS

Installation Drive>:\Cn\Web\did_url_mappings directory when anapplication is provisioned. The VWPS then FTP’s these files to the

Dispenser so that they are available for HTTP requests from the VCS.

You can set up XML Dispensers in VWPS using one of the following threeconfiguration options:

1 Primary Dispenser only on the VWPS machine (recommended).

2 Primary Dispenser only on a remote non-VWPS machine.

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3 Primary and Backup Dispensers, one of which is on the VWPS

machine.

If high availability of the XML Dispenser is desired, use Option 3. Thethree configuration options are described below. Additionally, instructionsto execute common steps are provided, which include:

1 Creating an FTP virtual directory named cnftp and pointing it to a local

folder.

2 Pointing the default website on port 80 to a local folder.

Primary Dispenser Only, on the VWPS Machine

(Recommended)

In this configuration, only one Dispenser is available to VWAP clients suchas VCS and IPCS. The VWPS machine is also configured to act as a

Dispenser.1 On the VWPS machine, create a folder

C:\CNDispenser\did_url_mappings.

2 Set up an FTP virtual directory named cnftp on the VWPS machine.

3 Point cnftp to the local folder C:\CNDispenser.

4 Configure the default website on the VWPS machine for port 80 and

point the default website to C:\CN\Web as the home directory.

5 Set the Dispenser Machine Name parameter in VWPS to the fully

qualified domain name of the VWPS machine.

6 Restart Watchdog on the VWPS machine.

Primary Dispenser Only, on a Remote Non-VWPS

Machine

In this configuration, only one Dispenser is available to VWAP clients suchas VCS and IPCS. The VWPS machine does not act as a Dispenser.Instead, you configure another machine to act as a Dispenser. The VWPSdeploys XML files to this Dispenser machine using FTP.

1 On the remote dispenser machine, create a folderC:\CNDispenser\did_url_mappings.

Note: This is not CN\Dispenser.

2 Set up an FTP virtual directory named cnftp on the remote Dispenser

machine.

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Deployment Guide 33


3 Point cnftp to the remote machine’s folder C:\CNDispenser.

4 Configure the default website on the remote Dispenser machine for port

80 and point the default website to its local C:\CNDispenser\ as the

home directory.

5 Set the Dispenser Machine Name parameter in VWPS to the fullyqualified domain name of the remote dispenser machine.


Primary and Backup Dispenser, One of Which is on

the VWPS Machine

In this configuration, two Dispensers are available to VWAP clients such asVCS and IPCS. The VWPS machine acts as the backup Dispenser. Anothermachine is configured to act as the primary Dispenser. The VWPS deploys

XML files to the primary Dispenser using FTP.

To configure the primary Dispenser on a remote machine:

1 On the remote Dispenser machine, create a folder

C:\CNDispenser\did_url_mappings.

2 Set up an FTP virtual directory named cnftp on the remote Dispenser

machine.

3 Point cnftp to the local folder C:\CNDispenser.

4 Configure the default website on the remote Dispenser machine for port

80 and point the default website to C:\CNDispenser as the homedirectory.

To configure the backup Dispenser on the VWPS machine:

1 Make sure the C:\CN\web\did_url_mappings\ folder exists on the

VWPS machine.

2 Configure the default website on the VWPS machine for port 80 and

point the default website to the C:\CN\web\ folder on the VWPS

machine.

3 Set the Dispenser Machine Name parameter in VWPS to the fullyqualified domain name of the remote dispenser machine.


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Notes:

The $dispenser$ set in the AppXML fetched from the backup Dispenserwill have the primary Dispenser machine name as its value. This is not anerror.

To change the default (suggested) values relating to Dispensers in VWPS:

If your paths deviate from the paths specified in this procedure, forexample, if the path of the Dispenser isC:\CNDispenser\did_url_mappings\xmlfiles, then you must modify thefollowing items:

• The cnftp virtual FTP directory continues to point to C:\CNDispenser.

• Change the VWPS configuration parameter FTP path on DispenserMachine on the VWPS machine to cnftp/did_url_mappings/xmlfiles/.

• Modify the VWPS configuration parameter Local DID folder on the

VWPS machine to C:\CN\web\did_url_mappings\xmlfiles\.• Modify the VWPS configuration parameter Dispenser URL on the

VWPS machine to http://$dispenser$/did_url_mappings/xmlfiles/ $appxmlversion$/$appxmlname$

• On the VWPS machine, create a folderC:\CN\web\did_url_mappings\xmlfiles\.

Commonly Used Tasks

To create an FTP virtual directory named cnftp and point it to a local folder:

1 Open Internet Services Manager from Start > Settings > Control

Panel > Administrative Tools > Internet Services Manager.

2 Expand the machine name node.

3 Expand Default FTP site.

4 Right-click Default FTP site and select New > Virtual Directory.

5 Click Next in the Wizard that appears.

6 Enter cnftp as the alias. Click Next.

7 Select the local folder as the path by clicking Browse. Click Next afterspecifying the folder (for example, C:\CNDispenser).

8 In the Access Permissions step, select the Read and Write check boxes.

Click Next.

9 Click Finish.

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Deployment Guide 35

Chapter 3: Voice Web Provisioning System Installation and Configuration Installing and Configuring VWPS

To point the default website on port 80 to a local folder:

1 Open Internet Services Manager from Start > Settings > Control

Panel > Administrative Tools > Internet Services Manager.

2 Expand the machine name node.

3 Expand Default Web site.

4 Right-click Default Web site and choose Properties.

5 In the TCP Port text box, make sure the value is 80.

6 Click the Home Directory tab.

7 In the Local Path text box, specify the local folder by clicking Browse.

8 Click OK.

Installing and Configuring VWPSThis section provides the requirements and the instructions for installingand configuring the VWPS.

Installing New VWPS

1 Insert the VWAP CD into the computer on which you are installing

VWPS.

2 Run the setup executable located in solution_specific\VWPS. The

VWPS Install Wizard starts.3 If the Wizard prompts you to overwrite any existing files, select Yes to

all. Repeat if necessary.

4 When you are prompted to select a folder, select (C or D):\CN.

Note: If the LDAP and VWPS are installed on separate computers,

copy the 50Telera.ldif file from the <VWPS Installation Drive>/Cn/

Config folder on the VWPS computer and paste it into the <LDAP

Installation Drive>/Sun ONE/Servers/slapd-<Server Name>/config/

schema folder on the LADP computer.

Restart the LDAP service through the Services Panel, by restarting the

Sun ONE Directory Server.

5 When prompted “Is Directory Services Enabled?” click Yes.

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6 The setup prompts you for the following directory information required

to connect to the directory server:

■ Directory Server Fully Qualified Domain Name or IP Address—the

fully qualified name or IP address of the computer on which Sun

directory server is installed.

■ Directory Services User Name—the username needed to login to

the directory server, for example, cn=Directory Manager.

■ Password—password for the user account.

■ Root Domain Name—the root node where all information is

maintained, for example, o=genesys.net.

Note: Use the lowercase letter o, not the number zero.

7 Click Next.

If the registration is successful, setup displays a success message andproceeds to the last step.

If there is a problem with registration, setup indicates this and provides

you with another opportunity to register with the directory server.

8 After the setup finishes, reboot the system.

Setting up VWPS Database

1 On the SQL Server, create a database named VWPS.

2 Select the VWPS database.

3 Select the Tools drop-down menu and select SQL Query Analyzer.

4 Open the VWPS DB NEW 6.5.4SQL file from the <VWPS

Installation Drive>:\CN\Config\DBScripts\ folder located on the

VWPS machine.

5 Click Run (the green triangle) or press F5. Ignore any

PRIMARY_KEY_CONSTRAINT violations error messages.

Configuring VWPS

1 Open Internet Explorer and enter http://<vwps machine name>:9810/

vwps in the Address bar. The VWPS Login page opens.

2 Log in with the Directory Manager DN and password.

3 Click Servers. A tree in the left frame displays.

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Deployment Guide 37


4 Click on the + sign next to VWPS to see a list of VWPS servers in the

network.

5 Expand the server that is being installed. This should have a VWPS

node under it.

6 Click on VWPS node and select Edit Node from the menu that appearsin the main frame. The Server Configuration page for that node opens.

7 Ensure that the Show Advanced Fields check box is selected. Supply

values for the parameters listed in Table 6.

Note: Database names are case sensitive.

Table 6: VWPS Parameters

KeyNameKeyValueDescription

Example

Log Levels Level of detail on how much debugging

information is written to VWPS log files.

SQL DB Machine Name (Mandatory) Fully qualified name of the SQL

Server machine that hosts the VWPS database

sql.company.com

SQL DB Username (Mandatory) An existing username for the SQLServer.

sa

SQL DB Password Password for the user.

SQL DB Initial Catalog(Database) (Mandatory) The database where DID informationis stored. By default, it should be VWPS. VWPS

Local DID Folder (Mandatory) Local folder on the VWPS machinewhere all the generated XML files are to be kept.

D:\cn\web\did_url_mappings\

Dispenser Machine Name (Mandatory) Fully qualified name of the machinethat will act as the XML files Dispenser. Do notspecify localhost.

dispenser.company.com

FTP Path on Dispenser

Machine

(Mandatory) Relative FTP path to the folder where

all the XML files are to be deployed using FTP.This folder will also be available under the

machine’s web site and server XML pages toPOPServers.

cnftp\did_url_mappi

ngs\

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HTTP Port to use (Optional) The default is 9810. Change this to avalid port only if VWPS should use the new port tonotify other servers of their configuration changeand use as a default port for configuration

information.

If you wish to configure VWPS server and UI to

work on a different port, then edit the filed:\cn\web\vwps\common\server.inc. Open this filein Notepad and edit the value of the parameterHTTP_PORT. After changing this value, clear theInternet Explorer cache and restart IIS adminservice on the VWPS machine.

9810

Populate Adjunct Database (Mandatory) Select this check box to enable VWPSto start populating adjunct database withinformation from LDAP directory. This is used byReporter, EventC.

Selected

Update Frequency inseconds

(Mandatory) How frequently the data should beupdated. Unless needed do not change the default.

180

Purge Interval (days) (Mandatory) Number of days after which VWPSshould delete entries from adjunct database thathave been deleted in the directory. When entriesare deleted from the directory, they are kept in the

Adjunct DB for reporting and billing purposes. If0, entries are deleted immediately. Default is 45.

45

Servers IP Lookup (Mandatory) Select this check box if VWPS shouldlookup IP addresses of servers for report database.

Enable Scheduled Tasks (Mandatory) Select this check box to enablescheduled tasks.

Selected

Scheduled Tasks Interval Value in seconds that specifies how frequentlyVWPS looks for pending scheduled tasks andexecutes them.

180

VWPS System AccountPassword

This is the password for the VWPS systemaccount. This account is used for scheduled tasksonly.

Table 6: VWPS Parameters (Continued)

KeyNameKeyValueDescription

Example

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Deployment Guide 41

Chapter

4 Voice Web Manager

InstallationThis chapter describes how to install the Voice Web Manager (VWM)components.

Note: Antivirus software may interfere with the installation process.

Make sure antivirus software is not running during installation.

This chapter has the following sections:

• Introduction, page 41

• Installing VWM, page 41

Introduction

You can install the VWM components in either of two ways:

• Lab—All VWM components are installed on one computer.

• Network—The VWM components are installed on various, separatecomputers.

Installing VWM1 Insert the VWAP CD into the CD-ROM drive.

2 From the solution_specific\VWM directory, run the VWM setup

executable. The Install Wizard starts.

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Chapter 4: Voice Web Manager Installation Installing VWM

3 When the Wizard prompts you to select a folder, select (C or D):\CN,

and then click Next.

4 At the VWM Components Selection screen, select the required VWM

components, then click Next.

5 A warning screen appears regarding multiple EventC services.Acknowledge it by clicking OK.

6 At the second VWM Components Selection screen, select the required

VWM components, then click Next.

7 At the Voice Web Call Manager Components (VWCM) Selection

screen, select the required VWCM components, then click Next.

8 If you are prompted to overwrite any existing files, select Yes. Repeat if

necessary.







■ Directory Services User Name—the user name needed to login to






11 Click Next.

If the registration is successful, setup displays a success message and

proceeds to the last step.




13 Repeat this procedure to install VWM/AIM/VWCM components on

other machines.

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Part 2: TDM Set Up

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Deployment Guide 45

Chapter

5 VCS Installation and

ConfigurationThis chapter describes how to install and configure the VoiceCommunications Server (VCS), including the Dialogic software andhardware.

If you plan on using the SpeechWorks OSR Client-Server ASR software,you must first install SpeechWorks before installing VCS (see Chapter 7,“SpeechWorks OSR Client-Server Installation and Configuration for VCS”on page 71).




• Installing the Dialogic Board, page 46

• Installing Dialogic Software, page 46

• Configuring Dialogic Software, page 49

• Installing VCS, page 56

• Configuring VCS, page 57

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Chapter 5: VCS Installation and Configuration Installing the Dialogic Board

Installing the Dialogic Board

1 Turn off the computer and install the Dialogic board.

For details on how to install the Dialogic board, refer to the vendor

documentation included with the board, or check the Dialogic website.

2 Make note of the board identification number; you might need it later.

To find the identification number, review the installation card supplied

with the board; a switch on the board usually specifies the identification

number.

3 If you are installing multiple boards:

■ Each board must have a separate device number. Note the dial

number on each board and the slot in which the board is installed.

■ After installing the boards in the chassis, cable the boards together.

Note: Although the cable connectors are keyed, their design still

permits improper insertion. Make sure that the connector mates well

with the board and is aligned properly.

Installing Dialogic Software

Before installing the VCS software, you must install and configure the

Intel/Dialogic System Release (SR) 5.1.1 software.

Note: Genesys recommends that you install the Dialogic software on the

local administrator account.

Installing Intel/Dialogic SR5.1.1

1 Insert the VWAP Third-Party Dialogic CD into the CD-ROM drive.

2 From the Intel\Dialogic\Dialogic_SR_5_1_1 directory, run the setup

executable. The Install Wizard starts, and the Setup Options screen

appears.

3 Click Custom, then click Next. The program prompts for the

installation of component options.

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Deployment Guide 47

Chapter 5: VCS Installation and Configuration Installing Dialogic Software

4 Select the following options:

■ Dialogic Drivers, Firmware, and Configuration files

■ Dialogic Development SDK

■ Sample programs

■

Online Documentation■ Performance Counters for Win NT performance monitor

■ ISDN Package

■ Global Call API Package

■ Antares

■ DM3

■ Continuous Speech Processing (CSP)

5 Click Next. The ISDN Protocol Selection screen appears.

6 If you are using the ISDN protocol, click Select All. If you are not

using the ISDN protocol, do not make a selection.

7 Click Next. The DM3 Component Selection screen appears.

8 If you are using the DM3 components, click Select All and click Next.

The Online Documentation Access Location screen appears.

9 Select Install Documentation Locally and click Next. The Destination

Location screen appears.

10 Select the default installation directory and click Next. The Program

Group screen appears.

11 Select the default program group and click Next. The setup copies all of

the program files and creates program groups.

12 At the prompt to run DCM, do not select any of the options.

13 Click Next.

14 Reboot the computer.

Note: If a Found New Hardware dialog box appears upon reboot, refer to

“Troubleshooting VWPS Installation” on page 162 for more information.

Installing SR 5.1.1 SP1 for Dialogic Software

1 From the VWAP Third-Party Dialogic CD, Intel\Dialogic\

SR5_1_1_patches\Dialogic511sp1 directory, run the setup executable.

2 Reboot the system after the service pack installation is complete.

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Chapter 5: VCS Installation and Configuration Installing Dialogic Software

Installing PTR28779 for Dialogic Software

1 From the VWAP Third-Party Dialogic CD,

Intel\Dialogic\SR5_1_1_patches\PTR28779\ directory, run the setup

executable.

The following files will be overwritten in the data subdirectories.

■ 03/20/2003 11:22a 4,645,111 qs_isdn_4ess.mlm

■ 03/20/2003 11:27a 4,645,809 qs_isdn_5ess.mlm

2 Reboot the system after the point release installation is complete.

Installing PTR31128 for Dialogic Software

Note: Nuance 8.0 can not be deployed with Dialogic PTR31128. If you

are using Nuance for Automatic Speech Recognition, do not install

PTR31128. Install PTR27390 and PTR28779 instead.

1 From the VWAP Third-Party Dialogic CD,

Intel\Dialogic\SR5_1_1_patches\PTR31128\ directory, run the setup

executable.

The following files will be overwritten in the subdirectories:

bin:

■ 07/22/2003 12:11 PM 53,248 cheetah_cfg.exe

inc:

■ 05/29/2002 05:44 PM 2,851 dm3cc_parm.h

■ 07/04/2001 05:33 PM 3,009 GcVoip.h

lib:

■ 09/16/2003 12:21 PM 286,720 cheetah.dll

■ 09/16/2003 12:26 PM 86,016 libcspdm3.dll

■ 09/16/2003 12:31 PM 446,464 libdm3cc.dll

■ 09/16/2003 12:33 PM 204,800 libdm3fax.dll

■ 09/16/2003 12:27 PM 86,016 libdtidm3.dll

■ 09/16/2003 12:25 PM 409,600 libdxxdm3.dll■ 09/16/2003 12:32 PM 77,824 libipm_nettsc.dll

■ 09/16/2003 12:32 PM 7,536 libipm_nettsc.lib

2 Reboot the system after the point release installation is complete.

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Deployment Guide 49

Chapter 5: VCS Installation and Configuration Configuring Dialogic Software

Installing Global Call Protocol Package

1 From the VWAP Third-Party Dialogic CD, Intel\Dialogic\

GlobalCallProtocolPkg40 directory, run the setup executable.

2 When prompted, select Complete Installation.

3 The installation checks for PTR fixes, and if needed, installs them.

Accept the defaults. Typically PTR fixes are not required on Dialogic

SR5.1.1.

4 The Install Wizard reboots the computer.

Configuring Dialogic Software

You must configure the Dialogic software for the appropriate signaling—

T1/E1 ISDN or Robbed-Bit.

Note: Using Terminal Services might cause a failure to detect Dialogic

boards after a reboot. If this failure occurs, log off Terminal Services and

log back in. If the board remains undetectable, contact Dialogic technical

support.

Configuring DM/V-A Boards

The DM/V-A boards require SR5.1.1. Regardless of signaling protocols,

you must complete the following workaround if you are using DM/V-Aboards.

Dialogic Service hangs when it is set to autostart mode in WindowsService, and this setting will also be a problem when another application,such as WatchDog, is set to autostart and depends on the Dialogic Service.

A workaround for Dialogic PTR 25513 is to change the Dialogicdependencies.

1 Select Start > Run regedt32.

2 From the window HKEY_LOCAL_MACHINE, go to

\Sytem\CurrentControlSet\Services\Dialogic\.3 In the right side window, double-click DependOnService.

4 Add dlgcmcd to the top of the list, so it looks like this:

dlgcmcd

Dlgcsram

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5 Click OK.

6 Exit regedt32.

Configuring DM/V-A Boards for T1/E1 ISDN

If using ISDN call control signaling, the following configuration isrequired:

1 Navigate to the directory where Dialogic\Data is installed (typically

C:\Program Files\Dialogic\Data).

2 In a text editor, open the appropriate configuration file for your installed

board:

■ ml2_dsa_<xxx>.config—for DM/V480A-2T1 or DM/V600A-2E1

■ ml2_qsa_<xxx>.config—for DM/V960A-4T1 or DM/V1200A-4E1

Where <xxx> is the ISDN protocol being used by the trunk, for

example, 4ESS, 5ESS, DMS, or net5.

3 In section [CHP] of each file, change Setparm=0x1311,2 to

Setparm=0x1311,1

This action sets the default port startup mode to InService.

4 Save and close the files.

5 Open an MS-DOS command prompt and change the current directory to

the <Dialogic>\Data directory (typically c:\program files\dialogic\data).

6 Run the following commands:

■ For DM/V480A-2T1 or DM/V600A-2E1:

..\bin\fcdgen ml2_dsa_<xxx>.config

The following line should return:

Building ml2_dsa_<xxx>.fcd from ml2_dsa_<xxx>.config

■ For DM/V960A-4T1 or DM/V1200A-4E1:

..\bin\fcdgen ml2_qsa_<xxx>.config


Building ml2_qsa_<xxx>.fcd from ml2_qsa_<xxx>.config

7 Close the command prompt.

8 Start Dialogic Configuration Manager (DCM) by going to Start >

Programs > Intel > Dialogic System Software > Configuration

Manager.

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Deployment Guide 51


The first time you start DCM, the prompt shown in Figure 1 appears.

Figure 1: Computer Name—Dialogic Configuration Manager Dialog Box

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9 Select Local and click Connect. Dialogic autodetects all the boards and

prompts for the correct firmware file, as shown in Figure 2.

Figure 2: Dialogic Configuration Manager—Assign Firmware File Dialog Box

10 Select the firmware file from the Available Firmware list.

■ For a DM/V480A-2T1 or DM/V600A-2E1 board, select

ml2_dsa_<xxx>.pcd

■ For a DM/V960A-4T1 or DM/V1200A-4E1 board, select

ml2_qsa_<xxx>.pcd

11 Click OK.

12 For DM/V600A-2E1 and DM/V1200A-4E1 boards only, check the

Media Type parameter.

a Select DCM > TDM Bus configuration tab.

b Set the Media Type to Alaw.

Configuring the DM/V boards is now complete.13 Start the Dialogic Service by clicking the green button on the DCM

toolbar.

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Deployment Guide 53


Configuring DM/V-A Boards for T1 Robbed-Bit

For T1 Robbed-Bit call signaling, the following configuration is required:

1 Navigate to the directory where Dialogic\Data is installed (typically

C:\Program Files\Dialogic\Data).

2 In a text editor, open the appropriate configuration file for your installed

board:

■ ml2_dsa_t1.config (used for DM/V480A-2T1)

■ ml2_qsa_t1.config (used for DM/V960A-4T1)

3 In each [CHP] section, change Setparm=0x1311 to Setparm=0x1311,1

This action sets the default port startup mode to InService.

4 In each [CHP] section, change the first instance of Protocol Type to one

of the following:

■ 1 for E&M■ 2 for Loop Start

■ 3 for Ground Start

This action sets the ProtocolType to either E&M, Loop Start, or Ground

Start.

5 In each [CHP] section, change the first instance of AnswerTimeout to

180000. This action sets AnswerTimeout to answer timeout for

outbound calls.

6 In each [CHP] section, set the first instance of DNIS to y if DNIS is to

be collected for inbound calls. Set DNIS to n if DNIS will not be

collected.

Note: Setting DNIS to y when DNIS is not being transmitted causes

delays in processing inbound calls.

7 In each [CHP] section, change Blind Transfer to 0 (Off). This turns off

BlindTransfer.

8 Set LineType to either D4 or ESF.

Each trunk has a [lineAdmin.x] section, where x is the physicaltrunk ID.

In the ml2_dsa_t1.config file (used by the DM/V480A-2T1 boards),

you will have [lineadmin.1] and [lineAdmin.2].

In the ml2_qsa_t1.config file (used by the DM/V960A-4T1), you will

have [lineAdmin.1], [lineAdmin.2], [lineAdmin.3], and [lineAdmin.4].

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In each of the [lineAdmin.x] sections, change Setparm=0x1601 to

Setparm=0x1601,0 for D4, or Setparm=0x1601,1 for ESF.

9 Set Coding to either B8ZS or EMI.

In each of the [lineAdmin.x] sections, change Setparm=0x1603 to

Setparm=0x1603,7 for B8ZS, or Setparm=0x1601,8 for AMI.10 Save and close the files.

11 Open an MS-DOS command prompt and change the current directory to

the <Dialogic>\Data directory (typically c:\program files\dialogic\data).

12 Run the following commands:

a For DM/V480A-2T1 run

..\bin\fcdgen ml2_dsa_t1.config


Building ml2_dsa_t1.fcd from ml2_dsa_t1.configb For DM/V960A-4T1 run

..\bin\fcdgen ml2_qsa_t1.config


Building ml2_qsa_t1.fcd from ml2_qsa_t1.config

13 Start Dialogic Configuration Manager. The first time you start DCM,

the prompt shown in Figure 3, on page 55 appears.

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Deployment Guide 55


Figure 3: Computer Name—Dialogic Configuration Manager Dialog Box

14 Select Local and click Connect. Dialogic autodetects all the cards and

prompts for the correct firmware file, as shown in Figure 4, on page 56.

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Chapter 5: VCS Installation and Configuration Installing VCS

Figure 4: Assign Firmware File Dialog Box

15 Select the firmware file from the Available Firmware list.

■ For a DM/V480A-2T1 board, select ml2_dsa_t1.pcd

■ For a DM/V960A-4T1 board, select ml2_qsa_t1.pcd

16 Click OK. Configuring the DM/V-A board is now complete.

17 Start the Dialogic Service by clicking on the green button on the DCM

toolbar.

Installing VCS

1 Insert the VWAP CD into the CD-ROM drive.

2From the solution_specific\VWCO\VCS directory, run the VCS setupexecutable. The Install Wizard starts.

3 Select (C or D):\CN as the destination folder.

4 Click Next.

5 If prompted to use Dialogic, click Yes.

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Deployment Guide 57

Chapter 5: VCS Installation and Configuration Configuring VCS

6 When prompted “Are Directory Services enabled?” click Yes.

7 Enter the Fully Qualified Name of the Directory Server, Directory User

Name, Password, and Root Domain Name.

8 If the registration is successful, setup displays a success message and

proceeds to the last step.If there is a problem with registration, setup indicates this and provides


9 Click Yes to restart the computer, then click Finish.

Note: If a dialog box appears asking to run the Found New Hardware

Wizard, it means that the Windows 2000 software does not support

Plug and Play. Refer to “Troubleshooting VWPS Installation” on page

162 for more information.

10 Open Internet Explorer and enter the URL http://localhost:9810 .

The VCS Network Management page opens. If an error occurs where

Network Management or WatchDog is not starting, proceed to

“Configuring VCS” on page 57. Configuring the VCS might resolve the

error.

Note: For information on the Network Management GUI, refer to the

Voice Web Application Platform 6.5 Operations and Provisioning Guide.

Configuring VCS

To configure basic VCS parameters:

For each machine on which VCS is installed, modify the VCS settings asfollows.

1 Log in to VWPS, then click Servers.

2 Expand the nodes VCS > <VCSComputerName>, then click

PopGateway.

3 Click Edit Node. The Server Configuration page for that node opens.

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4 Supply values for the parameters listed in Table 7.

5 Click Submit.

6 Determine the number of inbound and outbound ports that are required.

Expand the PopGateway node and click Route1.


8 Select the route type, inbound or outbound, from the pull-down list.

Table 7: VCS Parameters

Parameter Description Example

Primary DIDMapper

<Fully Qualified Name ofDispenser Computer>/ did_url_mappings/$did$.xml

http://dispenser/ did_url_mappings/ $did$.xml

Backup DIDMapper

<Fully Qualified Name ofDispenser Computer>/ did_url_mappings/$did$.xml

http://dispenser2/did_url_mappings/ $did$.xml

PrimaryOutbound DID

<Fully Qualified Name ofDispenser Computer>/ did_url_mappings/$reseller-name$_$customer-

name$_$application-name$_OutboundDID.xml

http://dispenser/did_url_mappings/ $reseller-name$_$customer-

name$_$application-name$_OutboundDID.xml

BackupOutbound DID

<Fully Qualified Name ofSecondary Dispenser Computer>/

did_url_mappings/$did$.xml

http://dispenser/did_url_mappings/

$reseller-name$_$customer-name$_$application-name$_OutboundDID.xml

telephonydll Name of Dialogic version dll file

For Nuance, useDialogicMgrSR51.dll, and forSpeechWorks OSR, useDialogicGOSAPI.dll

DialogicMgrSR51.dll

Billing ServerURL

<Fully Qualified Name of BillingComputer>:9811/billing/ events.asp

http://Billing:9811/ billing/events.asp

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Configuring VWPS for T1 Robbed-Bit

If Robbed-Bit is used, perform this procedure:


2 Expand the nodes VCS > <VCSComputerName> >PopGateway1,

then click Route1.

3 Click Edit Node.

4 Set the value of T1rbProtocolFile to DMV.

5 Expand the node PopGateway1, then click Route2.

6 Click Edit Node.

7 Set the value of T1rbProtocolFile:

■ For outbound trunks, set to DMV.

■

For DTMF on outbound trunks, set to DMV.

Note: Be sure to set the value with only the file name, not the

extension; that is, do not add .cdp to the value.

8 For both Route 1 and Route 2 set the following values:

■ Signaling type

■ Channels—For example 1:1-24, 2:1-24

■ Network Type—1

■ T1 Robbed-Bit ANI/DNIS order—(depends on trunk carrier)

9 Stop Dialogic Service.

10 Restart WatchDog.

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Deployment Guide 61

Chapter

6 Nuance 8.0.0 Installation

and Configuration for VCSThis chapter describes how to install and configure Nuance 8.0.0 softwareon the Voice Web Communication and Resource Servers.




• Required Software, page 61

• Installing and Configuring Nuance 8.0.0 Software, page 62

• Configuring Nuance, page 68

Required Software

The following third-party software is required to install Nuance:

• Nuance version 8.0.0 (Available from Nuance)

• Nuance Service Pack SP030124 (Available from Nuance)

• Nuance Dialogic DM3 Audio Provider version 2.0.3 (DMV boards)

• LanguageModule-EnglishAmerica-v8-0-r2.zip

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Chapter 6: Nuance 8.0.0 Installation and Configuration for VCS Installing and Configuring Nuance 8.0.0 Software

Installing and Configuring Nuance 8.0.0

Software

The following Nuance naming conventions are used:

• Nuance Recognition Server—RecServer

• Nuance Resource Manager—RM

• Nuance Compilation Server—CompServer

• Nuance License Manager—NLM

• Nuance Recognition Client—RecClient

Nuance must be installed on all VCS machines that act as Nuance ASRrecognition clients. Additional components may be turned on depending onthe architecture. Nuance must also be installed on all non-VCS ResourceServers (RecServers, Resource Managers, License Managers, and

Compilation Servers). Additional components may be turned on dependingon the architecture. Procedures to turn on additional components aredescribed in “Installing and Configuring Nuance Watcher” on page 63.

Installing Nuance 8.0.0 Software

1 Log on as administrator.

2 From the Nuance Installation CD, run the Nuance 8.0.0 setup.exe.

3 Follow the onscreen instructions.

4 When prompted for the installation type, select Typical, then clickNext.

5 At the end of the installation clear the check box labeled Install

Watcher as a Windows2000 Service.

6 When prompted, reboot the computer.

Installing Nuance Service Pack SP030124

◆ Install Nuance Service Pack SP030124 by extracting the zipped file into

<Nuance Installation Drive:>\Nuance\v8.0.0.

Installing Nuance Audio Provider

◆ Stop all Nuance processes.

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Deployment Guide 63


DM/V boards—unzip the Nuance Dialogic DM3 Audio Provider

(version 2.0.3) software to the <Nuance Installation

Drive:>\Nuance\v8.0.0.

Installing US English Language Pack

◆ Install LanguageModule-EnglishAmerica-v8-0-r2.zip by extracting the

zipped file into <Nuance Installation Drive:>\Nuance\v8.0.0.

Loading the Default Package on Resource Servers

1 On each of the non-VCS CompServers and RecServers, create the

directory Cn\ASR\Packages\Nuance\Telera.

2 From the VWAP CD, solution_specific\VWCO\ASRDefault Packages\

Nuance directory, copy the default package,

TELERA_DEFAULT_DYNA folder.

3 Paste the default package TELERA_DEFAULT_DYNA folder into the

Telera folder created in Step 1.

Installing and Configuring Nuance Watcher

Installing watcher-daemon.startup

1 From the VWAP CD, VWCO\ASRConfig\Nuance directory, copy the

watcher-daemon.startup file.

2 On each VCS and Resource Server (RecServer, RM, CompServer,

NLM), paste the file into the following directory:

<Nuance Installation Drive>:\Nuance\v8.0.0\data

3 Open the watcher-daemon.startup file in Notepad.

4 In the file on the VCS computers, in the Start 8.0 section, uncomment,

by removing the # character, the lines for the processes that run on that

particular VCS.

For example, if only one PopGateway runs on the VCS, in the

following section, at the bottom of the file:

#recclient config.RecClientPort=9200

client.Behaviors=calllog \

#config.LogFileRootDir=%NUANCE%\logs \

#config.LogFileNamePrefix=9200 \

#watcher.RestartOnFailure=TRUE

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Deployment Guide 65


Uncomment to:

nlm %nuance%\data\license-702.txt \

config.LogFileRootDir=%nuance%\logs \

watcher.RestartOnFailure=TRUE

#resource-manager \

#config.LogFileRootDir=%nuance%\logs \


recserver \

config.LogFileRootDir=%nuance%\logs \

watcher.RestartOnFailure=TRUE \

-package

“%CN_ROOT%\ASR\packages\nuance\Telera\TELERA_DEFAULT_D

YNA”

#compilation-server \

#config.LogFileRootDir=%nuance%\logs \

#watcher.RestartOnFailure=TRUE \

#-package

“%CN_ROOT%\asr\packages\nuance\telera\TELERA_DEFAULT_D

YNA”

7 Save and close the file.

8 For Resource Servers (RecServer, RM, CompServer, NLM)

uncomment the process(es) that the particular Resource Server

performs.

For example, if the Resource Server acts only as a CompServer, the

lines might look like this:

#### run compilation server

#compilation-server \

-package

%CN_ROOT%\asr\packages\nuance\Telera\TELERA_DEFAULT_DY

NA \

#config.LogfileRoot=%nuance%\logs\cs \

#config.LogfileNum=50 \


Uncomment to:

#### run compilation server

compilation-server \

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-package

%CN_ROOT%\asr\packages\nuance\Telera\TELERA_DEFAULT_DY

NA \

config.LogfileRoot=%nuance%\logs\cs \

config.LogfileNum=50 \

watcher.RestartOnFailure=TRUE

9 If the Resource Server performs multiple processes, uncomment each

corresponding entry as shown in Step 6.


Installing Nuance License

1 Obtain a license file, license.txt, from Nuance.

2 From the <Nuance Installation Directory>\data directory, open the

watcher-daemon.startup file.

3 In the first few lines, locate an entry that specifies the NLM location.

For example, the entry appears similar to this:

#### run nlm if license manager needed

nlm %NUANCE%\data\license-800.txt \

4 Place the license.txt file in the NLM location specified in the entry.

Note: The actual name of your file might be different, such as license-

80.txt. Make sure the entry has the correct file name.

Configuring Nuance Watcher as a Service

1 From the VWAP CD, solution_specific\VWCO\ASRConfig\Nuance

directory, copy the watcher-service-install.bat file.

2 Paste the file directly under the C: drive on the VCS and each Resource

Server.

3 Select Start > Run.

4 Enter cmd and click OK.

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Deployment Guide 67


5 At the C:/> prompt, type watcher-service-install.bat and press Enter.

Running the watcher-daemon-nt-service-init records values in the

registry, which are then used by default each time the service starts.

You can change these default values by running watcher-daemon-nt-

service-init again with new values.

Note: If you need to uninstall Nuance watcher, run this command:

watcher-daemon-win32-service-init -u


Configuring VCS to Support ASR Features

The VCS computer must be configured to function as an ASR-enabledVCS. The VCS should already be properly installed for Intel/Dialogic

SR 5.1.

Editing Nuance Configuration File

1 From the VWAP CD, solution_specific\VWCO\ASR\ASRConfig\

Nuance directory, copy the nuance-resources.site file.

2 Paste the file into the <Nuance Installation Directory>\data directory on

each VCS and Resource Server.

3 Right-click the file and select Properties > General tab.

4 Clear the Read-only check box in the Attributes section.5 Open the file in a text editor.

6 In the start for common (VCS, IPCS, RS) section of the file,

uncomment all of the lines.

Note: Uncomment the lines by deleting the semicolon (;) character.

Do not uncomment double semicolon lines.

7 On the VCS, in the start VCS and start DM3 T1 board (VCS)

sections, uncomment all of the lines as appropriate for VCS and

DMV/A board support.

8 On the following first two lines:

;lm.Addresses= Fullq Qualified Name of machine running

license manager

;rm.Addresses= Fullq Qualified Name of machine running

resource manager

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Chapter 6: Nuance 8.0.0 Installation and Configuration for VCS Configuring Nuance

Enter the actual fully qualified name of the license manager and

resource manager.

9 On the VCS, in the start RobBit T1 and start E1 alaw sections,

uncomment all of the lines as appropriate for Robbed-Bit and/or alaw

support.


11 Select Start > Programs > Administrative Tools > Services.

12 Start the Nuance Watcher Daemon and WatchDog services.

13 In Internet Explorer, open http://localhost:7080. The Nuance Watcher

HTTP page opens, which is used to administer Nuance services on the

computer.


Configuring Nuance


2 Expand the nodes VCS > <ComputerName> > PopGateway1.

3 Select DialogicMgrSR511.dll from the Telephony DLL drop-down

menu.

4 Click Submit.

5 Expand the nodes VCS > <ComputerName> > PopGateway1, then

click ASR.

6 Click Edit Node.

7 Select Nuance80 from the ASR Platform drop-down menu.

8 Click Submit.

9 Select the Nuance node under each ASR node and click Edit Node.

10 Enter 9200 in the Rec Clients Ports field.

11 Select the Dynamic Grammar check box.

12 Ensure that Share CSP Resource check box is selected.

13 Click Submit.

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Chapter 6: Nuance 8.0.0 Installation and Configuration for VCS Configuring Nuance

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Deployment Guide 71

Chapter

7 SpeechWorks OSR Client-

Server Installation and

Configuration for VCSThis chapter describes how to install and configure SpeechWorks OpenSpeech Recognizer (OSR) software.

Note: If you plan on using the SpeechWorks OSR Client-Server ASR

software, you must first install SpeechWorks before installing VCS.

Antivirus software may interfere with the installation process. Make sure

antivirus software is not running during installation.


• Installing SpeechWorks OSR, page 72

• Installing ASR Log Manager Agent, page 75

• Configuring SpeechWorks OSR, page 76

• Configuring OSR Server to ASR Log Manager, page 77

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Chapter 7: SpeechWorks OSR Client-Server Installation and Configuration for VCS Installing SpeechWorks OSR

Installing SpeechWorks OSR

Installing OSR Server

Install the OSR Server software on the OSR Server machine, which isrecommended not to be co-resident with the VCS machine.

1 From the Third Party SpeechWorks OSR Client-Server 1.1.4 CD,

OSR_ClientServer1.1.4_GA directory, run the installation software.

2 Follow the onscreen instructions, and install the following components:

■ OpenSpeechRecognizer Server 1.1

■ 3rd Party Licensing Components

Installing Patch HF1-1-4-01

Install the patch on the OSR Server machine.

◆ From the Third-Party SpeechWorks OSR Client-Server 1.1.4 CD,

OSR_ClientServer1.1.4_Patches/HF1-1-4-01 directory, run the

HFInstaller.exe.





HFInstaller.exe.

Installing OSR Client

Install the OSR Client software on the OSR Client, which is co-residentwith the VCS machine.



2 Follow the onscreen instructions, and install the following component:■ OpenSpeech Recognizer Client 1.1

Configuring OSR Client

The OSR client needs to know the location of the OSR Server it will beusing:

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Deployment Guide 73


1 Run the OSR Client Configuration utility by selecting Start >

Programs > Speechworks > OpenSpeech Recognizer Client-Server

> OSR Client Configuration Tool.

2 Click Select Servers.

3 Enter the server name, IP address, and port (4901) for the OSR Servermachine(s) you will be using.

4 Select the Enabled check box, and then click Apply and Done.

Configuring License

OSR Server Machine

Use the OSR Server machine as the license server. To obtain and configurethe OSR license, refer to the SpeechWorks OSR Licensing Handbook .

OSR Client (VCS) Machine

1 Set the location of the license server. Make the following changes to the

registry entry:

HKEY_LOCAL_MACHINE\SOFTWARE\SpeechWorks

International\OpenSpeech Recognizer\1.1

2 Set the value of the key SWILicenseServerList to 27000@<OSR server

name> where OSR server name is the name of the OSR server machine,

for example, [email protected] Open the file C:\Program Files\Speechworks\OpenSpeech

Recognizer\Config\baseline.xml.

4 Edit the swirec_licensing_mode and swiep_licensing_mode

parameters to explicit as shown in this example:

<param name="swirec_licensing_mode">

<value>explicit</value>

</param>

<param name="swiep_licensing_mode">


</param>

Adding a Registry Entry for OSR Server

1 Set the OSR Server process to start automatically on the OSR Server

machine.

2 Add the following registry entry:

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HKEY_LOCAL_MACHINE\SOFTWARE\SpeechWorks

International\OpenSpeech Recognizer\1.1

3 Add the following new string value:

SWIsvcMonAutoStart

4 Set the value to yes.

Configuring Services on OSR Server

On the OSR Server machine, set the OSR Server processes to startautomatically.

1 Select Start > Settings > Control > Panel > Administrative Tools >

Services.

2 Set the following startup services as follows:

■

OSR Licensing Service—Automatic■ SpeechWorks OSR Server—Automatic

Configuring Services on VCS

1 On the VCS machine, select Start > Settings > Control Panel >

Administrative Tools > Services.

2 Set the following startup services as follows:

■ Remote Access Connection Manager—Disabled

■ Telephony—Disabled

■ Windows Management Instrumentation Driver Extensions—

Automatic

■

■

Configuring License Parameters for Both Client and

Server Machines

Perform this procedure if you have installed the OSR Client and the OSR

Server on separate machines.1 Go to the registry entry HKEY_LOCAL_MACHINE\SOFTWARE

\SpeechWorks International\OpenSpeech Recognizer\1.1.

2 Set the value of the key SWILicenseServerList to 27000@<OSR server

name>, where OSR server name is the name of the OSR License Server

machine (for example, 27000@OSR-SRVR).

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Deployment Guide 75

Chapter 7: SpeechWorks OSR Client-Server Installation and Configuration for VCSInstalling ASR Log Manager Agent

3 Open the file C:\Program Files\Speechworks\OpenSpeech

Recognizer\Config\baseline.xml.

4 Edit the swirec_licensing_mode and swiep_licensing_mode

parameters to explicit as shown in this example:

<param name="swirec_licensing_mode">


</param>

<param name="swiep_licensing_mode">


</param>

Installing ASR Log Manager Agent

If the OSR Server machine is not co-resident with VCS, after installing theOSR Server software, the ASR Log Manager Agent must be installed onthe OSR Server machine.

Note: In this situation, the TTS server and the OSR server cannot co-

exist.

The ASR Log Manager Agent will respond to the VWM ASR LogManager commands to transfer captured utterance files.

Note: Only install the ASR Log Manager Agent on OSR Server machines

that are not co-resident with VCS.

Install the ASR Log Manager Agent on each OSR Server not co-residentwith VCS machine:

1 From the VWAP CD, solution_specific\VWLMA directory, run the

ASR Log Manager Agent setup executable

(ASRLMAgtSetupRelease.exe).

2 When prompted “Are Directory Services enabled?” click Yes.

3 Enter the Fully Qualified Name of the Directory Server, Directory User

Name, Password, and Root Domain Name.





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Chapter 7: SpeechWorks OSR Client-Server Installation and Configuration for VCS Configuring SpeechWorks OSR


6 After installation of the ASR Log Manager Agent, an entry in VWPS

under the Server section labeled ASR Log Manager Agent should

appear.

7 Expand the ASR Log Manager Agent and an entry for each OSR Serverwith ASR Log Manager Agent installed should appear.

Configuring SpeechWorks OSR

After installing the SpeechWorks OSR software, you have to performadditional configuration to allow all necessary Voice CommunicationsServer (VCS) machines to recognize and utilize the SpeechWorks OSRsoftware for ASR.

You must first install VCS (refer to Chapter 5, “VCS Installation andConfiguration” on page 45), then for each VCS that is to recognize theSpeechWorks OSR Server, perform the following steps in VWPS:


2 Expand the nodes Voice Communication Server >

<VCSComputerName> > PopGateway1, then click ASR.

3 Click Edit Node.

4 From the ASR Platform drop-down menu, select

SpeechWorksOSR11.

5 Click Submit.


<VCSComputerName> > PopGateway1 > ASR, then click

SpeechWorksOSR.

7 Click Edit Node.

8 Enter the value for the field labeled Max number of simultaneous

channels doing wave captures.

9 Click Submit.

Perform the above steps for each PopGateway on each VCS machine thathas OSR Client installed and will be using SpeechWorks OSR for ASR.

Creating ASR Groups

1 Log in to VWPS, then click Groups.

2 If the ASRTeleServers Group is not present:

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Deployment Guide 77

Chapter 7: SpeechWorks OSR Client-Server Installation and Configuration for VCS Configuring OSR Server to ASR

a Click the Click to add a Group link.

b Create a group with the name ASRTeleServers.

Note: Do not use spaces in the name.

3 Click the ASRTeleServers Group, then click Edit Group.

4 Add all of the VCS ASR servers to the group.

5 Click Submit.

Configuring OSR Server to

ASR Log Manager

After installing the SpeechWorks OSR software, additional configuration in

VWPS is required to allow the ASR Log Manager on VWM to recognizeall necessary SpeechWorks OSR Servers.

Configuring OSR Servers to ASRTeleServers Group

After the ASRTeleServers Group has been created, all of the OSR Servermachines must be added to the group. Use one of the following twomethods to add the OSR Server machines to the ASRTeleServers Groupdepending on whether the OSR Server is co-resident or not co-resident withthe VCS machine.

OSR Server Not Co-resident With VCS


2 Click ASRTeleServers, then click Edit Group.

3 In the Available Servers scroll down list, find the entries under heading

ASRLMAGT.

4 Select all machines under the heading ASRLMAGT.

5 Click Add. The selected ASRLMAGT machines now appear in the

Selected Servers scroll down window.

6 Click Submit.

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Deployment Guide 79

Chapter

8 MRCP Server Configuration

for VCSThis chapter describes how to configure an MRCP Automatic SpeechRecognition (ASR) server for VCS.




• Installing the MRCP Server, page 79

• Configuring MRCP Server, page 79

Installing the MRCP Server

Install the MRCP Server software on the MRCP Server machine, using theinstructions provided by the MRCP Server vendor.

Genesys recommends that the MRCP Server machine not be coresidentwith the VCS machine.

Configuring MRCP Server After installing the MRCP Server software, you must complete additionalconfiguration tasks that enable all necessary Voice Communications Server(MRCP clients) machines to recognize and utilize the MRCP Serversoftware (MRCP Server) for ASR.

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Chapter 8: MRCP Server Configuration for VCS Configuring MRCP Server

For each VCS that is to recognize the MRCP Server, perform the followingsteps in VWPS:



<VCSComputerName> then click PopGateway1.

3 Click Edit Node.

4 From the Telephony DLL drop-down menu, select

DialogicMgrGOSAPI.dll.

5 Click Submit.


<VCSComputerName> > PopGateway1, then click ASR.

7 Click Edit Node.

8 From the ASR Platform drop-down menu, select MRCP.9 Click Submit.


<VCSComputerName> > PopGateway1 > ASR, then click MRCP.

11 Click Edit Node.

12 Supply the value for the parameter listed in Table 9. Be sure to enter

your RTP port range for each PopGateway (do not enter the example

value shown).


<VCSComputerName> > PopGateway1 > ASR > MRCP, then click

MRCPServer1.

14 Click Edit Node.15 Supply values for the parameters listed in Table 10 on page 81.

Table 9: MRCP Parameters

Parameter Description Example Value

RTP Port Range Realtime Transport Protocolport range.

50000–51000

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Deployment Guide 81


16 Click Submit.

Configuring Multiple MRCP Servers

If you have installed more than one MRCP Server, follow theseinstructions.



<VCSComputerName> > PopGateway1 > ASR, then click MRCP.

3 Select Copy Node.

4 Click Copy Node, name the new node, then click Copy.

5 Refresh the window to display and access the newly deployed MRCP

node.

Creating ASR Groups1 Log in to VWPS, then click Groups.

2 If the ASRTeleServers Group is not present:

a Click the Click to add a Group link.

b Create a group with the name ASRTeleServers.


3 Click the ASRTeleServers Group, then click Edit Group.

4 Select the Group Type from the drop-down list.

5 Add all of the VCS ASR servers to the group.

6 Click Submit.

Table 10: MRCP Server 1 Parameters


MRCP Server URL The URL to the MRCP

Server machine.

rtsp://machine/media/

speechrecognizer

MRCP Server Port MRCP server port. port number

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Chapter 9: Text-To-Speech Installation and Configuration for VCS Configuring Text-to-Speech

7 When prompted for an installation directory, select (C or D):\Cn, then

click Next.

8 At the Select Components screen, select the appropriate TTS vendor,

then click Next.

9 When prompted “Are Directory Services enabled?” click Yes.10 Enter the Fully Qualified Name of the Directory Server, the Directory

User Name, the password, and the Root Domain Name, and then click

Next.





12 When prompted, enter the MySQL password (if any) for the MySQL

root account.

13 When the installation finishes, reboot the computer.

14 Open Internet Explorer and enter the URL http://localhost:9810. The

TTS Network Management page opens.

Note: For information on the TTS Network Management GUI, refer to

the Voice Web Application Platform 6.5 Operations and Provisioning

Guide.

Configuring Text-to-Speech

Perform the following procedure on each VCS. At least one VCS must beinstalled and configured before performing the following steps.


2 Click the Click to add a Group link.

3 Create a group with a descriptive name for the TTS servers that VCS

will use, for example, TTSforVCS (no spaces).

4 Select TTS from the Group Type drop-down list.

5 Add all of the TTS servers that VCS will use to the group.

6 Click Submit.

7 Click Servers.

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Chapter 9: Text-To-Speech Installation and Configuration for VCS Configuring Text-to-Speech

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Deployment Guide 89

Part

3 IP Communications Server The chapters in Part 3 provide instructions for installing and configuringthe Internet Protocol Communications Server (IPCS). These procedures are

for a VoIP (IPCS-based) platform.

Part 3 contains the following chapters:

• Chapter 10, “IPCS Installation and Configuration” on page 91

• Chapter 11, “SpeechWorks OSR Client-Server Installation andConfiguration for IPCS” on page 97

• Chapter 12, “Text-to-Speech Installation and Configuration for IPCS”on page 105

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Deployment Guide 91

Chapter

10 IPCS Installation and

ConfigurationThis chapter describes how to install and configure the Internet ProtocolCommunications Server (IPCS).

Note: If you plan on using the SpeechWorks OSR Client-Server ASR

software, you must first install SpeechWorks before installing IPCS (see

Chapter 11, “SpeechWorks OSR Client-Server Installation and

Configuration for IPCS” on page 97).

Antivirus software may interfere with the installation process. Make sure

antivirus software is not running during installation.

This chapter has the following topics:

• Installing IPCS, page 91

• Configuring IPCS, page 93

Installing IPCS

Before installing the IPCS software, make sure you’ve already installed thefollowing software:

• MSXML 4.0 SP2 or later, which is available from the Microsoft website in the download section.

• If you plan to use automatic speech recognition (ASR), installSpeechWorks software. Refer to Chapter 11, “SpeechWorks OSRClient-Server Installation and Configuration for IPCS” on page 97 forinstructions.

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Chapter 10: IPCS Installation and Configuration Installing IPCS

If you plan to use IPCS in DTMF-only mode, you do not need to install

the SpeechWorks software.

To install IPCS:

1 From the VWAP CD, solution_specific\VWCO\IPCS directory, run the

setup executable.

2 When the Install Wizard prompts to select a folder, select (C or D):\CN.

Note: The default drive is D.

3 If you are prompted to overwrite any existing files, select Yes. Repeat if

necessary.







■ Directory Services User Name—the user name needed to login to






6 Click Next.

If the registration is successful, setup displays a success message and





8 Open Programs > Administrative Tools > Internet Services

Manager.

9 Expand the Server icon and select the 9810 listener web site.

10 Right-click and select Properties > Home Directory tab and ensure the

Local Path field is set to <IPCS Installation Drive>\Cn\web.

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Deployment Guide 97

Chapter

11 SpeechWorks OSR Client-

Server Installation and

Configuration for IPCSThis chapter describes how to install and configure SpeechWorks OpenSpeech Recognizer (OSR) software on the IP Communications Server.




• Installing SpeechWorks OSR, page 97

• Installing ASR Log Manager Agent, page 100

• Configuring SpeechWorks OSR, page 101

• Configuring OSR Server to ASR Log Manager, page 102

Installing SpeechWorks OSR

Installing OSR Server

Install the OSR Server software on the OSR Server machine, which isrecommended not to be co-resident with the IPCS machine.



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Chapter 11: SpeechWorks OSR Client-Server Installation and Configuration for IPCS Installing SpeechWorks OSR

2 Follow the onscreen instructions, and install the following components:

■ OpenSpeechRecognizer Server 1.1

■ 3rd Party Licensing Components

Installing Patch HF1-1-4-01Install the patch on the OSR Server machine.



HFInstaller.exe.



3 From the Third-Party SpeechWorks OSR Client-Server 1.1.4 CD,OSR_ClientServer1.1.4_Patches/HF1-1-4-02 directory, run the

HFInstaller.exe.

Installing OSR Client

Install the OSR Client software on the OSR Client, which is co-residentwith the IPCS machine.



2 Follow the onscreen instructions, and install the following component:

■ OpenSpeech Recognizer Client 1.1

Configuring OSR Client

The OSR client needs to know the location of the OSR Server it will beusing:

1 Run the OSR Client Configuration utility by selecting Start >

Programs > Speechworks > OpenSpeech Recognizer Client-Server

> OSR Client Configuration Tool.

2 Click Select Servers.

3 Enter the server name, IP address, and port (4901) for the OSR Server

machine(s) you will be using.

4 Select the Enabled checkbox, and then click Apply and Done.

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Chapter 11: SpeechWorks OSR Client-Server Installation and Configuration for IPCS Installing ASR Log Manager

Configuring Services on OSR Server

On the OSR Server machine, set the OSR Server processes to startautomatically.

1 Select Start > Settings > Control > Panel > Administrative Tools >

Services.

2 Set the following startup services to:

■ OSR Licensing Service—Automatic

■ SpeechWorks OSR Server—Automatic

Configuring Services on IPCS

1 On the IPCS machine, select Start > Settings > Control Panel >

Administrative Tools > Services.

2 Set the following startup services to:■ Remote Access Connection Manager—Disabled

■ Telephony—Disabled

■ Windows Management Instrumentation Driver Extensions—

Automatic

Installing ASR Log Manager Agent

If the OSR Server machine is not co-resident with IPCS, after installing the

OSR Server software, the ASR Log Manager Agent must be installed onthe OSR Server machine.

Note: In this situation, the TTS server and the OSR server cannot co-

exist.

The ASR Log Manager Agent will respond to the VWM ASR LogManager commands to transfer captured utterance files.

Note: Only install the ASR Log Manager Agent on OSR Server machines

that are not co-resident with IPCS.

Install the ASR Log Manager Agent on each OSR Server not co-residentwith IPCS machine:

1 From the VWAP CD, solution_specific\VWLMA directory, run the

ASR Log Manager Agent executable (ASRLMAgtSetupRelease.exe).

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Deployment Guide 107

Chapter 12: Text-to-Speech Installation and Configuration for IPCS Installing RealSpeak 3.51 SP2

Setting Maximum Number Of Client Connections

By default, Speechify sets the maximum number of client connection pervoice to 18. You can modify this parameter (Maximum Number of Clients)from the Speechify Server Management application (Start > Programs >Speechify > Speechify Server Management). For details, refer to theSpeechify User Guide.

Installing RealSpeak 3.51 SP2

1 From the ScanSoft RealSpeak CD, run the setup.exe for the appropriate

voice fonts (typically Jennifer and David).

Note: The vendor language, such as American English, is specified

and controlled by the vendor. Refer to the vendor documentation for

details.

2 Follow the onscreen instructions and accept all default values. This

installs the voice fonts and the RealSpeak TTS engine.

Installing Genesys Text-to-Speech

Software

1 From the VWAP CD, solution_specific\<TTS vendor> directory, runthe TtsSetupRelease.exe.

Note: Make sure you choose the appropriate TTS vendor directory.

2 Accept the License Agreement.

3 At the Select MySQL Base Folder screen, enter the location of MySQL,

then click Next.

4 When prompted for an installation directory, select (C or D):\Cn, then

click Next.5 At the Select Components screen, select the appropriate TTS vendor,

then click Next.

6 When prompted “Are Directory Services Enabled?” click Yes.

7 The Setup prompts you for the following directory information required


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Chapter 12: Text-to-Speech Installation and Configuration for IPCS Configuring Text-to-Speech

5 Add all of the TTS servers that IPCS will use to the group.

6 Click Submit.

7 Click Servers.

8 Expand the nodes IPCS > <ComputerName >, then click McuXml.

9 Click Edit Node.

10 Select the Primary TTS Server Group created in Step 3 and click Add.

11 Click Submit.

12 Repeat Steps 1–11 for each IPCS.

Note: Different IPCSs may access different groups of TTS servers.

Create, name, and assign the groups to each IPCS accordingly.

13 Click Servers.14 Expand the nodes TTS > <ComputerName> > <TTS_Vendor>.

15 Select the voices that were chosen during installation and click Edit

Node.

16 Ensure that the Language pull-down list is set to your locale, and edit

the other values as needed.

17 Click Submit.

To set the voice format

18 Click the <TTS_Vendor> node.

19 Click Edit Node.

20 Set the value for the Default Voice Format parameter as follows:

■ VOX_MULAW_8KHZ—Use this value for North America.

■ VOX_ALAW_8KHZ—Use this value for Europe.

21 Click Submit.

22 Restart WatchDog on the TTS machine for the changes to take effect.

Making Test Calls

The Speechify or RealSpeak Engine normally loads the voice fonts inmemory when the first TTS request is made. Loading the voice fonts takestime and might result in the TTS request from the IPCS to time out.Subsequent requests to the TTS Server should get processed within the

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Part

4 Voice Web Manager

ConfigurationThe chapter in Part 4 provides instructions for configuring the Voice WebManager. These procedures apply to either a Time Division Multiplex-based Voice Communications Server (VCS) or VoIP-based IPCommunications Server (IPCS) platform.

Part 4 contains one chapter:

• Chapter 13, “Voice Web Manager Configuration” on page 113

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Chapter

13 Voice Web Manager

ConfigurationThis chapter describes how to configure the VWM (Voice Web Manager)components.


• Setting Up VWM Databases, page 113

• Configuring EventC, page 119

• Configuring Unified Login Server, page 123

• Configuring Reporter, page 125

• Configuring Call Status Monitor, page 127

• Configuring ASR Log Manager, page 128• Configuring ASR Log Server, page 129

• Configuring Outbound Notification, page 131

• Configuring Genesys Queue Adapter, page 133

• Configuring VWCM, page 134

• Testing the Installation, page 141

Setting Up VWM Databases

You can set up EventC databases in two ways depending on the number ofSQL Server machines.

Note: You must be experienced with database administration activities.

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Chapter 13: Voice Web Manager Configuration Setting Up VWM Databases

Databases on one machine

If this is a new install and all databases reside on the same machine, refer to“Setting Up VWM Database—Single SQL Server” on page 114.

Databases on multiple machines

If installing across multiple SQL Servers, refer to “Setting Up VWMDatabase—Multiple SQL Servers” on page 115.

When running multiple EventCs in a network, the following configurationsare required:

• Each EventC box has to have its own collector database. This databasecannot be shared across EventCs.

• Only one EventC box can run Peak Calculator processes. Configuringmore than one EventC with Peak Calculator can cause unpredictableresults.

• Only one Reporter and RepDWH database can be in the network.

• Setting up a backup EventC is different from setting up other backupcomponents. You can install and configure a backup EventC, but itwon’t run until it’s enabled. Either the primary or the backup can beactive at any point. You must disable EventC processes from runningby setting their Node Type to 1 in VWPS.

Setting Up VWM Database—Single SQL Server

EventC Database Easy Install creates the databases and tables, and loads

startup information. You can use this procedure even if the databases havealready been created; however, all existing data will be lost.

Perform this setup if the VWAP databases reside on one SQL Server.

Note: For EventC upgrade instructions, refer to the

SQL_readme_6_5_4.txt file located in <Installation Drive>\SQLScripts

directory.

1 On the SQL Server, create a directory on the C drive called Cn.

2 From any machine that has VWM installed, copy the SQLScripts folder

from the <VWM Installation Drive>\Cn directory and place it in theC:\Cn directory on the SQL Server machine.

3 Log onto the SQL Server as administrator.

4 Select the Master database.

5 Select Tools > SQL Query Analyzer.

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6 Open the InstallParams_6_5_4.sql script from the

C:\Cn\SQLScripts\DefaultInstall\6.5.4 folder on the SQL Server

machine.

7 Check the configuration section, which contains the names of the

databases that will be created.

/*CONFIGURE HERE..

Below are the list of customizable parameters. Change

them if you need

Else default values as provided below will be used */

SELECT @ScriptRoot = 'C:\cn\SQLScripts' /*Root

directory where scripts are unpacked */

SELECT @CollectorDB = 'Collector'/*Name of Collector

Database */

SELECT @PeaksDB = 'Peaks'/*Name of Peaks Database */

SELECT @ReporterDB = 'Reporter'/*Name of Reporter

Database */

SELECT @RepDWHDB = 'RepDWH'/*Name of Reporter DWH

database */

SELECT @UnifiedLoginDB = 'UnifiedLogin'/*Name of

Unified Login database */

SELECT @ECVersion = '6.5.4'/*Do not edit this one */

/*CONFIGURE END*/

8 Make sure that the @ScriptRoot value is equal to the root directory

where the files are extracted.

9 Run the InstallParams_6_5_4.sql script by pressing F5. This creates a DefaultInstall.sql file in the

C:\Cn\SQLScripts\DefaultInstall\6.5.4 directory.

10 From the Query Analyzer, open the DefaultInstall_6_5_4.sql file.

11 Run the DefaultInstall_6_5_4.sql script by pressing F5.

Note: Running this script takes a few minutes.

12 Check for database SQL server errors after the script completes.

Setting up the database is now complete. Go to the section “Setting UpBilling Port” on page 119.

Setting Up VWM Database—Multiple SQL Servers

Perform this setup if the VWAP databases reside on multiple SQL Servers.

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Note: For these setup instructions, VWPS will be used as the name of the

VWPS database.

Step 1—On each SQL Server, create the following databases:

• RepDWH

• UnifiedLogin

• Collector

• Peaks

• Reporter

Create the databases among multiple SQL Servers. Genesys recommendsUnifiedLogin, Reporter, and RepDWH on one database, and Collector andPeaks on another database.

Step 2—Navigate to the <ScriptRoot> directory:

• EventC scripts are found under EventC/<Version> directory.

• Reporter scripts are found under Reporter/<Version> directory.

• UnifiedLogin scripts are found under UnifiedLogin/<Version>directory.

Note: Run the scripts only for the required databases.

Step 3—Run the Collector From Scratch script:

1 On the appropriate SQL Server, select the Collector database.


3 Open the Collector_from_scratch.sql from the UnifiedLogin directory.

4 Run the script by pressing F5.

Step 4—Run the Peaks From Scratch script:

1 On the appropriate SQL Server, select the Peaks database.

2 Select Tools > SQL Query Analyzer.3 Open the Peaks_from_scratch.sql from the EventC directory.


Step 5—Run the UnifiedLogin From Scratch script:

1 On the appropriate SQL Server, select the UnifiedLogin database.

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Note: The UnifiedLogin database should be on the same machine as

the VWPS database.


3 Open the UnifiedLogin_from_scratch.sql script from the EventCdirectory.


5 Open the SetupAdminLogin.sql and run the script in the same database.

Step 6—Run the Reporter From Scratch script:

1 On the appropriate SQL Server, select the Reporter database.


3 Open the Reporter_from_scratch.sql script from the EventC directory.4 Before running the script, change VWPS to the name of the VWPS

database in the script.


Step 7—Import data for the Collector database:

1 On the appropriate SQL Server, select the Collector database.

2 Right-click and select All tasks > Import Data.

3 Select the data source of the text file from the drop-down list provided.

4 Select the StateTransitions.csv file from the EventC directory.

5 Select the Delimited radio button.

6 Select the check box labeled First row has column names.

7 When prompted, use the appropriate delimiter (typically a semicolon).

8 Select the Use SQL Server Authentication radio button.

9 Enter the user name and password.

10 Complete the wizard and perform the importation.

Step 8—Import data for the Reporter database:

1 On the appropriate SQL Server, select the Reporter database.

2 Right-click and select All tasks > Import Data.

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Chapter 13: Voice Web Manager Configuration Configuring EventC

Table 15: EventC Parameters


Source Directory The physical directory where the billing

event files are posted by the Billing Port

c:\cn\Data\Current

Archive Directory The physical directory where the billingfiles are moved after they are processedby the Events Loader

C:\cn\data\archives

Probe Dialer Customer ID Dummy Customer for test calls 1001

Probe Dialer Application ID Dummy Application for test calls 1001

ReRouted Calls CustomerID

Dummy Customer for test calls 1001

ReRouted Calls ApplicationID

Dummy Application for test calls 1001

DLS Period Start Date(GMT)

Daylight Savings Time 4/7/2003 8:00:00

DLS Period End Date(GMT)

Daylight Savings Time 10/28/2003 7:59:59

Collector - Server Name Fully Qualified Name of SQL Serverthat has the Collector database

Sql.company.com

Collector - Database Name Name of Collector database Collector

Collector - Password SQL Password <blank>

Collector - UserID SQL UserID sa

Reporter - Server Name Fully Qualified Name of SQL Serverthat has the Reporter database

Sql.company.com

Reporter - Database Name Name of Reporter database Reporter

Reporter - Password SQL Password <blank>

Reporter - UserID SQL UserID sa

DataWareHouse - ServerName

Fully Qualified Name of SQL Serverthat has the Data Warehouse database

Sql.company.com

DataWareHouse - DatabaseName

Name of the Data Warehouse database RepDWH

DataWareHouse - Password SQL Password <blank>

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Chapter 13: Voice Web Manager Configuration Configuring EventC

b EventsLoader

c EventsValidator

d PeaksAIM

Check DB Space Checks databases for spaceavailability

Selected

Log Details Detailed logging for debugging NO

Table 17: EventsLoader Parameters


Delimiter in EventFile

The delimiter in the event file &

Cycle Interval The interval, in seconds,between cycles

180

Log Details Detailed logging for debugging

in cycler

NO

Table 18: EventsValidator Parameters



180

Log Details Detailed logging for debuggingin cycler

NO

Table 19: PeaksAIM Parameters



180


NO

Table 16: CallRecsGenerator Parameters (Continued)


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Chapter 13: Voice Web Manager Configuration Configuring Unified Login Server

e PeaksNSP

f PeaksReporter

7 Expand the node Events Collector >, click <ServerName>, then click

Notify Server.

Configuring the EventC is now complete.

Note: Once you start the events loader process, the events.asp file is

automatically updated.

Configuring Unified Login Server

Enabling Cookies

1 On the Login Server computer, ensure that cookies are enabled by

starting Internet Explorer, then selecting Tools > Internet Options >Privacy tab and clicking Advanced.

2 Select the Override automatic cookie handling check box, and select

the Always allow session cookies check box.

Table 20: PeaksNSP Parameters


Cycle Interval The interval, in seconds,between cycles 180


NO

Table 21: PeaksReporter Parameters



180


NO

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Chapter 13: Voice Web Manager Configuration Configuring Reporter

Configuring Reporter

For each machine on which Reporter is installed, modify the Reportersettings as follows:


2 Expand the nodes Reporter > <ComputerName>, then click

Reporter.


4 Configure the parameters listed in Table 23 on page 126. Make sure

they are accurate, then click Submit.

VPN Addresses Start With The starting number for all VPN IPaddresses in the network.

10

Public Domain Name forServices

Domain under which the Unified Loginserver and all its services exist. This is toenable domain level cookies. This valueshould be consistent with the domainname in UnifiedLoginServer parameter.This value should be a part of all service

URLs and should include the periodcharacter (.) as the first character in thesequence.

.domain.com

VPN Domain Name forServices

Same as for Public Domain, but forVPN.

.vpndomain.com

VWPS Database Name Name of the VWPS database. This valueshould be the same server as

UnifiedLogin database.

VWPS

Service ID for

Administration Utility

The Service ID for the administration

utility. Default is CONFIG1.

CONFIG1

Table 22: Unified Login Server Parameters (Continued)


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Chapter 13: Voice Web Manager Configuration Configuring Reporter

Table 23: Reporter Database Connection Parameters


Reporter SQL Server Name Reporter SQL Server name. Use fullyqualified name. sql.company.com

Reporter SQL DatabaseName

Reporter SQL database name Reporter

Reporter SQL Server UserName

Reporter SQL Server user name sa

Reporter SQL Server

Password

Reporter SQL Server password <password>

VWPS SQL Server Name SQL Server name where VWPS

database is installed

sql.company.com

VWPS SQL DatabaseName

VWPS database name VWPS

VWPS SQL Server User

Name

User name to access VWPS database sa

VWPS SQL ServerPassword

Password to access VWPS database <password>

SSL Enabled on the WebServer

Select this check box if SSL certificatesare installed and enabled on the webserver.

Name of NSP to show inReports

NSP name that appears at the top of theleft side tree for administrators and asthe browser title.

NSPName

Service ID for Reporter Service ID for Reporter RPT1

Database Software Used Database software used for storing data.Only value allowed is MSSQL. Forfuture use.

For future use.

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Chapter 13: Voice Web Manager Configuration Configuring Call Status Monitor

Configuring Call Status Monitor

Prerequisites

The following prerequisites are required before configuring Call StatusMonitor (CSM):

• At least one real application is properly provisioned in VWPS, otherthan the one you created as dummy in EventC prerequisites.

• Policy Manager (PM) has been started and is running successfully for atleast one customer/one application.

Configuring CSM Settings

For each machine on which CSM is installed, modify the CSM settings as

follows:


2 Expand the nodes Call Status Monitor > <ComputerName>, then

click Call Status Monitor.


4 Configure the parameters in Table 24. Make sure they are accurate, then

click Submit.

Table 24: Call Status Monitor Parameters


VWPS SQL Server Name VWPS SQL Server name. Use fullyqualified name.

sql.company.com

VWPS SQL Database Name VWPS SQL database name VWPS

VWPS SQL Server UserName

VWPS SQL Server user name sa

VWPS SQL Server

Password

VWPS SQL Server password <password>

SSL Enabled on the WebServer

Select this check box if SSL certificatesare installed and enabled on the webserver.

PM Web Server Port Port on which Policy Manager listens 9810

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Chapter 13: Voice Web Manager Configuration Configuring Outbound Notification

9 Click Submit.

10 On the ASR Log Server computer, select Start > Programs >

Administrative Tools > Internet Services Manager.

11 Expand the IIS server, select Default FTP Site, then right-click on it.

12 Select Properties > Home Directory tab.13 Enter a home directory in the Local Path field.

Note: Genesys recommends that you use c:\inetpub\ftproot for the

home directory.

The ASR Log Server moves everything in this directory to individual

customer folders. Make sure that there are only ASR log files in this

directory.

14 Select the Write check box.

15 Click OK.

You are done configuring ASR Log Server.

Configuring Outbound Notification

Note: The configuration instructions in this section are only required if

you are using Outbound Notification on your VWAP system.

Creating DSN for Service Access Point

1 On the VWM computer on which the ASR Log Server is installed, go to

Settings > Control Panel > Administrative Tools > Data Sources.

2 Select System DSN.

Pattern specifying the startof channel number on which

this capture was done

This pattern specifies the start of channelnumber on which this capture was done.

|CHAN=

Delimiter that specifies theend of the channel number

This pattern specifies the end of the channelnumber.

|

Table 27: Server Parameters (Continued)


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Chapter 13: Voice Web Manager Configuration Configuring Outbound Notification

3 Click Add.

4 From the Driver list, select Microsoft Access Driver.

5 Click Finish.

6 In the ODBC Microsoft Access Setup Window, set the following:

■ Data Source Name—sapdb

■ Description—Service Access Point Database

7 Select Select Database.

8 Select <VWM Installation

Drive>:\cn\data\NotificationQueueDatabase.mdb.

9 Click OK to save and exit.

Creating ORL Groups


2 Click the Click to add a Group link.

3 Enter a descriptive name for the ORL Server in the Group Name field.


4 Select Outbound VCS from the Group Type drop-down list.

5 Add all of the VCSs that are designated as Outbound Notification

Servers to the group.6 Click Submit.

The ORL group has been created.

Configuring Groups on ORL Server


2 Expand the Outbound Resource Locator node.

3 Expand the link of the Server that you wish to configure.

4 Click the ORL node.

5 Click Edit Node.

6 Select the desired ORL group and click Add.

7 Click Submit.

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Chapter 13: Voice Web Manager Configuration Configuring Genesys Queue Adapter

Configuring PopGateway1 Process on SAP Server


2 Expand the Service Access Point node.

3 Expand the link of the SAP Server that you wish to configure.

4 Click the PopGateway1 Process link under the SAP Server link.

5 Click Edit Node.

6 In the Primary Outbound DID Mapper field, enter the SAP URL as

follows:

<dispenser-machine>/$customer-

name$_$application_name$_OutboundDID.xml

Note: When entering the SAP URL, make sure that the exact URL as

shown above is used. The only variable in the URL is the <dispenser-machine>.

7 Click Submit.

The PopGateway1 process has been configured for that SAP Server.

Configuring Genesys Queue Adapter

The Genesys Queue Adapter (GQA) must have an IVR Server with whichto communicate. The IVR Server must be created as a server in VWPS.

Creating the IVR Server

Adding IVR Server

1 In VWPS, click Servers.

2 Click IServer in the left frame, then click Add New Server.

Warning! Do not use the name of an existing VWAP machine. Doingso will overwrite the existing LDAP template.

3 Enter the fully qualified name of the IVR Server.

4 Click Browse.

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Chapter 13: Voice Web Manager Configuration Configuring VWCM

5 Select the IServerInstance.csv from the <VWM Installation Drive>/Cn/

config folder.

6 Click Submit.

Importing IVR Server Template1 Log in to VWPS, then click Servers.

2 Select the server you just added in “Adding IVR Server” on page 133.

3 Click Edit.

4 In the Server Version field, take note of the version number.

5 From the VWPS top menu, click Templates.

6 Click ISVR in the left frame, then click Import Template File.

7 In the Template Version field, enter the version number noted from

Step 3.

8 Click Browse.

9 Select the IServerTemplate.csv file from the <VWM Installation

Drive>/Cn/config folder.

10 Click Submit.

Configuring VWCM

The procedures in this section apply for an IPCS installation.

These are the VWCM components:

• Resource Manager

• SIP Session Manager (SSM)

• H.323 Session Manager

Typically either the SSM or the H.323 Session Manager is installed, but notboth.

Setting Up the DatabaseBefore configuring the Resource Manager, SSM, and H.323 SessionManager, you must set up a database on the SQL Server. Make sure theclock on this server is synchronized with the VWCM server.

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To set up the database for Resource Manager and SSM:

1 On the appropriate SQL Server, select Master database.


3 From the VWAP CD, solution_specific\VWCM\Database Scripts

directory, open SipSessionMgr.sql.

4 Run SipSessionMgr.sql script by pressing F5.

5 Open StoredProcedureSSM.sql and run the script by pressing F5.

6 Open ResourceMgr.sql and run the script by pressing F5.

7 Open StoredProcedureRM.sql and run the script by pressing F5.

To set up the database for Resource Manager and H323 Session Manager:

1 On the appropriate SQL Server, select Master database.


3 From the VWAP CD, solution_specific\VWCM\Database Scripts

directory, open ResourceMgr.sql.


5 Open StoredProcedureRM.sql and run the script by pressing F5.

Provisioning Media Gateway

Adding Servers


2 Click Media Gateways, then click Add New Server. The Add New

Server page opens.

Warning! Do not use the name of an existing VWAP machine. Doing

so will overwrite the existing LDAP template.

3 In the New Server Name field, enter a fully qualified name for the

server that is configured in the DNS.

4 Click Browse and from the VWAP CD, solution_specific\VWCM\

MediaGateways CSV directory select MGInstance.csv.

5 Click Submit.

6 Repeat Steps 1–5 for each Media Gateway.

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Note: SQL database names are case sensitive.

Configuring SSM1 Log in to VWPS, then click Servers.

2 Expand the nodes SIP Session Manager > <VWCM Computer>, then

click SIPSessionManager.


4 Configure the parameters listed in Table 30 on page 139, then click

Submit.

Table 29: Resource Manager Parameters


Database User ID The login ID for the database sa

DatabasePassword

The password for the database, if any <blank>

Primary databaseIP address

The IP address, not fully qualified name, of the primarydatabase server

10.10.10.10

Backup databaseIP address

The IP address, not fully qualified name, of the backupdatabase server, if any

10.10.10.10

Database Name The name of the Resource Manager database Resource

Manager

SIP listening IPaddress

The IP address that is used to listen for SIP messages 10.10.10.1

SIP listening port The TCP/IP port number on the Resource Manager that listensfor SIP messages

5070

Media GatewayServer Group(s)

The name of the group (or groups) of Media Gateways that thisResource Manager provides services to

MediaGateways

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Table 30: SSM Parameters


Database UserID

The login ID for the database. sa

DatabasePassword

The password for the database, if any. <blank>

Primarydatabase IPaddress

The IP address, not fully qualified name, of theprimary database server.

10.10.10.10

Backupdatabase IPaddress

The IP address, not fully qualified name, of thebackup database server, if any.

10.10.10.10

Database Name The name of the SSM database. SIPSessionManager

SIP listening IP

address

The IP address that is used to listen for SIP

messages.

10.10.10.1

SIP listeningport

The TCP/IP port number that listens for SIPmessages.

5060

ResourceManager IP

Address andPort

The IP address and TCP/IP port of the ResourceManager.

10.10.10.10:5070

Fault Tolerance A flag to enable/disable fault tolerance. Selected

Primary DIDURL

The http address of the dispenser. http://<Dispenser Fully QualifiedDomain Name>/ did_url_mappings/$did$.xml

Backup DIDURL

The http address of the backup dispenser, if any. http://<Backup Dispenser FullyQualified Domain Name>/

did_url_mappings/$did$.xml

Softswitch IPaddress and port

SIP IP address and signaling port of thesoftswitch.

10.10.10.10:5080

Backupsoftswitch SIPIP address andport

SIP IP address and port for outbound calls whenthe primary softswitch fails

10.10.10.10:5090

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Note: To change the default SIP configuration, update the support and

siplisteneripaddress attributes. If the machine has more than one NIC

interface, specify which interface the SSM should listen to by setting the

siplisteneripaddress attribute.

Configuring H.323 Session Manager


2 Expand the nodes H.323 Session Manager> <VWMComputer>, then

click H.323SessionManager.


4 Configure the parameters listed in Table 31, then click Submit.


Table 31: H.323 Session Manager Parameters


SIP Listening IPAddress

IP address that is used to listen to SIP messages. 10.10.10.10

SIP Listening

Port

The network port that is used to listen to SIP

messages.

5060

Resource

Manager IPAddress

IP address and port of the Resource Manager 10.10.10.10:5070

Primary DIDURL

The http address of the dispenser. http://<hostname>/ did_url_mappings/$did$.xml

Backup DIDURL

The http address of the backup dispenser, if any. http://<hostname>/ did_url_mappings/$did$.xml

ISDNNumbering

Type

ISDN numbering type that the PSTN networksupports.

International

PrimaryGatekeeper IPAddress

IP address and port of the primary gatekeeper. 10.10.30.105:1720

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Chapter 13: Voice Web Manager Configuration Testing the Installation

Testing the InstallationTo test the installation, it is necessary to create a reseller, customer, andapplication.

1 Log in to VWPS.

2 Click Resellers/Customers/Applications, then click Add Reseller.

3 Create a reseller with a logical name that represents the Service

Provider. Make sure of the following:

■ The Reseller is Parent NSP check box is selected.

■ The GMT offset and additional daylight savings offset is correct.This will affect Reporter views.

4 Under this reseller, click New Customer.

5 Create a customer with a logical name such as NSPAdmin. This is the

name used for the initial administration login in Unified Login, and this

is the customer you use for Test Calls configuration in EventC. Make

sure of the following:

■ The NSP Customer check box is selected.

6 Provision this customer. At a minimum, the customer should have a

primary Policy Manager selected.

Note: If VWPS indicates that it failed to notify the server, disregard

this message. The message occurs because WatchDog is not running.

7 Under this customer, click New Application.

BackupGatekeeper IP

Address

IP address and port of the backup gatekeeper, ifany.

10.10.30.100:1720

Enable RASMessages

Flag to indicate if RAS messages should be usedto communicate with the gatekeeper.

Select this check box if required.

H.323 ListeningIP Address

IP address that is used to listen to H.323messages.

10.10.10.10

H.323 ListeningPort

The network port that is used to listen to H.323messages.

1720

Table 31: H.323 Session Manager Parameters (Continued)


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Appendix

Miscellaneous

Configurations andTroubleshootingThis appendix contains additional configuring, troubleshooting, anduninstalling information.

This appendix has these sections:

• Disabling the F1 Boot, page 143

• Groundstart Configurations with Dialogic on VCS, page 144

• Open Speech Dialog Modules, page 152• Sun ONE Software, page 152

• Troubleshooting VWPS Installation, page 162

• Troubleshooting the SQL Server, page 165

• Troubleshooting VCS, page 167

• Uninstalling Dialogic Software, page 167

Disabling the F1 Boot

Since operators normally access the VCS remotely, they cannot actuallypress any keys. If certain problems occur during startup, it is necessary topress the F1 key to continue booting the computer. Therefore, you mustdisable the F1 boot function so operators can remotely boot the computer.

1 Reboot the computer and press F10 to access system configuration

during the reboot.

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Appendix : Miscellaneous Configurations and Troubleshooting Groundstart Configurations with Dialogic on VCS

2 In the Main Menu, access the Advanced Mode.

3 Select Configure Hardware.

4 Wait approximately 10–15 seconds for hardware detection.

5 Select Review or Modify Hardware Settings.

6 Under Advanced Features, select F1 Boot Prompt.

7 Select Disable - Skip Prompt and press Enter.

8 Press F10 to save the changes.

9 Restart the computer.

Groundstart Configurations

with Dialogic on VCSThe following changes should be made on every VCS only if groundstartprotocol is being used on T1 RobbedBit.

The PDK.CFG file on each VCS using groundstart protocol on T1RobbedBit should appear as below:

PDK.CFG

board 0 fcdfile ml2_dsa_cas.fcd pcdfile ml2_dsa_cas.pcd variant

pdk_us_ls_fxs_io.cdp

The pdk_us_ls_fxs_io.cdp file on each VCS using groundstart protocol on

T1 RobbedBit must be configured with the feature parameters required foryour configuration and environment. VWAP supports the followingfeatures:

• DNIS and ANI after start

• CPA after answer for Network Announcements

• CPA after answer for Group3 Fax

• CPA after answer for Busy

• CPA after answer for Ring No Answer

• CPA after answer for voice

• Label Routing

The below file illustrates the use of these various feature parameters, and isto be used as a reference only. Be sure to use the feature parameters thatapply to your configuration and environment. Consult the Dialogic ProductManuals for additional information.

pdk_us_ls_fxs_io.cdp

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/**

%full_filespec: pdk_us_ls_fxs_io.cdp-10:ascii:gc#1 %

******************************************************

FILE : PDK_US_LS_FXS_IO.CDP

USES : PDK_US_LS_FXS_IO.PSICOUNTRY : T1 FXS

PROTOCOL: Inbound + Outbound

*******************************************************

This is a CDP file is to be used with the US loop-start FXS protocol. It

provides only the voice mail side execution of the protocol. The FXO-

FXS protocol is asymmetrical, and may only interface with a line

running an FXO (PBX) side of the protocol.

ALL CAS_SIGNAL_TRANS_t CDP_TRANS = ABCD, ABCD,

PreInterval,PostInterval,PreIntervalNominal,PostIntervalNominal

ALL PATTERN_PULSE CDP_PULSE = OffCode<ABCD>,

OnCode<ABCD>,

PreInterval,PostInterval,

PreIntervalNominal,PostIntervalNominal,

m_PulseIntervalMin,m_PulseIntervalNominal,

m_PulseIntervalMax

*/

/* FXS protocol supports and requires following features:*/

ALL Charstring_t Sys_features = “Feature_Inbound,

Feature_Outbound, Feature_Transfer,Feature_Hold,

Feature_Drop_On_Hold”

DM3 INTEGER_t SYS_LineTypeT1 = 1

/*

This PSL parameter informs the PDK engine that protocol requires call

progress (pre-connect call analysis).

Possible values:

0 = ALWAYS-OFF (disable)

1 = PREFERRED (always use - protocol requires)2 = PASS-THROUGH (use if requested by application, i.e., control is

passed-through to application)

*/

R4 INTEGER_t PSL_MakeCall_CallProgress = 1

DM3 INTEGER_t PSL_CACallProgressOverride = 1

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/*

This PSL parameter informs the PDK engine that protocol requires

media detection (post-connect call analysis).

Possible values:

1 = PREFERRED (always use - protocol requires)

2 = PASS-THROUGH (use if requested by application, i.e., control ispassed-through to application)

*/

R4 INTEGER_t PSL_MakeCall_MediaDetect = 2

DM3 INTEGER_t PSL_CAMediaDetectOverride = 2

/*

Set this value to true(1) to have the FXS transition to Accepted state

immediately upon receiving an accept call command and thus ignore

the number of rings parameter. The current default is false (0) to be

consistent with ICAPI, thereby waiting for the specified number of

rings before transitioning to Accepted state.*/

ALL BOOLEAN_t CDP_IMMEDIATE_ACCEPTSTATE = 0

/*

This parameter controls when the protocol will send up

GCEV_ALERTING/GCEV_CONNECTED event to the application. If

set to 0, GCEV_ALERTING is sent, when ring back is detected, and

GCEV_CONNECTED is sent when the call is connected. If set to 1,

GCEV_ALERTING is sent when

■ After dialing is completed if CPA is disabled, or

■ After dialing is initiated if CPA is enabled.

However, if CPA is disabled and CDP_PBXAnswerEnabled is also

disabled, then GCEV_CONNECTED will be sent after dialing instead

of GCEV_ALERTING, for the protocol would not be able to reach the

connected state otherwise.

All BOOLEAN_t CDP_Send_Alerting_Or_Connected_After_Dial

= 1

/*

Set this value to true (1) to have the FXS wait for dial tone prior to

dialing.Note this parameter does NOT apply to supervised transfers

(consultation calls) in which case dial tone is not verified.

*/

ALL BOOLEAN_t CDP_WaitDialToneEnabled = 1

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/* Set this value to true (1) to have the FXS connect on positive media

detection, i.e., voice, fax, modem, etc. */

ALL BOOLEAN_t CDP_CONNECT_UPON_MEDIA = 1

/* Set this value to true (1) to have the FXS connects on call analysis

result of no ringback (remote collision). */

ALL BOOLEAN_t CDP_ConnectOnNoRingBack = 1

/* Set this value to true (1) to have the FXS connects on call analysis

result of no dialtone (local collision). */

ALL BOOLEAN_t CDP_ConnectOnNoDialTone = 1

/*

Define the dial tone detection for a dual-tone of 440Hz+480Hz on for at

least 1 sec.

Dial tone detection is only active if the prior parameter is enabled.

TONE_t format = Freq 1, Freq 1 Dev, Freq 2, Freq 2 Dev, Amp 1, Amp

2, On Time,

On Time Dev, Off Time, Off Time Dev, Mode (1 for Edge Detection, 0

for Cadence Detection), Repeat Count

*/

ALL TONE_t TONE_DIAL = 350,50,440,50,0,0,0,0,0,0,1,1

/* Define the ring tone detection */

ALL TONE_t TONE_RINGBACK =

440,65,480,65,0,0,1000,100,0,0,1,1

/* Define the dial tone timeout (msec). Used only when

CDP_WaitForDialTone is enabled. */ ALL INTEGER_t CDP_DialToneWaitTime = 5000

/*

Define the intentional delay (msec) for going onhook prior to making a

call before gc_WaitCall is ever called.

*/

ALL INTEGER_t CDP_OnhookDuration = 2000

/*

Define the intentional delay (msec) after the offhook prior to dialing

digits.

This is used primarily in scenarios when CDP_WaitDialToneEnabled is

disabled (zero).

*/

ALL INTEGER_t CDP_PostOffhookDelay = 0

/* Define timeout (msec) to determine whether PBX has hung-up. */

ALL INTEGER_t CDP_MinPBXHangupTime = 6000

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/*

Define the intentional delay (msec) after the blind transfer hookflash

and the start of dialing. Note this should not be necessary assuming the

wait for dialtone parameter, CDP_WaitDialToneEnabled, is enabled.

*/

ALL INTEGER_t CDP_BTPreDialDelay = 1000

/* Define the intentional delay (msec) before hanging up after dialing

on a blind transfer. */

ALL INTEGER_t CDP_BTPostDialDelay = 500

/* This parameter sets the hookswitch state upon opening the device:

0:= ONHOOK, 1:= OFF_HOOK */

ALL BOOLEAN_t CDP_ProtocolStartsOffhook = 1

/* This parameter sets the hookswitch state on protocol completion: 0:=

ONHOOK, 1:= OFF_HOOK */

ALL BOOLEAN_t CDP_ProtocolStopsOffhook = 0 /* This parameter indicates an off-hook (outbound seize) from the

voicemail side (local) on the line. */

ALL CAS_SIGNAL_TRANS_t CAS_OFFHOOK =

xxxx,11xx,50,50,0,80

/* This parameter indicates an on-hook (idle) from the voicemail side

(local) on the line. */

ALL CAS_SIGNAL_TRANS_t CAS_ONHOOK =

xxxx,01xx,50,50,0,80

/* This parameter identifies the CAS pattern that indicates the PBX

applied a ring signal (inbound seize) on the line. */

ALL CAS_SIGNAL_TRANS_t CAS_RING_APPLIED =

01xx,00xx,50,50,80,80

/* This parameter identifies the CAS pattern that indicates the PBX

applied a ring signal (inbound seize) on the line. */

ALL CAS_SIGNAL_TRANS_t CAS_RING_STOPPED =

00xx,01xx,50,50,80,80

/* This parameter identifies the CAS pattern for a hookflash on the line.

*/

ALL CAS_SIGNAL_PULSE_t CAS_HOOKFLASH =11xx,01xx,50,50,80,80,450,500,550

/*

This parameter permits the remote PBX to initiate transitioning to the

connected state with an answer signal. However, any PBX answer

signal is ignored if call progress is mandated in the make call.

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*/

ALL BOOLEAN_t CDP_PBXAnswerEnabled = 1

/* This pattern indicates that the remote PBX has answered. */

ALL CAS_SIGNAL_TRANS_t CAS_PBX_ANSWER =

11xx,01xx,50,50,80,80

/* Enabling this parameter permits the remote PBX to initiate

disconnects. */

ALL BOOLEAN_t CDP_PBXDiscEnabled = 1

/* This pattern indicates that the remote PBX has disconnected. */

ALL CAS_SIGNAL_TRANS_t CAS_PBX_DISC =

0xxx,1xxx,50,600,0,80

/*

This parameter permits the protocol to bypass signaling a hookflash

when dropping a consultation call. It should be enabled only in the case

when all consultation calls are assumed to initiate the disconnect. Whenenabled, no hookflash CAS signaling is sent and only state changes are

delivered to the application. (Normally this parameter should be

disabled and set to zero.)

*/

ALL BOOLEAN_t CDP_BypassHookflashOnConsultationDrop =

0

/*

This parameter permits the protocol to bypass signaling a hookflash

when initiating either a supervised or unsupervised transfer via

gc_SetupTransfer( ) or gc_BlindTransfer( ) respectively. It is currentlya temporary customized feature and should be normally disabled and set

to zero. When enabled, no hookflash CAS signaling is issued and only

applicable state changes are delivered to the application.

*/

ALL BOOLEAN_t CDP_BypassHookflashOnTransfer = 0

/* These three tone templates define the DTMF tones used for support

of disconnect supervision: */

ALL TONE_t TONE_DISCONNECTDIAL =

350,50,440,50,0,0,1000,-1000,0,0,1,0

ALL TONE_t TONE_DISCONNECTREORDER =

480,50,620,50,0,0,250,50,250,50,1,4

ALL TONE_t TONE_DISCONNECTBUSY =

480,50,620,50,0,0,500,50,500,50,1,4

/*

Following tone templates define the default Call Progress tones used:

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Note: Do not uncomment unless non-US call progress tones are used

by switch (FXO).

R4 TONE_t PSL_TONE_CP_DIAL_LCL =

350,50,440,50,0,0,0,0,0,0,1,0

R4 TONE_t PSL_TONE_CP_RNGBK1 =

440,65,480,65,0,0,1000,100,3000,300,1,0

R4 TONE_t PSL_TONE_CP_BUSY1 =

480,50,620,60,0,0,500,50,500,50,1,4

*/

/*

***********************************************

DM3 Parameters

************************************************/

DM3 INTEGER_t PSL_VariantId = 9

/* PSL_VendorId: (REQUIRED) Identifies the vendor of the protocol,

this Id is assigned by Dialogic to the vendor */

DM3 INTEGER_t PSL_VendorId = 0x10001

/* PSL_ProtocolId: (REQUIRED) Vendor assigned Id, which identifies

a vendors protocol. */

DM3 INTEGER_t PSL_ProtocolId = 0x1001d

/* PSL_Version: (REQUIRED) Identifies version of the protocol.Maintained by vendor but must be in the standard Dialogic versioning

format.

The combination of VendorId, ProtocolId, and Version uniquely

identifies a protocol.

The following describes the format.

*/

/* ---Type: 0=Prod, 1=Beta, 2=Alpha, 3=Exp

* | -----Major Number * || -----Minor Number

* || | -----Beta Number

* || | | -----Alpha Number

* || | | |

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* vv v v v */

DM3 INTEGER_t PSL_Version = 0x00300000

/*

PSL_CompatibilityMask: A bit mask of the Version value it determines

compatibility between protocol and cdp files. The value used when

building the protocol will determine which cdp variant are considered to

be compatible. The value supplied by the variant will determine which

protocol build is acceptable. The combination of the stored and supplied

masks will determine if a match is found */

/* ---Type: 0=Prod, 1=Beta, 2=Alpha, 3=Exp

* | -----Major Number

* || -----Minor Number

* || | -----Beta Number

* || | | -----Alpha Number

* || | | |

* vv v v v */

DM3 INTEGER_t PSL_CompatibilityMask = 0xfffff000

/* sys_ProtocolName (REQUIRED) Vendor assigned Id that identifies

auxiliary files. */

DM3 CHARSTRING_t SYS_ProtocolName = pdk_us_ls_fxs_io

/* sys_VariantName (OPTIONAL) Differentiates between variants

using the same base protocol. */

DM3 CHARSTRING_t SYS_VariantName = t1_fx_io

/* sys_i960HotFile (REQUIRED) Protocol object file to use with this

CDP file. */

DM3 CHARSTRING_t sys_i960HotFile = pdk_us_ls_fxs_io.hot

/*

*********************************************************

***********

END OF FILE

********************************************************************

*/

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Appendix : Miscellaneous Configurations and Troubleshooting Open Speech Dialog Modules

Open Speech Dialog Modules

ScanSoft recommends caching to run with Open Speech Dialog Modules(OSDM).

To use OSDM, currently it is required to have the wininet caching turnedon in Page Collector for better performance.

To use the wininet caching:

1 Log into VWPS, then click the VCS server node that needs to be

modified.

2 Click Pagecollector.

3 Add a new attribute/value pair as usecninet to 0.

4 Add a new attribute/value pair as cachemode to 1.

Note: You can specify either partial caching, which is 2, or full

caching, which is 1.

5 Click Submit and then restart WatchDog on the VCS.

Sun ONE Software

Reinstalling/Repairing an Existing InstallationThe following steps outline the procedure to repair or modify an existinginstallation. These instructions do not apply to upgrading to a new versionof Sun ONE Directory Server. The same version of software is installed tocorrect/repair an existing installation.

Software Requirements

These instructions apply to the following versions of Sun ONE DirectoryServer:

• Sun ONE Directory Server 5.1 SP2 (recommended)

• Sun ONE Directory Server 5.1 SP1, 5.1 and 5.0

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Appendix : Miscellaneous Configurations and Troubleshooting Sun ONE Software

Backing Up Existing Directory Server Data and

Configuration

1 Back up the relevant directory root node(s)/root suffix(es). For

example, genesys.net.

2 Copy the LDIF file to a safe location—not under the same folder whereSun ONE is installed.

3 If there is already a full directory backup or an exported LDIF file, they

can also be used if it is not possible to create a backup in this step. If it

is possible to take a backup at this point, then it should be taken and

used—this will ensure that all the latest data is preserved.

Installing the Software Again

Reinstall the Sun ONE software on top of the existing software. It shoulddetect that it is being installed over an existing version. Select all of thedefault values and restart the machine once the software is installed.

Restoring Backed Up Data and Configuration

1 Make sure that 50Telera.ldif file is present in the folder C:\Sun

ONE\Servers\slapd-(machinename)\config\schema.

If it is not present, copy the file to this folder and restart the Sun ONE

services as described in “Restarting Directory Server Services” on page

158.

2 Login to the directory server as described in “Logging In to Sun ONE

Administration Console” on page 154. Check for data.

If the data is not present, restore as described in “Restoring Data in a

Single Root Suffix” on page 157.

3 Under the root node in the directory, check for the ACI count and

content. This count should be eight (8) and ACIs should match with

Genesys ACI. If there is a discrepancy, reinstall VWPS. Reinstalling

VWPS will make sure that the correct ACL is in place.

Upgrading to a New Version

Instructions for upgrading from different source and target versions aredifferent. Find the instructions that match your versions and follow themappropriately.

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1 Login to Sun ONE Administration Console as described in “Logging In

to Sun ONE Administration Console” on page 154.

2 Click Tasks.

3 Click Export Databases. A new dialog box opens.

4 Click Browse and choose a location and name for the export LDIF file.

5 Select the Subtree radio button. Click Browse to specify the sub-tree to

backup.

6 In the new window that opens, click the tree to backup, for example,

genesys.net. Click OK.

7 A warning message box appears. Click OK to start the export.

Steps 5–7 create an LDIF file that contains data for the branch and it’s

child nodes. Copy this file to a safe location, preferably on a removable

backup device.

8 Restart Sun ONE services as described in “Restarting Directory Server

Services” on page 158.

Restoring the Entire Directory Server

This procedure restores a previously taken backup (as described in“Backing Up the Entire Directory Server” on page 155) to a directoryserver. It will restore data, configuration, and schema information. Changesmade to the directory since the backup was taken will be lost. During thisprocess, the directory server will not be available for normal operation.

1 Login to the Sun ONE Administration Console as described in

“Logging In to Sun ONE Administration Console” on page 154.

2 Click the Tasks tab.

3 Click Restore Directory Server. A new dialog box opens.

4 Choose the backup to restore from the Available Backups drop-down

list. If there are no entries in this list, there are no available backups to

restore from. Click OK after choosing the backup.

A new dialog box appears, indicating that the directory server will be

taken offline to restore the backup.

5 Click Yes to confirm. At this point, the directory server will not be

available for normal operations.

The dialog box informs when the restore process is finished.

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g Enter a password for the attribute userpassword.

h Click Naming Attribute: sn Change. Clear the sn check box andselect the cn check box. Click OK.

i Click OK to create the user.

4 Set up the tree for replication.

a Select the Configuration tab and expand the Replication. Selectthe root node to replicate. On the right side:

b Select the Enable Replica check box.

c In the Replicate Role, select Dedicated Consumer.

d Under Common Settings, specify a purge delay of 7 days, and thenscroll down.

e In the new supplier DN field enter cn=Replication Manager,

cn=Config, and click Add.

f Click Save.

On Server A:

1 Select the Configuration tab in the directory console and highlight the

Replication node.

2 In the right pane:

a Select the Enable Changelog check box.

b Click Use Default.

c Set Max Changelog age to 8 weeks.

d Click Save to enable replication on this server.

3 In the Replication tree, highlight the root node to replicate.

a Select the Enable Replica check box.

b Select the Single Master radio button.

c Under Common Settings, specify a replica id that is not currently inuse by any other server. This has to be unique.

d Specify a Purge Delay of 7 days.

e Click Save to save replication settings for this database.

4 Create a replication agreement between Server A and Server B. Server

A will push out data to Server B and needs to provide appropriate

credentials to Server B.

a Right-click the database to replicate in the Replication tree. SelectNew Replication Agreement….

b Enter a name for this agreement, for example <root node> on<Server B>. Substitute your own values. Enter a description thatclearly states the following:

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• The kind of replication—single master, multi master.

• Click Other and in the new window, enter the fully qualified

name of Server B. Enter the port number—this should be 389

unless you have configured your Server B directory server to

listen on another port.

• In the Connection section, enter the user cn=Replication

Manager, cn=Config in Bind as and the associated password in

Password. Click Next. If Server A is able to bind successfully to

Server B, the screen will go to the next step. If there is an error,

make sure the information is correct and that Server B is

configured and running.

• In the next screen, select Always keep directories in sync. Click

Next.

• Select Do not initialize consumer. Click Next.

• Click Done to finish setting up the replication agreementbetween Server A and Server B.

5 Before replication can start, the consumer (Server B) needs to be

initialized from Server A. This process copies existing data from Server

A to Server B. Right-click the replication agreement, and select

Initialize Consumer. When initialization is complete, replication is

setup and will keep the two subtrees in sync.

Setting Up Multimaster Replication (MMR)

Install Server A and Server B. If one server is installed already thendesignate that as Server A and install Server B.

This section assumes that one directory server is already configured andcontains data that needs to be replicated onto another read-write directoryserver.

The original server that will become the master will be referred to as ServerA. The new server that will be the read-write replica will be referred to asServer B.

To prepare Server A for MMR:

1 Open the directory server.

2 Select Configuration > Supplier settings tab

a Select Enable changelog, and use the default.

b Specify Max Changelog age as 8 weeks.

c Click Save. This allows this server to be configured for replication.

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3 Open replication > genesys.net, then:

a Enable replica.

b Multiple Master.

c Replica ID = 1.

d Enter a new server DN = cn=Replication Manager. Click Add.

e Click Save.

f Right-click and select new replication agreement.

g Enter a name and a description. Click Next.

h Click Other. Add Server B and port.

i Enter bind DN as cn=Replication Manager and password. ClickNext.

j Select Always keep directories in sync. Click Next.

k Select Do not initialize consumer. Click Next.

You are done preparing Server A for MMR.

4 Select Directory tab > Config > Right-click > New > Other…

a Select Person and click OK.

b Full name and Last name are both Replication Manager.

c Click Add attribute, and select user Password. Enter replication asthe password.

d Naming attribute sn. Change.

e Clear sn and select cn. Click OK.

f Click OK. This creates the replication manager user.

To prepare Server B for MMR:

1 Open the directory server.

2 Go to Configuration > Supplier settings tab

a Enable changelog, use default.

b Specify max changelog age as 8 weeks.

c Click Save. This allows this server to be configured for replication.

3 Open replication > genesys.net.

a Enable replica.

b Multiple Master.

c Replica ID = 1.

d Enter a new server DN = cn=Replication Manager. Click Add.

e Click Save.

f Right-click and new replication agreement.

g Enter a name and a description. Click Next.

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Appendix : Miscellaneous Configurations and Troubleshooting Troubleshooting the Dialogic Driver

To upgrade the database structure from a previous version:

a Open the SQL Server Query Analyzer and connect to the VWPSdatabase.

b Make sure VWPS database is selected in the drop-down selectionDB.

c Open the supplied VWPS DB UPGRADE 6.5.3 to 6.5.4.sql in thequery analyzer from the D:\CN\Config\DBScripts\ folder on theVWPS machine. A number of SQL statements punctuated by GOstatements should be visible in the Query Analyzer.

d Select the first SQL statement and click the Run button—the greentriangle.

e Ignore any PRIMARY_KEY_CONSTRAINT violations errormessages.

f Repeat for every SQL statement. This upgrades the databasestructure as required by this version of VWPS.

g This script must be executed even if it has been run in a previousversion of VWPS installation.

h Restart WatchDog.

6 Login to VWPS and click Diagnostics. Make sure that all the

diagnostic tests return success.

7 Perform the steps in “Configuring VWPS” on page 36.

8 In case installation is not successful, reinstall previous version of

VWPS.

Troubleshooting the Dialogic Driver

Windows 2000 uses inf files to correlate a device it finds while scanningthe PCI bus with a driver binary file that would be loaded for the scanneddevice. Take the following steps for Windows 2000 systems that areinstalled with a system release that does not include full Plug and Playsupported drivers.

For such systems, a NULL inf file was created. The purpose of the NULLinf file is to make the system aware of the name and manufacturer of the

Dialogic board. This is used to track the device in the Device Manager andto save the user from having to cancel the add hardware wizard that wouldappear at every reboot when the system is not supplied with an inf file.

1 Click Next on the Found New Hardware Welcome dialog box that

appears after reboot. The Install Hardware Device Drivers dialog box

appears and prompts you to choose where the driver should be located.

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Appendix : Miscellaneous Configurations and Troubleshooting Troubleshooting the SQL Server

a Server Alias—fully qualified name of the SQLServer

b Network Library—TCP/IP

c Port Number—1433 unless you have configured SQLServer tolisten on a different port

5 Click OK.

Note: Depending on your network configuration, the client may be unable

to connect to the SQLServer when the server’s fully qualified name is given

but may connect successfully if only the server name without the domain

name is given.

Alternate Solution If SQLServer CD Is Not Available

An alternate solution is to make DSN on the client machine, provide it

information to connect to the remote SQLServer and choose TCP/IP as thedefault Network Library. This solution forces the client to connect to thespecified server using TCP/IP only.

1 Select Start > Settings > Control Panel > Administrative Tools >

Data Sources (ODBC).

2 Click the System DSN tab and click Add.

3 From the list that appears, scroll to the end and select SQL Server, then

click Finish.

4 In the next dialog box that appears, enter the following values:

a Name—testdsn

If testdsn is already being used, give the DSN a different name.

b Description—testing SQLServer connection

c [Server]—fully qualified name of the SQLServer machine

5 Click Next.

6 In the next dialog box that appears, select the With SQL Server

authentication... check box.

7 Click Client Configuration, select the TCP/IP radio button, and click

OK

8 Select the Connect to SQL Server to obtain... check box.

9 In the Login ID text box, enter the value of the dbusername parameter

from the servers UI. In the password text box, enter the value of the

parameter dbpassword. Click Next.

10 Select the Change default database to check box.

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Appendix : Miscellaneous Configurations and Troubleshooting Uninstalling Dialogic Software

4 Uninstall the Dialogic PTRs by going to Start > Programs > Intel

Dialogic System Software > Point Release > Point Release Uninstall.

5 Uninstall the Global Call Package using the gcunin.exe executable that

is provided with the VWAP Third-Party software CD for Dialogic, in

the CD\GlobalCallProtocolPkg40\WINDOWS\I386 directory.

6 Uninstall the Dialogic SR5.1.1 SP1 using the uninstall utility provided

in the Server’s Start > Programs > Dialogic > System Release 5.1.1

Service Pack 1 Uninstall.

7 Uninstall the Dialogic SR5.1.1 using the uninstall utility provided in the

Server’s Start > Programs > Dialogic > Uninstall.

8 Reboot each VCS.

9 Delete the <d:\cn directory> and the <d:\Dialogic> directory (or the

appropriate Dialogic root directory).

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Index

A

adding password, Sun ONE . . . . . . . . . 31ASR groups, creating . . . . . . 69, 76, 81, 102ASR log manager

configuring. . . . . . . . . . . . . . . . . 128parameters . . . . . . . . . . . . . . . . 128

ASR Log Manager Agent, installing . . . 75, 100ASR log server

configuring. . . . . . . . . . . . . . . . . 129parameters . . . . . . . . . . . . . .129, 130

audience . . . . . . . . . . . . . . . . . . . . 9audio provider, Nuance. . . . . . . . . . . . 62

B

billing port . . . . . . . . . . . . . . . . . . 119

C

configuringASR log manager . . . . . . . . . . . . . 128ASR log server . . . . . . . . . . . . . . 129DCM . . . . . . . . . . . . . . . . . . . . . 53Dialogic software . . . . . . . . . . . . . . 49EventC. . . . . . . . . . . . . . . . . . . 119Genesys queue adapter . . . . . . . . . . 133H.323 session manager . . . . . . . . . . 140IPCS. . . . . . . . . . . . . . . . . . . . . 93media gateway . . . . . . . . . . . . . . 136Nuance . . . . . . . . . . . . . . . . . . . 68

outbound notification . . . . . . . . . . . 131reporter . . . . . . . . . . . . . . . . . . 125resource manager . . . . . . . . . . . . . 137SpeechWorks OSR . . . . . . . . . . 76, 101SpeechWorks OSR client . . . . . . . . 72, 98SpeechWorks OSR license . . . . . . . 73, 99SpeechWorks OSR services on OSR server 74SpeechWorks OSR services on VCS . 74, 100SSM . . . . . . . . . . . . . . . . . . . . 138

Sun ONE . . . . . . . . . . . . . . . . . . 29TTS . . . . . . . . . . . . . . . . . . 86, 108Unified Login Server . . . . . . . . . . . 123VCS . . . . . . . . . . . . . . . . . . . 57, 67VWCM . . . . . . . . . . . . . . . . . . 134

VWM . . . . . . . . . . . . . . . . . . . 113VWPS . . . . . . . . . . . . . . . . . . . . 35

Configuring License Parameters for both Clientand Server Machines . . . . . . . . . 74

conventions . . . . . . . . . . . . . . . . . . 10creating

ASR groups . . . . . . . . . . . 69, 76, 81, 102media gateway groups . . . . . . . . . . 137root suffix . . . . . . . . . . . . . . . . . . 30

D

database

EventC . . . . . . . . . . . . . . . . . . 115installing software . . . . . . . . . . . . . . 84VWCM . . . . . . . . . . . . . . . . . . 134

Dialogic board, installing . . . . . . . . . . . . 46Dialogic driver, troubleshooting . . . . . . . 164Dialogic software

configuring . . . . . . . . . . . . . . . . . 49global call protocol, installing . . . . . . . . 49installing. . . . . . . . . . . . . . . . . . . 46PTR28779, installing . . . . . . . . . . . . 48PTR31128, installing . . . . . . . . . . . . 48SR 5.1.1 SP1, installing. . . . . . . . . . . 47SR 5.1.1, installing . . . . . . . . . . . . . 46

directory server requirements . . . . . . . . . 15

dispenser . . . . . . . . . . . . . . . . . . . 31

E

editingNuance configuration file . . . . . . . . . . 67

EventC . . . . . . . . . . . . . . . . . . . . . 17billing port . . . . . . . . . . . . . . . . . 119

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Index


configuring. . . . . . . . . . . . . . . . . 119database. . . . . . . . . . . . . . . . . . 115easy install. . . . . . . . . . . . . . . . . 114parameters . . . . . . . . . . . . . . . . 120

FF1 boot, disabling . . . . . . . . . . . . . . 143

G

Genesys queue adapter, configuring. . . . . 133global call protocol . . . . . . . . . . . . . . 49groups

creating ASR . . . . . . . . . 69, 76, 81, 102media gateway . . . . . . . . . . . . . . 137

H

H.323 session manager, configuring . . . . . 140hardware, recommended. . . . . . . . . . . 13

I

IISsettings . . . . . . . . . . . . . . . . . . . 23URLScan filter . . . . . . . . . . . . . . . . 16

installingASR Log Manager Agent . . . . . . . 75, 100Dialogic board . . . . . . . . . . . . . . . . 46Dialogic software . . . . . . . . . . . . . . 46IPCS. . . . . . . . . . . . . . . . . . . . . 91MDAC . . . . . . . . . . . . . . . . . 84, 106MySQL . . . . . . . . . . . . . . . . 84, 106Nuance . . . . . . . . . . . . . . . . . . . 62Nuance license . . . . . . . . . . . . . . . 66RealSpeak. . . . . . . . . . . . . . . 85, 107Speechify . . . . . . . . . . . . . . . 84, 106SpeechWorks OSR . . . . . . . . . . . 72, 97SpeechWorks OSR client . . . . . . . . . . 72SQL server . . . . . . . . . . . . . . . . . 17Sun ONE . . . . . . . . . . . . . . . . 29, 30TTS . . . . . . . . . . . . . . . . . . . . . 85US English language pack . . . . . . . . . 63VCS . . . . . . . . . . . . . . . . . . . . . 56

VWM. . . . . . . . . . . . . . . . . . . . . 41VWPS . . . . . . . . . . . . . . . . . . . . 35watcher-daemon.startup. . . . . . . . . . . 63

Internet Explorer settings. . . . . . . . . . . 23IPCS

configuring. . . . . . . . . . . . . . . . . . 93installing . . . . . . . . . . . . . . . . . . . 91parameters . . . . . . . . . . . . . . . 93, 94route parameters . . . . . . . . . . . . . . 94

L

language pack, installing US English . . . . . 63

M

MDAC, installing . . . . . . . . . . . . . 84, 106media gateway. . . . . . . . . . . . . . . . 135

configuring . . . . . . . . . . . . . . . . 136groups. . . . . . . . . . . . . . . . . . . 137parameters . . . . . . . . . . . . . . . . 136

MySQLinstalling. . . . . . . . . . . . . . . . 84, 106installing database software . . . . . . . . 84ODBC driver . . . . . . . . . . . . . 84, 106

N

Nuance

audio provider. . . . . . . . . . . . . . . . 62configuration file . . . . . . . . . . . . . . 67configuring . . . . . . . . . . . . . . . . . 68configuring watcher . . . . . . . . . . . . . 66installing. . . . . . . . . . . . . . . . . . . 62license . . . . . . . . . . . . . . . . . . . 66required software . . . . . . . . . . . . . . 61SP030124. . . . . . . . . . . . . . . . . . 62

O

ODBC driver . . . . . . . . . . . . . . . . . 106open speech dialog modules . . . . . . . . 152

outbound notification, configuring . . . . . . 131

P

parametersASR log manager . . . . . . . . . . . . . 128ASR log server . . . . . . . . . . . . 129, 130EventC . . . . . . . . . . . . . . . . . . 120IPCS . . . . . . . . . . . . . . . . . . 93, 94IPCS route . . . . . . . . . . . . . . . . . 94media gateway . . . . . . . . . . . . . . 136reporter . . . . . . . . . . . . . . . . . . 126resource manager . . . . . . . . . . . . 138

Unified Login . . . . . . . . . . . . . . . 124VCS . . . . . . . . . . . . . . . . . . . . . 58

prerequisites . . . . . . . . . . . . . . . . . . 13provisioning media gateway . . . . . . . . . 135

R

RealSpeak, installing. . . . . . . . . . . 85, 107

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Index

18906.pdf

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