Avaya™ Interactive Response...who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed

Avaya™ Interactive Response Release 1.0 Tech Tour – Administering the system

Issue 1 Publication Date: December 2002

2 Avaya IR R1 Administering the system tours

© 2002, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com Select Support, then select Escalation Lists US and International. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Providing Telecommunications Security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”). An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: • Utilization (of capabilities special to the accessed equipment) • Theft (such as, of intellectual property, financial assets, or toll-facility

access) • Eavesdropping (privacy invasions to humans) • Mischief (troubling, but apparently innocuous, tampering) • Harm (such as harmful tampering, data loss or alteration, regardless of

motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Your Responsibility for Your Company's Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: • Installation documents • System administration documents • Security documents • Hardware-/software-based security tools • Shared information between you and your peers • Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: • your Avaya-provided telecommunications systems and their interfaces • your Avaya-provided software applications, as well as their underlying

hardware/software platforms and interfaces • any other equipment networked to your Avaya products.

Federal Communications Commission Statements Part 15: Class A Statement Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answer-supervision signals to the public switched network when: • answered by the called station, • answered by the attendant, or • routed to a recorded announcement that can be administered by the CPE

user. This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to the public switched telephone network. Permissible exceptions are: • A call is unanswered. • A busy tone is received. • A reorder tone is received. Canadian Department of Communications (DOC) Interference Information This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada.

European Union Declarations of Conformity

Avaya Inc. declares that the switch equipment specified in this document bearing the “CE” (Conformité Europeénne) mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable. Copies of these Declarations of Conformity (DoCs) signed by the Vice President of R&D, Avaya Inc., can be obtained by contacting your local sales representative and are available on the following Web site: http://support.avaya.com

Trademarks Avaya, CONVERSANT, and Intuity are registered trademarks of Avaya, Inc. Adobe and Adobe Acrobat are trademarks or registered trademarks of Adobe Systems, Inc. in the United States and in other countries. U.S. Robotics and Sportster are registered trademarks of 3Com Corporation or its subsidiaries. Alliance Generation is a registered trademark and NMS Communications, Natural MicroSystems, AG, Natural Access, NaturalFax are trademarks or service marks of NMS Communications Corporation or its subsidiaries. Informix, DB2 are registered trademarks of IBM Corporation. Microsoft, Windows, and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Nuance and Nuance Vocalizer are trademarks of of Nuance Communications, Inc. Oracle is a registered trademark, and Oracle8i, and Oracle9i are trademarks or registered trademarks of Oracle Corporation Sybase is a trademark of Sybase, Inc. Speechify, OpenSpeech Server, OpenSpeech Recognizer, and OpenVXI are registered trademarks of SpeechWorks International, Inc. Sun, Sun Microsystems, docs.sun.com, Java, Solaris, Sun Blade are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and in other countries.

Issue 1 December 2002 3

Technical Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Centre Web site. Select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Warranty Avaya Inc. provides a limited warranty on this product. Refer to the Limited use Software License Agreement provided with your package.

Ordering Information: Avaya Publications Center Voice: +1 207 866 6701

+1 800 457 1764 (Toll-free, U.S. and Canada only) Fax: +1 207 626 7269

+1 800 457 1764 (Toll-free, U.S. and Canada only) Write: Globalware Solutions

200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager

Web: http://www.avayadocs.com E-mail: [email protected]

Acknowledgment This document was written by the CRM Information Development group.


About this document

This document is a compilation of help topics from Avaya IR System Help that has been formatted for printing. It contains the same information as the Help itself.

This document is only available as part of the Avaya IR System Help and Avaya IR Documentation CD. You cannot order this document separately from Avaya.

About cross-references in this document

The topics in Help contain hypertext links to other topics that enable you to jump to the linked topic. In this document, hypertext links appear as cross-references to the pages containing the linked topics. For example, a hypertext link in Help to a topic called "Features" would appears in this document as

"See Features on page 54 for more information"

However, not all the linked-to topics are included in the printable documents. This results is some topics that are normally linked in the Help content, appearing without page cross-references. Using the example above, if the "Features" topic is not included in this document, the text appears as

"See Features for more information"

Please be aware that this is a limitation of having subsections of Help compiled for print. If you see text that looks like a cross-reference without a page number, the information is available in Help.


Contents

About this document 5

System administration tours 9

Administering channels 11

Assigning and unassigning services........................................................................12 Assigning and unassigning groups..........................................................................17 Getting started with channel administration ............................................................20

Administering users 21

Adding users ...............................................................................................................22 Changing user permissions.......................................................................................24

Completing backups 25

Backup guidelines ......................................................................................................26 Completing full backups ............................................................................................28 Completing partial backups.......................................................................................30 Scheduling backups ...................................................................................................31 Getting started with backups.....................................................................................34

Stopping and starting the voice system 37

Stopping the voice system.........................................................................................38 Starting the voice system...........................................................................................40

System monitoring 41

Monitoring system operations...................................................................................42 Getting started with system monitoring ...................................................................45

Index 47


System administration tours

In the system administration tours, you see examples of how common administration tasks are done.Then, you get a chance to practice administrative tasks yourself.

These tours show examples based on a fictional company, Integrity Insurance, which is different from the TechCare company used in the system description example. Seeing another company provides an additional perspective on how Avaya Interactive Response is used to meet business requirements.


Administering channels

You may assign:

• Services to channels

• Channels to equipment groups

Assigning services to channels

Whenever a new voice response application is created, you must assign a channel or channels to the services provided by the application. You also may unassign channels when the services assigned to them are discontinued or to re-distribute call load.

When you assign or unassign channels to services, you:

• Identify channels to use or unassign

• Assign or unassign the services to the channels

• Assign or unassign phone numbers to the services

Note: You can assign new services to channels without first unassigning existing services. The new services replace the previous service assignments.

Assigning channels to equipment groups

Assign channels to equipment groups to shield the service or services supported by the channels from the effect of other services. For example, you might dedicate an equipment group to outbound call bridging so that bridging does not interfere with incoming calls. You change equipment group assignments when necessary, by unassigning and reassigning.

When you assign or unassign channels to groups, you:

• Identify channels and groups to assign or unassign

• Assign or unassign the groups to the channels

In this section, you see an example of the Integrity Insurance system administrator completing channel administration tasks. Then, you practice channel administration on your own.



Assigning and unassigning services Integrity Insurance has developed a voice response application to support calls about their new Supplementary Medicare Insurance. The Integrity system administrator needs to assign channels to this service. She knows that the number to be used for the service is 800-555-1351 and that the voice response application for the service is called medicare.

Identifying channels to use

To identify available channels:

1. Got to the Display Equipment screen. From the main menu: Configuration Management -> Voice Equipment -> Display Equipment.

Note: You may print a copy of the Display Equpment screen and keep it on hand for reference.

The Integrity Insurance IR system has one NMS card, and the first set of channels on the card is assigned to an application that manages fax receiving service (faxrec2).

1. Identify available channels and note their numbers, if necessary.

Assigning and unassigning services


The Integrity system administrator scrolls down and sees that some of the channels assigned to fax receiving do not have phone numbers assigned to them, so are not in use for this service. She decides to re-assign ten of these channels (channels 20-30) to the medicare voice response application. It is not necessary to unassign the channels from fax receiving first.

Assigning services to channels

To assign services to channels:

1. Go to the Voice Services screen. From the main menu: Configuration Management -> Voice Services.

The system displays the Voice Services screen.

2. On the Voice Services screen, select Channel Services.

The system displays the Channel Services screen.

3. On the Channel Services screen, select Assign Service.

The system displays Assign Services to Channels screen.

4. On the Assign Services to Channels screen, specify the information for the new service and click Submit.

a) Select the Service Name from the list.



b) Select the Startup Service of the same name from the list, if necessary.

If the channels were not assigned to a service previously, the IR system automatically assigns the startup service of the same name. If the channels were previously assigned, the name of the previous startup service is retained when no selection is made.

c) Specify the channels to be assigned to the new service.

The Integrity system administrator completed the Assign Services to Channels screen as follows: The voice response application that handles calls to the Supplementary Medicaid number is the medicare application. It is installed on the IR system and is displayed on the list. The system administrator selected the appropriate startup service, since the channels were previously assigned to another service.

The system displays messages to indicate that the channels are reassigned.

Unassigning services from channels

The Integrity system administrator decided to unassign the unused fax service from the remaining five channels to eliminate confusion.

To unassign services from channels:


2. On the Voice Services screen, select Channel Services.

The system displays the Channel Services screen.

3. On the Channel Services screen, select Unassign Service.

The system displays the Unassign Services from Channels screen.

Assigning and unassigning services


4. On the Unassign Services from Channels screen, specify the channels to unassign from their services and click Submit.

The Integrity system administrator made the entry shown below to unassign channels 35 through 40.

The system displays messages to indicate that the channels are unassigned.

Assigning phone numbers to services

For the service to work, the system administrator must assign a phone number or numbers to it. The number entered here represents the telephone number callers dial to reach the service. The number of digits must match those that the switch provides.

To assign phone numbers to services:


2. On the Voice Services screen, select Number Services.

The system displays the Number Services screen.



3. On the Number Services screen, select Assign Service.

The system displays the Assign Number Service screen.

4. On the Assign Number service screen, specify the number service information and click Submit.

The Integrity system administrator completed the Assign Number Services screen as as follows: she entered the 800 number to be used for the service in the Called Numbers field. (Because the field scrolls to the left, you cannot see the entire number here.) Since the system should accept calls from any number, she left the default entry, any, in the Calling Numbers field. Finally, she selected medicare as the Service Name, since medicare is the voice response application for the new service.

The system displays messages to indicate that the number is assigned.

Assigning and unassigning groups


Assigning and unassigning groups Integrity Insurance has added a service to provide callers with information on their new supplementary Medicare insurance. The service is assigned to channels 20-30. A week after adding the service, the Integrity system administrator found that other operations were sometimes interfering with calls handled by the new number. To avoid further problems, she decided to dedicate equipment group 5 to the channel.

Unassigning channels from groups

Other services are currently using channel 5, so the first step is to unassign the channels from the group.

To unassign channels from the group:

1. Go to the Channels to Groups screen. From the main menu, Configuration Management -> Voice Equipment -> Channels to Groups.

The system displays the Channels to Groups screen.

2. On the Channels to Groups screen, select Unassign.

The system displays the Unassign Channels from Equipment Groups screen.

3. On the Unassign Channels from Equipment Groups screen, specify the channels and groups to unassign and click Submit.



The Integrity system administrator made the entries as follows to unassign channels 1 through 19 from group 5.

Equipment group 5 is now free to be assigned to other channels.

Assigning channels to groups

To assign channels to equipment groups:

1. Go to the Channels to Groups screen. From the main menu, Configuration Management -> Voice Equipment -> Channels to Groups.

2. On the Channels to Groups screen, select Assign.

The system displays the Assign Channels to Equipment Groups screen.

3. On the Assign Channels to Equipment Groups screen, specify the channels and groups to assign and click Submit.

The Integrity system administrator made the entries as follows to assign channels 20 through 30 to group 5.

Assigning and unassigning groups




Getting started with channel administration In this exploration, you become familiar with the channel assignments on your system and make changes, if necessary. You should complete the other topics in this section to see examples of how channels are administered. You may make changes to channel assignments if changes are required and you are authorized to make them.

WARNING Making unauthorized changes to channel assignment may disrupt or completely stop services to callers. If no changes are required, simply review the information about services on your Avaya IR system.

To administer channels:

1. Go to the Display Equipment screen. From the main menu, Configuration Management -> Voice Equipment -> Display Equipment.

2. Scroll down and review all the services that are assigned on your Avaya IR system. To become familiar with the services, find the information that answers the questions that follow:

How many services are supported?

What phone numbers are assigned to services?

How are equipment groups assigned? Do any services have dedicated equipment groups?

3. Make any required changes to how services are assigned to channels.

4. Make any required changes to the assignment of equipment groups.

5. Return to the Display Equipment screen, if necessary.

6. Click File -> Print to print a copy of the Display Equipment screen for your records.


Administering users

Avaya IR system administrators need a user name and password to use the web administration interface and other functions. Set up user names and passwords through the Solaris operating system. You can enter commands or use the admintool graphical interface.

Use commands to remove users from the system and to assign their permission levels. Permission levels control whether users have full or limited access to the voice system. In this tour, you see how the Integrity Insurance system administrator removes a user, adds users, and assigns permissions using the admintool interface. See Administering users for more information.

Administering users


Adding users There have been some staff changes at Integrity Insurance, and the Avaya IR system administrator needs to administer users to reflect those changes.

A new person, Rob Dillon, will be helping with system administration tasks. The Integrity system administrator will use the admintool interface to add him as a user. She has planned the entries she will make.

To add a user to the IR system:

1. At the UNIX prompt, type admintool & to start the admintool interface.

The system displays the Users main menu. You use this window to manage account information.

2. On the Edit menu, choose Add.

The system displays the Add User window.

3. Complete the Add User window with information about the new user and click OK.

Note that:

― User ID numbers must be a whole number less than or equal to 2147483647. They are required for both regular user accounts and special system accounts. Although User ID numbers 0 through 99 are reserved, you can add a user with one of these numbers. However, do not use them for regular user accounts. By definition, root always has User ID 0, demon has User ID 1, and pseudo-user bin has User ID 2.

― When adding a user account, you must assign a primary group for a user or accept the default group, staff (group 10). The primary group should already exist (if it does not exist, specify the group by a GID number).

Adding users


The Integrity system administrator completed the window by making the following entries:

User name: rdillon

User ID: 1006

Primary Group: administration

Secondary Group: no entry

Login Shell: ksh

Password: admin

Min Change: 2 days

Max Change: 42 days

Max Inactive: 90 days

Expiration Date: None

Warning: 5 days

Path: /mtce/login/admin

Rob is now added as a Avaya IR user. The list of user accounts displayed in the Users main window is updated to include the new user account. The next step is to assign permissions to allow him access to the Avaya IR system.

Administering users


Changing user permissions

Assigning and changing user permissions

Rob Dillon is added as a Avaya IR system user. To give him access to system administration functions, the Integrity system administrator types the following command at the UNIX root prompt:

# assign_permissions rdillon Operations

This permission level allows Rob to access configuration management, reports, and system monitor capabilities. When Rob gains more experience, the Integrity system administrator will type the following command to give him full control of the voice system:

# assign_permissions rdillon Administration

Removing user permissions

Julie, the person Rob is replacing, is moving to another position and will no longer be working with the Avaya IR system. The Integrity system administrator enters the following command at the UNIX root prompt to remove Julie's permissions:

# unassign_permissions jgomez Administration

Julie is no longer able to access and administer the Avaya IR system. However, her user ID and password remain in effect for other system activities on Solaris, such as using email.


Completing backups

Failure to maintain adequate and up-to-date IR system backups is a common--and costly--mistake. The tours in this section show you how to complete and schedule backups, and link to more detailed information.

Completing backups


Backup guidelines Regular backups are essential to preventing possible data loss and interruption to service. Once your Avaya IR system is installed and set up, perform a full backup to ensure that you can restore the system, if necessary. After that, establish a schedule of regular full and partial backups. If your company has a specialized application for completing backups, you may use it to back up your Avaya IR system and its files. You also may do backups by using Unix commands. This tour explains how to do backups using the web administration interface windows.

Backup requirements

During backups, the Avaya IR system copies files into the backup directory that you establish on another system. Systems used for backups must have NFS service available. The backup directory must be an NFS mount point. If the mounting requirements are not met, you will receive an error message, and the backup will not proceed.

Full backups

During a full backup, all Avaya IR system files, including voice response applications, are copied. Before starting a full backup, you must stop the voice system. Schedule full backups for times when there is little or no system traffic. You may direct traffic to another Avaya IR system, if you have that option.

Partial backups

During a partial backup, the Avaya IR system copies any system files that have changed during the specified time.You do not need to stop the voice system to perform a partial backup, although it is recommended. If a large number of files will be backed up, the activity may affect system resources. It is best to perform partial backups at times of low system activity.

Scheduling backups

Schedule regular backups to protect system data and ensure that backups have a minimal impact on system operations. Schedule a full backup weekly (generally on Sunday) and a partial backup daily. At a minimum, you should complete full backups monthly and partial backups weekly.

Deleting backups

When backup files are no longer required, delete them, using the Delete Backup Files screen. Clean out backup files regularly, so that only up-to-date required files are store. Deleting unwantee backup files saves disk storage space and eliminates confusion if you need to restore files.

Backup guidelines


Backup history

The Avaya IR system tracks backup activity. To review backups, go to the Backup History screen. From the main menu, Backup/Restore -> Backup History.

The system displays information on backups. An example follows:

Last complete backup done on Mon Jul 29 15:52:10 MDT 2002 Last partial backup done on Tue Jul 30 07:42:16 MDT 2002

Completing backups


Completing full backups At Integrity Insurance, the system is installed and set up. The voice system is operating, and a variety of test calls have been made. Before regular operations begin, the Integrity system administrator will perform a full backup. Later backups will be done automatically, based on the schedule set up by the administrator.

Stopping the voice system

Before beginning the full backup, the Integrity system administrator must stop the voice system. The Stopping the voice system tour shows you how to do this.

Backing up the Avaya IR system

To back up the system:

1. Go to the Full Backup screen. From the main menu, Backup/Restore > Backup > Full Backup.

2. On the Full Backup screen, enter the required specifications and click Submit.

The Integrity system administrator completed the Full Backup screen as shown. The system will assign a name to the backup file based on the name of the machine being used for the backup, the time of day, and the type of backup (full or partial). The Backup file title entered here appears in the header of the file. The default priority setting (high) is appropriate. Since the voice system must be stopped in order to do a full backup, system resources should be more than adequate.

Completing full backups


Completing backups


Completing partial backups At Integrity Insurance, a partial backup of the system runs Monday through Saturday at 9 p.m. (On Sunday, a full backup runs.) Today, the Integrity system administrator has made a number of changes to a voice response application before noon. She decided to do a partial backup right away, rather than waiting for the regular nightly backup to run.

To complete a partial backup:

1. Go to the Partial Backup screen. From the main menu, Backup/Restore -> Backup -> Partial Backup.

2. On the Partial Backup screen, specify the backup parameters and click the Submit button.

Note: You may specify one of three backup parameters: Days, Directory, or File List

The Integrity system administrator made the entries shown below to back up changes made that day to the medicare application. Since she was backing up in the middle of the work day, she chose low priority. The system will wait for resources to become available before completing the backup.

Scheduling backups


Scheduling backups Once the Integrity system administrator completed her first full backup of the Avaya IR system, she created a backup schedule.

Scheduling full backups

To schedule regular full backups:

1. Go to the Backup Scheduling screen. From the main menu, Backup/Restore -> Backup Scheduling.

The system displays the Backup Scheduling screen.

2. On the Backup Scheduling screen, select Setup Schedule.

The system displays the Setup Backup Schedule screen.

3. Specify the parameters for full backups and click Submit.

The Integrity system administrator made the entries shown below. A military time format is used, so the backup will start at 1:15 a.m. every Sunday morning, not 1:15 p.m., which would be entered as 13:15.

Completing backups


Note: When scheduling full backups, you must select yes to stop the voice system. Otherwise, the backup will not complete.

Scheduling partial backups

To schedule regular partial backups:




3. Specify the parameters for partial backups and click Submit.

Scheduling backups


The Integrity system administrator made the following entries. Partial backups will be done Monday through Saturday at 1:15 a.m.

Completing backups


Getting started with backups In this topic, you become familiar with the backup parameters for your system. You also may change the schedule for backups and complete a partial backup if changes are required and you are authorized to do so.

WARNING Making unauthorized backups may disrupt or completely stop services to callers. If no backups are required, simply review the information about backups on your Avaya IR system.

Reviewing backup parameters

To review backup parameters:



2. On the Backup Scheduling screen, select Display Default Parameters and review the information on backup guidelines. To become familiar with the parameters, find the information that answers the questions that follow:

If you needed to restore files from backups, which directory would you check?

How often are full and partial (incremental) backups done?

How may days go by before a file that was modified is backed up?

What is the priority for backups?

How many days are full backup files retained? How many days are partial (incremental) backup files retained? (Refer to entries for cleanup.)

How long will go by since the last full backup before an alarm is sent? How many days will go by since the last partial (incremental) backup before an alarm is sent?

Changing the backup schedule

To change the backup schedule:

1. Go to the Backup Scheduling screen. From the main menu, Backup/Restore -> Backup Scheduling




Getting started with backups


3. Make any required changes to the backup schedule.

Completing a partial backup

To complete a partial backup:

1. Go to the Partial Backup screen. From the main menu, Backup/Restore -> Backup -> Partial Backup.

2. On the Partial Backup screen, enter the backup parameters and click Submit.


Stopping and starting the voice system



Stopping the voice system It is time for the Integrity system administrator to complete a full backup of the Avaya IR system. Before she does that, she will stop the voice system.

Preparing to stop the voice system

When you stop the voice system, all voice services are halted after a specified time period. For that reason, you should stop the voice system only when absolutely necessary. To minimize the impact, take one of the following steps:

• Do administrative tasks that require stopping the voice system during non-business hours.

For instance, you may do these tasks during evening hours or on the weekend, if those are times of low or non-existent call volume.

• Use another Avaya IR system for voice response services during the shutdown time

If your organization has multiple Avaya IR systems, you may be able to route calls to another system when voice services are stopped. The system that is receiving calls must be able to:

― Perform the same functions and access the same data as the system it replaces

― Handle the increased call volume

During times of low call volume, you may choose to route calls directly to agents. If you choose to do this, you may need to arrange for agents to receive calls when automated services are off, especially if the agents will be looking up information that is usually provided automatically.


Since there are two Avaya IR systems at Integrity, the system administrator does backups during times of low call volume and relies on the other system to handle calls.

1. Go to the Stop Voice System screen. From the main menu, Configuration Management -> Stop voice system.

The system displays the Stop Voice System screen.

2. Enter the number of seconds to wait before voice services are shut down.

The Integrity system administrator completed the Stop Voice System screen as follows. 600 seconds (10 minutes) is the maximum wait time. During the wait time, calls in process are completed, but no new calls are accepted.



3. Start system monitoring, if desired. At the command line, enter sysmon 1.

The Integrity system administrator views call processing and waits until all calls end, as shown on the System Monitor screen below. You may skip this step if you are shutting down the voice system at a time when no calls are being handled. You follow the sysmon command with a number indicating the number of pages you want displayed. Since the Integrity IR system has fewer than 120 channels, one page of information is enough.

4. Initiate stopping of the voice system

a) Return to the Stop voice system screen.

b) Click the Submit button.

System messages appear as the voice system is shut down.



Starting the voice system With the full system backup complete, the Integrity system administrator is ready to start voice services again.

1. Go to the Start Voice System screen. From the main menu, Configuration Management -> Start Voice System.

The system displays the Start Voice System screen.

2. On the Start Voice System screen, click Submit.

The system displays messages to let you know that it is starting voice services.

3. Enter sysmon 1 if desired, to check on the operation of voice services.

If the System Monitor window was open when the system was shut down, it may display channels in the Pending state. When this happens, close the window and open it again to see actual operations


System monitoring

System monitoring


Monitoring system operations Regular monitoring of system operations helps you to spot problems before they become serious. This example takes you through system monitoring steps on a sample system, as completed by the system administrator for Integrity Insurance.

Making test calls

Every day, the system administrator makes phone calls to the same numbers used by customers, or has someone else in the group do that and report back. Calls are made during peak calling periods to ensure that the system is working well under heavy volume. The goal is to make sure that the following is occurring:

• Calls are going through without callers having to make repeated attempts.

• Line quality is good.

• The Avaya IR system is answering calls, prompting callers, and responding to their input.

Today, when the system administrator makes the calls, a problem is apparent. When she calls the information line for supplementary Medicare coverage services, she keeps getting a busy signal. She has to call repeatedly to get through.

Viewing service operations live

When the Integrity system administrator has problems getting through to the Medicare number, she decides to check service operations right away by using the sysmon command.

To view service operations:

1. Enter sysmon 1 at the command line.

The system displays page 1 of the service activity matrix. The dynamic matrix shows activities on system channels as they occur, and changes frequently. The following static sample is for purposes of this example:

Monitoring system operations


The matrix for Integrity's system shows all channels taking calls and performing call handling functions. However, channel 20 has a low number of calls when compared to the other channels. The Integrity system administrator decides to check the Message Log report to see if there are messages about hardware or communication failures.

2. Stop system monitoring by pressing F6 (CANCEL) to exit.

Checking the Message Log report

Even if no problems are present, the Integrity system administrator checks the Message Log report daily. Checking the Message Log report daily is a good practice that you should follow as well.

To check the Message Log report:

1. Go to the Message Log report. From the main menu: Reports -> Message Log Report.

The system displays the Message Log Report. A recent message shows that channel 20 has gone from the in service (INSERV) to the out of service (FOOS) state.

Thu Oct 3 11:37:20 2002 MTC

MTC002 NM CH 20 (MTC_STATE_EVENT)Changed state from INSERVE to FOOS.

2. Note information as needed. You may want to write down information on errors and events to use in troubleshooting activities.

Checking the Display Equipment screen

The next step is to check the Display Equipment screen for broken or out-of-service equipment. This is another screen that you should check every day.

To check the Display Equipment screen:

1. Go to the Display Equipment screen. From the main menu: Configuration Management -> Voice Equipment -> Display Equipment.

System monitoring


The system displays the Display Equipment window. In the following sample, the administrator has scrolled down to see channel 20.

Channel 20 is in the facility out of service (foos) state. It is no longer taking calls, and the remaining channels are not adequate to handle service during busy periods. That is the cause of the problem. Diagnostic testing by Avaya or by the system administrator can further define the problem. For now, the system administrator may reassign channels from other services to make up for the loss of channel 20.

2. Close the Display Equipment window.

Getting started with system monitoring


Getting started with system monitoring In this topic, you practice monitoring your Avaya IR system. you should monitor operations every day.

To monitor system operations:

1. During a busy time, make test calls to the numbers that customers use and record any problems. The questions that follow guide you in assessing operations.

Were you able to reach numbers without having to make repeated attempts?

Was the connection good?

Did the Avaya IR system prompt you for information and respond to your input?

2. Go to the Message Log report and review system error messages. From the main menu: Reports -> Message Log Report.

Are there any critical (*C) or major (**) errors?

Are there any minor (*) errors?

3. Display explanations of error messages, if necessary.

4. Note any problems and close the Message Log report.

5. Go to the Display Equipment screen. From the main menu: Configuration Management -> Voice Equipment -> Display Equipment.

6. Note any problems and close the Display Equipment screen.

7. If it would be helpful to view service operations live, enter the sysmon command. The questions that follow guide you in assessing operations.

Are any channels taking too few or no calls?

Are transfers going to the correct extensions?

Is caller input coming in correctly?

8. Take action as needed based on your observations.


Index

A About this document • 5 Adding users • 22 Administering channels • 11 Administering users • 21 Assigning and unassigning groups • 17 Assigning and unassigning services • 12

B Backup guidelines • 26

C Changing user permissions • 24 Completing backups • 25 Completing full backups • 28 Completing partial backups • 30

G Getting started with backups • 34 Getting started with channel administration • 20 Getting started with system monitoring • 45

M Monitoring system operations • 42

S Scheduling backups • 31 Starting the voice system • 40 Stopping and starting the voice system • 37 Stopping the voice system • 38 System administration tours • 9 System monitoring • 41

Documents

Avaya™ Interactive Response...who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed