WebSphere Voice Response for AIX with DirectTalk … Voice Response for AIX with DirectTalk Technology Cisco ICM Interface User’s Guide Version 61. SC34-7077-00

WebSphere Voice Response for AIX with DirectTalkTechnology

Cisco ICM Interface User’s Guide

Version 6.1

SC34-7077-00

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WebSphere Voice Response for AIX with DirectTalkTechnology

Cisco ICM Interface User’s Guide

Version 6.1

SC34-7077-00

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Note

Before using this information and the product it supports, read the general information under “Notices” onpage 143.

This edition applies to Version 6, Release 1 of IBM WebSphere Voice Response for AIX with DirectTalk Technology(program number 5724-I07), and to all subsequent releases and modifications until otherwise indicated in neweditions. Make sure you are using the correct edition for the level of the product.

© Copyright International Business Machines Corporation 1991, 2009.US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contractwith IBM Corp.

Contents

Figures. . . . . . . . . . . . . . v

Tables. . . . . . . . . . . . . . vii

About this book . . . . . . . . . . ixWho should use this book . . . . . . . ixHow to use this book . . . . . . . . . ixTerms used in this book . . . . . . . . ixFollowing the procedures in this book. . . . xTypographic conventions . . . . . . . . xAccessibility . . . . . . . . . . . . xiNotes on terminology . . . . . . . . . xiWhere to find more information . . . . . xii

Useful Web sites . . . . . . . . . xiiMaking comments on this book . . . . . xii

Chapter 1. Introduction . . . . . . . . 1Cisco ICM custom server overview. . . . . 1Application development for Cisco ICM . . . 3

Chapter 2. Installing and configuring theCisco ICM custom server . . . . . . . 5Installation prerequisites . . . . . . . . 5Installation procedure . . . . . . . . . 5Running the installation verification test . . . 6Migration . . . . . . . . . . . . . 7Coexistence . . . . . . . . . . . . 7SSI and HACMP error handling. . . . . . 7Configuring for Java . . . . . . . . . 8Deconfiguring Java . . . . . . . . . . 9

Chapter 3. Starting the Cisco ICM customserver . . . . . . . . . . . . . . 11Starting the Cisco ICM custom serverautomatically . . . . . . . . . . . 12The Cisco ICM simulator. . . . . . . . 12Custom server parameters . . . . . . . 12Running multiple instances of the Cisco ICMcustom server . . . . . . . . . . . 17Service definition file . . . . . . . . . 18If you have a problem . . . . . . . . 20

Chapter 4. Application development usingstate tables . . . . . . . . . . . . 21

Call Routing Interface (CRI). . . . . . . 21CRI custom server functions for state tables 24

Call_Cleared_Event . . . . . . . . 24Delivered_Event . . . . . . . . . 24Diverted_Event . . . . . . . . . . 25Get_CallID . . . . . . . . . . . 25Get_Route. . . . . . . . . . . . 26Get_ServiceID . . . . . . . . . . 28New_Transaction_Event . . . . . . . 28Originated_Event . . . . . . . . . 29Route_End_Event . . . . . . . . . 29Route_Request_Event . . . . . . . . 30Set_Call_Variables_Event . . . . . . . 32Set_Instance_Number . . . . . . . . 33Set_VRU_Status_Variables . . . . . . 34

Event Data Feed and Call Routing InterfaceStatus Codes . . . . . . . . . . . . 34Service Control Interface (SCI) . . . . . . 35

Service Control Interface usage overview 36Expanded Call Context Variables . . . . 36Service Control Interface using state tables 37

SCI custom server functions for state tables 38Cancel . . . . . . . . . . . . . 38Connect . . . . . . . . . . . . 39Connect_To_Resource . . . . . . . . 41Create_DialogueID . . . . . . . . . 42Dialogue_Failure_Conf_Send . . . . . 43Dialogue_Failure_Event_Send . . . . . 43Dialogue_Failure_Event_Recv . . . . . 44Event_Report . . . . . . . . . . 44New_Call . . . . . . . . . . . . 45New_Call_Extended . . . . . . . . 47New_Dialogue . . . . . . . . . . 49Register_Variables . . . . . . . . . 50Release. . . . . . . . . . . . . 51Release_DialogueID . . . . . . . . 52Request_Instruction . . . . . . . . 52Retrieve_Index_Value . . . . . . . . 54Resource_Connected . . . . . . . . 54Run_Script_Request . . . . . . . . 55Run_Script_Result . . . . . . . . . 56Run_Script_Result_Extended . . . . . 58

Chapter 5. Application development usingJava . . . . . . . . . . . . . . 61

© Copyright IBM Corp. 1991, 2009 iii

Service Control Interface (SCI) . . . . . . 61Service Control Interface usage overview 61Expanded Call Context Variables . . . . 62Service Control Interface using Java . . . 62

The Java CTICisco Application ProgrammingInterface . . . . . . . . . . . . . 63

CTICiscoReturn object . . . . . . . 64CTICiscoCallVars object . . . . . . . 65

SCI custom server functions for Java . . . . 67cancel . . . . . . . . . . . . . 67connect . . . . . . . . . . . . 68connectToResource . . . . . . . . . 71dialogueFailureConfSend. . . . . . . 73dialogueFailureEventRecv . . . . . . 74dialogueFailureEventSend . . . . . . 75eventReport . . . . . . . . . . . 75newCall . . . . . . . . . . . . 76registerVariables . . . . . . . . . 79release . . . . . . . . . . . . . 81requestInstruction . . . . . . . . . 82resourceConnected . . . . . . . . . 83runScriptRequest . . . . . . . . . 84runScriptResult . . . . . . . . . . 87waitForEvent. . . . . . . . . . . 89

Chapter 6. Service Control Interfacescenarios and examples . . . . . . . 91Call #1) Arriving call not under ICM scriptcontrol (for a state table application) . . . . 91Call #2) Arriving call already under ICMscript control (for a Java application) . . . . 92Call #3) Arriving call already under ICMscript control, and the script requested to berun does not exist (for a state tableapplication) . . . . . . . . . . . . 93Call #4) Arriving call not under ICM scriptcontrol, and a Cancel request is received (fora Java application) . . . . . . . . . . 94Call #5) Arriving call not under ICM scriptcontrol, and a Failed Cancel request isreceived (for a state table application) . . . 96Call #6) Arriving call not under ICM scriptcontrol and receives a Release Request (for aJava application) . . . . . . . . . . 98Call #7) TimeOut during dialog creation (fora state table application) . . . . . . . 100

Call #8) Arriving call not under ICM scriptcontrol, and a Cancel request is received,VRU instructed to transfer call (for a Javaapplication) . . . . . . . . . . . . 101Service Control Interface codes . . . . . 103

Appendix A. Application launch file . . . 115

Appendix B. Cisco ICM simulator . . . . 117Set_Simulation_Variables . . . . . . . 118Set_Simulation_Variables Parameters . . . 119

Appendix C. Cisco ICM custom servererror messages . . . . . . . . . . 121

Appendix D. Format of status and tracedata . . . . . . . . . . . . . . 135Status data . . . . . . . . . . . . 135Trace data . . . . . . . . . . . . 137Printable ICM messages. . . . . . . . 142

Notices . . . . . . . . . . . . . 143Trademarks . . . . . . . . . . . . 145

Glossary . . . . . . . . . . . . 147

List of WebSphere Voice Response andassociated documentation . . . . . . 181WebSphere Voice Response software . . . 181IBM hardware for use with WebSphere VoiceResponse . . . . . . . . . . . . 182WebSphere Voice Response related products 182

WebSphere Voice Server. . . . . . . 182Unified Messaging for WebSphere VoiceResponse . . . . . . . . . . . 182AIX and the IBM pSeries computer . . . 182HACMP . . . . . . . . . . . . 183SS7 . . . . . . . . . . . . . 183Integrated Services Digital Network. . . 184

Bellcore Specifications for ADSI Telephones 185

Index . . . . . . . . . . . . . 187

iv Cisco ICM Interface User’s Guide

Figures

1. WebSphere Voice Response and ICM 12. Routing calls using ICM . . . . . . 23. Arriving call not under ICM script

control (for a state table application) . . 924. Arriving call already under ICM script

control (for a Java application) . . . . 935. Arriving call already under ICM script

control, and the script requested to berun does not exist (for a state tableapplication) . . . . . . . . . . 94

6. Call #4) Arriving call not under ICMscript control, and a Cancel request isreceived (for a Java application) . . . 95

7. Arriving call not under ICM control andFailed Cancel request received (for astate table application). . . . . . . 97

8. Arriving call not under ICM scriptcontrol and receives a Release Request(for a Java application) . . . . . . 99

9. TimeOut during dialog creation (for astate table application) . . . . . . 100

10. Arriving call not under ICM scriptcontrol, Cancel request received, VRUtransfers call (for a Java application). . 102

© Copyright IBM Corp. 1991, 2009 v

vi Cisco ICM Interface User’s Guide

Tables

1. ICM application interfaces to voiceresponse systems . . . . . . . . . 3

2. Format of the service definition file 193. Sample definition file . . . . . . . 194. Summary of the custom server functions 235. Event Data Feed and Call Routing

Interface Status Codes . . . . . . . 346. get methods for the CTICiscoReturn

object . . . . . . . . . . . . 647. get and set methods for the

CTICiscoCallVars object . . . . . . 66

8. Call Cleared causes . . . . . . . 1039. Label types . . . . . . . . . . 103

10. Status codes . . . . . . . . . . 10411. Status codes for a Java application 11012. Event codes . . . . . . . . . . 11213. Unsolicited event codes . . . . . . 11314. Application launch file used in the

installation verification test . . . . . 11515. Format of an application launch file 11516. Cisco ICM custom server error

messages . . . . . . . . . . . 121

© Copyright IBM Corp. 1991, 2009 vii

viii Cisco ICM Interface User’s Guide

About this book

This book explains how to install and use the Cisco ICM custom server andhow to link your IBM® WebSphere® Voice Response for AIX® with DirectTalk®

Technology system to the Cisco ICM.

GeoTel is now owned by Cisco Systems, and is called Cisco Intelligent ContactManagement software (Cisco ICM). WebSphere Voice Response for AIXsupports Cisco ICM version 1.0 through 7.0. If you want information aboutlater versions, contact your IBM representative. For information on Cisco ICMfunctions that are supported by WebSphere Voice Response, see “Cisco ICMcustom server overview” on page 1.

Who should use this book

This book is written for the person who wants to install the Cisco ICMcustom server, configure it, and write applications that use the custom serverfunctions.

You should be familiar with basic programming concepts, and how to useWebSphere Voice Response state tables and custom servers.

How to use this book

Read this book to become familiar with the Cisco ICM custom server and itsfunctions.

The appendixes contain reference information.

Terms used in this book

GeoTel custom server is now called Cisco ICM custom server. In this book, thename GeoTel custom server is only used where a direct reference to theinterface is being made, for example a desciption of an example window.

Throughout this book, Cisco Intelligent Contact Management (Cisco ICM) isreferred to as the ICM.

Reference is made to trunks and trunk groups. These are terms that are used byCisco in their specifications.

© Copyright IBM Corp. 1991, 2009 ix

A trunk is translated to a WebSphere Voice Response channel, which is similarto a single telephone line. A trunk group is similar to a WebSphere VoiceResponse channel group. It represents a collection of channels that are allusing the same signaling process.

This book uses the Cisco terminology.

Following the procedures in this book

The procedures assume that you are already familiar with using a mouse andwindow environment and that you know how to use the common actions,such as Save, to work with information. If you are new to WebSphere VoiceResponse, refer to the WebSphere Voice Response for AIX: User Interface Guide,which tells you how to log on and log off, and use the WebSphere VoiceResponse windows well.

Typographic conventions

This book uses the following typographic conventions:

boldfaceIdentifies an item that is in a WebSphere Voice Response window. Theitem might be a keyword, an action, a field label, or a pushbutton.Whenever one of the steps in a procedure includes a word inboldface, look in the window for an item that is labeled with thatword.

boldface italicsAre used for emphasis. Take extra care wherever you see bold italics.

italics Identify one of the following:v New terms that describe WebSphere Voice Response components or

concepts. A term that is printed in italics is usually followed by itsdefinition.

v Parameters for which you supply the actual names or values.v References to other books.

monospaceIdentifies one of the following:v Text that you type in an AIX window. Because AIX is case sensitive,

ensure that you type the uppercase and lowercase characters exactlyas shown.

v Names of files and directories (path names).

x Cisco ICM Interface User’s Guide

Accessibility

WebSphere Voice Response for AIX is a voice application enabler. Theapplications that are developed to run on WebSphere Voice Response providetelephone access to business data and services. In this way, WebSphere VoiceResponse provides accessibility for people who cannot access the data andservices by using regular Web pages or traditional graphic interfaces. Thesetelephone user interfaces are fully accessible to people who are blind or havelow vision and, if speech recognition is used, to people with mobilityimpairments or limited hand use. Speech recognition capability can beprovided by products such as IBM WebSphere Voice Server. In addition,support for users of Telephony Devices for the Deaf (TDD) is provided as partof the WebSphere Voice Response product.

With WebSphere Voice Response you can perform many applicationdevelopment and system administration tasks with a text editor or linecommands—these are accessible if you use a screen reader product tointerface with them. Also, the default settings of the WebSphere VoiceResponse graphical user interface can be changed to produce large fonts andhigh contrast colors. Details of how to use these accessibility features can befound in the WebSphere Voice Response for AIX: User Interface Guide.Alternatively, application development can be done with Java™ or VoiceXMLdevelopment tools that are supplied by IBM and third parties.

You can also use a screen-reader product to access the WebSphere VoiceResponse publications in HTML format (for details of their availability refer to“List of WebSphere Voice Response and associated documentation” on page181 at the back of this book).

Notes on terminology

v A glossary of commonly-used terms is at the end of this book.v The full product name of WebSphere Voice Response for AIX with DirectTalk®

Technology is generally abbreviated in this book to WebSphere Voice Response.v The term pSeries® is generically used in this book to refer both to PCI-based

RS/6000® computers and to appropriate models of the System p5® andpSeries ranges. (Consult your IBM representative for details of models thatare supported for use with WebSphere Voice Response.) RS/6000 computerswith an MCA bus are not supported.

v The IBM Quad Digital Trunk Telephony PCI Adapter is generally referred to inthis book by its abbreviation DTTA. This adapter is a replacement for theIBM ARTIC960RxD Quad Digital Trunk PCI Adapter, which is generallyreferred to by the abbreviation DTXA. The DTXA is not supported withWebSphere Voice Response Version 6.1.

About this book xi

v References made to the VoiceXML 2.1 specification are intended to includeVoiceXML 2.0 unless otherwise specified.

Where to find more information

The information provided in the WebSphere Voice Response library will helpyou complete WebSphere Voice Response tasks more quickly. A complete listof the available books and where you can obtain them is shown in “List ofWebSphere Voice Response and associated documentation” on page 181.

Useful Web sites

The following Web sites are useful sources of information about WebSphereVoice Response and related products:

WebSphere Voice Responsehttp://www.ibm.com/software/pervasive/voice_response_aix/

IBM WebSphere developerWorks resources (including WebSphere Voiceproducts)

http://www.ibm.com/developerworks/websphere/zones/voice/

VoiceXML Version 2.0 and 2.1 specificationshttp://www.w3.org/TR/voicexml21/

http://www.w3.org/TR/voicexml20/

CCXML Version 1.0 specificationhttp://www.w3.org/TR/2007/WD-ccxml-20070119/

GenesysFor more information on Genesys products go to the Genesys Website at http://www.genesyslab.com

Making comments on this book

If you especially like or dislike anything about this book, feel free to send usyour comments.

You can comment on what you regard as specific errors or omissions, and onthe accuracy, organization, subject matter, or completeness of this book. Pleaselimit your comments to the information that is in this book and to the way inwhich the information is presented. Speak to your IBM representative if youhave suggestions about the product itself.

When you send us comments, you grant to IBM a nonexclusive right to use ordistribute the information in any way it believes appropriate withoutincurring any obligation to you.

xii Cisco ICM Interface User’s Guide

http://www.ibm.com/software/pervasive/voice_response_aix/

http://www.ibm.com/developerworks/websphere/zones/voice/



http://www.w3.org/TR/2007/WD-ccxml-20070119/

http://www.genesyslab.com

You can get your comments to us quickly by sending an e-mail [email protected]. Alternatively, you can mail your comments to:

User Technologies,IBM United Kingdom Laboratories,Mail Point 095, Hursley Park,Winchester, Hampshire,SO21 2JN, United Kingdom

Please ensure that you include the book title, order number, and edition date.

About this book xiii

xiv Cisco ICM Interface User’s Guide

Chapter 1. Introduction

This chapter gives you a short summary of the Cisco ICM custom server. Thefollowing chapters tell you about installing this component, checking theinstallation, and writing applications to use the Cisco ICM custom server.

The Cisco ICM custom server is an integrated component of WebSphere VoiceResponse for AIX. It allows you to use the ICM over a TCP/IP link (seeFigure 1.)

The ICM allows you to create an organization-wide virtual call center andprovide improved call distribution performance. For more information aboutthe ICM, see Cisco’s Web pages at http://www.cisco.com.

Cisco ICM custom server overview

The Cisco ICM custom server enables a WebSphere Voice Response system tocommunicate with an ICM over a TCP/IP link. The ICM gathers informationabout the state of the trunks on the WebSphere Voice Response system andabout the calls that are processed.

The ICM coordinates the delivery of voice and data to a targeted answeringresource across the organization, where the resource might be an InteractiveVoice Response (IVR) or a call center agent.

Cisco ICMcustom server

pSeries

Voiceprocessing

WebSphereVoice

ResponseCisco ICM

Call router

TCP/IP link

Figure 1. WebSphere Voice Response and ICM

© Copyright IBM Corp. 1991, 2009 1

Using network-provided data, caller-entered digits, and information obtainedfrom a customer-profile database, the ICM determines who is calling and why.Real-time information is also gathered by the ICM from the call centersystems to track the resources available to meet the customer’s needs. Thiscombination of data is processed through user-defined routing scripts thatshow a company’s business rules. This process enables the ICM to direct eachcall and related data to the optimal resource anywhere in the organization.This data can also be used to create historical reports of inbound calls,outbound calls, abandoned calls, and the services that have been used.

Figure 2 Shows how ICM could route calls to the correct agents in anorganization.

The ICM provides five application interfaces that can be used to interface withvoice response systems. Table 1 on page 3 shows what these interfaces are, theservices that they provide, and their compatibility with WebSphere VoiceResponse.

Transferringfunds Opening

accountFrench-speaking

enquiry

Call centersupervisor

Financialservicesexpert

Financialservicesexpert

French-speakingagent

Investing$50,000

CiscoICM

routingWebSphereVoiceResopnse

WebSphereVoice Responsewith Cisco ICMcustom server

Figure 2. Routing calls using ICM

2 Cisco ICM Interface User’s Guide

Table 1. ICM application interfaces to voice response systems

Application interfacename

Description of function

CompatiblewithWebSphereVoiceResponse?

Compatiblewith statetableapplications?

Compatiblewith Javaapplications?

Event data feedinterface (EDFI)

Provides a means for the voiceresponse system to send statusinformation to the ICM for callrouting and monitoringpurposes.

Yes Yes No

Poll data feed Provides the same informationto the ICM as the event datafeed interface does, but thereal-time monitoringinformation is limited.

This is offered as an interfacefor voice response platformsthat cannot implement the eventdata feed interface.

No, becausethe eventdata feedinterface isused.

No No

Call routing interface(CRI)

The voice response system usesthis interface to request routinginstructions for calls that mustbe transferred.

Yes Yes No

Time synchronizationinterface

This interface can be used tosynchronize the voice responsesystem clock with the ICM clockto ensure that times arereported consistently.

No No No

Service controlinterface (SCI)

This interface is used to allowthe ICM to providecall-handling instructions to avoice response system.

Yes Yes Yes

The Cisco ICM custom server can be used in a standard PSTN telephonynetwork environment or in a Voice over IP environment and is compatiblewith Cisco’s IPCC architecture.

Application development for Cisco ICM

The custom server supports input from one application programmingenvironment at a time. It must be started in either Java or state table mode.

Chapter 1. Introduction 3

State tables

A state table specifies the logic of the interaction of an application with callersand contains a sequence of instructions (states) that perform the activities of avoice application. Each state defines an action to be performed. The result ofeach action controls which state is executed next. A state table can call acustom server, invoke other state tables, and use prompts and voice segments.The Cisco ICM application calls functions from the Cisco ICM custom server.

WebSphere Voice Response detects an incoming call and requests routinginstructions from the ICM. The ICM responds with routing instructions for thecalling application. A possible sequence of Cisco ICM custom server functionsin a routing dialog is:v Get_CallIDv Route_Request_Eventv Get_Routev Route_End_Event

The ability to call a custom server within an application greatly expands thecapabilities of WebSphere Voice Response.

Java

Java applications provide the same functionality as state tables do, but unlikethe proprietary state table programming environment, Java is an openinterface. Java is also very easy to integrate with other systems so call controlcan be fully integrated with Cisco ICM.

WebSphere Voice Response needs to be running an instance of the Java andVoiceXML environment to provide the interface between the Java applicationand WebSphere Voice Response.

With WebSphere Voice Response for AIX, you can use Java as a wrapper layerto integrate VoiceXML dialogs with existing state table applications. Forexample, if you have state tables that provide standard dialogs or that invokecustom servers to access databases, you can continue to use these with yournew VoiceXML applications.

A possible sequence of Java methods in a Service Control Interface dialog is:v newCallv waitForEventv runScriptRequestv runScriptResult


Chapter 2. Installing and configuring the Cisco ICM customserver

This chapter explains how to install and configure the Cisco ICM customserver which is supplied as an installp image. You use the smitty command ofthe System Management Interface Tool (SMIT) to install it.

When installing the Cisco ICM custom server, refer to the “Installing theWebSphere Voice Response software” procedure in the WebSphere VoiceResponse for AIX: Installation guide.

When you have installed the component, import the custom server and statetable. Run the installation verification test to ensure that the installation wassuccessful.

Installation prerequisites

Before you start installing the software, there are some things that you need tocheck. These are described here.v Ensure that you have a copy of WebSphere Voice Response for AIX:

Installation.v Ensure that you have enough disk space for the components that you are

installing. Use the procedure described in “Ensuring you have enoughspace for the new software” in WebSphere Voice Response for AIX: Installation.

Installation procedure

The Cisco ICM custom server is put into the Cisco application as described inthis section.1. Install the package: Following the instructions that are given in “Installing

the WebSphere Voice Response software” in WebSphere Voice Response forAIX: Installation, use SMIT to install the dirTalk.GEOTEL package.

2. Start WebSphere Voice Response: Start WebSphere Voice Response, andlog in to the user account that you use for WebSphere Voice Responseadministration.

3. Import the Cisco ICM custom server: From the WebSphere VoiceResponse Welcome window, click Applications to open the Applicationswindow, then click Application —> Import —> Replace —> File toimport /usr/lpp/dirTalk/sw/geotel/geotel.imp. When the import iscomplete, click View —> Refresh to see the imported objects.


Running the installation verification test

This section describes how to run the installation verification test to checkwhether the Cisco ICM custom server is correctly installed. This test uses astate table to run all the custom server functions that are in simulation mode.The system uses the application launch file to test the state table seeAppendix A, “Application launch file,” on page 115.

Before you run the installation verification test, ensure that WebSphere VoiceResponse is running with telephony hardware enabled, and that the SystemMonitor channels are “idle”.

Run the installation verification test as follows:1. Change to the GeoTel_dir directory by entering, on a command line:

cd $CUR_DIR/ca/GeoTel_dir

2. Start the test by entering:geotest

3. A series of messages from the Cisco ICM state table is written to theterminal.

4. When you see the message ″Exiting state table″, end the test by keyingCtrl+C.

5. View the GeoTel.log file in the $OAM_LOG_PATH directory. Toward theend of the file is the message:All nn tests have completed successfully.

where n is a digit 0 through 9. The value of n can vary with the version ofthe software.

The installation verification test has completed.

You are now ready to customize the Cisco ICM custom server. To do this see“Custom server parameters” on page 12.

If you want to test whether the custom server works with WebSphere VoiceResponse channel groups and WebSphere Voice Response channel numbering,repeat the above instructions except for Step 2, where you must enter:geotest -c

Otherwise, physical WebSphere Voice Response trunk and channel numbersare used.


Migration

The process for migration to this version of the custom server is the same asthe process for installation, except that the custom server must be stoppedfrom the Custom Server Manager window before installation.

You should backup the service definition file before you migrate to a newversion of WebSphere Voice Response or of the Cisco ICM custom server.

An automatic migration tool to move from a state table application to a Javaapplication is not provided as part of the WebSphere Voice Response product.

Coexistence

This upgrade to the Cisco ICM custom server replaces the old custom serverand cannot coexist with a previous version. In a cluster of WebSphere VoiceResponse clients, which are not part of a single system image (SSI) cluster,each client can have a different version of the custom server under theconditions described here.v Each client must have a peripheral gateway (PG).v The PG has the correct software for the version of the Cisco ICM custom

server that the client is running.

In a cluster of WebSphere Voice Response clients that are part of an SSIcluster, the clients all run the same version of the Cisco ICM custom server.

Only one Cisco ICM custom server can be installed and run at any one timeon a single WebSphere Voice Response for AIX machine.

SSI and HACMP error handling

If a DB2® or NFS failure occur, WebSphere Voice Response client machineshandle an SSI cluster in the same way as they handle an SSI cluster that isrunning HACMP.

This section relates only to the Cisco ICM custom server, not to theapplication that might be accessing this custom server (the applicationdeveloper is responsible for this.) The developer is also responsible for thehandling of error conditions that occur in the application that are related toDB2 and NFS failures.

If either a DB2 or an NFS failure occurs where an IBM WebSphere VoiceResponse for AIX client is operating in an SSI cluster, the custom servercontinues to function normally if the executable is not paged out. In thiscondition, the operation is unpredictable and the custom server might fail. If itfails, the custom server must be restarted.

Chapter 2. Installing and configuring the Cisco ICM custom server 7

When the Cisco ICM custom server informs the ICM of any change in VRUstatus it does not refer to the WebSphere Voice Response run status. Therefore,it is best that for WebSphere Voice Response clients that are running in an SSIenvironment that has the Cisco component running, the ‘System Responseduring Server outage’ configuration is set to ‘Busy-out all telephony channels’.If an outage occurs, all channels are quiesced, and the Cisco ICM customserver reports the condition to the ICM. The ICM, therefore, no longer routescalls to that VRU if the ICM is configured so that it does not route calls tothat VRU (for example, all calls in this VRU might come from externalcallers), this configuration can be set to the user’s choices. Such a use for theconfiguration must be thought about when the network configuration is beingdesigned.

Configuring for Java

To configure Java for access to the Cisco ICM custom server, you need to editthe dtjenv file and the configuration file default.cff. The dtjenv file is used toinitialize local environment variables in the Java environment. The default.cfffile contains definitions of all your nodes, and all your applications, and isimported into the configuration database, config.cfd.

Full information on editing the default.cff file can be found in WebSphere VoiceResponse for AIX: Developing Java applications.

This section gives information only about things that need to be specificallyconfigured to use the Cisco ICM custom server with Java.

dtjenv file

Note: If you have DTBE installed, you will need to edit the dtjenv file toinitialize local environment variables. If you have VRBE_XML installed, youwill not need to edit the dtjenv file.

The dtjenv file is in the following directory /usr/lpp/dirTalk/DTBE/native/aix/dtjenv. The dtjenv file contains a comment:## Don't change anything below this line#

Directly above this commented text, you must type:export DTJ_CLASSPATH=$DTJ_CLASSPATH:${DTBE_HOME:-/var/dirTalk/DTBE}/server/ibmcticisco.jar

This line will configure the file for use with a Java application.


default.cff file

The CTIService provides information on a plug-in factory for ComputerTelephony Integration services. To configure a service for access to the CiscoICM, add the following to the default.cff file:CTIService=CiscoICM

Enabled=yesCTIClass=com.ibm.telephony.wvr.ctiplugins.cisco.CTICiscoFactoryInitServiceString=xxxx

;

where xxxx is equal to the port number specified after the -J parameter(information about this parameter can be found in “Custom serverparameters” on page 12.) However, defining InitServiceString is optional:v If a port number is defined after the -J parameter (for example -J6969) then

the InitServiceString is not optional and should be InitServiceString=6969.v If the -J parameter is used without a port, the default port number (7253)

will be used and InitServiceString does not need to be defined.

To define the voice response node for the custom server, add the followingline to the node section of the default.cff file:CTIService=CiscoICM,default

This must be defined for the voice response node on which the custom serveris installed.

Deconfiguring Java

To deconfigure Java, follow the instructions in this section.1. Remove the line of text that was added to the file dtjenv (see “dtjenv file”

on page 8.)2. Remove the CTIService statements from the file default.cff (see “default.cff

file.”)3. Edit the dtjenv file so that ibmcticisco.jar is referenced at the end of the

Java CLASSPATH. To do this, find the line that begins with the text:export CLASSPATH=

and add:${DTJ_HOME}/server/ibmcticisco.jar

to the end of the line. This step is necessary because the Java configurationdatabase file (config.cfd) will have had new classes from ibmcticisco.jaradded as a result of configuring the CTIService for CiscoICM. Theseremain in config.cfd until the next time the configuration database file isrebuilt.

Chapter 2. Installing and configuring the Cisco ICM custom server 9


Chapter 3. Starting the Cisco ICM custom server

This chapter explains how to start the Cisco ICM custom server and how totest it.

Note: In this chapter, where a specific window is being referred to, the nameGeoTel custom server is used (instead of Cisco ICM custom server) as this stillappears on the product windows.

To start the Cisco ICM custom server from the WebSphere Voice ResponseWelcome Window:1. Click Operations —> Custom Server Manager.2. Click Run Status of the GeoTel custom server.3. Click Start.

The run status changes to ACTIVE. A process ID is filled in.

When the Cisco ICM custom server is started:v The configuration parameters are verified.v The service definition file is loaded and verified.v The connection with the ICM is made. If the Cisco ICM custom server

cannot make the connection, it waits for a specified number of seconds,then tries again.

v A snapshot of the state of the trunks and services that are available onWebSphere Voice Response is sent to the ICM.

If any errors occur during the initialization of the Cisco ICM custom server,the initialization ends and error messages are written to the WebSphere VoiceResponse error log.

If the connection to the ICM is broken, an error is logged and the Cisco ICMcustom server tries to reconnect to the ICM. When the connection is broken, astatus code is returned to any application that is using the Cisco ICM customserver. When the ICM is reconnected, a snapshot of the state of the trunks andservices is sent to the ICM, and an information message is logged.


Starting the Cisco ICM custom server automatically

To start the Cisco ICM custom server whenever the system is restarted, followthe procedure described in this section.1. Click Operations —> Custom Server Manager.2. Click IPL Status of the GeoTel custom server.3. Click AUTOEXEC.

The Cisco ICM simulator

By using the Cisco ICM simulator you can test your Cisco ICM custom serverand state tables when the server is not connected to an ICM. Details of thesimulator are in Appendix B, “Cisco ICM simulator,” on page 117.

Custom server parameters

For WebSphere Voice Response to communicate correctly with the ICM, youmust set some command line parameters for the Cisco ICM custom server.The default is for the custom server to start in state table mode. Use theparameters listed in this section to customize the behavior of the customsever:

-A <application launch file>Defines the name of an application launch file, which is used whenstate tables are tested. See Appendix A, “Application launch file,” onpage 115.

-B <index number>Defines the range of dialogue IDs for use by each VRU so that thedialogue IDs that are used are unique across all VRUs in a VRU/VRUPG pair. index number is an Integer in the range 1 through 200 thatmust be unique across all VRUs in a VRU/VRU PG pair. This Integeris used to calculate the range of dialogue IDs that each VRU uses; thisrange is ((<index number> * 500000) +1) through ((<index number> +1) * 500000).

-c Specifies that WebSphere Voice Response channel groups and logicalchannel numbers are to be used for reporting data that relates totelephony traffic to the ICM. If this parameter is not specified,WebSphere Voice Response physical card numbers and physicalchannel numbers are used when reporting telephony traffic to theICM.

Note: If the -J parameter is used, -c does not need to be specified aschannel groups and logical channel numbers will be used forreporting data to the ICM by default.


-d <debug level>Defines whether to run the custom server in debug mode.

The following values for debug level can be specified:

1 or blankPrints the contents of messages that flow between the customserver and the ICM.

2 Prints the following:v The data that is printed when -d1 is specifiedv The contents of messages that flow between the processesv The names of the procedures that are run

3 Prints the following:v The data that is printed when -d2 is specifiedv The contents of many of the variables

Debug information is written to the GeoTel.Log file.

-e <seconds>Indicates that trunk group status messages should be sent every<seconds> seconds. The time interval must be in the range 1–600seconds; the default value is 60 seconds. Applying this parametermodifies the behavior of the trunk group status message, such thattrunks are considered out of service if they are busy, in addition towhen they are actually out of service (blocked or unavailable). It alsoallows the use of the parameter to modify the frequency at which thischeck is made. This parameter should be used in environments wheretrunk availability data is critical to the performance of the platform,and where it is not possible to achieve the same results using data onthe Cisco ICM platform.

-f <service definition file name>Defines the name of the service definition file that is described in“Service definition file” on page 18.

-g <parameter definition file>The fully qualified name of the parameter definition that you areusing as the configuration parameters for the custom server.See“Running multiple instances of the Cisco ICM custom server” onpage 17 for more information.

-h <host machine name>Defines the host (TCP/IP) name of the machine to which the CiscoICM simulator is to connect. It is stated as a name that is listed in the/etc/hosts file, or as an IP address in dotted-quad notation. Forexample, if the Cisco ICM custom server is on a machine called “leo”,specify the parameter as -hleo.

Chapter 3. Starting the Cisco ICM custom server 13

-I Controls the debug informational messages that print to theGeoTel.Log file. If this flag is provided on the command line or in theproperties window, these messages are printed. If the flag is notprovided, the messages are not printed. This parameter is usefulbecause it provides a level of debug that does not need such large filesizes or use as much disk space as the -d flag does. This flag performsthis function only on Service Control Interface messages (that is, withthe -U parameter selected).

-J <port number>Instructs the custom server to start in Java mode. If you need tochange the port number of the socket connection to Java, specify anumber after the -J parameter. This number must match theInitServiceString in the Java configuration file. If no port number isspecified, a default port number (7253) is used (and InitServiceStringwill not need to be defined.) For further information see “Configuringfor Java” on page 8.

Note: If the custom server is started in Java mode, it cannot be usedwith state table applications, and vice versa.

-K Indicates that the VRU supports the event data feed interface.

-L Indicates that the VRU supports the Call Routing Interface.

-l <log file name>Defines the name of the log file into which status and trace data iswritten. The default name is $OAM_LOG_PATH/GeoTel.Log. Whenthe simulator is running in stand-alone mode, the default name is$OAM_LOG_PATH/GeoTel.Simulator.Log. The format of the statusand trace data is described in Appendix D, “Format of status andtrace data,” on page 135.

Each time the custom server is started, data is appended to the logfile. When the size of the log file reaches 500 000 bytes, it is renamedby appending a date stamp to its name.

-n <number of instances>The number of instances of the Cisco ICM custom server that youwant to run. Possible values are 1 to 5 inclusive. See “Runningmultiple instances of the Cisco ICM custom server” on page 17 formore information.

-p <port number>Defines the TCP/IP port number that is to be used to communicatewith the ICM. The port number parameter is not required if the -sparameter is specified. If the -s and -p parameters are both specified,-p is used.


-s <service name>Defines the name of the service that is held in the /etc/services file. Itis used to determine the port number that is to be used tocommunicate with the ICM.

-T <test setup>Defines how a test system is set up. To test the Cisco ICM customserver when it is not connected to an ICM, you can use this parameterto set up a test system. The test system can be set up either to run theCisco ICM simulator as an additional process of the custom server, orto run the Cisco ICM simulator as a stand-alone process on a differentmachine. See Appendix B, “Cisco ICM simulator,” on page 117. Thevalues for test setup can be:

1 or blankTo run the simulator as an additional process in the customserver.

2 To run the simulator in stand-alone mode. If it is run on asecond machine, the Cisco executable must be installed on thesecond machine.

-t <connection timeout>Defines how long, in seconds, the custom server can try to connect tothe ICM before the custom server is stopped. If this parameter isomitted, the custom server tries to connect until it succeeds, or isstopped.

-U Indicates the VRU supports the Service Control Interface. Thisparameter is ignored if the ICM is at a version that is lower than 4.

-V Indicates that the VRU supports the run script feature. This feature isavailable only if the -U parameter is selected.

-W Indicates that the VRU supports the connect instruction to retargetcalls. This is available only if the -U parameter is selected.

-X Indicates that the VRU supports the release call operation. This isavailable only if the -U parameter is selected.

-Y Indicates that the VRU supports the cancel request operation. This isavailable only if the -U parameter is selected.

-Z Indicates that the VRU supports the blind transfer feature.

-z <time zone delta>Defines the existing local time difference, in seconds, from UTC time(coordinated universal time). If this parameter is not specified, thesystem time zone delta is used.


Examples

In the following examples, where you are asked to enter a character string,you can type it on the command line while in the $CUR_DIR/GeoTel_dirdirectory for the GeoTel custom server (the GeoTel custom server is openedfrom the Custom Server Manager window.)1. To run the Cisco ICM custom server so that it communicates with an ICM

on host 192.9.200.2, use:v port 44444v A service definition called service.def

v The EDFI and CRI interfaces (enabled)

and enter the following:GeoTel -K -h192.9.200.2 -p44444 -fservice.def

2. To run the Cisco ICM custom server so that it communicates with an ICMon host leo, and writes status data into my.log, use:v Service dt6000

v A service definition called service.def


and enter the following:GeoTel -K -sdt6000 -fservice.def -lmy.log -hleo

3. To run the Cisco ICM custom server so that it communicates with an ICMon port 7001, and writes status data into the default log file, use:v A service definition called service.def

v Channel groups and logical channel numbers for reporting telephonytraffic


and enter the following :GeoTel -K -p7001 -fservice.def -c

4. To test a state table using the Cisco ICM simulator running on port 9000,use:v A service definition file called service.def


and enter the following:GeoTel -K -p9000 -fservice.def -T

Note: You must enter this example from the command line because youneed to be able to enter input to the Cisco ICM simulator.


5. To run the Cisco ICM custom server so that it communicates with host192.9.200.2, and has the Run_Script, Connect, Release and Canceloperations enabled, use:v Port 7001v A service definition file called service.def

v The SCI interface (but not the EDFI or CRI interfaces enabled)

and enter the following:GeoTel -p7001 -h192.9.200.2 -fservice.def -U -V -W -X -Y

6. To run the Cisco ICM custom server so that it communicates with host192.9.200.3 and has the Run_Script operation supported, use:v Port 7001v A service definition file called service.def

v The SCI and EDFI interfaces enabled

and enter the following:GeoTel -p7001 -h192.9.200.3 -fservice.def -K -U -V

7. To test a state table using the Cisco ICM simulator running on port 8000,that supports the Connect and Cancel operations, use:v A service definition file called service.def

v The SCI and EDFI interfaces enabled

and enter the following:GeoTel -p8000 -fservice.def -T -K -U -W -Y

Note: You must enter this example from the command line because youneed to be able to enter input to the Cisco ICM simulator.

8. To run the Cisco ICM custom server in Java mode so that it communicateswith host 192.9.200.3 and has the Run_Script operation supported, use:v Port 7001v A service definition file called service.def

v The SCI interface enabled

and enter the following:GeoTel -p7001 -h192.9.200.3 -fservice.def -U -V -J

Running multiple instances of the Cisco ICM custom server

In some scenarios, you may want to run multiple instances of the Cisco ICMcustom server on the same WebSphere Voice Response system. In order to dothis, the system should be started with only the –n and –g parameters asdescribed in “Custom server parameters” on page 12. The parameterdefinition file then contains all the attributes that are required for the differentcustom server instances.


Note that in a multi-instance environment only a single instance may beconfigured to use the Java and VoiceXML environment—multiple Javainstances are not supported. The format of this file is similar to the attributesthat you specify on the command line, however the instance number mustalso be specified for each parameter. For example, to specify the debug levelfor an instance, the file would list –d <instance number> <debug level>.Below is an example definition file:-d11-d20-d31-f1/home/dirTalk/current_dir/ca/GeoTel_dir/services1.def-f2/home/dirTalk/current_dir/ca/GeoTel_dir/services2.def-f3/home/dirTalk/current_dir/ca/GeoTel_dir/services3.def-B11-B22-B33-K1-K2-K3-U1-U2-U3-V1-V2-V3-W1-W2-W3-X1-X2-X3-Y1-Y2-Y3-Z1-Z2-Z3

Service definition file

This section describes how to use the service definition file, which is used todefine which services are available.

A service is a particular type of processing that a caller requires. For example,in a software company’s call center, a caller with a question about installingsoftware would be directed to the Technical Support service; a caller wantingto purchase software might be directed to the Sales service.

Assign a unique identifier for each service that you provide for your callers.Each call that is received or started by WebSphere Voice Response is linked toa service.


You assign a static identifier, a Service ID, to each service. The ICM uses theService ID to distinguish one service that is on the WebSphere Voice Responsesystem from another. The IDs are configured in the ICM central database andshould remain constant across WebSphere Voice Response restarts.

The ICM uses information about services to make call routing decisions. TheICM also provides this information in real time monitor screens and historicalreports.

The format of the service definition file is as follows. The fields are separatedby one or more blanks.

Table 2. Format of the service definition file

Field name Value Data type Max size

ServiceID The number of the service STRING 9

ServiceAvailable ″Y″ indicates the service isavailable. ″N″ or ″n″ indicate thatthe service is not available

STRING 1

StateTable The name of the state table thatruns the service, ended by a blank

STRING 15

ServiceName Descriptive name of the service STRING 39

Table 3 shows the service definition file that is used in the installationverification test.

Table 3. Sample definition file

* Service Definition File *

ServiceID ServiceAvailable StateTable ServiceName1 Y None General Info2 Y GeoTel1 Problem Support3 N GeoTel2 Not Available4 Y GeoTel3 Account Enquiry* The next entry is used to test outgoing calls

3001 Y S2 Number to Call

The service definition file is verified when the custom server is started orwhen a request is made to obtain a ServiceID.

During verification of the file the following checks are made:v If a record contains a non numerical value in the ServiceID field, it is

ignored. For example, in Table 3, records with ″*″ in the ServiceID field areignored.


v If the contents of the ServiceAvailable field is not ″Y″, the service is handledas being unavailable.

v The ServiceName field value for a service must be unique in the file. Anerror is reported if the field value is not unique.

v The StateTable field value for a service must be unique within the file. Anerror is reported if the field value is not unique.

v The ServiceID field value for a service must be unique within the file. Anerror is reported if the field value is not unique.

v There must be at least one available service. An error is reported if noservice is available.

v Blank lines are not permitted in the service definition file. If a blank line isincluded in the file, it will cause a duplicated record error.

Each time a request is made to obtain a ServiceID, if the file has beenchanged, it is reloaded and verified again. If an error is found during anattempt to reload the file, reloading is ended and an error is logged. The CiscoICM custom server continues to operate with the previous version of the file.Any errors that are in the service definition file must be corrected before theCisco ICM custom server can be restarted.

If you have a problem

If you have a problem that you need help to solve, gather the informationdescribed here before contacting your IBM support representative:v The date your Cisco ICM custom server was built. You can find this in the

DTstatus.out file at the time the custom server was started.v Trace data that is in the DTstatus.out file.

For more information on trace data, see Appendix D, “Format of status andtrace data,” on page 135.


Chapter 4. Application development using state tables

This chapter contains information on both of the interfaces supported by thestate table application programming environment, namely, the Call RoutingInterface, and the Service Control Interface.

Call Routing Interface (CRI)

The Call Routing Interface enables WebSphere Voice Response to ask the ICMfor instructions on how to route (transfer) a call. WebSphere Voice Responsesupplies information about the call that is to be routed, and the ICM returns alabel that specifies how the call is to be routed. The label is a character stringthat encodes the instructions for routing the call. For example, a label mightconsist of the digit-sequence that is needed to make the transfer; or it mightcontain the name of a program that is to be run to make the transfer.

WebSphere Voice Response requests routing instructions by invoking theRoute_Request_Event custom server function. This function starts a dialogbetween WebSphere Voice Response and the ICM that is identified by a crossreference ID. The ICM responds with routing instructions that the callingapplication obtains through the Get_Route custom server function. Theapplication ends the dialog by invoking the Route_End_Event custom serverfunction.

The sequence of custom server functions that are called in a routing dialog is:v Get_CallIDv Route_Request_Eventv Get_Routev Route_End_Event

WebSphere Voice Response can end the routing dialog before normalcompletion. For example, the application can invoke Route_End_Event beforeit invokes Get_Route in the event of a caller hanging up. If the ICM cannotsupply a route, a status code is returned from the Get_Route ReceiveDataaction.

You must issue Route_End_Event to end each Call Routing dialog inside a settime period, typically 10 seconds, from when you invoked Get_Route. TheICM system administrator sets the time period.

To send the result of the routing dialog to the ICM, use the Route_End_Eventcustom server function to set the status code to one of the following values:


0 If the routing transaction completed normally.

10 If the state table did not receive the routing data inside the specifiedtime.

14 If the label that the Get_Route custom server function gets is notacceptable to the state table.

If the ICM ends the routing dialog, it specifies the result by setting the statuscode (returned by the Get_Route custom server function) to one of thefollowing values:

5 If the dialed number that is provided in the Route_Request_Eventcustom server function is not known to the ICM.

10 If the ICM times out while it waits for a Route_End_Event customserver function to be run.

13 If the ICM cannot perform routing requests.

15 If the route request cannot be processed for any other reason.

The Call Routing Interface is also used when the ICM has routed the call toWebSphere Voice Response by a translation route. In this condition, the ICMhas additional information that is associated with the call, and the ICMarranges for the call to arrive at WebSphere Voice Response with a reservedDNIS value. WebSphere Voice Response recognizes this reserved DNIS valueand uses Route_Request_Event to request the additional information that isassociated with the call; the ICM provides the additional information that itgets by using the Get_Route custom server function.

The Cisco ICM custom server has several functions that you can call from astate table by using SendData and ReceiveData actions. These functions aresummarized in Table 4 on page 23.

Some parameters are optional. If an optional parameter is not to be sent to theICM it must be coded in the state table as the null string. The maximumlength of a string (the number of allowable characters) is given in squarebrackets after the data type.

The Call Routing Dialog column in Table 4 on page 23 indicates whether youcan invoke the function when a dialog is in progress. The EDFI/CRI columnin Table 4 on page 23 indicates the interface command set of which an event ispart of.


Table 4. Summary of the custom server functions

Activity Function

CallRoutingDialog?

State oftrunk Page

EDFI/CRI

A call has ended Call_Cleared_Event No ignored 24 EDFI

An inbound call hasbeen received

Delivered_Event Yes ignored 24 EDFI

A call has beendiverted to a newservice

Diverted_Event No busy 25 EDFI

Get an identificationfor a call

Get_CallID Yes N/A 25 EDFI

Get the data toenable the call to berouted

Get_Route Yes busy 26 CRI

Get the number of aservice

Get_ServiceID Yes N/A 28 EDFI

The call is to behandled as a newcall

New_Transaction_Event No busy 28 EDFI

An outbound callhas been made

Originated_Event No ignored 29 EDFI

A routing requesthas ended

Route_End_Event Yes ignored 29 CRI

The call is to berouted to anothernumber

Route_Request_Event No busy 30 CRI

Some variablesmust be reported tothe ICM

Set_Call_Variables_Event Yes N/A 32 EDFI

Some statusinformation must bereported to the ICM

Set_VRU_Status_Variables Yes N/A 34 EDFI

Chapter 4. Application development using state tables 23

CRI custom server functions for state tables

This section describes the CRI custom server functions for state tables indetail.

Call_Cleared_Event

This function is invoked after the TerminateCall action or after a callerhang-up has been detected to notify the ICM that the call has ended.

SendData

CallID (number)Obtained using the Get_CallID custom server function.

Cause (number)The reason for clearing the call (see Table 8 on page 103.)

ReceiveData

Status (number)A value in the list of status codes that is given in “Event Data Feedand Call Routing Interface Status Codes” on page 34.

Delivered_Event

This function is invoked after the AnswerCall action, to notify the ICM that aninbound call has been received by WebSphere Voice Response.

SendData


TrunkGroupID (number)Set to SV177 (Current Channel Group) if the -c is specified as one ofthe custom server parameters (see “Custom server parameters” onpage 12.) Otherwise set to SV166 (Physical Card Number).

TrunkNumber (number)Set to SV165 (Logical Channel Number) if the -c is specified as one ofthe custom server parameters (see “Custom server parameters” onpage 12.) Otherwise set to SV167 (Physical Channel Number).

ServiceID (number)Obtained using the Get_ServiceID custom server function. WhenServiceID is set to -1 the DNIS must be supplied, and is used by theICM to derive the service attribution.


ANI (string[40]) (optional)Set to SV186. If no ANI exists, SV186 contains ’?’ and is handled bythe custom server as an empty string.

UserToUserInfo (string[131]) (optional)Set to SV188.

DNIS (string[32]) (optional)Set to SV185.

ReceiveData


Related functions

Call_Cleared_Event notifies the ICM that the call has ended.

Diverted_Event

This function is invoked to notify the ICM that a new ServiceID is to be usedfor the call.

SendData


NewServiceID (number)Obtained using the Get_ServiceID custom server function.

ReceiveData


Get_CallID

Get_CallID obtains a call identifier. A new number is issued each time thefunction is used. This function is invoked at the start of the state table, beforea Delivered_Event, Originated_Event, or New_Transaction_Event.

SendData

No parameters.


ReceiveData

CallID (number)The number that is assigned by WebSphere Voice Response to identifythe call.


Note: The CallID that is returned is an Integer in the range 1-64000. TheGet_CallID function wraps the CallID when it reaches this upper limit.

Get_Route

This function is invoked after a Route_Request_Event to obtain the data thatis sent from the ICM that relates to the route requested.

For more information on using ECC variables, see “Expanded Call ContextVariables” on page 36.

SendData


CrossRefID (number)Set by the user to identify routing dialog.

ReceiveData

LabelType (number)The type of label:

1 Refers to the destination to which the call should be routed.

2 Indicates that the caller should receive a busy signal.

3 Indicates that the caller should receive ring-no-answer.

4 Indicates that further processing of the call is required.

5 Indicates that the default routing action should be taken.

Label (string[48])The destination to which the call should be routed.

CallVariable1 (string[40])Additional information relating to the call.

CallVariable... (string[40])Additional information relating to the call.


CallVariable10 (string[40])Additional information relating to the call.


ECCVarValueTag1 (number)(optional)The numeric tag value by which this variable is identified.

ECCVarValueString1(string[210])(optional)Call related data.

ECCVarValueTag... (number)(optional)The numeric tag value by which this variable is identified.

ECCVarValueString... (string[210])(optional)Call related data.


ECCVarValueString5 (string[210])(optional)Call related data.

ECCVarArrayTag1 (number)(optional)The numeric tag value by which this variable is identified.

ECCVarArrayIndex1 (number)(optional)A numeric array index identifier.

ECCVarArrayString1(string[210])(optional)Call related data.

ECCVarArrayTag... (number)(optional)The numeric tag value by which this variable is identified.

ECCVarArrayIndex (number)(optional)A numeric array index identifier.

ECCVarArrayString... (string[210])(optional)Call related data.



ECCVarArrayString5 (string[210])(optional)Call related data.

Note: If the Get_Route ReceiveData action times out, it is a good idea for thestate table to issue Route_End_Event. This causes the routing request to be


stopped and enables the state table to continue with normal call processing.The timeout might occur, for example, when the Peripheral Gateway (PG)does not retrieve the required call information from the ICM inside thespecified time. In this condition, the state table is most likely to clean up thecall and exit, having played the caller an appropriate message, because it isnot possible to route the call as the caller has requested. Further attempts toretrieve the routing information from the PG are permitted, but the likelihoodof these succeeding is low, given the initial failure.

Get_ServiceID

Get_ServiceID obtains the number that is associated with a Service. TheService can be a state table name or a service name in the Service Definitionfile (see “Service definition file” on page 18.)

SendData


Service (string[40])The service name for which a ServiceID is required.

ReceiveData

ServiceID (number)The number that is assigned to identify the service. If a Service cannotbe found a ServiceID of zero is returned.


New_Transaction_Event

This function is invoked to change the CallID and ServiceID of an existing callwithout disconnecting the caller.

SendData


NewCallID (number)Obtained using the Get_CallID custom server function again.

ServiceID (number)Obtained using the Get_ServiceID custom server function.


ReceiveData


Originated_Event

This function is invoked after the MakeCall action, to notify the ICM thatWebSphere Voice Response has made an outbound call.

SendData


TrunkGroupID (number)Set to SV177 (Current Channel Group) if the -c is specified as one ofthe custom server parameters else set to SV166 (Physical CardNumber).

TrunkNumber (number)Set to SV165 (Logical Channel Number) if the -c is specified as one ofthe custom server parameters else set to SV167 (Physical ChannelNumber).

ServiceID (number)Obtained using the Get_ServiceID custom server function.

UsertoUserInfo (string[131]) (optional)Set to SV188.

DigitsDialed (string[40]) (optional)Set to the number used as the first parameter of the MakeCall action.

ReceiveData


Related functions

Call_Cleared_Event notifies the ICM that the call has ended.

Route_End_Event

This function is used to notify the ICM that a routing dialog has ended. Usethis function to end each routing dialog.


SendData


CrossRefID (number)Set by user to identify routing dialog.


ReceiveData


Route_Request_Event

This function is invoked to determine how to transfer a call. It is issued beforea TransferCall action.

For more information on using ECC variables, see “Expanded Call ContextVariables” on page 36.

SendData

CallID (number)The ICM call variables that are associated with the call can beupdated in two ways depending on the value of CallID.1. If a CallID that was obtained through Get_CallID is specified,

those ICM call variables that have new values specified in theCallVariable arguments are updated.

2. If a CallID value of -1 is specified, those ICM call variables thathave new values specified in the CallVariable arguments areupdated, and the remaining ICM call variables are set to the nullstring.

CrossRefID (number)Set to identify the routing dialog. To avoid duplicate cross referencesbeing used at the same time, use Get_CallID to generate a uniquecross reference.

DialedNumber (string[40])Set to SV185.

ANI (string[40]) (optional)Set to SV186. If there is no ANI, SV186 will contain ’?’ and will betreated by the custom server as an empty string.


CED (string[40]) (optional)Set to the caller-entered digits.

CallVariable1 (string[40]) (optional)Set to a user-defined value.

CallVariable... (string[40]) (optional)Set to a user-defined value.



ECCVarValueString1 (string[210]))(optional)Call related data.


ECCVarValueString... (string[210]))(optional)Call related data.


ECCVarValueString5 (string[210]))(optional)Call related data.





ECCVarArrayIndex... (number)(optional)A numeric array index identifier.






ReceiveData


Set_Call_Variables_Event

This function is invoked to set the values of a set of ten variables that are heldby the ICM and are associated with the call.

SendData



CallVariable... (string[40]) (optional)Set to a user-defined value.


The following ECC variables are supported only with Service ControlInterface:




ECCVarValueString... (string[210])(optional)Call related data.













ReceiveData

Status (number)A value in the list of status codes as listed in “Event Data Feed andCall Routing Interface Status Codes” on page 34.

Set_Instance_Number

The Set_Instance_Number function should be issued by the state table at thestart of the application to specify with which GeoTel instance number this callis to communicate. This function call is required only in a multi-instanceenvironment; calling this function when the -n parameter has not beenspecified has no effect. This function call must be issued before issuing anyother function calls in a multi-instance environment.

SendData

InstanceNumber (number)The GeoTel instance number with which this call will communicate.

ReceiveData

Status (number)A return code of E_NO_ERROR is returned unless the instancenumber is invalid, in which case E_INVALID_INSTANCE_NUMBERis returned.


Set_VRU_Status_Variables

This function is invoked to set the values of a set of sixteen variables that areassociated with WebSphere Voice Response and are held by the ICM and arevisible to the ICM routing scripts.

SendData

CallID (number)Obtained using the Get_CallID custom server function

StatusVariable1 (number)Set to a user-defined value.

StatusVariable... (number)Set to a user-defined value.

StatusVariable16 (number)Set to a user-defined value.

ReceiveData

Status (number)A value in the list of status codes that is given in “Event Data Feedand Call Routing Interface Status Codes.”

Event Data Feed and Call Routing Interface Status Codes

This section lists the Event Data Feed and Call Routing Interface Status Codes.

Table 5. Event Data Feed and Call Routing Interface Status Codes

Code Description

0 No error occurred.

5 The dialed number specified is not known to the ICM.

10 A timeout has occurred.

11 The ICM is offline.

12 The request was refused because of a temporary condition.

13 The ICM routing service is not available.

14 WebSphere Voice Response did not accept the supplied route.

15 An unspecified error occurred.

100 The call ID is not valid.

101 The cause code is not valid.

102 A message transfer error has occurred.

103 An error has occurred while processing a queue.


Table 5. Event Data Feed and Call Routing Interface Status Codes (continued)

Code Description

104 The trunk group is not valid.

105 The trunk number is not valid.

106 The service ID is not available.

107 The CrossRefID is not valid. A Route_Request_Event might not have beenissued.

108 The status code is not valid.

109 The dialed number is not valid.

110 Service Definition File Error.

111 The state table name is too long.

112 The service name is too long.

113 Duplicate application name or service name.

114 Error with log file.

115 Error with input parameters.

116 Error with system management information.

117 The trunk is busy. The operation runs on an idle trunk.

118 The trunk is idle. The operation runs on a busy trunk.

119 A call routing sequence has not been ended, possibly because theRoute_End_Event custom server function has not been invoked.

120 The ICM has already ended the call routing sequence.

Service Control Interface (SCI)

The Service Control Interface (SCI) was introduced in version 4.1 of the ICM.The SCI enables the ICM to determine the call handling steps that areperformed by a VRU for each call, by running a script on the ICM. This scriptcan exchange messages with the VRU enabling the ICM to start specific VRUactions.

An enhancement in Cisco ICM V4.1 was the addition of the Expanded CallContext variables. For further details of these, see “Expanded Call ContextVariables” on page 36.

Note: If a call is under event data feed interface (EDFI), and a SCI message isissued against the call, the ICM fails the request. This failure is sent back tothe application by the custom server; it is the responsibility of the applicationdeveloper to handle this event.


Service Control Interface usage overview

The SCI enables an ICM Script to determine the call-handling steps that willbe performed by a VRU and to perform the requested action. The SCI must beinitialized before it is used. When initialized, the interface allows an ICMScript to control calls that arrive at a VRU. The calls might have beenpre-routed to the VRU by the ICM, or routed to the VRU by other methods.In either condition, a Service Control dialog must be started by the VRU foreach call that the ICM controls. The ICM Script starts the Service Controltransactions to the VRU by using a newly defined SCI message set. The VRUprocesses request messages and performs the requested action.

Acknowledgment messages are sent by the VRU to indicate that a request hasbeen completed. The Service Control dialog ends when one of the followingconditions occurs:v The ICM Script controlling the call has run to completion.v The call ends.v An unrecoverable error occurs.

The effect of this new method of call handling is that the ICM, which hasknowledge of the real time call load on a whole network, can instruct a VRUto perform a specific task, then cancel that request at any point. For example,this new method can be used to perform VRU queuing where a VRU isinstructed to play music to a caller while the ICM waits for a suitable agent tobecome available. When an agent becomes available, the ICM can instruct theVRU to stop playing music and transfer the call to the agent. In addition tothe request or response call control transactions, the VRU provides eventreports that indicate changes in call state. A Service Control dialog can bedefined as a conversation that is between the VRU and the ICM and consistsof one or more related call-control transactions. A Service Control dialogprovides the context under which the transactions are performed. When aService Control dialog has been made, the ICM controls the VRU callhandling with an ICM Script. When the ICM has taken control of a call, therouter keeps call control until the Service Control dialog is ended.

Expanded Call Context Variables

ICM version 4.1 onwards can support Expanded Call Context (ECC) Variables.After opening a session, and before using any ECC variables, the VRU mustsend a Register_Variables message to the ICM. The Register_Variablesmessage contains a flag for each of the ten standard call variables and anoptional list of ECC variable names.

The flags allow the VRU to select which call variables (CallVariable 1 throughCallVariable 10) it wants to receive from the ICM. The VRU is initially


assumed to have interest in all 10 standard call variables. The flags controlonly the sending of the call variable values from the ICM to the VRU.

Each ECC variable name has an associated tag value, chosen by the VRU, thatis used to identify the variable in all later messages. Each ECC variablesupplied contains a tag number and a string name. The tag number identifiesthe ECC variable in values to or from the VRU.

The Cisco ICM custom server allows you to register for to up to five ECCscalar variables and five ECC arrays using the Set_Call_Variables event. Usingthe Java interface, the custom server handles the sending and receiving of upto five array indices that are members of the ECC arrays. Although you canregister for up to five arrays, you can choose how these five indices arespread amongst the arrays. For instance you could have five arrays, each withone index, or you might decide to have a single array with five indices.

Using the state table interface, the custom server handles the sending andreceiving of up to 30 array indices that are members of the ECC arrays. Again,although you can register for up to 30 indices, it is your choice as to how theyare spread amongst the arrays. For example, you could have five arrays, eachwith 6 indices, or you may choose to have a single array with 30 indices.

Having registered for these variables, you can then set and retrieve theirvalues using the functions defined in this book. Note that many of thefunctions that send and retrieve data from the ICM interface allow the settingor retrieving of up to five array indices at a time. In order to exceed this limitfor receiving data, and utilize a larger number of array indices, call theRetrieve_Index_Value function the appropriate number of times to retrieve allthe required variables. In order to exceed the limit for sending data, utilize theNew_Call_Extended and Run_Script_Result_Extended function calls to sendthe required array values.

Service Control Interface using state tables

The approach to the state table interface that supports SCI is through solicitedand unsolicited events. The solicited events are SendData and ReceiveDataactions that are issued by the state table during call processing. Theunsolicited events are SendData and ReceiveData actions that are issued bythe state table after it receives event notification from the Cisco ICM customserver.

From the state table, the following SendData and ReceiveData actions can becategorized accordingly:

SolicitedCreate_DialogueID


Dialogue_Failure_Conf_Send

Dialogue_Failure_Event_Send

Event_Report

New_Call

New_Dialogue

Register_Variables

Release_DialogueID

Request_Instruction

Resource_Connected

Run_Script_Result

UnSolicitedCancel

Connect

Connect_To_Resource

Dialogue_Failure_Event_Recv

Release

Run_Script_Request

The state table is responsible for periodic checking of arrived events from thecustom server. This is done through the use of the WaitEvent state tableaction. This action allows the custom server to notify the state table that anevent has occurred that requires state table processing. The WaitEvent actionprovides information (in SV234) that can be used in a Case state table actionto determine which SendData or ReceiveData state table action to issue toreceive the UnSolicited event. Further information on the WaitEvent action canbe found in WebSphere Voice Response for AIX: Application Development usingState Tables. Codes for UnSolicited events are in “Unsolicited event codes” onpage 113.

SCI custom server functions for state tables

This section describes the SCI custom server functions for state tables.

Cancel

The Cancel is issued by the ICM to cancel a previously-requested operationthat is identified by its InvokeID.

The RequestID must match the InvokeID of the request that is to be canceled.


If they match and the operation is canceled, a Dialogue_Failure_Conf_Sendwith a status of E_OPERATION_CANCELLED must be sent.

If they match and the operation cannot be canceled, aDialogue_Failure_Conf_Send with a status ofE_OPERATION_NOT_CANCELLED must be sent.

If the IDs do not match, or the ID is no longer active, aDialogue_Failure_Conf_Send with a status of E_INVALID_INVOKEID mustbe sent.

SendData

DialogueID (number)Obtained using the Create_DialogueID function.

ReceiveData

InvokeID (number)An ID for this request that should be sent in the relatedDialogue_Failure_Conf_Send.

RequestID (number)The InvokeID of the previously issued request that is to be canceledas returned by the previous Run_Script_Request.

Status (number)A value from the list of status codes that describes the result of thisrequest. See Table 10 on page 104.

Connect

The Connect is issued by the ICM to connect the call to the destination that isidentified explicitly by the label, or implicitly by the label type.

If the connect cannot be processed, a Dialogue_Failure_Event_Send with astatus of E_UNSPECIFIED_FAILURE must be sent.

SendData


ReceiveData

LabelType (number)The type of label that is returned in this field.

Label (string[40])The destination to which the call must be routed.


TransferHint (number)Only present if the VRU supports the blind transfer feature. IfTransfer Hint is present, and set to true, the VRU PG can send aConnect or Connect_To_Resource message after this Connect.

CallVariable1 (string[40])(optional)Additional information that is related to the call.

CallVariable... (string[40])(optional)Additional information that is related to the call.



ECCVarValueString1(string[210])(optional)Call-related data.


ECCVarValueString... (string[210])(optional)Call-related data.


ECCVarValueString5 (string[210])(optional)Call-related data.



ECCVarArrayString1(string[210])(optional)Call-related data.



ECCVarArrayString... (string[210])(optional)Call-related data.






Connect_To_Resource

The Connect_To_Resource message is sent from the PG to the VRU to instructthe VRU to disconnect the outgoing leg of an existing call (if there is anoutgoing leg) and to prepare to accept a possible Run_Script_Request. TheVRU must respond with a Resource_Connected message.

SendData


ReceiveData

Label (string[40])The destination to which the call must be routed.













ECCVarArrayString1 (string[210])(optional)Call-related data.








Create_DialogueID

Create_DialogueID creates a dialog identifier. A new ID is issued each timethe function is called. This function must be called before any Service ControlInterface requests are issued. The returned value is required for all laterService Control Interface requests.

SendData

No Parameters.

ReceiveData

DialogueID (number)The ID that is assigned by the VRU to identify the dialog.



Dialogue_Failure_Conf_Send

The Dialog_Failure_Conf_Send is be issued from the state table to report thescript that is requested to be run if the Run_Script_Request or Cancel finds aproblem.

It is sent in response to an operation that cannot be performed. After sendingthis, the state table must receive more instruction from the ICM. If furtherinstruction does not arrive in a reasonable amount of time, aDialogue_Failure_Event_Send is sent with a status of E_TIMEOUT.

The InvokeID in the Dialogue_Failure_Conf_Send message must match theInvokeID from the request message. If they do not match, the ICM fails therequest and causes the state table to be signaled to issueDialogue_Failure_Event_Recv. The return status is E_INVALID_INVOKE_ID.

SendData


InvokeID (number)Set to the InvokeID that is returned by Cancel or Run_Script_Request.

ErrorCode (number)A value from the list of status codes that describes the reason forfailure of this request. See Table 10 on page 104.

ReceiveData



The Dialog_Failure_Event_Send is issued from the state table to report adialog failure that is in an unrecoverable state.

It can be sent from the state table to inform the ICM of an error, for example,if the dialog has had a fatal failure. When the Dialog_Failure_Event_Send isissued, the dialog is no longer active to the ICM. The dialog is still availableto the VRU so that any signaled events can be retrieved by the state table.

SendData




ReceiveData


Dialogue_Failure_Event_Recv

The Dialog_Failure_Event_Recv is issued from the state table to receive theErrorCode when a dialog fails in an unrecoverable state.

It can be sent from the ICM to inform the state table of an error, for example,if the dialog has had a fatal failure. When the Dialog_Failure_Event_Recv isissued, the dialog is no longer active to the ICM. The dialog is still availableto the VRU so that any signaled events can be retrieved by the state table.

SendData


ReceiveData



Event_Report

The Event_Report is issued to report that a call with a given dialog haschanged state. For more information on Event Codes, see “Event codes” onpage 112.

SendData


EventCode (number)The code that explains the detected event.


CauseCode (number)(optional)The code that describes the cause of the event can be acknowledgedonly if the event code is DISCONNECT or ABANDON.

ReceiveData


New_Call

New_Call is issued for calls arriving at the VRU that are not under ICM scriptcontrol. A Service Control dialog is created by this function. The successfulrunning of this function causes the received data to run a VRU based script.

New_Call is issued once during a call. If it is issued, then theRequest_Instruction is NOT issued.

If this request is successful, the ICM provides instructions in a reasonableamount of time. If the instructions are not provided, aDialogue_Failure_Event_Send is sent with a status code of E_TIMEOUT.

The DialedNumber is required. If the DialedNumber is not provided, the ICMfails the request and causes a signal to the state table to issue aDialogue_Failure_Event_Recv and the returned status codeE_INVALID_MESSAGE.

If the DialedNumber is not configured at the ICM, the state table is signaledto issue a Dialogue_Failure_Event_Recv and the returned status code ofE_INVALID_DIALED_NUMBER.

If the ICM cannot provide instructions because a script is not active for thegiven call type, the state table is signaled to issue aDialogue_Failure_Event_Recv and the returned status code E_NO_SCRIPT.

In all other fatal error conditions the state table is signaled to issue aDialogue_Failure_Event_Recv and the returned status codeE_UNSPECIFIED_FAILURE.

SendData


TrunkGroupID (number)The ID of the trunk group on which the call arrived. Set to SV177


(Current Channel Group) if the -c is specified as one of the customserver parameters. Otherwise set to SV166 (Physical Card Number).

When using SV177 as the TrunkGroupID, use the Assign Data statetable action to assign the value of SV177 to a numeric variable. Thisvariable should then be used as the value that is passed asTrunkGroupID.

TrunkNumber (number)The number of the trunk on which the call arrived. Set to SV165(Logical Channel Number) if the -c is specified as one of the customserver parameters. Otherwise set to SV167 (Physical ChannelNumber).

ServiceID (number)The ID of the service to which this call is assigned.

DialedNumber (string[32])The number that is used to determine the ICM call type.

ANI (string[40])(optional)The Calling line ID of the caller.

UserToUserInfo (string[131])(optional)The ISDN user-to-user information element.

CalledNumber (string[32])(optional)The complete called number from the network.

DNIS (string[32])(optional)The DNIS that is provided with the call.

CallVariable1 (string[40])(optional)Additional VRU information that is to be used when the ICM script isrun.

CallVariable... (string[40])(optional)Additional VRU information that is to be used when the ICM script isrun.


















ReceiveData


New_Call_Extended

The New_Call_Extended function allows the state table interface to send up to30 array values. The required parameters are the same as for New_Call (andthe resulting message to ICM is a New_Call) but with the ability to set moreECC Array values.

SendData



TrunkGroupID (number)The ID of the trunk group on which the call arrived. Set to SV177(Current Channel Group) if the -c is specified as one of the customserver parameters. Otherwise set to SV166 (Physical Card Number).When using SV177 as the TrunkGroupID, use the AssignData statetable action to assign the value of SV177 to a numeric variable. Thenuse this numeric variable as the value that is passed asTrunkGroupID.

TrunkNumber (number)The number of the trunk on which the call arrived. Set to SV165(Logical Channel Number) if the -c is specified as one of the customserver parameters. Otherwise set to SV167 (Physical ChannelNumber).

ServiceID (number)The ID of the service to which this call is assigned.

DialedNumber (string[32])The number that is used to determine the ICM call type






CallVariable... (string[40])(optional)Additional VRU information that is to be used when the ICM script isrun.


















ReceiveData


New_Dialogue

The New_Dialogue is issued to convert a call from Event Data Feed to a SCIdialog. This can be issued only after an Event Data Feed Delivered_Event hasbeen sent for the call.


When successfully sent the call is converted to Service Control and can issueonly SCI messages. It cannot issue Event Data Feed or Call Routing Interfacemessages.

This call can be issued only to an ICM of version 4.5 and above. Issuing thiscall to versions below this level causes the ICM to return the error conditionE_INVALID_MESSAGE.

SendData


CallID (number)The CallID of the existing Event Data Feed call.

ServiceID(number)The ID of the service for which the new call is assigned.

ReceiveData


Register_Variables

Register_Variables is issued to notify the ICM which Standard and Expandedcall variables the VRU is interested in for that call instance. This request isnecessary for support under ICM version 4 and above with SCI active.

SendData


CallVarFlag1 (number)Set to 1 if this variable is to be supplied by the ICM, or changed bythe VRU. Set to 0 if the VRU has no interest in the variable.

CallVarFlag... (number)Set to 1 if this variable is to be supplied by the ICM, or changed bythe VRU. Set to 0 if the VRU has no interest in the variable.

CallVarFlag10 (number)Set to 1 if this variable is to be supplied by the ICM, or changed bythe VRU. Set to 0 if the VRU has no interest in the variable.

ECCVarValueTag1 (number)(optional)A numeric tag value by which this variable is identified.


ECCVarValueString1(string[32])(optional)A string tag that is associated with this variable on the ICM.

ECCVarValueTag... (number)(optional)A numeric tag value by which this variable is identified.

ECCVarValueString... (string[32])(optional)A string tag that is associated with this variable on the ICM.

ECCVarValueTag5 (number)(optional)A numeric tag value by which this variable is identified.

ECCVarValueString5(string[32])(optional)A string tag that is associated with this variable on the ICM.

ECCVarArrayTag1 (number)(optional)A numeric tag value by which this variable is identified.

ECCVarArrayString1(string[32])(optional)A string tag that is associated with this variable on the ICM.

ECCVarArrayTag... (number)(optional)A numeric tag value by which this variable is identified.

ECCVarArrayString... (string[32])(optional)A string tag that is associated with this variable on the ICM.

ECCVarArrayTag5 (number)(optional)A numeric tag value by which this variable is identified.

ECCVarArrayString5(string[32])(optional)A string tag that is associated with this variable on the ICM.

ReceiveData


Release

The Release is issued by the ICM to release the specified call that is associatedwith the specified dialog.

If the release cannot be processed, a Dialogue_Failure_Event_Send with astatus of E_UNSPECIFIED_FAILURE is sent.

SendData



ReceiveData

Cause (number)The reason for clearing the call (see Table 8 on page 103.)


Release_DialogueID

Release_DialogueID removes a dialog identifier that was previously allocatedby the Create_DialogueID function. This function must be called at the end ofthe dialog or call. When this function is issued, you cannot use thisDialogueID to issue other SCI-related function calls.

SendData

DialogueID (number)The ID that is assigned by the VRU to identify the dialog.

ReceiveData


Request_Instruction

Request_Instruction is issued for calls arriving at the VRU that are alreadyunder ICM script control. The successful running of this function causes datareceived to run a VRU based script.

Request_Instruction should be issued only once during a call. If it is issued,then the New_Call should NOT be issued.

If this request is successful, the ICM provides instructions in a reasonableamount of time. If the Instructions are not provided, aDialogue_Failure_Event_Send is sent with a status code of E_TIMEOUT.

The DialedNumber is required. If the DialedNumber is not provided, the ICMfails the request. This causes a signal to the state table to issue aDialogue_Failure_Event_Recv and the returned status codeE_INVALID_MESSAGE.

If the ICM cannot provide instructions because a script is not active for thegiven call type, the state table is signaled to issue aDialogue_Failure_Event_Recv and the returned status code E_NO_SCRIPT.


In all other fatal error conditions the state table is signaled to issue aDialogue_Failure_Event_Recv and the returned status codeE_UNSPECIFIED_FAILURE.

SendData


TrunkGroupID (number)The ID of the trunk group on which the call arrived. Set to SV177(Current Channel Group) if the -c is specified as one of the customserver parameters. Otherwise, set to SV166 (Physical Card Number).

When using SV177 as the TrunkGroupID the value of SV177 shouldbe assigned to a numeric variable using the Assign Data state tableaction. This variable should then be used as the value that is sent asTrunkGroupID.

TrunkNumber (number)The number of the trunk on which the call arrived. Set to SV165(Logical Channel Number) if the -c is specified as one of the customserver parameters. Otherwise, set to SV167 (Physical ChannelNumber).

ServiceID (number)The ID of the service to which this call is attributed.

CorrelationID (string)(optional)The Correlation ID that is provided by an INAP network.

ANI (string[40])(optional)The calling line ID of the caller.




ReceiveData



Retrieve_Index_Value

The Retrieve_Index_Value can be issued by the state table application toretrieve the value of a specific array index that has been sent by the ICM. Thiscommand must be issued by the application after the variables have beenreceived from the ICM (in a message that contains the ECC variables) andbefore any other messages are picked up by the state table application. Forexample, this could be issued directly after a Run_Script_Request has beenissued. This function can be called repeatedly to retrieve multiple indexvalues. If the value of the array index cannot be found then a null string isreturned. If the DialogueID cannot be found then E_INVALID_DIALOGUEIDis returned.

SendData


ECCVarArrayTag (number)The numeric tag value by which this variable is identified.

ECCVarArrayIndex (number)The numeric array index identifier, the value of which you wish toretrieve.

ReceiveData

ECCVarArrayString(string[210])The call related data stored in the specified tag and index.

Resource_Connected

The Resource_Connected message is sent from the VRU to the PG to indicatethat the VRU has finished processing a Connect_To_Resource message and toshow that it is ready to accept a Run_Script, Connect, or Connect_To_Resourcemessage.

SendData


ReceiveData



Run_Script_Request

The Run_Script_Request is issued to receive the script and related callinformation that the ICM wants run for this call instance.

If the script that is to be run cannot be found, the state table must send aDialogue_Failure_Conf_Send with a status of E_INVALID_SCRIPT.

If the script cannot be run because of an invalid call variable, the state tablemust send a Dialogue_Failure_Conf_Send with a status ofE_CALL_VARIABLE1 ... E_CALL_VARIABLE10.

In any event, the state table must send a Run_Script_Result orDialogue_Failure_Conf_Send in response to the Run_Script_Request.

SendData


ReceiveData

InvokeID (number)An ID for this request that should be sent in the relatedRun_Script_Result or Dialog_Failure_Conf_Send.

ScriptID (string[40])The ID of the script that is to run on the VRU.

ScriptConfiguration(string[40])A configuration string that is configured in the ICM to select staticscript options.


CallerEnteredDigits (string[40])Digits that the caller enters.

CallVariable1 (string[40])(optional)Additional VRU information that is sent to the VRU to be used whenthe script is run.

CallVariable... (string[40])(optional)Additional VRU information that is sent to the VRU to be used whenthe script is run.

CallVariable10 (string[40])(optional)Additional VRU information that is sent to the VRU to be used whenthe script is run.


















Run_Script_Result

The Run_Script_Result is issued to inform the ICM that the specified script,requested to be run in the ReceiveData of the New_Call orRequest_Instruction, was successful.


SendData


InvokeID (number)Set to the InvokeID returned by Run_Script_Request.

ResultCode (number)Set to true (1) if no errors were found actually running the script. Setto false (0) if an error was found.


NewTransaction (number)Set to true (1) if the VRU PIM should write a Call Termination recordinto the database immediately after processing this message.




















ReceiveData


Run_Script_Result_Extended

The Run_Script_Result_Extended function provides a way from the state tableinterface to send up to 30 array values. The required parameters are the sameas for Run_Script_Request (and the resultant message to ICM is aRun_Script_Request) but with the ability to set more ECC Array values.

SendData


InvokeID (number)Set to the InvokeID returned by Run_Script_Request.

ResultCode (number)Set to true (1) if no errors were found when running the script. Set tofalse (0) if an error was found.


NewTransaction (number)Set to true (1) if the VRU PIM should write a Call Termination recordinto the database immediately after processing this message.





















ReceiveData



Chapter 5. Application development using Java

This chapter describes how to develop Java applications that use the CiscoICM Service Control Interface (SCI) or the Java CTICisco ApplicationProgramming Interface.

The Java application programming environment supports the Service ControlInterface.

Service Control Interface (SCI)

The Service Control Interface (SCI) was introduced in version 4.1 of the ICM.The SCI enables the ICM to determine the call handling steps that areperformed by a VRU for each call, by running a script on the ICM. This scriptcan exchange messages with the VRU enabling the ICM to start specific VRUactions.

An enhancement in Cisco ICM V4.1 was the addition of the Expanded CallContext variables. For further details of these, see “Expanded Call ContextVariables” on page 62.

Service Control Interface usage overview

The SCI enables an ICM Script to determine the call-handling steps that willbe performed by a VRU and to perform the requested action. The SCI must beinitialized before it is used. When initialized, the interface allows an ICMScript to control calls that arrive at a VRU. The calls might have beenpre-routed to the VRU by the ICM, or routed to the VRU by other methods.In either condition, a Service Control dialog must be started by the VRU foreach call that the ICM controls. The ICM Script starts the Service Controltransactions to the VRU by using a newly defined SCI message set. The VRUprocesses request messages and performs the requested action.

Acknowledgment messages are sent by the VRU to indicate that a request hasbeen completed. The Service Control dialog ends when one of the followingconditions occurs:v The ICM Script controlling the call has run to completion.v The call ends.v An unrecoverable error occurs.

The effect of this new method of call handling is that the ICM, which hasknowledge of the real time call load on a whole network, can instruct a VRUto perform a specific task, then cancel that request at any point. For example,


this new method can be used to perform VRU queuing where a VRU isinstructed to play music to a caller while the ICM waits for a suitable agent tobecome available. When an agent becomes available, the ICM can instruct theVRU to stop playing music and transfer the call to the agent. In addition tothe request or response call control transactions, the VRU provides eventreports that indicate changes in call state. A Service Control dialog can bedefined as a conversation that is between the VRU and the ICM and consistsof one or more related call-control transactions. A Service Control dialogprovides the context under which the transactions are performed. When aService Control dialog has been made, the ICM controls the VRU callhandling with an ICM Script. When the ICM has taken control of a call, therouter keeps call control until the Service Control dialog is ended.

Expanded Call Context Variables

ICM version 4.1 onwards can support Expanded Call Context (ECC) Variables.After opening a session, and before using any ECC variables, the VRU mustsend a Register_Variables message to the ICM. The Register_Variablesmessage contains a flag for each of the ten standard call variables and anoptional list of ECC variable names.

The flags allow the VRU to select which call variables (CallVariable 1 throughCallVariable 10) it wants to receive from the ICM. The VRU is initiallyassumed to have interest in all 10 standard call variables. The flags controlonly the sending of the call variable values from the ICM to the VRU.

Each ECC variable name has an associated tag value, chosen by the VRU, thatis used to identify the variable in all later messages. Each ECC variablesupplied contains a tag number and a string name. The tag number identifiesthe ECC variable in values to or from the VRU.

Service Control Interface using Java

A Java application supporting SCI uses solicited and unsolicited events. Thesolicited events are parameters and return values that are issued by the Javaapplication during call processing. The unsolicited events are parameters andreturn values that are issued by the Java application after it receives eventnotification from the Cisco ICM custom server.

From the Java application, the following methods can be categorizedaccordingly:

Solicited

dialogueFailureConfSend

dialogueFailureEventSend

eventReport


newCall

registerVariables

requestInstruction

resourceConnected

runScriptResult

UnSolicited

cancel

connect

connectToResource

dialogueFailureEventRecv

release

runScriptRequest

The Java CTICisco Application Programming Interface

The Java CTICisco Application Programming Interface (API) is accessedthrough the Java class CTICiscoICM. To access a Java environment fromwhich to call the methods, it is necessary to use the eventToCode bean. ADTConnectionItem is needed for the call.

By carrying out a getConnectionItem() method on the actionStatusEventobject, this will return a ConnectionItem object, which needs to be cast to aDTConnectionItem. The DTConnectionItem is passed into this environment tocreate a new CTICiscoICM object. The CTICiscoICM object is then used to callthe required methods. Here is some example code for a DTConnectionItem:DTConnectionItem myConnectionItem = (DTConnectionItem) myActionStatusEvent.getConnectionItem();

Note: Unlike a state table application, it is not necessary to obtain a CallID orDialogueID when interacting with the ICM.

Here is an example of how a new CiscoICM object is created:CTICiscoICM icm = new CTICiscoICM (myConnectionItem);CTICiscoReturn ret;// Issue an 'eventReport' to the ICMInteger MyEventCode = New Integer(7); // An example eventCode to useret = icm.eventReport (MyEventCode, null);// NOTE: Passing in 'null' for optional parms if not required// Check the returned status equals zeroInteger Status = ret.getStatus();if (!(Status.equals (New Integer(0)))) {

Chapter 5. Application development using Java 63

// Something has gone wrong! Return the value of statusreturn Status;

}// Continue with next Cisco method.....

CTICiscoReturn object

The methods supported by the CTICiscoICM object all return aCTICiscoReturn object. The CTICiscoReturn object has a get method for eachpossible return property. The validity of a return property depends on whichCTICiscoICM method is invoked. The description of each of the CTICiscoICMmethods explains which return property (or properties) are valid. If a returnvalue is not set, the relevant get method will return null. Before a return valueis used it should be checked that the value is not equal to null.

Here is an example of how CTICiscoReturn is used:CTICiscoICM icm = new CTICiscoICM (myConnectionItem);CTICiscoReturn ret;// Issue a 'release' to the ICMret = icm.release();// Firstly check that the Status is equal to zeroInteger Status = ret.getStatus();if (Status.intValue() != 0) {

// Status is non-zero. At this point an app would normally// log this status value and returnreturn Status;

} else {// Status is zero so we can pickup the CauseCodeInteger MyCauseCode = ret.getCause();

}

Each value that can be returned has a get method associated with it, forexample, getStatus will return the status from the CTICiscoReturn object. Hereis a table of the available get methods for the CTICiscoReturn object:

Table 6. get methods for the CTICiscoReturn object

Return values get method

ANI String getANI()

CallerEnteredDigits String getCallerEnteredDigits()

CallVars CTICiscoCallVars getCTICiscoCallVars()

Cause Integer getCause()

ErrorCode Integer getErrorCode()

Event Integer getEvent()

InvokeID Integer getInvokeID()

Label String getLabel()

LabelType Integer getLabelType()


Table 6. get methods for the CTICiscoReturn object (continued)

RequestID Integer getRequestID()

ScriptConfiguration String getScriptConfiguration()

ScriptID String getScriptID()

ServiceID Integer getServiceID()

Status Integer getStatus()

TransferHint Integer getTransferHint()

CTICiscoCallVars object

One possible CTICiscoReturn property is a CTICiscoCallVars object whichsupports get methods for each of the Cisco ICM call variables.

One possible CTICiscoReturn property is a CTICiscoCallVars object. Somemethods require various Call Variables to be passed to, or returned from, theCisco ICM. When passing Call Variables or ECC Variables in to the ICM, aCTICiscoCallVariable object should be created and then each required value isset by calling the appropriate set method. For example, to set the CallVariable1value, use the method setCallVarFlag1(<value of flag to be set>).

When a Call Variable or an ECC Variable is returned, a CallVars object mustfirst be retrieved from the CTICiscoReturn object. The Call Variable or ECCVariable can then be accessed using the relevant get method.

Here is an example of how CTICiscoCallVars is used:CTICiscoICM icm = new CTICiscoICM (myConnectionItem);CTICiscoReturn ret;ret = icm.connect();// Firstly check that the Status is equal to zeroInteger Status = ret.getStatus();if (Status.intValue() != 0) {

// Status is non-zero. At this point an app would normally// log this status value and return

return Status;} else {

// Status is zero so we can pickup the returned valuesCallVars cv = ret.getCallVars();// Check cv is not equal to null// (something has gone wrong if this is the case)if (cv == null) {

// Something has gone wrong. Return the value of Statusreturn Status;

} else {// We have a call vars object so we can now pick up// the values we are interested inString CallVariable1 = cv.getCallVariable1();


String CallVariable2 = cv.getCallVariable2();// And so on for all the variables the app is interested in

}}

Each value that can be returned has a get method associated with it. Here is atable of the available get and set methods for the CTICiscoCallVars object:

Table 7. get and set methods for the CTICiscoCallVars object

Variable name get method set method

CallVarFlag1 Integer getCallVarFlag1() void setCallVarFlag1(IntegerCallVarFlag1)

CallVarFlag... Integer getCallVarFlag...() void setCallVarFlag...(IntegerCallVarFlag...)

CallVarFlag10 Integer getCallVarFlag10() void setCallVarFlag10(IntegerCallVarFlag10)

CallVariable1 String getCallVariable1() void setCallVariable1(StringCallVariable1)

CallVariable... String getCallVariable...() void setCallVariable...(StringCallVariable...)

CallVariable10 String getCallVariable10() void setCallVariable10(StringCallVariable10)

ECCVarArrayIndex1 IntegergetECCVarArrayIndex1()

voidsetECCVarArrayIndex1(Integer)

ECCVarArrayIndex... IntegergetECCVarArrayIndex...()

voidsetECCVarArrayIndex...(IntegerECCVarArrayIndex1)

ECCVarArrayIndex5 IntegergetECCVarArrayIndex5()

voidsetECCVarArrayIndex5(IntegerECCVarArrayIndex5)

ECCVarArrayString1 StringgetECCVarArrayString1()

voidsetECCVarArrayString1(String)

ECCVarArrayString... StringgetECCVarArrayString...()

voidsetECCVarArrayString...(StringECCVarArrayString1)

ECCVarArrayString5 StringgetECCVarArrayString5()

voidsetECCVarArrayString5(StringECCVarArrayString5)

ECCVarArrayTag1 IntegergetECCVarArrayTag1

voidsetECCVarArrayTag1(Integer)

ECCVarArrayTag... IntegergetECCVarArrayTag...

voidsetECCVarArrayTag...(IntegerECCVarArrayTag1)


Table 7. get and set methods for the CTICiscoCallVars object (continued)

ECCVarArrayTag5 IntegergetECCVarArrayTag5

void setECCVarArrayTag5(IntegerECCVarArrayTag5)

ECCVarValueString1 StringgetECCVarValueString1()

voidsetECCVarValueString1(StringECCVarValueString1)

ECCVarValueString... StringgetECCVarValueString...()

voidsetECCVarValueString...(StringECCVarValueString...)

ECCVarValueString5 StringgetECCVarValueString5()

voidsetECCVarValueString5(StringECCVarValueString5)

ECCVarValueTag1 IntegergetECCVarValueTag1()

void setECCVarValueTag1(IntegerECCVarValueTag1)

ECCVarValueTag... IntegergetECCVarValueTag...()

voidsetECCVarValueTag...(IntegerECCVarValueTag...)

ECCVarValueTag5 IntegergetECCVarValueTag5()

void setECCVarValueTag5(IntegerECCVarValueTag5)

StatusVariable1 Integer getStatusVariable1() void setStatusVariable1(Integer)

StatusVariable... IntegergetStatusVariable...()

void setStatusVariable...(IntegerStatusVariable1)

StatusVariable16 IntegergetStatusVariable16()

void setStatusVariable16(IntegerStatusVariable16)

SCI custom server functions for Java

This section describes the SCI custom server functions available for Java.

cancel

The cancel method is issued by the Java application to cancel apreviously-requested operation that is identified by its InvokeID.

The RequestID must match the InvokeID of the request that is to be canceled.

If they match and the operation is canceled, a dialogueFailureConfSend with astatus of E_OPERATION_CANCELLED must be sent.

If they match and the operation cannot be canceled, adialogueFailureConfSend with a status of E_OPERATION_NOT_CANCELLEDmust be sent.


If the IDs do not match, or the ID is no longer active, adialogueFailureConfSend with a status of E_INVALID_INVOKEID must besent.

Syntax

CTICiscoReturn cancel();

Parameters

There are no parameters for this method.

Return properties

Integer InvokeIDAn ID for this request that should be sent in the relateddialogueFailureConfSend. To extract this property, call thegetInvokeID method on the returned CTICiscoReturn object.

Integer RequestIDThe InvokeID of the previously issued request that is to be canceledas returned by the previous runScriptRequest. To extract this property,call the getRequestID method on the returned CTICiscoReturn object.

Integer StatusReturns an Integer value from the list of status codes that describesthe result of this request (see Table 10 on page 104.) To extract thisproperty, call the getStatus method on the CTICiscoReturn object.

connect

The connect method is issued by the Java application to connect the call to thedestination that is identified explicitly by the label, or implicitly by the labeltype.

If the connect cannot be processed, a dialogueFailureEventSend with a statusof E_UNSPECIFIED_FAILURE must be sent.

Syntax

CTICiscoReturn connect();

Parameters

There are no parameters for this method.


Return properties

Integer LabelTypeThe type of label that is returned in this field. To extract this property,call the getLabelType method on the returned CTICiscoReturn object.

String LabelThe destination to which the call must be routed. To extract thisproperty, call the getLabel method on the returned CTICiscoReturnobject.

Integer TransferHintOnly present if the VRU supports the blind transfer feature. IfTransfer Hint is present, and set to true, the VRU PG can send aconnect or connectToResource message after this connect. To extractthis property, call the getTransferHint method on the returnedCTICiscoReturn object.

Integer StatusReturns an Integer value from the list of status codes that describesthe result of this request (see Table 10 on page 104.) To extract thisproperty, call the getStatus method on the returned CTICiscoReturnobject.

CTICiscoCallVars CallVariables

To extract this property call the getCallVars method on the returnedCTICiscoReturn object. The following CallVariables are available byusing get methods in this CTICiscoCallVars object.

String CallVariable1Additional information that is related to the call. Extracted bythe getCallVariable1 method. The maximum length ofcharacters in the string is 40. This parameter is optional.

String CallVariable...Additional information that is related to the call. Extracted bythe getCallVariable... method. The maximum length ofcharacters in the string is 40. This parameter is optional.

String CallVariable10Additional information that is related to the call. Extracted bythe getCallVariable10 method. The maximum length ofcharacters in the string is 40. This parameter is optional.

Integer ECCVarValueTag1The numeric tag value by which this variable is identified.Extracted by the getECCVarValueTag1 method. This parameteris optional.


String ECCVarValueString1Call-related data. Extracted by the getECCVarString1 method.The maximum length of characters in the string is 210. Thisparameter is optional.

Integer ECCVarValueTag...The numeric tag value by which this variable is identified.Extracted by the getECCVarValueTag... method. Thisparameter is optional.

String ECCVarValueString...Call-related data. Extracted by the getECCVarValueString...method. The maximum length of characters in the string is210. This parameter is optional.


String ECCVarValueString5Call-related data. Extracted by the getECCVarString5 method.The maximum length of characters in the string is 210. Thisparameter is optional.

Integer ECCVarArrayTag1The numeric tag value by which this variable is identified.Extracted by the getECCVarArrayTag1 method. Thisparameter is optional.

Integer ECCVarArrayIndex1A numeric array index identifier. Extracted by thegetECCVarArrayIndex1 method. This parameter is optional.

String ECCVarArrayString1Call-related data. Extracted by the getECCVarArrayString1method. The maximum length of characters in the string is210. This parameter is optional.

Integer ECCVarArrayTag...The numeric tag value by which this variable is identified.Extracted by the getECCVarArrayTag... method. Thisparameter is optional.

Integer ECCVarArrayIndex...A numeric array index identifier. Extracted by thegetECCVarArrayIndex... method. This parameter is optional.

String ECCVarArrayString...Call-related data. Extracted by the getECCVarArrayString...


method. The maximum length of characters in the string is210. This parameter is optional.

Integer ECCVarArrayTag5The numeric tag value by which this variable is identified.Extracted by the getECCVarArrayIndex... method. Thisparameter is optional.



connectToResource

The connectToResource method is sent from the Java application to instructthe VRU to disconnect the outgoing leg of an existing call (if there is anoutgoing leg) and to prepare to accept a possible runScriptRequest. The VRUmust respond with a resourceConnected method.

Syntax

CTICiscoReturn connectToResource(String Label, CTICiscoCallVarsCallVariables);

Parameters

String LabelThe destination to which the call must be routed.


To set this property create a CTICiscoCallVars object and call therelevant set method for the variables you wish to set.

String CallVariable1Additional information that is related to the call. Set by thesetCallVariable1 method. The maximum length of charactersin the string is 40. This parameter is optional.

String CallVariable...Additional information that is related to the call. Set by thesetCallVariable... method. The maximum length of charactersin the string is 40. This parameter is optional.

String CallVariable10Additional information that is related to the call. Set by the


setCallVariable10 method. The maximum length of charactersin the string is 40. This parameter is optional.

Integer ECCVarValueTag1The numeric tag value by which this variable is identified. Setby the setECCVarValueTag1 method. This parameter isoptional.

String ECCVarValueString1Call-related data. Set by the setECCVarValueString1 method.The maximum length of characters in the string is 210. Thisparameter is optional.

Integer ECCVarValueTag...The numeric tag value by which this variable is identified. Setby the setECCVarValueTag... method. This parameter isoptional.

String ECCVarValueString...Call-related data. Set by the setECCVarValueString... method.The maximum length of characters in the string is 210. Thisparameter is optional.



Integer ECCVarArrayTag1The numeric tag value by which this variable is identified. Setby the setECCVarArrayTag1 method. This parameter isoptional.

Integer ECCVarArrayIndex1A numeric array index identifier. Set by thesetECCVarArrayIndex1 method. This parameter is optional.

String ECCVarArrayString1Call-related data. Set by the setECCVarArrayString1 method.The maximum length of characters in the string is 210. Thisparameter is optional.

Integer ECCVarArrayTag...The numeric tag value by which this variable is identified. Setby the setECCVarArrayTag... method. This parameter isoptional.


Integer ECCVarArrayIndex...A numeric array index identifier. Set by thesetECCVarArrayIndex... method. This parameter is optional.

String ECCVarArrayString...Call-related data. Set by the setECCVarArrayString... method.The maximum length of characters in the string is 210. Thisparameter is optional.



String ECCVarArrayString5Call-related data. Set by the setECCVarArraySring5 method.The maximum length of characters in the string is 210. Thisparameter is optional.

Return properties


dialogueFailureConfSend

The dialogueFailureConfSend is issued from the Java application to report thescript that is requested to be run if the runScriptRequest method finds aproblem.

It is sent in response to an operation that cannot be performed. After sendingthis, the Java application must receive more instruction from the ICM. Iffurther instruction does not arrive in a reasonable amount of time, adialogueFailureEventSend is sent with a status of E_TIMEOUT.

The InvokeID in the dialogueFailureConfSend message must match theInvokeID from the request message. If they do not match, the ICM fails therequest and causes the Java application to be signaled to issuedialogueFailureEventRecv. The return status is E_INVALID_INVOKE_ID.


Syntax

CTICiscoReturn dialogueFailureConfSend(Integer InvokeID, IntegerErrorCode);

Parameters

Integer InvokeIDSet to the InvokeID that is returned by cancel or runScriptRequest.

Integer ErrorCodeThe status value that describes the failure. See Table 10 on page 104.

Return properties


dialogueFailureEventRecv

The dialogueFailureEventRecv method is issued from the Java application toreceive the ErrorCode when a dialog fails in an unrecoverable state.

It can be sent from the ICM to inform the Java application of an error, forexample, if the dialog has had a fatal failure. When thedialogueFailureEventRecv is issued, the dialog is no longer active to the ICM.The dialog is still available to the VRU so that any signaled events can beretrieved by the Java application.

Syntax

CTICiscoReturn dialogueFailureEventRecv();

Parameters

There are no input parameters for this method.

Return properties

Integer ErrorCodeThe status value that describes the failure. To extract this property, callthe ErrorCode method on the returned CTICiscoReturn object. SeeTable 10 on page 104.

Integer StatusReturns an Integer value from the list of status codes that describes


the result of this request (see Table 10 on page 104.) To extract thisproperty, call the getStatus method on the returned CTICiscoReturnobject.

dialogueFailureEventSend

The dialogueFailureEventSend method is issued from the Java application toreport a dialog failure that is in an unrecoverable state.

It can be sent from the Java application to inform the ICM of an error, forexample, if the dialog has had a fatal failure. When thedialogueFailureEventSend is issued, the dialog is no longer active to the ICM.The dialog is still available to the VRU so that any signaled events can beretrieved by the Java application.

Syntax

CTICiscoReturn dialogueFailureEventSend(Integer ErrorCode);

Parameters

Integer ErrorCodeThe status value that describes the failure. See Table 10 on page 104.

Return properties


eventReport

The eventReport method is issued to report that a call with a given dialog haschanged state. For more information on Event Codes, see “Event codes” onpage 112.

Syntax

CTICiscoReturn eventReport(Integer EventCode, Integer CauseCode);

Parameters

Integer EventCodeThe code that explains the detected event.


Integer CauseCode (optional)The code that describes the cause of the event can be acknowledgedonly if the event code is DISCONNECT or ABANDON. See Table 12on page 112.

Return properties


newCall

The newCall method is issued for calls arriving at the VRU that are not underICM script control. A Service Control dialog is created by this function. Thesuccessful running of this function causes the received data to run a VRUbased script.

The newCall method is issued once during a call. If it is issued, then therequestInstruction method is not issued.

If this request is successful, the ICM provides instructions in a reasonableamount of time. If the instructions are not provided, adialogueFailureEventSend method is sent with a status code of E_TIMEOUT.

The DialedNumber is required. If the DialedNumber is not provided, the ICMfails the request and causes a signal to the Java application to issue adialogueFailureEventRecv method and the returned status codeE_INVALID_MESSAGE.

If the DialedNumber is not configured at the ICM, the Java application issignaled to issue a dialogueFailureEventRecv and the returned status code ofE_INVALID_DIALED_NUMBER.

If the ICM cannot provide instructions because a script is not active for thegiven call type, the Java application is signaled to issue adialogueFailureEventRecv and the returned status code E_NO_SCRIPT.

In all other fatal error conditions the Java application is signaled to issue adialogueFailureEventRecv and the returned status codeE_UNSPECIFIED_FAILURE.


Syntax

CTICiscoReturn newCall(Integer ServiceID, String DialedNumber, String ANI,String UserToUserInfo, String CalledNumber, String DNIS, CTICiscoCallVarsCallVariables);

Parameters

Integer ServiceIDThe ID of the service to which this call is assigned.

String DialedNumberThe number that is used to determine the ICM call type. Themaximum length of characters in the string is 32.

String ANIThe Calling line ID of the caller. The maximum length of characters inthe string is 40. This parameter is optional.

String UserToUserInfoThe ISDN user-to-user information element. The maximum length ofcharacters in the string is 131. This parameter is optional.

String CalledNumberThe complete called number from the network. The maximum lengthof characters in the string is 32. This parameter is optional.

String DNISThe DNIS that is provided with the call. The maximum length ofcharacters in the string is 32. This parameter is optional.



String CallVariable1Additional VRU information that is to be used when the ICMscript is run. Set by the setCallVariable1 method. Themaximum length of characters in the string is 40. Thisparameter is optional.

String CallVariable...Additional VRU information that is to be used when the ICMscript is run. Set by the setCallVariable... method. Themaximum length of characters in the string is 40. Thisparameter is optional.

String CallVariable10Additional VRU information that is to be used when the ICM


script is run. Set by the setCallVariable10 method. Themaximum length of characters in the string is 40. Thisparameter is optional.













String ECCVarArrayString...Call-related data. Set by the setECCVarValueString... method.The maximum length of characters in the string is 210. Thisparameter is optional.




Return properties


registerVariables

The registerVariables method is issued to notify the ICM which standard andexpanded call variables the VRU is interested in for that call instance. Thisrequest is necessary for support only under ICM version 4.1 with SCI active.

Syntax

CTICiscoReturn registerVariables(CTICiscoCallVars CallVariables);

Parameters




Integer CallVarFlag1Set to 1 if this variable is to be supplied by the ICM, orchanged by the VRU. Set to 0 if the VRU has no interest in thevariable. Set by the setCallVarFlag1 method.

Integer CallVarFlag...Set to 1 if this variable is to be supplied by the ICM, orchanged by the VRU. Set to 0 if the VRU has no interest in thevariable. Set by the setCallVarFlag... method.

Integer CallVarFlag10Set to 1 if this variable is to be supplied by the ICM, orchanged by the VRU. Set to 0 if the VRU has no interest in thevariable. Set by the setCallVarFlag10 method.

Integer ECCVarValueTag1A numeric tag value by which this variable is identified. Setby the setECCVarValueTag1 method. This parameter isoptional.

String ECCVarValueString1A string tag that is associated with this variable on the ICM.Set by the setECCVarValueString1 method. The maximumlength of characters in the string is 32. This parameter isoptional.

Integer ECCVarValueTag...A numeric tag value by which this variable is identified. Setby the setECCVarValueTag... method. This parameter isoptional.

String ECCVarValueString...A string tag that is associated with this variable on the ICM.Set by the setECCVarValueString... method. The maximumlength of characters in the string is 32. This parameter isoptional.

Integer ECCVarValueTag5A numeric tag value by which this variable is identified. Setby the setECCVarValueTag5 method. This parameter isoptional.

String ECCVarValueString5A string tag that is associated with this variable on the ICM.Set by the setECCVarValueString5 method. The maximumlength of characters in the string is 32. This parameter isoptional.


Integer ECCVarArrayTag1A numeric tag value by which this variable is identified. Setby the setECCVarArrayTag1 method. This parameter isoptional.

String ECCVarArrayString1A string tag that is associated with this variable on the ICM.Set by the setECCVarArrayString1 method. The maximumlength of characters in the string is 32. This parameter isoptional.

Integer ECCVarArrayTag...A numeric tag value by which this variable is identified. Setby the setECCVarArrayTag... method. This parameter isoptional.

String ECCVarArrayString...A string tag that is associated with this variable on the ICM.Set by the setECCVarArrayString... method. The maximumlength of characters in the string is 32. This parameter isoptional.

Integer ECCVarArrayTag5A numeric tag value by which this variable is identified. Setby the setECCVarArrayTag5 method. This parameter isoptional.

String ECCVarArrayString5A string tag that is associated with this variable on the ICM.Set by the setECCVarArrayString5 method. The maximumlength of characters in the string is 32. This parameter isoptional.

Return properties


release

The release method is issued by the Java application to release the specifiedcall that is associated with the specified dialog.

If the release method cannot be processed, a dialogueFailureEventSendmethod with a status of E_UNSPECIFIED_FAILURE is sent.


Syntax

CTICiscoReturn release();

Parameters


Return properties

Integer CauseThe reason for clearing the call (see Table 8 on page 103.) To extractthis property, call the getCause method on the returnedCTICiscoReturn object.


requestInstruction

The requestInstruction method is issued for calls arriving at the VRU that arealready under ICM script control. The successful running of this functioncauses data received to run a VRU based script.

The requestInstruction method should be issued only once during a call. If itis issued, then the newCall should not be issued.

If this request is successful, the ICM provides instructions in a reasonableamount of time. If the Instructions are not provided, adialogueFailureEventSend is sent with a status code of E_TIMEOUT.

If the ICM cannot provide instructions because a script is not active for thegiven call type, the Java application is signaled to issue adialogueFailureEventRecv and the returned status code E_NO_SCRIPT.

In all other fatal error conditions the Java application is signaled to issue adialogueFailureEventRecv and the returned status codeE_UNSPECIFIED_FAILURE.

Syntax

CTICiscoReturn requestInstruction(Integer ServiceID, String CorrelationID,String ANI, String UserToUserInfo, String CalledNumber, String DNIS);


Parameters

Integer ServiceIDThe ID of the service to which this call is attributed.

String CorrelationIDThe Correlation ID that is provided by an INAP network. Thisparameter is optional.

String ANIThe calling line ID of the caller. The maximum length of characters inthe string is 40. This parameter is optional.

String UserToUserInfoThe ISDN user-to-user information element. The maximum length ofcharacters in the string is 131. This parameter is optional.

String CalledNumberThe complete called number from the network. The maximum lengthof characters in the string is 32. This parameter is optional.

String DNISThe DNIS that is provided with the call. The maximum length ofcharacters in the string is 32. This parameter is optional.

Return properties


resourceConnected

The resourceConnected message is sent from the Java application to indicatethat the VRU has finished processing a connectToResource message and toshow that it is ready to accept a runScript, connect, or connectToResourcemessage.

Syntax

CTICiscoReturn resourceConnected();

Parameters



Return properties


runScriptRequest

The runScriptRequest is issued to receive the script and related callinformation that the ICM wants run for this call instance.

If the script that is to be run cannot be found, the Java application must senda dialogueFailureConfSend with a status of E_INVALID_SCRIPT.

If the script cannot be run because of an invalid call variable, the Javaapplication must send a dialogueFailureConfSend with a status ofE_CALL_VARIABLE1 ... E_CALL_VARIABLE10.

In any event, the Java application must send a runScriptResult ordialogueFailureConfSend in response to the runScriptRequest.

Syntax

CTICiscoReturn runScriptRequest();

Parameters


Return properties

Integer InvokeIDAn ID for this request that should be sent in the relatedrunScriptResult or dialogFailureConfSend. To extract this property, callthe getInvokeID method on the returned CTICiscoReturn object.

String ScriptIDThe ID of the script that is to run on the VRU. To extract thisproperty, call the getScriptID method on the returned CTICiscoReturnobject. The maximum length of characters in the string is 40.

String ScriptConfigurationA configuration string that is configured in the ICM to select staticscript options. To extract this property, call the getScriptConfigurationmethod on the returned CTICiscoReturn object. The maximum lengthof characters in the string is 40.


String ANIThe Calling line ID of the caller. To extract this property, call thegetANI method on the returned CTICiscoReturn object. The maximumlength of characters in the string is 40. This parameter is optional.

String CallerEnteredDigitsDigits that the caller enters. To extract this property, call thegetCallerEnteredDigits method on the returned CTICiscoReturn object.The maximum length of characters in the string is 40.


To extract this property call the getCallVars method on the returnedCTICiscoReturn object. The following CallVariables are available byusing get methods in this CTICiscoCallVars object.

String CallVariable1Additional VRU information that is sent to the VRU to beused when the script is run. Extracted by the getCallVariable1method. The maximum length of characters in the string is 40.This parameter is optional.

String CallVariable...Additional VRU information that is sent to the VRU to beused when the script is run. Extracted by the getCallVariable...method. The maximum length of characters in the string is 40.This parameter is optional.

String CallVariable10Additional VRU information that is sent to the VRU to beused when the script is run. Extracted by thegetCallVariable10 method. The maximum length of charactersin the string is 40. This parameter is optional.


String ECCVarValueString1Call-related data. Extracted by the getECCVarValueString1method. The maximum length of characters in the string is210. This parameter is optional.

Integer ECCVarValueTag...The numeric tag value by which this variable is identified.Extracted by the getECCVarValueTag... method. Thisparameter is optional.

String ECCVarValueString...Call-related data. Extracted by the getECCVarValueString...


method. The maximum length of characters in the string is210. This parameter is optional.


String ECCVarValueString5Call-related data. Extracted by the getECCVarValueString5method on this object to retrieve ECCVarValueString5. Themaximum length of characters in the string is 210. Thisparameter is optional.




Integer ECCVarArrayTag...The numeric tag value by which this variable isidentified.Extracted by the the getECCVarArrayTag... method.This parameter is optional.

Integer ECCVarArrayIndex...A numeric array index identifier. Extracted by thegetECCVarArrayIndex... method. This parameter is optional.

String ECCVarArrayString...Call-related data. Extracted by the getECCVarArrayString...method. The maximum length of characters in the string is210. This parameter is optional.


Integer ECCVarArrayIndex5A numeric array index identifier. Extracted bygetECCVarArrayIndex5 method. This parameter is optional.




runScriptResult

The runScriptResult is issued to inform the ICM that the specified script,requested to be run in the return property of the newCall orrequestInstruction, was successful or not.

Syntax

CTICiscoReturn runScriptResult(Integer InvokeID, Integer ResultCode, StringCallerEnteredDigits, Integer NewTransaction, CTICiscoCallVars CallVariables);

Parameters

Integer InvokeIDSet to the InvokeID returned by runScriptRequest.

Integer ResultCodeSet to true (1) if no errors were found actually running the script. Setto false (0) if an error was found.

String CallerEnteredDigitsDigits that the caller enters. The maximum length of characters in thestring is 40.

Integer NewTransactionSet to true (1) if the VRU PIM should write a Call Termination recordinto the database immediately after processing this message.




String CallVariable...Additional information that is related to the call. Set by the


setCallVariable... method. The maximum length of charactersin the string is 40. This parameter is optional.














String ECCVarArrayString...Call-related data. Set by the setECCVarArrayString... method.The maximum length of characters in the string is 210. Thisparameter is optional.




Return properties


waitForEvent

The Java application is responsible for periodic checking of the events fromthe custom server. By calling waitForEvent with a timeout (in seconds), theapplication can pick up any events in the queue. If an event has already beensent to the application from the custom server, waitForEvent will returnimmediately and the event can be retrieved by calling getEvent on thereturned CTICiscoReturn object. The status (getStatus on the returned object)should also be checked to confirm a successful status value of 0.

Syntax

CTICiscoReturn waitForEvent(Integer Timeout);


Parameters

Integer TimeoutSpecify the timeout in seconds to wait for an event from the customserver.

Return properties


Integer EventThe unsolicited event sent from the custom server (see “Unsolicitedevent codes” on page 113.)


Chapter 6. Service Control Interface scenarios andexamples

This chapter provides a variety of practical examples that demonstrate howyou can use the Cisco ICM.

All examples in this section assume that the call has already been answeredby the application, and are intended to show only Cisco ICM custom serveractivity.

The Peripheral Gateway that is shown in these examples is a Cisco providedpiece of hardware (an IBM-comaptible PC running Windows NT) thatinterprets between the ICM and the VRU. For example, the PG takes messagesfrom the ICM and converts them into the format that the VRU can interpret.

Call #1) Arriving call not under ICM script control (for a state table application)

For example, a call that is arriving at a VRU directly from a public networkwhere, firstly, the VRU registers its interest in particular variables, then, theICM instructs the VRU to run a particular script that is completed successfullybefore the call in ended.


Call #2) Arriving call already under ICM script control (for a Java application)

For example, a call that has been routed to this VRU from another VRU sothat a particular script can be run. The ICM instructs the VRU to run aparticular script that is completed successfully before the call is ended.

StateTable

Create_DialogueID

Register_Variables

New_Call

Run_Script_Request

Run_Script_Result

Event_Report (Disconnect)

Release_DialogueID

Wait_Event

REGISTER_VARIABLES

RUN_SCRIPT_RESULT

EVENT_REPORT

NEW_CALL

RUN_SCRIPT_REQ

CustomServer

PeripheralGateway

RUN THE SCRIPT

Figure 3. Arriving call not under ICM script control (for a state table application)


Call #3) Arriving call already under ICM script control, and the script requestedto be run does not exist (for a state table application)

For example, a call that has been routed to this VRU from another VRU sothat a particular script can be run. The ICM instructs the VRU to run aparticular script that cannot be found by the VRU. The VRU then decides toend the call.

registerVariables()

requestInstruction()

runScriptRequest()

runScriptResult()

eventReport() (Disconnect)

waitForEvent()

REGISTER_VARIABLES

RUN_SCRIPT_RESULT

EVENT_REPORT

REQUEST_INSTRUCTION

RUN_SCRIPT_REQ

CustomServer

PeripheralGateway

RUN THE SCRIPT

JavaApplication

Figure 4. Arriving call already under ICM script control (for a Java application)

Chapter 6. Service Control Interface scenarios and examples 93

Call #4) Arriving call not under ICM script control, and a Cancel request isreceived (for a Java application)

For example, a call that arrives at a VRU direct from a public network wherethe ICM instructs the VRU to run a particular script. The VRU starts runningthe script until it is interrupted by the ICM canceling this request. The VRUreports that the cancel was performed successfully, and the VRU then endsthe call.

StateTable

Create_DialogueID

Register_Variables

Request_Instruction

Run_Script_Request

Dialog_Failure_Conf_Send


Release_DialogueID

Wait_Event

REGISTER_VARIABLES

DIALOG_FAILURE_CONF

EVENT_REPORT

REQUEST_INSTRUCTION

RUN_SCRIPT_REQ

CustomServer

PeripheralGateway

(E_INVALID_SCRIPT)

Figure 5. Arriving call already under ICM script control, and the script requested to be run does not exist (for a statetable application)


newCall()

dialogFailureConfSend()

waitForEvent()

REGISTER_VARIABLES

DIALOG_FAILURE_CONF

EVENT_REPORT

NEW_CALL

RUN_SCRIPT_REQ

CANCEL

CustomServer

PeripheralGateway

(E_OPERATION_CANCELLED)

JavaApplication

registerVariables()

runScriptRequest()


waitForEvent()

Figure 6. Call #4) Arriving call not under ICM script control, and a Cancel request is received (for a Java application)


Call #5) Arriving call not under ICM script control, and a Failed Cancel request isreceived (for a state table application)

For example, a call that is arriving at a VRU direct from a public network.The ICM instructs the VRU to run a particular script. The VRU starts runningthe script until it is interrupted by the ICM canceling this request. The VRUreports that the cancel operation could not be performed successfully and theVRU then continues running the script. When the script has ended, the VRUreports successful completion of the script, then ends the call.


StateTable

Create_DialogueID

Register_Variables

New_Call

Run_Script_Request

Dialog_Failure_Conf_Send


Release_DialogueID

Wait_Event

Wait_Event

REGISTER_VARIABLES

DIALOG_FAILURE_CONF

EVENT_REPORT

NEW_CALL

RUN_SCRIPT_REQ

CANCEL

CustomServer

PeripheralGateway

(E_OPERATION_NOT_CANCELLED)

Run_Script_Result

RUN_SCRIPT_RESULT

Figure 7. Arriving call not under ICM control and Failed Cancel request received (for a state table application)


Call #6) Arriving call not under ICM script control and receives a ReleaseRequest (for a Java application)

For example, a call that is arriving at a VRU direct from a public networkwhere the ICM instructs the VRU to run a particular script that is completedsuccessfully. The VRU then waits for further instruction at which point theICM instructs the VRU to release the call.


JavaApplication

newCall()

release()

REGISTER_VARIABLES

EVENT_REPORT

NEW_CALL

CustomServer

PeripheralGateway

RUN_SCRIPT_REQ

RELEASE

(RUN THE SCRIPT)

runScriptResult()

RUN_SCRIPT_RESULT

registerVariables()

runScriptRequest()


waitForEvent()

waitForEvent()

Figure 8. Arriving call not under ICM script control and receives a Release Request (for a Java application)


Call #7) TimeOut during dialog creation (for a state table application)

For example, a call that is arriving at a VRU direct from a public networkwhere the VRU receives no response from the ICM in response to itsNew_Call request in a timeout period. The VRU then attempts to receive areason for the failure from the ICM. Upon receiving nothing, the VRU runs itsdefault call logic (this could be to play the user a technical-difficultiesmessage) before it sends a failure message and releases the call.

StateTable

Create_DialogueID

Register_Variables

New_Call

REGISTER_VARIABLES

NEW_CALL

CustomServer

PeripheralGateway

Dialogue_Failure_Event_Recovery


DIALOGUE_FAILURE_EVENT

Release_DialogueID

Elapsed Time with no Response from PG

Wait_Event

(E_TIMEOUT)

(E_TIMEOUT)

(Default Call Logic)

Figure 9. TimeOut during dialog creation (for a state table application)


Call #8) Arriving call not under ICM script control, and a Cancel request isreceived, VRU instructed to transfer call (for a Java application)

For example, a call that is arriving at a VRU direct from a public networkwhere the ICM instructs the VRU to play music to the caller before an agentbecomes available. When the agent comes available the VRU is instructed toconnect the call to a specific agent.


newCall()

dialogFailureConfSend()

REGISTER_VARIABLES

DIALOG_FAILURE_CONF

NEW_CALL

RUN_SCRIPT_REQ

CustomServer

PeripheralGateway

eventReport() (Transferred)

EVENT_REPORT

CANCEL

CONNECT

connect()

(E_OPERATION_CANCELLED)

JavaApplication

registerVariables()

runScriptRequest()

waitForEvent()

waitForEvent()

waitForEvent()

Figure 10. Arriving call not under ICM script control, Cancel request received, VRU transfers call (for a Javaapplication)


Service Control Interface codes

This section lists the Service Control Interface codes and what they mean.

Call Cleared causes

Table 8 lists the Call Cleared causes and associated codes.

Table 8. Call Cleared causes

Code Cause

1 Normal completion

2 Call abandoned

3 Call Transferred

4 New Transaction

5 Busy

6 No answer

7 Maintenance

8 Net congestion

9 Net not obtainable

10 Reorder tone

11 Resources not available

12 Trunks busy

Label types

Table 9 lists the label types.

Table 9. Label types

Type Label

1 Normal


Table 9. Label types (continued)

Type Label

2 Busy

3 Ring

4 Not supported

5 Default

Status codes

Table 10 lists the status codes.

Table 10. Status codes

Statuscode Status name Description

0 E_NO_ERROR No error occurred.

1 E_INVALID_VERSION The version number thatwas requested by the PG isnot supported by the VRU.

2 E_SESSION_ALREADY_ACTIVE The VRU already has anactive communicationsession with a PG.

3 E_VRU_OFFLINE The VRU is unavailable.

4 E_SESSION_NOT_ACTIVE No session is active.

5 E_INVALID_DIALED_NUMBER The dialed number that isspecified is not known tothe ICM.

6 E_EVENTS_NOT_SUPPORTED The VRU does not supportthe Event Data Feed.

7 E_POLLING_NOT_SUPPORTED The VRU does not supportthe Polled Data Feed.


Table 10. Status codes (continued)


8 E_ROUTING_NOT_SUPPORTED The VRU does not supportthe Call Routing Interface.

9 E_TIME_SYNCH_NOT_SUPPORTED The VRU does not supportthe Time SynchronizationInterface.

10 E_TIMEOUT A timeout has occurred.

11 E_PG_OFFLINE The Peripheral Gateway isoffline.

12 E_REQUEST_REFUSED The request was refusedbecause of a temporarycondition.

13 E_ROUTING_NOT_AVAILABLE The ICM routing service isnot available.

14 E_ROUTE_NOT_ACCEPTED The VRU did not accept thesupplied route.

15 E_UNSPECIFIED_FAILURE An unspecified erroroccurred.

16 E_INVALID_INVOKEID An invalid InvokeID hasbeen specified in a result orresponse message.

17 E_SERVICE _CTRL_NOT_SUPPORTED A request was made toinitialize the Service ControlInterface to a VRU that doesnot support the interface.

18 E_NO_SCRIPT An ICM Script has not beenscheduled for the call typethat the VRU is seekinginstruction.

19 E_CALL_VARIABLE1 The VRU could not processa request because of invalidvalue in CallVariable1.













29 E_INVALID_SCRIPT The Script ID specified inthe RUN_SCRIPT_REQmessage was invalid on theVRU.




30 E_INVALID_CALLID The CallID that wasspecified in a ServiceControl request message isnot valid on the VRU.

31 E_DUPLICATE_DIALOGUEID The dialogue identifier thatwas specified in either aNEW_CALL orREQUEST_INSTRUCTIONmessage was not unique.

32 E_INVALID_MESSAGE This error code can be sentin response to any messagethat is received with missingrequired floating fields.

33 E_INVALID_DIALOGUEID The DialogueID that wasspecified in a requestmessage is no longer valid.

34 E_OPERATION_CANCELLED The specified operation wassuccessfully canceled by acancel request.

35 E_OPERATION_NOT_CANCELLED The specified operationcould not be canceled by acancel request.

121 E_NO_EVENTS_FOR_THIS_DIALOGUE The state table issued a callas if the WaitEvent weresuccessful and there were nowaiting events from theview of the Custom Server.

122 E_REQUESTED_EVENT_DOES_NOT_MATCH The requested event is notthe next event to bedelivered.




123 E_NEW_CALL_OR_REQ_INST_DUP The state table attempted toissue more than oneNew_Call orRequest_Instruction in thesame call instance. Only oneof the two can be issued.Not both or multiples ofeach.

124 E_DIALOGUE_NOT_ACTIVE In the view of the ICM, thedialogue is no longer active.

125 E_NOT_IN_SIMULATION_MODE This is returned to the statetable when the SetSimulation Variables isissued, but the Cisco ICMcustom server was loadedwithout the -T flag. Theservice writer can leave thiscall in the service andbranch when this returncode is received.

126 E_NON_SEQUENTIAL_SCRIPTS This is returned to the statetable when the SetSimulation Variables call hasprovided non sequentialScriptID fields. An examplewould be that ScriptID_1 issupplied, ScriptID_2 is leftblank, and then ScriptID_3is supplied.

127 E_MISSING_CONFIG_FIELDS This is returned to the statetable when the SetSimulation Variables hassupplied a ScriptID but leftthe associated Config entryblank. Config entries arerequired when a ScriptID issupplied.




128 E_INVALID_SCRIPT_FLAGS This is returned to the statetable when the SetSimulation Variables hassupplied non valid scriptflags.

The valid values of thescript flags are:

0 = No Action

1 = Cancel to be sent againstthe associated script

2 = Release to be sentagainst the associated script

3 = Connect to be sentagainst the associated Script

4 = Dialog Failure Event issent against the associatedscript

129 E_INVALID_EVENT_CODE This is returned to the statetable when a non validEvent Code is supplied inthe Report Event request.

130 E_NO_RUNSCRIPT This is returned to the statetable when a Run ScriptRequest is issued by thestate table, but the CiscoICM custom server is notloaded with the -V flag.

131 E_NO_CONNECT This is returned to the statetable when a Run ScriptRequest is issued by thestate table, but the CiscoICM custom server was notloaded with the -W flag.




132 E_NO_RELEASE This is returned to the statetable when a Run ScriptRequest is issued by thestate table but the CiscoICM custom server is notloaded with the -X flag.

133 E_NO_CANCEL This is returned to the statetable when a Run ScriptRequest is issued by thestate table, but the CiscoICM custom server is notloaded with the -Y flag.

134 E_NO_BLIND This is returned to the statetable when theConnect_To_Resourcemessage is issued by thestate table, but the CiscoICM custom server is notloaded with the -Z flag.

136 E_INVALID_INSTANCE_NUMBER The instance numberassociated with the call orthe instance numberspecified in aSet_Instance_Numberfunction call is invalid.

Status codes for a Java application

Table 11 lists the status codes for a Java application.

Table 11. Status codes for a Java application

Code Event Type Description

-70 UNKNOWN_ERROR There is an unknown error. If thisoccurs, try stopping and restartingWebSphere Voice Response and CiscoICM.


Table 11. Status codes for a Java application (continued)

-71 MISSING_KEY A required key (parameter) is missingfrom the request. If this occurs, trystopping and restarting WebSphereVoice Response and Cisco ICM.

-72 UNABLE_TO_GET_CALLID A CallID cannot be obtained for thecurrent application. If this occurs, trystopping and restarting WebSphereVoice Response and Cisco ICM.

-73 UNABLE_TO_GET_DIAGID DialogueID cannot be obtained for thecurrent application. If this occurs, trystopping and restarting WebSphereVoice Response and Cisco ICM.

-74 SOCKET_WRITE_FAILURE The socket connection between theCisco ICM custom server and the Javaand VoiceXML environment has beendropped. Try stopping and restartingthe Java voice response node and theCisco ICM custom server. If a portother than the default port is beingused, check that the same port numberis specified in the Java configurationfiles as is used by the -J parameter (see“Custom server parameters” on page12.)

-75 REQUEST_TIMED_OUT A Cisco ICM request has timed out. Ifthis error persists, try stopping andrestarting WebSphere Voice Responseand Cisco ICM.

-76 NO_SOCKET_CONNECTION The socket connection between theCisco ICM custom server and the Javaand VoiceXML environment has beendropped. Try stopping and restartingthe Java voice response node and theCisco ICM custom server. If a portother than the default port is beingused, check that the same port numberis specified in the Java configurationfiles as is used by the -J parameter (see“Custom server parameters” on page12.)


Table 11. Status codes for a Java application (continued)

-77 WAIT_FOR_EVENT_TIMED_OUT The timeout specified in thewaitForEvent method has expiredwithout any unsolicited messagesarriving from the Cisco ICM.

-78 UNABLE_TO_GET_OHSL Unable to open the custom server. Tryrestarting WebSphere Voice Response.

-79 UNABLE_TO_GET_CHSL Unable to close the custom server. Tryrestarting WebSphere Voice Response.

-80 INVALID_PARAMETER An incorrect parameter has beenpassed in. Check that all requiredparameters are specified and enter theparameter again.

Event codes

Table 12 lists the event codes.

Table 12. Event codes


1 CONNECT_FAILURE Indicates that a network failureoccurred when attempting to connectthe call.

2 BUSY Indicates a BUSY condition atintended call destination.

3 NO_ANSWER Indicates that a call was notconnected to the target destination inthe specified time-out or ring count.

4 ANSWER Indicates that a call has connected todestination.

5 ABANDON Indicates that a call disconnectedafter a NEW_CALL orREQUEST_INSTRUCTION message,but before receiving call handlinginstructions.


Table 12. Event codes (continued)

6 DISCONNECT Indicates that a call hasdisconnected.

Unsolicited event codes

Table 13 lists the unsolicited event codes.

Table 13. Unsolicited event codes


7 Run_Script_Request Indicates that the ICM has issued aRun_Script_Request event in response to either aNew_Call, Request_Instruction or New_Dialogueevent. The state table should issue theRun_Script_Request custom server event inresponse to this to receive the data that has beensent by the ICM.

9 Connect Indicates that the ICM has issued a CONNECTevent. The state table should issue the Connectcustom server event to receive the data that hasbeen sent by the ICM.

12 Dialogue_Failure_Event Indicates that the ICM has issued aDialogue_Failure_Event. The state table shouldissue the Dialogue_Failure_Event_Recv inresponse to this event, to find the cause of theevent.

19 Cancel Indicates that the ICM has issued the Cancelevent. The state table should issue the Cancelcustom server event in response to this.

20 Release Indicates that the ICM has issued the Releaseevent. The state table should issue the Releasecustom server event in response to this.

22 Connect_To_Resource Indicates that the ICM has issued the Connect ToResource event. The state table should issue theConnect To Resource custom server event inresponse to this.



Appendix A. Application launch file

This appendix describes the format of the application launch file that is usedin the installation verification test.

The application launch file is used when the system is testing state tables. Itdefines the state tables called by the custom server.

Table 14 shows the application launch file that is used in the installationverification test.

Table 14. Application launch file used in the installation verification test

X Wait State Table EntryPoint Parameters

1 Y GeoTel start ,0,0,0,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22

The format of the application launch file is shown in Table 15. Each field inthe application launch file is separated by one or more blanks.

Table 15. Format of an application launch file

Field name Value Data typeMaximumsize

X (Operations) The number of times the state table is to berun.

STRING 9

WaitForCompletion ″Y″ means that the state table completesbefore the next one is started. ″N″ means thatthe next state table is to be startedimmediately after this one has been started.

STRING 1

StateTable The name of the state table to be run. STRING 15

EntryPoint The name of the state table entry point. STRING 15

Parameters The list of parameters that are sent to thestate table. The first character is used as aseparator for the remainder of the parametersin the string.

STRING 255



Appendix B. Cisco ICM simulator

This appendix describes the use of the Cisco ICM simulator which is providedto enable you to test your applications without having to be connected to anICM processor.

To start the simulator, start the Cisco ICM custom server from the commandline. Use the -T parameter. You must start the custom server from thecommand line because the simulator issues messages to which you mustreply.

You are presented with the following simulator options:Enter O to Open, C - Close, I - Initialize, H - Heartbeat, Q - Quit, A - Auto

Enter one of these letters (in either uppercase or lowercase). If you press Enterwithout keying a letter, the default is Q, to quit. The options mean:

O Opens the connection with the Cisco ICM custom server. TheIdleTimeout value is set to 30 seconds.

C Closes the connection with the Cisco ICM custom server. The text inthe message is “Goodbye”.

I Requests an initial snapshot of WebSphere Voice Response.

H Issues a heartbeat request to the Cisco ICM custom server.

Q Ends the simulator.

A Performs the following actions in autopilot mode.

1 Opens connection.

2 Requests a snapshot.

3 Issues heartbeats.

4 On receipt of a CLOSE_CONF message, it closes theconnection, waits 2 seconds, then reopens the connection.

When the simulator is in autopilot mode, enter Ctrl+C to end it.

The simulator lists the messages that are returned from the Cisco ICM customserver on the standard output.

For Call Routing the following is provided:


If you use a CrossRefID that is greater than 9999, the Get_Route customserver function returns a status code of 12. For other values of CrossRefID theGet_Route custom server function returns the following values:

1 The LabelType is set to the same value as the CrossRefID is.

2 The Label text is set to “a test label”.

3 CallVariable10 is set to “CallVariable10 has been set”.

Set_Simulation_Variables

An API called Set_Simulation_Variables has been included to enable completetesting of state tables without the need for connection to an ICM. This newAPI allows you to define information that you want the simulator to return toan application during call flow. To have full simulation support, a call flowsuch as one of those listed here is required:

Get_Call_IDThis is required to issue a Set_Call_Variables.

Get_Service_IDThis is required for some SCI API calls.

Get_Dialogue_IDThis is required for all SCI API calls.

Register_VariablesIn EDFI, it was assumed that you wanted all 10 Call Variablesbetween the ICM and VRU at all times. Now that ECC variables canbe used, you must register those in which you are interested. Also,you must register which of the 10 call variables you want. Thesimulator discards this request, but it is needed in the realenvironment.

Set_Call_Variables_EventThis is where you set the actual values of the Call and ECC variables.These values are stored by the simulator, and they are returned in allthe messages that generated by the simulator during runtime. Anexample of this is CONNECT. These values are returned to the VRUwhen a CONNECT is sent by the simulator.

Before a Set_Call_Variables_Event can be issued, you must have ONCEpreviously in the call issued one of the following:v Delivered_Eventv Originated_Eventv New_Transaction_Event


Set_Simulation_Variables Parameters

This section describes the Set_Simulation_Variables Parameters.

Script_ID_1 (string[40]) (optional)The value that is returned as ScriptID in a Run_Script_Requestmessage. Script_ID_1 through Script_ID_5 are returned by thesimulator in sequence, when Script_ID_5 has been returnedScript_ID_1 is the next to be returned.

Script_ID_... (string[40]) (optional)The value that is returned as ScriptID in a Run_Script_Requestmessage. Script_ID_1 through Script_ID_5 are returned by thesimulator in sequence, when Script_ID_5 has been returnedScript_ID_1 will be the next that is returned.

Script_ID_5 (string[40]) (optional)The value that is returned as ScriptID in a Run_Script_Requestmessage. Script_ID_1 through Script_ID_5 are returned by thesimulator in sequence, once Script_ID_5 has been returned Script_ID_1will be the next that is returned.

ScriptConfig_1 (string[40]) (optional)The value that is returned as ScriptConfig in a Run_Script_Requestmessage. These values are associated with the correspondingScript_ID as shown earlier.

This script information continues to be sent in sequence to the VRUuntil:v The dialog has ended at the ICM.v A Dialogue_Failure_Event has been issued by the ICM or VRU.v The caller state is OTHER than ABANDON or DISCONNECT. This

is because an Event Report has been issued by the VRU.v The simulator has issued a Connect, Release or Cancel. When one

of these has been sent, no additional Scripts are sent by thesimulator.

When you issue a Run_Script_Result, the next script is sent in aRun_Script_Request.

When you issue a Dialogue_Failure_Conf, the next script is sent in aRun_Script_Request.

The first Run Script Request is sent after it receives a New_Call,Request_Instruction or New_Dialogue.

Script_1_Flag (number) (optional)Indicates whether the related script that is supplied will beinterrupted. The possible values are shown in Possible values.

Appendix B. Cisco ICM simulator 119

Script_..._Flag (number) (optional)Indicates whether the related script supplied will be interrupted. Thepossible values are shown in Possible values.

Script_5_Flag (number) (optional)Indicates whether the related script supplied will be interrupted. Thepossible values are shown in Possible values.

Possible values

0 The script will not be interrupted by the simulator.

1 The Simulator will send a Cancel Request after it has sent theRun Script Request for that script.

2 The Simulator will send a Release Request after it has sent theRun Script Request for that script.

3 The Simulator will send a Connect Request after it has sentthe Run Script Request for that script.

4 The Simulator will send a Dialogue_Failure_Event after it hassent the Run_Script_Request for that script.

ANI (string[40])(optional)This value will be returned in the Run_Script_Request.

CallerEnteredDigits (string[40])This value will be returned in the Run_Script_Request.

LabelType (number)This value will be returned in the Connect request.

Label (string[40])This value will be returned in the Connect request.

Cause (number)This value will be returned in the Release request.

When you have issued these calls, you can issue a Request_Instruction,New_Call, or New_Dialogue event. The successful result of these calls causesthe first script and its associated information to be returned in aRun_Script_Request.

The possible events that you can receive and the values you should use inyour Case API are the same as those that exist if you had received thesemessages from the ICM itself.


Appendix C. Cisco ICM custom server error messages

This appendix lists the Cisco ICM custom server error messages and theirpossible causes.

Table 16 shows the possible error messages that can be produced by the CiscoICM custom server. It also describes some of the conditions or causes thatmight produce these messages. These messages are logged in the WebSphereVoice Response errorlog.

Table 16. Cisco ICM custom server error messages

Errornumber

Severityof alarm Brief description Detailed description Possible causes

20504 Red ERROR: <servicedefinition file> hasbeen deleted.

Indicates that theservice definition filehas been removed.

A user has moved or deleted theservice definition file.

20504 Red Cisco ICM customserver ended.

Indicates that thecustom server hasended.

The custom server might havebeen ended manually orabnormally. The custom servermust be restarted.

20504 Red Waited <number>seconds forconnection to ICR

The custom server isawaiting connectionfrom ICM.

Ensure that ICM is fullyfunctioning and configuredcorrectly for this IVR.

20504 Red ERROR: ReadingSockets Process Queue- return code <returncode>

An internalinter-processcommunication errorhas occurred.

An internal communicationhandle has become corrupt, aprocess has terminated or an AIXerror has occurred. Contact IBMSupport for assistance inresolving.

20504 Red ERROR: ICR CloseRequest received -Status <statusnumber>, Text ><textstring><.

ICM has requestedthat the connectionbe closed

ICM is shutting down.

20504 Red ERROR: Unable to getnumber of availablechannels.

The custom serverfailed in an attemptto retrieve channelstatus informationfrom WebSphereVoice Response.

The communication withWebSphere Voice Response hasbeen broken. Possibly WebSphereVoice Response terminatedunexpectedly. Follow theinstructions under the headingSystem restart at the end of thistable.


Table 16. Cisco ICM custom server error messages (continued)

Errornumber


20504 Red ERROR: Unable to getstate of channels


The communication betweenWebSphere Voice Response hasbeen broken. Possibly WebSphereVoice Response terminatedunexpectedly. Follow theinstructions under the headingSystem restart at the end of thistable.

20504 Red ERROR: No entry inTrunk Status Table forCallID <Call IDnumber>

A CallID cannot beassociated with therequested function ormessage.

Ensure application flow is correctsuch that call ids are associatedwith a call prior to messagesbeing exchanged with ICM.

20504 Red ERROR: InvalidService Definition file.See Yellow Warnings

The service definitionfile is invalid.

Correct the syntax errors withinthe service definition file.

20504 Red ERROR: Unable todetermine status ofchannels.


The communication betweenWebSphere Voice Response hasbeen broken. Possibly WebSphereVoice Response terminatedunexpectedly. Follow theinstructions under the headingSystem restart at the end of thistable.

20504 Red ERROR: Reading VRUMonitor ProcessQueue - return code<return code>


An internal communicationhandle has become corrupt, aprocess has terminated or an AIXerror has occurred. Follow theinstructions under the headingCustom server restart at the end ofthis table.

20504 Red ERROR: Creatingsocket, errno <errornumber>


An internal communicationhandle has become corrupt, aprocess has terminated or an AIXerror has occurred. Follow theinstructions under the headingSystem restart at the end of thistable.

20504 Red ERROR: Getting Hostaddress for<hostname>.

An AIX erroroccurred while tryingto resolve thehostname.

Ensure that the host name can becorrectly resolved on thecommand line and retry. Followthe instructions under theheading System restart at the endof this table.



Errornumber


20504 Red ERROR: Getting Portnumber for Service<service name>

An error occurredattaching to a portfor the specifiedservice.

Ensure that the port is not in useby another process and retry.

20504 Red ERROR: Binding tosocket. <Error string>errno X.



20504 Red ERROR: Waited<number> seconds forSocket connection tocomplete.



20504 Red ERROR: Listening tosocket, errno <errornumber>



20504 Red Failed to accept socketafter <number>attempts, errno <errornumber>.


An internal communicationhandle has become corrupt, aprocess has terminated or an AIXerror has occurred. Contact IBMSupport for assistance inresolving. Follow the instructionsunder the heading System restartat the end of this table.

20504 Red ERROR: Writing tosocket. <socket name>



Appendix C. Cisco ICM custom server error messages 123


Errornumber


20504 Red Attempting to read<number> bytes fromsocket, maximumtemporary buffer<number>.



20504 Red ERROR: Reading fromsocket. <socket name>



20504 Red Message too long:length asked for<number>, lengthreceived <number>,maximum length<number>.



20504 Red ERROR:CA_Execute_State_Table failed-rc<return code>,CA_errno <errornumber>.



20504 Red ERROR: Failed tocreate Queue<number> using<path name>.



20504 Red ERROR: Failed toflush Queue<number>.





Errornumber


20504 Red ERROR: Queue Key isinvalid for Queue<queue name>.



20504 Red ERROR: Failed to getaccess to Queue<number> using<queue name>.



20504 Red ERROR: Enqueuing amessage - rc <returncode>, errno <errornumber>.



20504 Red ERROR: Flush Queuefailed.



20504 Red ERROR: Poll wasinterrupted:CA_errno=<errornumber>;errno=<error number.



20504 Red ERROR: In CA_Poll,CA_errno=<errornumber>;errno=<errornumber>





Errornumber


20504 Red ERROR: Unable toallocate memory forservice data, errno =<error number>.

An internal memoryerror has occurred.

An internal memory handle hasbecome corrupt, a process hasterminated or an AIX error hasoccurred. Follow the instructionsunder the heading System restartat the end of this table.

20504 Red ERROR: Only<number> entriesallowed in ServiceDefinition table.

The service definitionfile is invalid.

The service definition file isinvalid and should be modifiedappropriately.

20504 Red ERROR: errno <errornumber> in stat for<service definitionfile>.

The service definitionfile has been deleted,locked or corrupted.

Ensure that a valid servicedefinition file exists and retry.

20504 Red ERROR: closingService Definition Filerc=<return code>

The service definitionfile has been deleted,locked or corrupted.

Ensure that a valid servicedefinition file exists and retry.

20504 Red ERROR: InvalidMessageType (SCI) of<message type>.

A message has beenreceived whichcannot be handled bythe custom server.The message will bediscarded.

Verify the application design onboth the IVR and ICM. If theproblem continues, contact IBMsupport for assistance inresolving.

20504 Red ERROR: InvalidMessageType of<message type>.



20504 Red Unable to Unlockshared memory,reason: <error string>



20504 Red Lock semaphorenon-zero!!





Errornumber


20504 Red Unable to Lock sharedmemory, reason:<error string>



20504 Red Lock semaphore >1!! An internal memoryerror has occurred.


20504 Red ERROR: Cannot openshared resource file -<resource file>



20504 Red ERROR: creatingglobal shared memorysegment



20504 Red Multiple instanceswere configured, butno parameterdefinition file wasspecified.

The custom serverparameters areincorrect.

Ensure that the custom serverparameters are configuredcorrectly.

20504 Red ERROR: Must select atleast one: -K (EDFI) or-U (SCI).



20504 Red ERROR: Failed tocreate queues with rc= <return code>, path= <path name>





Errornumber


20504 Red ERROR: Unable toattach to DirectTalk,CA_errno=<errornumber>


An internal communicationhandle has become corrupt, aprocess has terminated or an AIXerror has occurred. Ensure WVRis running. Follow theinstructions under the headingSystem restart at the end of thistable.

20504 Red ERROR: Failed toattach shared memory.



20504 Red ERROR: Failed tocreate semaphore withrc = <return code>.



20504 Red ERROR: Failed toallocate sharedmemory with rc =<return code>.Queue_Path [<queuename>]



20504 Red No pipe to customserver process forinstance number<instance number>


Ensure that the custom serverparameters are correct. Ifrunning in a multi-instanceenvironment ensure that theSet_Instance_Number functionhas been correctly invoked. Ifapplication error is ruled outthen it is possible that aninternal communication handlehas become corrupt, a processhas terminated or an AIX errorhas occurred. Follow theinstructions under the headingCustom server restart at the end ofthis table.



Errornumber


20504 Red Write() for instancenumber <instancenumber>failed, errno<errornumber>(<errorstring>)



20504 Red Write() for instancenumber <instancenumber> failed .



20504 Red ECC Tag arraydatabase full


An internal memory handle hasbecome corrupt, a process hasterminated or an AIX error hasoccurred. Contact IBM Supportfor assistance in resolving.

20504 Red ERROR: No entry inCall Table for CallID<Callid>.

A CallID cannot beassociated with therequested function ormessage.

Ensure application flow is correctsuch that call ids are associatedwith a call prior to messagesbeing exchanged with ICM.



Errornumber


20504 Red ERROR: UnknownMessage(<messageid>) read by CallProcess



20504 Red ERROR: Reading CallProcess Queue -return code <returncode>



20504 Red ERROR: ProcessingMessage - return code<return code>



20504 Red ERROR: Call Processterminating -Operational Status =<return code>

Either the customserver is terminatingor an internalinter-processcommunication errorhas occurred.

An internal communicationhandle may have becomecorrupt, a process has terminatedor an AIX error has occurred.Contact IBM Support forassistance in resolving.

20504 Red ERROR: Poll wasinterrupted:errno=<errornumber>



20504 Red ERROR: In poll,errno=<errornumber>





Errornumber


20504 Red Activity was detected,but could not beallocated to a process.Contact IBM Supportfor furtherinformation.



20504 Red read() failed, errno<errornumber>(<errorstring>) - closing childprocess for link_id<link id>



20503 Yellow ERROR: UnknownFunction ID -<function id>. Themessage will bediscarded.

A message wasreceived from a statetable for a functionid which cannot beprocessed by thecustom server.

Verify the application design. Ifthe problem continues, contactIBM support for assistance inresolving.

20503 Yellow An invalid number ofinstances wasspecified, defaultingto 1



20503 Yellow ERROR: Invalidparameter(s) - Childinstance <instancenumber> terminating



20503 Yellow WARNING: -Bparameter was notspecified. DefaultingDialogue ID to<number>



20503 Yellow WARNING: -B<startinteger> was not inthe required range.Defaulting DialogueID to <number>





Errornumber


20503 Yellow ERROR: CallID <callid number> onTrunkGp <trunkgroup number>Trunk<trunk number> notcleared.

Indicates that aCallID associatedwith a particulartrunk group andtrunk was not releasewhen the call ended.

The state table has failed toidentify a call event that causedthe call to end. The state tablemust be changed to ensure thatits error handling capabilitieshandle this call condition. Thiserror is not critical toapplications.

20503 Yellow Service Name’<service name>’ is aduplicate.

Indicates that twoservice names in theservice definition fileare identical.

A user has modified the servicedefinition file incorrectly whilethe custom server was running.

20503 Yellow ERROR: From poll intest_socket, errno =<error number>



20503 Yellow ERROR: No service isavailable.

Indicates that noservices are availablein the servicedefinition file.

A user has modified the servicedefinition file to indicate that noservices are available on thisVRU.

20503 Yellow ERROR: The latestversion of the servicedefinition file has notbeen loaded.

Indicates that theservice definition fileis not valid and willnot be uploaded tothe ICM.

A user has modified the servicedefinition file incorrectly whilecustom server was running.

20503 Yellow Service ID“<number>” is aduplicate.

Indicates that twoServiceIDs in theservice definition fileare identical.


20503 Yellow State table “<statetable name>” is aduplicate.

Indicates that twostate table names inthe service definitionfile are identical.


20503 Yellow Cisco ICM customserver: No channelsare in service.

Indicates that nochannels on the VRUare in service.

The WebSphere Voice Responsesystem has just initialized withno channels in service, or a userhas quiesced or disabled thechannels.



Errornumber


20503 Yellow ERROR: CallID<CallID> on TrunkGp<TrunkGp> Trunk<Trunk> not clearedby previous callinstance.

Indicates that aCallID associatedwith a particulartrunk group andtrunk was not releasewhen the call ended.

The state table has failed toidentify a call event that causedthe call to end. The state tablemust be changed to ensure thatits error handling capabilitieshandle this call condition. Thiserror is not critical toapplications.

20502 Green INFO: ICRre-connection#<connectionnumber> completed.

Connection with ICMhas beenreestablished after anoutage.

20502 Green Cisco ICM customserver: No channelsare in service,problem hasCLEARED.

Indicates that theabove error conditionhas cleared.

n/a

20502 Green Cisco ICM customserver: Loaded andInitializing ICM/PGSession.

Indicates that thecustom server hasinitialized.

n/a

System restart:

1. Restart WebSphere Voice Response. If this fails to resolve the problem, proceed to step 2.

2. Restart the pSeries computer. If this fails to resolve the problem, contact IBM support for assistance

Custom server restart:

1. Restart the Cisco ICM custom server. If this fails to resolve the problem, contact IBM support forassistance



Appendix D. Format of status and trace data

This appendix describes the format of the output of the Cisco ICM customserver. It does not describe the messages that are sent to the ICM.

Three types of printable output are available from the Cisco ICM customserver.1. Color coded messages that are monitored by the WebSphere Voice

Response System Monitor and saved in the $OAM_LOG_PATH/errorlogfile.

2. Status and trace data that is saved in the specified log file by using the -lflag as described in “Custom server parameters” on page 12, and alsodisplayed in the WebSphere Voice Response Status window.

Status data

The example in this section shows the format of data that is in the log file.Similar data, though not so much of it, is stored in the DTstatus.out file.

Tue Jan 23 14:36:04 2001 Custom Server started. Built Build Date Time BuiltTue Jan 23 14:36:04 2001 The Log File name is /usr/lpp/dirTalk/db/current_dir/oamlog//GeoTel.Log.Tue Jan 23 14:36:04 2001 This machine's name is ashlett.Tue Jan 23 14:36:04 2001 The Host name is any.Tue Jan 23 14:36:04 2001 The Port number is 7001.Tue Jan 23 14:36:04 2001 The Service Definition File name is ./service.def.Tue Jan 23 14:36:04 2001 The GeoTel ICR connection set-up will not timeout.Tue Jan 23 14:36:04 2001 The Time Zone Delta is 0 seconds.Tue Jan 23 14:36:04 2001 The Simulator will execute as a process within the custom server.Tue Jan 23 14:36:04 2001 Simulator Process pid = 225992.Tue Jan 23 14:36:04 2001 VRU Monitor Process pid = 22538.Tue Jan 23 14:36:04 2001 The Service Definition file has been validated.Tue Jan 23 14:36:04 2001 24 channels in service.Tue Jan 23 14:36:04 2001 The VRU Monitor Process has started.Tue Jan 23 14:36:04 2001 Call Process pid = 224488.Tue Jan 23 14:36:04 2001 The Sockets Process has started.Tue Jan 23 14:36:04 2001 Trying to connect to the GeoTel ICR.Tue Jan 23 14:36:04 2001 Socket Process pid = 229088.Tue Jan 23 14:36:04 2001 The Call Process has started.


Tue Jan 23 14:36:09 2001 A connection with the ICR has been opened.Tue Jan 23 14:36:09 2001 Resetting Last_Message Variable For the NEW Connection.Tue Jan 23 14:36:09 2001 Resetting Last_Message Variable For the NEW Connection.Tue Jan 23 14:36:11 2001 =>OPEN_REQ InvokeID >143612< VersionNumber >4< IdleTimeout >20000<Tue Jan 23 14:36:11 2001 <-OPEN_REQ InvokeID >143612< VersionNumber >4< IdleTimeout >20000<Tue Jan 23 14:36:11 2001 ->OPEN_CONF InvokeID >143612< UseEventFeed >1< UsePolledFeed >0<UseCallRouting >0< UseTimeSynch >0< SciUseServiceControl >1<Tue Jan 23 14:36:11 2001 <=OPEN_CONF InvokeID >143612< UseEventFeed >1< UsePolledFeed >0<UseCallRouting >0< UseTimeSynch >0< SciUseServiceControl >1<Tue Jan 23 14:36:11 2001 =>SERVICE_CONTROL_DEFAULT SciMessageSubType >1< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_REQ InvokeID >225992<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >2< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_CONF InvokeID >29384<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >3< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_DATA InvokeID >29384< SciServiceFeatures >15<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >13< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_TRKGRP InvokeID >29384< TrunkGroupID >1< TrunkCount >24<TrunkNumber[1] >1< TrunkStatus[1] >4< TrunkNumber[2] >2< TrunkStatus[2] >4<TrunkNumber[3] >3< TrunkStatus[3] >4< TrunkNumber[4] >4< TrunkStatus[4] >4<TrunkNumber[5] >5< TrunkStatus[5] >4< TrunkNumber[6] >6< TrunkStatus[6] >4<TrunkNumber[7] >7< TrunkStatus[7] >4< TrunkNumber[8] >8< TrunkStatus[8] >4<TrunkNumber[9] >9< TrunkStatus[9] >4< TrunkNumber[10] >10< TrunkStatus[10] >4<TrunkNumber[11] >11< TrunkStatus[11] >4< TrunkNumber[12] >12< TrunkStatus[12] >4<TrunkNumber[13] >13< TrunkStatus[13] >4< TrunkNumber[14]>14< TrunkStatus[14] >4<TrunkNumber[15] >15< TrunkStatus[15] >4< TrunkNumber[16] >16< TrunkStatus[16] >4<TrunkNumber[17] >17< TrunkStatus[17] >4< TrunkNumber[18] >18< TrunkStatus[18] >4<TrunkNumber[19] >19< TrunkStatus[19] >4< TrunkNumber[20] >20< TrunkStatus[20] >4<TrunkNumber[21] >21< TrunkStatus[21] >4< TrunkNumber[22] >22< TrunkStatus[22] >4<TrunkNumber[23] >23< TrunkStatus[23] >4< TrunkNumber[24] >24< TrunkStatus[24] >4<Tue Jan 23 14:36:12 2001 <-HEARTBEAT_REQ InvokeID >143614<Tue Jan 23 14:36:12 2001 ->HEARTBEAT_CONF InvokeID >143614<Tue Jan 23 14:36:12 2001 <-HEARTBEAT_REQ InvokeID >143615<Tue Jan 23 14:36:12 2001 ->HEARTBEAT_CONF InvokeID >143615<Tue Jan 23 14:36:12 2001 <-HEARTBEAT_REQ InvokeID >143616<Tue Jan 23 14:36:12 2001 ->HEARTBEAT_CONF InvokeID >143616<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >1< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >2< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >3< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >15< SciDialogueID>4294967295< SciSendSeqNum >4294967295<


All error messages begin ERROR:.

Trace data

The example in this section shows the format of data that is produced to helpdebug problems.

INIT_SERVICE_CTRL_VRU InvokeID >29384< CurrentTime >980260572< TimeZoneDelta >0<OperationalStatus >0< StatusVariable[1] >0< StatusVariable[2] >0< StatusVariable[3] >0<StatusVariable[4] >0< StatusVariable[5] >0< StatusVariable[6] >0< StatusVariable[7] >0<StatusVariable[8] >0< StatusVariable[9] >0< StatusVariable[10] >0< StatusVariable[11] >0<StatusVariable[12] >0< StatusVariable[13] >0< StatusVariable[14] >0<StatusVariable[15] >0< StatusVariable[16] >0<

Tue Jan 23 14:36:12 2001 ->SERVICE_CONTROL_DEFAULT SciMessageSubType >4< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_END InvokeID >29384<Tue Jan 23 14:36:12 2001 <=SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >1< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 <=SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >2< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 <=SERVICE_CONTROL_DEFAULT SciMessageSubType >14< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_SERVICE ServiceID >3< AvailableNow >1< CallsInNow >0< CallsOutNow >0<Tue Jan 23 14:36:12 2001 <=SERVICE_CONTROL_DEFAULT SciMessageSubType >15< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_VRU InvokeID >29384< CurrentTime >980260572< TimeZoneDelta >0<

OperationalStatus >0< StatusVariable[1] >0< StatusVariable[2] >0<StatusVariable[3] >0< StatusVariable[4] >0< StatusVariable[5] >0< StatusVariable[6] >0<StatusVariable[7] >0< StatusVariable[8] >0< StatusVariable[9] >0< StatusVariable[10] >0<StatusVariable[11] >0< StatusVariable[12] >0< StatusVariable[13] >0< StatusVariable[14] >0<StatusVariable[15] >0< StatusVariable[16] >0<Tue Jan 23 14:36:12 2001 <=SERVICE_CONTROL_DEFAULT SciMessageSubType >4< SciDialogueID>4294967295< SciSendSeqNum >4294967295<INIT_SERVICE_CTRL_END InvokeID >29384<Tue Jan 23 14:36:17 2001 <-HEARTBEAT_REQ InvokeID >143617<Tue Jan 23 14:36:17 2001 ->HEARTBEAT_CONF InvokeID >143617<Tue Jan 23 14:36:22 2001 <-HEARTBEAT_REQ InvokeID >143618<Tue Jan 23 14:36:22 2001 ->HEARTBEAT_CONF InvokeID >143618<Tue Jan 23 14:36:27 2001 <-HEARTBEAT_REQ InvokeID >143619<Tue Jan 23 14:36:27 2001 ->HEARTBEAT_CONF InvokeID >143619<Tue Jan 23 14:36:32 2001 <-HEARTBEAT_REQ InvokeID >143620<Tue Jan 23 14:36:32 2001 ->HEARTBEAT_CONF InvokeID >143620<

Appendix D. Format of status and trace data 137

GeoTel: m23 15:06:26 :I: ..** Into file_exists, initial.c **GeoTel: :I: ..** Exit file_exists, initial.c, 0 **GeoTel: :I: .** Exit Read_Parameters, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: Custom Server started. Built Build Date Time BuiltGeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18602, file size 18525, addition 77GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: The Log File name is

/usr/lpp/dirTalk/db/current_dir/oamlog//GeoTel.Log.GeoTel: m23 15:06:26 :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18701, file size 18602, addition 99GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: This machine's name is ashlett.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18759, file size 18701, addition 58GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: m23 15:06:26 :I: Log-LOGONLY: The Host name is any.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18807, file size 18759, addition 48GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: The Port number is 7001.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18858, file size 18807, addition 51GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: m23 15:06:26 :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: The Service Definition File name is ./service.def.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 18935, file size 18858, addition 77GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: The GeoTel ICR connection set-up will not timeout.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 19012, file size 18935, addition 77GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: m23 15:06:26 :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: The Time Zone Delta is 0 seconds.


GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 19072, file size 19012, addition 60GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY: Debug is at level 3 -

Will trace ICR messages, Module names, Variables.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 19170, file size 19072, addition 98GeoTel: m23 15:06:26 :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: .** Into Log_Error, initial.c **GeoTel: :I: Log-LOGONLY:

The Simulator will execute as a process within the custom server.GeoTel: :I: ..** Into file_toobig, initial.c **GeoTel: :I: total 19262, file size 19170, addition 92GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :I: Parameters have been validatedGeoTel: :I: .** Into Make_Lock, memory.c **GeoTel: :I: .** Exit Make_Lock, memory.c, 917560 **GeoTel: m23 15:06:26 :I: .** Into Create_Shared_Memory_Segment, memory.c **GeoTel: :I: ..** Into create_segment, memory.c **GeoTel: :I: ..** Exit create_segment, memory.c, 2097217 **GeoTel: :I: Shared memory segment already exists: re-creatingGeoTel: :I: ..** Into destroy_segment, memory.c **GeoTel: :I: ..** Exit destroy_segment, memory.c, 0 **GeoTel: :I: ..** Into create_segment, memory.c **GeoTel: :I: ..** Exit create_segment, memory.c, 2228289 **GeoTel: :I: .** Exit Create_Shared_Memory_Segment, memory.c, 2228289 **GeoTel: :I: .** Into Attach_Segment, memory.c **GeoTel: :I: .** Exit Attach_Segment, memory.c, 1879048192 **GeoTel: m23 15:06:26 :I: .** Into Create_Queues, queues.c **GeoTel: :I: ..** Into Flush_Queue, queues.c **GeoTel: :I: Queue 0 > Status is -1, errno is 35GeoTel: :I: ..** Exit Flush_Queue, queues.c, 0 **GeoTel: :I: ..** Into Flush_Queue, queues.c **GeoTel: :I: Queue 1 > Status is 16, errno is 35GeoTel: :I: Status is -1, errno is 35GeoTel: :I: ..** Exit Flush_Queue, queues.c, 0 **GeoTel: :I: ..** Into Flush_Queue, queues.c **GeoTel: :I: Queue 2 > Status is 16, errno is 35GeoTel: :I: Status is -1, errno is 35GeoTel: m23 15:06:26 :V: ...** Exit Attach_Segment, memory.c, -2147483648 **GeoTel: m23 15:06:26 :I: total 19378, file size 19319, addition 59GeoTel: :V: ...** Into Load_Service_Data, service.c **GeoTel: :I: ..** Exit file_toobig, initial.c, 0 **


GeoTel: :V: file: >./service.def<GeoTel: :V: ....** Into Service_Definition_Time, service.c **GeoTel: :V: ....** Exit Service_Definition_Time, service.c, 980179341 **GeoTel: :I: .** Exit Log_Error, initial.c, 0 **GeoTel: :V: filedata 1: >* Service Definition File<GeoTel: :V: ....** Into Add_Service_Data, service.c **GeoTel: :V: ServiceID is non-numeric >*< (errno 35) - record is ignoredGeoTel: :V: ....** Exit Add_Service_Data, service.c, 0 **GeoTel: :V: rc: 0 for entry 0 @ 536918788 :- >* Service Definition File<GeoTel: :V: ....** Into List_Service_Data, service.c **GeoTel: m23 15:06:26 :V: pService_Data is @ 0...GeoTel: m23 15:06:26 :V: ....** Exit List_Service_Data, service.c, 0 **GeoTel: :V: filedata 4: >2 y GeoTel1 Problem Support<GeoTel: :V: ....** Into Add_Service_Data, service.c **GeoTel: :V: ServiceAvailable set to 1GeoTel: :V: ServiceName = >Problem Support<GeoTel: :V: Service: 2 ServiceAvailable: 1 StateTable:

>GeoTel1< ServiceName: >Problem Support<GeoTel: :V: *ppService_Data 564417848GeoTel: :V: ServiceName: >Problem Support< key >General Info<GeoTel: :V: StateTable: >GeoTel1< key >None<GeoTel: :V: Added Entry 2 @ 564417928GeoTel: :V: ....** Exit Add_Service_Data, service.c, 0 **GeoTel: m23 15:06:26 :V: rc: 0 for entry 2 @ 536918788 :- >2

y GeoTel1 Problem Support<...GeoTel: m23 15:06:31 :T: Creating Socket.GeoTel: :T: SO_DEBUG 00 00 00 01 SO_REUSEADDR 00 00 00 04SO_KEEPALIVE 00 00 00 08 TCP_NODELAY 00 00 00 01 TCP_RFC1323 00 00 00 04SO_LINGER 00 00 00 80 00 00 00 00SO_SNDBUF 00 00 40 00 SO_TYPE 00 00 00 01GeoTel: :T: Finished Creating Socket 4 (Options 1).GeoTel: :T: .....** Exit Create_Socket, sockets.c, 0 **GeoTel: :T: Connecting to the Socket ...id = 4GeoTel: :T: Connected to the socketGeoTel: :T: ....** Exit Connect_Socket, sockets.c, 0 **GeoTel: m23 15:06:31 :S: Socket file desc. received from accept is 5, errno = 35GeoTel: :T: *pSocket_FD <4>GeoTel: :S: ....** Exit Accept_Socket, sockets.c, 0 **GeoTel: :T: ...** Exit Open_Socket, sockets.c, 0 **GeoTel: :T: The return code from open of ICR socket is 0GeoTel: :S: *pSocket_FD <5>GeoTel: :S: ...** Exit Open_Socket, sockets.c, 0 **GeoTel: :T: ...** Into Log_Error, initial.c **GeoTel: :S: The return code from open of ICR socket is 0GeoTel: m23 15:06:31 :T: Log-LOGONLY: Resetting Last_Message Variable For the NEW Connection.GeoTel: :S: ...** Into Log_Error, initial.c **GeoTel: :S: Log-LOGONLY: A connection with the ICR has been opened.GeoTel: :T: ....** Into file_toobig, initial.c **GeoTel: :S: ....** Into file_toobig, initial.c **GeoTel: m23 15:06:31 :V: ...** Exit Poll_Queue, queues.c, 0 **


Notes that help you to understand the trace:v The time stamp is printed only when it changes, or every 20 lines.v The process that issued the messages is shown between colons after the

time stamp:

C Call Process

I Initialization

S Socket Process

T Simulator Process

V VRU Monitor Processv An entry into a subroutine is shown by a messages that begin ** Into.

...GeoTel: :T: ->OPEN_REQ @0 InvokeID:4 >15633< @4 VersionNumber:4 >4< @8

IdleTimeout:4 >20000<GeoTel: :T: .....** Exit Message, messages.c, 3 **GeoTel: :T: S02 L12 T3 >00 00 3d 11 00 00 00 04 00 00 4e 20<GeoTel: :T: ....** Exit Read_File, simulate.c, 20 **GeoTel: :T: MsgSize: 20GeoTel: :T: S01 L12 T3 >00 00 3d 11 00 00 00 04 00 00 4e 20<GeoTel: :T: ....** Into Process_Sockets_Msg, sockproc.c **GeoTel: :T: Simulator 1, Source 2GeoTel: :T: .....** Into Process_Msg, simulate.c **GeoTel: m23 15:06:32 :T: Source of Message = Simulator FileGeoTel: :T: S00 L12 T3 >00 00 3d 11 00 00 00 04 00 00 4e 20<GeoTel: :T: ......** Into Message, messages.c **GeoTel: :T: msg: 3 ToMSG: 0 Log: 0GeoTel: :T: <-OPEN_REQ @0 InvokeID:4 >15633< @4 VersionNumber:4 >4< @8

IdleTimeout:4 >20000<GeoTel: :T: ......** Exit Message, messages.c, 3 **GeoTel: :T: S01 L12 T3 >00 00 3d 11 00 00 00 04 00 00 4e 20<GeoTel: :T: ......** Into Put_Message, sockproc.c **GeoTel: :T: .......** Into Message, messages.c **GeoTel: :T: msg: 3 ToMSG: 1 Log: 0GeoTel: :T: ->OPEN_REQ @0 InvokeID:4 >15633< @4 VersionNumber:4 >4< @8

IdleTimeout:4 >20000<GeoTel: m23 15:06:32 :T: .......** Exit Message, messages.c, 3 **GeoTel: :T: .......** Into Monitor, messages.c **GeoTel: :T: Monitor operation = 1GeoTel: :T: .......** Exit Monitor, messages.c, 0 **GeoTel: :T: .......** Into Put_Socket, sockproc.c **GeoTel: :T: ........** Into Write_Socket, sockets.c **GeoTel: :T: Writing to socket 4 size 20.GeoTel: :T: ........** Exit Write_Socket, sockets.c, 20 **GeoTel: :T: ........** Into Log_Message, messages.c **GeoTel: :T: .........** Into Message, messages.c **GeoTel: :T: mtype -999...


v An exit from a subroutine is shown by messages that begin ** Exit. Thereturn code goes before the final **.

v Because all the processes write to the standard output, interrupted printlines might occur.

Printable ICM messages

A printable form of an ICM message might appear in the log and trace files.The format of a message is shown in this section.v An indication of the flow of the message, as follows:

<- The message is received by the Cisco ICM custom server.

-> The message is sent from the Cisco ICM custom server.

<= The message is received by the simulator.

=> The message is sent from the simulator.v The name of the messagev The contents of the message shown in pairs of:

– Field name– Field content delimited by > and <Empty STRING data is not shown.

In a trace file, a message appears with the additional data of:v Offset of field from start of message shown following @v Length of field shown following : at the end of a field name

You can use an example of a message in “Status data” on page 135.


Notices

This information was developed for products and services offered in theU.S.A.

IBM® may not offer the products, services, or features discussed in thisdocument in other countries. Consult your local IBM representative forinformation on the products and services currently available in your area. Anyreference to an IBM product, program, or service is not intended to state orimply that only that IBM product, program, or service may be used. Anyfunctionally equivalent product, program, or service that does not infringeany IBM intellectual property right may be used instead. However, it is theuser’s responsibility to evaluate and verify the operation of any non-IBMproduct, program, or service.

IBM may have patents or pending patent applications covering subject matterdescribed in this document. The furnishing of this document does not giveyou any license to these patents. You can send license inquiries, in writing, to:

The IBM Director of Licensing, IBM Corporation,North Castle Drive,Armonk,NY 10504-1785,U.S.A.

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IBM may use or distribute any of the information you supply in any way itbelieves appropriate without incurring any obligation to you.

Licensees of this program who wish to have information about it for thepurpose of enabling: (i) the exchange of information between independentlycreated programs and other programs (including this one) and (ii) the mutualuse of the information which has been exchanged, should contact: IBM UKLimited, Department 88013, 4NW, 76/78 Upper Ground, London, SE1 9PZ,England. Such information may be available, subject to appropriate terms andconditions, including in some cases, payment of a fee.

The licensed program described in this document and all licensed materialavailable for it are provided by IBM under terms of the IBM CustomerAgreement, IBM International Programming License Agreement, or anyequivalent agreement between us.

Information concerning non-IBM products was obtained from the suppliers ofthose products, their published announcements or other publicly availablesources. IBM has not tested those products and cannot confirm the accuracyof performance, compatibility or any other claims related to non-IBMproducts. Questions on the capabilities of non-IBM products should beaddressed to the suppliers of those products.

COPYRIGHT LICENSE: This information contains sample applicationprograms in source language, which illustrate programming techniques onvarious operating platforms. You may copy, modify, and distribute thesesample programs in any form without payment to IBM, for the purposes ofdeveloping, using, marketing or distributing application programs conformingto the application programming interface for the operating platform for whichthe sample programs are written. These examples have not been thoroughly


tested under all conditions. IBM, therefore, cannot guarantee or implyreliability, serviceability, or function of these programs.

For country-specific notes on the use of WebSphere Voice Response, refer tothe README file located in the directory /usr/lpp/dirTalk/homologation.The file name is in the format README_homologation.xxxx, where xxxx isthe country/region identifier.

Trademarks

IBM, the IBM logo, and ibm.com are trademarks or registered trademarks ofInternational Business Machines Corporation in the United States, othercountries, or both. If these and other IBM trademarked terms are marked ontheir first occurrence in this information with a trademark symbol (® or ™),these symbols indicate U.S. registered or common law trademarks owned byIBM at the time this information was published. Such trademarks may also beregistered or common law trademarks in other countries. A current list of IBMtrademarks is available on the Web at Copyright and trademark information(http://www.ibm.com/legal/copytrade.shtml).

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Java and all Java-based trademarks and logos are trademarks of SunMicrosystems, Inc. in the United States, other countries, or both.

Other company, product or service names may be trademarks or servicemarks of others.

Notices 145

http://www.ibm.com/legal/copytrade.shtml


Glossary

The following terms and abbreviations are defined as they are used in the context ofWebSphere Voice Response. If you do not find the term or abbreviation you are looking for,see IBM Dictionary of Computing, McGraw-Hill, 1994 or the AIX: Topic Index and Glossary,SC23–2513.

Special Characters

µ-law The companding algorithm that isused primarily in North Americaand Japan when converting fromanalog to digital speech data.(Compand is a contraction ofcompress and expand.) Contrastwith A-law.

Numerics

2 B-channel transfer featureSee Integrated Services DigitalNetwork (ISDN) two B-channeltransfer.

3270 host applicationAn application on the IBMSystem/370™ System/390®, orAS/400® that interacts withterminals that support the 3270 datastream.

3270 script languageSee script language.

3270 serverA function of WebSphere VoiceResponse that provides a softwareinterface between WebSphere VoiceResponse and IBM System/370,System/390, or AS/400 architecturebusiness applications that interactwith terminals that support the 3270data stream. Contrast with customserver.

5ESS (1) A Lucent Technologies switch.

(2) The ISDN protocol that is usedon the 5ESS switch. It provides 23B-channels and a D-channel over aT1 trunk.

6312 Digital Trunk Telephony Adapter(DTTA)

See Digital Trunk Telephony Adapter.

6313 Digital Trunk Telephony Adapter(DTTA) with Blind Swap Cassette (BSC)

See Digital Trunk TelephonyAdapter with Blind Swap Cassette.

A

A-law The companding algorithm that isused in Europe, Latin America, andother countries when convertingfrom analog to digital speech data.(Compand is a contraction ofcompress and expand.) Contrastwith µ-law.

access protocolA protocol that is used between anexternal subscriber and a switch in atelephone network.

ACD See automatic call distributor.

ACL See application connectivity link.

action See state table action.

Action PaletteAn area that contains folders andicons that can be selected to createstate table actions.


Address Resolution Protocol (ARP)In HACMP, the Internetcommunication protocol thatdynamically maps Internetaddresses to physical (hardware)addresses on local area networks.Limited to networks that supporthardware broadcast.

The usr/sbin/cluster/etc/clinfo.rcscript, which is invoked by theclinfo daemon whenever a networkor node event occurs, updates thesystem ARP cache. This ensures thatthe IP addresses of all cluster nodesare updated after an IP addresstakeover. The script can be furthercustomized to handle site-specificneeds.

administrator profileData that describes a WebSphereVoice Response user. Informationthat is in an administrator profileincludes ID, password, languagepreference, and access privileges.

ADSI See analog display services interface.

ADSI telephoneA “smart” telephone that caninterpret and return ADSI data.

advanced intelligent network (AIN)A telephone network that expandsthe idea of the intelligent network(IN) to provide special services moreefficiently; for example, by givingusers the ability to program manyof the services themselves.

AIN See advanced intelligent network.

alarm Any condition that WebSphere VoiceResponse thinks worthy ofdocumenting with an error message.Strictly, the term alarm shouldinclude only red (immediateattention) and yellow (problem

condition), but it is also used torefer to green (a red or yellowmessage has been cleared) andwhite (information) conditions.Contrast with alert.

alert A message that is sent to a centralmonitoring station, as the result ofan alarm. Contrast with alarm.

alternate mark inversion (AMI)A T1 line coding scheme in whichbinary 1 bits are represented byalternate positive and negativepulses and binary 0 bits by spaces(no pulse). The purpose is to makethe average dc level on the lineequal to zero.

AMI See alternate mark inversion.

analogData in the form of continuouslyvariable signals, such as voice orlight signals.

analog display services interface (ADSI)A Bellcore signaling protocol that isused with existing voice networks.ADSI supports analog transmissionof voice and text-based informationbetween a host or switch, voice mailsystem, service bureau, or similar,and a subscriber’s ADSI-compatiblescreen telephone. A singlevoice-grade telephony channel isshared between voice and data,using a technique by which thechannel is taken over for thetransmission of modem-encodeddata.

ANI See automatic number identification.

annotationIn speech recognition, analphanumeric string that is used tomark a grammar when it is defined.When the grammar is used in an


application, both the word and thealphanumeric string are returned tothe application.

announcement-only greetingIn voice mail, a greeting that doesnot give the caller a chance to leavea voice message.

applicationA (usually) customer-writtenprogram or set of programs thatmight consist of one or more statetables or custom servers that arerunning on WebSphere VoiceResponse, with associated voicesegments. See voice application.

application connectivity link (ACL)A service that transmits out-of-bandinformation between WebSphereVoice Response and the SiemensHicom 300 switch.

application profileData that describes initial actionsthat are to be performed when thetelephone is answered. Informationin an application profile indicates tothe channel process which statetable to load.

application server interface (ASI)The principal software componentof WebSphere Voice Response thatmanages the real-time channelprocessing.

application server platform (ASP)A platform that is used for Web andvoice applications for e-business.

ASI See application server interface.

ASP See application server platform.

audio nameThe audible name that relates to aspecific application profile ID andmailbox.

auto-attendantAutomated attendant. A voiceapplication that answers incomingcalls and asks callers which numberor other service they would like.

automatic call distributor (ACD)A telephone system feature thatautomatically queues and processesinbound calls according topredefined rules. For example, a callmight be routed to the agent whoseline has been idle longest.

automatic number identification (ANI)A service available in the U.S. thatprovides the telephone number ofthe calling party. It is generated bythe caller’s originating central officeswitch, sent to a telephone networkcarrier if required, then sent directlyeither to a switch or to a voiceprocessing system.

autostubbingA state table icon view utility thatautomatically converts lines intostubs when they cross a specifiednumber of columns.

B

B8ZS Bipolar with 8-zero substitution. AT1 line code that is required for64Kb channels such as ISDN.

B-channelSee bearer channel. See also IntegratedServices Digital Network (ISDN) .

background musicAny audio data that is to be playedon a music channel.

barge-inThe capability that allows a promptto be interrupted by an utterance

Glossary 149

that is then passed to a speechrecognizer. See also cut-throughchannel.

baseformsThe set of phonetic pronunciationsthat are associated with a grammar.In WebSphere Voice Server, the IBMdictionary of pronunciations is used.

basic rate interface (BRI)The means of ISDN access that isnormally used by privatesubscribers. It provides twoB-channels of 64 Kb per second andone D-channel of 16 Kb per secondfor signaling. This is often known as2B+D. Contrast with primary rateinterface (PRI).

beans Java beans with which you canbuild voice applications to use theservices of WebSphere VoiceResponse on any platform.

bearer channelIn an ISDN interface, a duplexchannel for transmitting data ordigital voice between the terminaland the network. The B-channeloperates at 64 Kb per second.

bearer serviceThe type of service that defines howan ISDN connection will be used.Typical bearer services are speechtelephony, 64 Kb per second data,and high-quality speech.

blind transferA type of call transfer in which thecall is routed to another extensionand the original call is ended. Nocheck is made to determine whetherthe transferred call is answered or ifthe number is busy. Contrast withscreened transfer.

bnf Abbreviation for Backus-Naur Form,

which is used to describe the syntaxof a given language and its notation.In speech recognition, a specialadaptation of grammarrepresentation that is specified bySpeech Recognition Control Language(SRCL) (pronounced “circle”).

bos Base Operating System.

bps bits per second.

BRI See basic rate interface.

bridge See DVT bridge.

British Approvals Board forTelecommunications

The British standards organizationthat is responsible for approval ofequipment that is to be attached tothe PSTN.

C

cadenceThe modulated and rhythmicrecurrence of an audio signal. Forexample, a series of beeps or aseries of rings.

call Telephone call. Often used to meana single run-time instance of a voiceapplication.

call centerA central point at which all inboundcalls are handled by a group ofindividuals in a controlledsequential way. Call centers areusually a front end to a businesssuch as airline ticketing or mailorder.

Call Control eXtensible Markup Language(CCXML)

Language designed to providetelephony call control support forVoiceXML or other dialog systems.


Refer to the CCXML forum web siteat http://www.w3.org/TR/ccxml

call forwardingThe process of sending incomingcalls to a different number.

called partyAny person, device, or system thatreceives a telephone call. Contrastwith caller.

caller (1) Any person, device, or systemthat makes a telephone call. (2)Often used to refer to any user of avoice application, althoughWebSphere Voice Response mighthave made an outbound call andthe user is really the called party. (3)In voice mail, any person whomakes a telephone call to asubscriber. Contrast with user.

calling line identification presentation(CLIP) An ISDN supplementary service

that advises the called party of thecaller’s number; for example, bydisplaying it on a telephone displaypanel.

CallPathSoftware that provides basiccomputer-telephony integration(CTI) enablement andcomprehensive CTI functionality.This includes access to, andmanagement of, inbound andoutbound telecommunications.

call sessionThe sequence of events that occursfrom the time a call is started to thetime all activities related toanswering and processing the callare completed.

call transferA series of actions that directs a call

to another telephone number. Seealso dual-line call transfer.

CAS See channel associated signaling.

cascading resourcesResources that can be taken over bymore than one node. A takeoverpriority is assigned to eachconfigured cluster resource group ina per-node way. In the event of atakeover, the node with the highestpriority gets the resource group. Ifthat node is unavailable, the nodewith the next-highest priority getsthe resource group, and so on.

CAS toneCustomer Premise EquipmentAlerting Signal tone. In ADSI, thistone is sent to the ADSI telephoneto switch the phone to data mode.

CBX See computerized branch exchange.

CCH See Comité de Coordination del’Harmonisation.

CCITTSee Comité Consultatif InternationalTélégraphique et Téléphonique.

CCS See common channel signaling (CCS).

central office (CO)A telephone switching system thatresides in the telephone serviceprovider’s network. Different typesof central office switches exist,depending upon the role of theswitch in the telephone network.Commonly, a central office switchconnects customer lines to othercustomer lines or trunks, and is thepoint at which local subscriber linesend for switching to other lines ortrunks.

central registryA component of the Licence Use

Glossary 151

Management network topology. Aserver’s database that logs requestsfor licenses, upgrades for licenses,and journals all license activity in atamper-proof auditable file.

CEPT See Conference Européenne desAdministrations des Postes etTélécommunications.

CGI See Common Gateway Interface.

channelOne of the 24 channels that are on aT1 trunk, or one of the 30 channelsthat are on an E1 trunk. See alsospeech recognition session, musicchannel.

channel-associated signaling (CAS)A method of communicatingtelephony supervisory or linesignaling (on-hook and off-hook)and address signaling on T1 and E1digital links. The signalinginformation for each traffic (voice)channel is transmitted in a signalingchannel that is permanentlyassociated with the traffic channel.On T1 links, supervisory signalingis sent in the traffic channel byusing robbed-bit signaling (RBS). OnE1 links, a separate channel is usedto send signaling. Address signalingcan be transmitted either in thesignaling channel (out-of-band) orin the traffic channel (in-band).Contrast with common channelsignaling (CCS).

channel bankA device that converts an analogline signal to a digital trunk signal.

channel numberThe identifying number that isassigned to a licensed channel onthe T1 or E1 trunk that connects

WebSphere Voice Response to theswitch, channel bank, or channelservice unit.

channel process (CHP)The AIX process that runs the logicof the state table; each active callersession has one active channelprocess.

channel service unit (CSU)A device that is used to connect adigital phone line to a multiplexer, achannel bank, or directly to anotherdevice that generates a digitalsignal. A CSU performs specificline-conditioning and equalizationfunctions, and responds to loopbackcommands that are sent from theCO.

CHP See channel process.

CIC See circuit identification code.

CICS See customer information controlsystem.

circuit identification code (CIC)A 12-bit number that identifies atrunk and channel on which a call iscarried.

clear messageA message that is displayed byWebSphere Voice Response to tellthe operator that a red or yellowerror message has been cleared.

client nodeIn a single system image (SSI), aWebSphere Voice Response systemthat handles interactions withcallers. A client node must have atelephony connection. It does notstore application or voice data; itgets data from the server node ofthe SSI.


CLIP See calling line identificationpresentation.

clusterLoosely-coupled collection ofindependent systems (nodes) thatare organized into a network toshare resources and to communicatewith each other. HACMP definesrelationships among cooperatingsystems where peer cluster nodesprovide the services that a clusternode offers if that node cannot doso.

cluster configurationUser definition of all clustercomponents. Componentinformation is stored in the ObjectData Manager. Components includecluster name and ID, andinformation about member nodes,adapters, and network modules.

CO See central office.

codec Refers to adapters that compressand decompress video files. Theletters ″codec″ represent″compression/decompression″; inthe past, they represented″coder/decoder.″

Comité de Coordination del’Harmonization

The CEPT committee responsible forstandards.

Comitato Elettrotechnico ItalianoThe Italian standards organizationresponsible for signaling protocols.

Comité Consultatif InternationalTélégraphique et Téléphonique (CCITT)

This organization has been renamedand is now known as theInternational TelecommunicationsUnion - TelecommunicationStandardization Sector (ITU-T).

common channel signaling (CCS)A method of communicatingtelephony information and linesignaling events (for example, callsetup and call clearing) on adedicated signaling channel. Thesignaling channel is either apredefined channel on an E1 or T1digital link, or a completely separatelink between the switch andWebSphere Voice Response. For dataintegrity and reliability, theinformation is usuallycommunicated using a data linkprotocol. The telephone informationand line signaling events are sent asdata packets. SS7 and ISDN arecommon-channel signalingprotocols. Contrast with channelassociated signaling.

Common Gateway Interface (CGI)An interface to programs thatprovide services on the world wideWeb.

compiled grammar fileA grammar in binary format thatwas built by the WebSphere VoiceServer grammar development tools.

compound licenseIn License Use Management, a typeof license that allows a systemadministrator to generate licensepasswords for a given number oflicenses. A compound license cangenerate either nodelocked ornon-nodelocked licenses, but notboth

computer-telephony integration (CTI)The use of a general-purposecomputer to issue commands to atelephone switch to transfer callsand provide other services.Typically, CTI is used in call centers.

Glossary 153

computerized branch exchange (CBX)A computer-driven, digitalcommunications controller thatprovides telephone communicationbetween internal stations andexternal networks.

Conférence Européenne desAdministrations des Postes etTélécommunications (CEPT)

European Conference of Postal andTelecommunicationsAdministrations.

configuration fileSee parameter file.

configuration parameterA variable that controls the behaviorof the system or the behavior of allapplications that are running on thesystem. See parameter file, systemparameter.

container windowA window that lists the names of allexisting objects of the same type.

contextA set of one or more grammars thatis enabled and used during arecognition action. The grammarsare specified by a FILELIST file.Parameters that influence therecognition, such as the maximuminitial silence period and the endingsilence period, are also defined bythe context. More than one contextcan be enabled for a recognition.

context nameThe name given to a context in acontext profile that is used forWebSphere Voice Server.

context profileDescribes to the WebSphere VoiceServer process which contextsshould be loaded into an engine. A

WebSphere Voice Response forWindows application specifieswhich context profiles to load intothe engine it has reserved.

context typeIndicates to the recognition enginehow to interpret the grammar file.Possible types are: VOCAB_FILE,GRAMMAR_FILE, TEXT,MNR_FILE, MNR,PERSONAL_FILE,PERSONAL_WDS,BASEFORM_FILE.

continuous speech recognitionRecognition of words that arespoken in a continuous stream.Unlike isolated or discrete wordrecognition, users do not have topause between words.

conversationSee speech recognition session.

CPE See customer premises equipment.

CSU See channel service unit .

CTI See computer-telephony integration.

customer information control system(CICS)

A licensed program that enablestransactions that are entered atremote workstations to be processedconcurrently by user-writtenapplication programs. It includesfacilities for building, using, andmaintaining databases.

custom serverA C language or C++ languageprogram that provides datamanipulation and local or remotedata stream, database, or otherservices that are additional to thosethat the state table interfaceprovides. Custom servers providean interface between WebSphere


Voice Response and businessapplications, functions, or otherprocesses to give callers access tobusiness information and voiceprocessing functions such as speechrecognition.

customer premises equipment (CPE)Telephony equipment that is on thepremises of a business or domesticcustomer of the telephone company.An example is a private branchexchange (PBX).

cut-through channelA channel of voice data that hasbeen passed throughecho-cancellation algorithms. Thechannel provides echo-canceledvoice data that can then be used bythe engine in a recognition attempt.This is similar to barge-in.

D

daemonIn the AIX operating system, aprogram that runs unattended toperform a standard service.

database server nodeIn a single system image (SSI), aWebSphere Voice Response systemthat contains the WebSphere VoiceResponse DB2® database. This isusually the same node as the voiceserver node.

DBIM The internal database manager ofWebSphere Voice Response.

DBS The database server of WebSphereVoice Response.

DCBU See D-channel backup.

D-channelSee delta channel.

D-channel backup (DCBU)An ISDN NFAS configuration wheretwo of the T1 facilities have aD-channel, one of which is used forsignaling, and the other as a backupif the other fails. See also non-facilityassociated signaling.

DDI See direct inward dialing.

DDS See production system.

delay startA procedure that is used with somechannel-associated signalingprotocols to indicate when a switchor PABX is ready to accept addresssignaling. After seizure, the switchsends off-hook until it is ready toaccept address signaling, at whichtime it sends on-hook. Contrast withimmediate start and wink start.

delta channelIn an ISDN interface, the D-channelor delta channel carries thesignaling between the terminal andthe network. In a basic rateinterface, the D-channel operates at16 Kb per second. In a primary rateinterface, the D-channel operates at64 Kb per second.

destination point code (DPC)A code that identifies the signalingpoint to which an MTP signal unitis to be sent. Unique in a particularnetwork.

development systemA WebSphere Voice Responsesystem that is not used to respondto, or make, “live” calls; it is usedonly to develop and testapplications. Contrast withproduction system.

dial To start a telephone call. Intelecommunication, this action is

Glossary 155

performed to make a connectionbetween a terminal and atelecommunication device over aswitched line.

dial by nameTo press the keys that are related tosubscribers’ names instead of totheir telephone numbers orextensions.

dialed number identification service(DNIS)

A number that is supplied by thepublic telephone network to identifya logical called party. For example,two toll-free numbers might both betranslated to a single real number.The DNIS information distinguisheswhich of the two toll-free numberswas dialed.

dialog boxA secondary window that presentsinformation or requests data for aselected action.

dial toneAn audible signal (call progresstone) that indicates that a devicesuch as a PABX or central officeswitch is ready to accept addressinformation (DTMF or dial pulses).

DID See direct inward dialing.

digital signal processing (DSP)A set of algorithms and proceduresthat processes electronic signalsafter their conversion to digitalformat. Because of the specificmathematical models that arerequired to perform this processing,specialized processors are generallyused.

Digital Subscriber signaling SystemNumber 1 (DSS1)

A signaling protocol that is used

between ISDN subscriber equipmentand the network. It is carried on theISDN D-channel. ITU-Trecommendations Q.920 to Q.940describe this protocol.

Digital Trunk Ethernet Adapter (DTEA)A Radysis adapter card thatprovides the audio streaming (RTP)interface between the WebSphereVoice Response internal H.100 busand Ethernet for a maximum of 120channels using uncompressed(G.711) voice, and compressedG.723.2 and G.729A compressedvoice.

Digital Trunk No Adapter (DTNA)A device driver that supportsuncompressed (G.711) voice RTPstreaming.

Digital Trunk Telephony Adapter (DTTA)The IBM Quad Digital TrunkTelephony PCI Adapter. InWebSphere Voice Response, thisadapter is known as a DTTA. Itallows you to connect directly to thetelephony network from a pSeriescomputer without the need for anexternal pack.

Digital Trunk Telephony Adapter (DTTA)with Blind Swap Cassette (BSC)

The IBM Quad Digital TrunkTelephony PCI Adapter. InWebSphere Voice Response, thisadapter is known as a DTTA. Itallows you to connect directly to thetelephony network from a pSeriescomputer without the need for anexternal pack. This DTTA includes ashort Blind Swap Cassette (BSC)which is required for installing theDTTA in machines that use the BSC(for example, the pSeries 650–6M2).


diphoneA transitional phase from one soundto the next that is used as a buildingblock for speech synthesis. Typically,between one thousand and twothousand diphones exist in anynational language.

direct dial in (DDI)See direct inward dialing.

direct inward dialing (DID)A service that allows outside partiesto call directly to an extension of aPABX. Known in Europe as directdial in (DDI).

direct speech recognitionIdentification of words from spokeninput that are read directly from thetelephony channel. Contrast withindirect speech recognition.

DirectTalk beanOne of the beans that is providedwith WebSphere Voice Response. Itprovides access from a voiceapplication to simple call controlfunctions: waiting for a call, makingan outgoing call, handing a call overto another application, andreturning a call when finished.

discrete word recognitionIdentification of spoken words thatare separated by periods of silence,or input one at a time. Contrastwith continuous speech recognition.

disconnectTo hang up or terminate a call.

Distributed Voice Technologies (DVT)A component of WebSphere VoiceResponse that provides an interfaceto allow you to integrate your ownvoice technology (such as a speechrecognizer) with your WebSphereVoice Response system.

distribution listIn voice mail, a list of subscribers towhom the same message can besent.

DMS100(1) A Northern Telecom switch. (2)The custom ISDN protocol that isrun on the DMS100 switch,providing 23 B-channels and aD-channel over a T1 trunk.

DNIS See dialed number identificationservice.

double-trunkingSee trombone.

down The condition in which a device isunusable as a result of an internalfault or of an external condition,such as loss of power.

downstream physical unit (DSPU)Any remote physical unit (data link,storage, or input/output device)that is attached to a single networkhost system.

DPC See destination point code.

drop-in grammarA set of precompiled grammar rulesthat can be used by anapplication-specific grammar toimprove the recognitionperformance.

DSP See digital signal processing.

DSPU See downstream physical unit.

DSS1 See Digital Subscriber signalingSystem Number 1.

DTMFSee dual-tone multifrequency.

DTEA See Digital Trunk Ethernet Adapter.

DTNASee Digital Trunk No Adapter.

Glossary 157

DTTA See Digital Trunk Telephony Adapter.

dtuser The name of the AIX account that isset up during the installationprocess for the use of all users ofWebSphere Voice Response.

dual-line call transferA call transfer method in which theprimary and secondary lines remainbridged until a call is completed.(Also known as tromboning: seetrombone).

dual-tone multifrequency (DTMF)The signals are sent when one of thetelephone keys is pressed. Eachsignal is composed of two differenttones.

DVT See Distributed Voice Technologies.

DVT bridgeThe interface between a voicetechnology component (such as aspeech recognizer) and the DVTserver. A bridge must exist for eachtechnology that you want tointegrate with DVT.

DVT_Client2A WebSphere Voice Responsecustom server that passescommands and data to DVT_Server.

DVT interfaceA WebSphere Voice Responseprogramming interface that is usedby a DVT bridge. It enablesintegration of voice applicationswith Distributed Voice Technologies toprovide functions such as speechrecognition.

DVT_ServerA component of DVT that allocatesand manages system resources inresponse to requests fromDVT_Client2.

DVT serviceThe combination of a voiceapplication, a DVT bridge, and avoice technology that allows a callerto interact with your business.

dynamic vocabularyA vocabulary that is defined whilean application is running.

E

E&M A channel-associated signalingprotocol in which signaling is doneusing two leads: an M-lead thattransmits battery or ground and anE-lead that receives open or ground.

E1 A digital trunking facility standardthat is used in Europe andelsewhere. It can transmit andreceive 30 digitized voice or datachannels. Two additional channelsare used for synchronization,framing, and signaling. Thetransmission rate is 2048 Kb persecond. Contrast with T1.

echo cancelationA filter algorithm that compares acopy of the voice data that is beingsent to a caller, with the voice databeing that is received from thecaller. Any echo of the sent data isremoved before the received data issent on, for example, to a speechrecognizer.

edge See result.

EDL See exchange data link.

emulationThe imitation of all or part of onecomputer system by another, so thatthe imitating system accepts thesame data, runs the same programs,and gets the same results as theimitated computer system does.


endpointIn Voice over Internet Protocol, a placewhere calls are originated andended.

engineA speech recognition process thataccepts voice data as input andreturns the text of what was said asoutput. It is the process thatperforms the recognition.

engine typeEach engine must be configuredwith a specific type. The type is atextual tag that is associated with aspecific engine and does not changethe operation or functionality of theengine.

error messageAny message that is displayed byWebSphere Voice Response in theSystem Monitor as an alarm andoptionally written to the WebSphereVoice Response error log, or to theAIX error log (as an alert). Strictly,the term error message shouldinclude only red (immediateattention) and yellow (problemsituation) messages, but it is alsoused to refer to green (a red oryellow message has been cleared)and white (informational) messages.

EthernetA 10/100 network connectionbetween the VoIP gateway and theSpeech Server that supports VoIP.

ETS European TelecommunicationsStandard or EuropeanTelecommunication Specification.

ETSI European TelecommunicationsStandards Institute.

Euro-ISDNThe common European ISDN

standard, agreed in 1993, thatprovides a basic range of servicesand supplementary services using30 B-channels plus a D-channel overan E1 trunk.

exchange data linkA serial connection that carriesmessaging information betweenWebSphere Voice Response and theLucent Technologies 1AESS,Northern Telecom DMS100, EricssonMD110 switch, or Siemens Hicom300.

exit A point in a supplied applicationfrom which control can be passed toanother custom-written application.On completion, the custom-writtenapplication passes control back tothe supplied application.

F

fade inTo gradually increase the volume ofsounds, such as background music.

fade outTo gradually decrease the volume ofsounds, such as background music.

failoverA transparent operation that, in theevent of a system failure, switchesresponsibility for managingresources to a redundant or standbysystem. Also known as fallover.

FDM See Feature Download Management.

Feature Download Management (FDM)An ADSI protocol that enablesseveral alternative key and screenoverlays to be stored in an ADSItelephone, and to be selected bypredetermined events at thetelephone.

Glossary 159

Federal Communication Commission(FCC) The standard body in the United

States that is responsible forcommunication.

field An identifiable area in a windowthat is used to enter or display data.

FILELISTA WebSphere Voice ServerTelephony runtime file that defineswhich files to load into a WebSphereVoice Server engine. It contains alist in the form:context type grammar filename

... ...

Recursion is not permitted; that is,no contexts of type FILELIST can bespecified in a FILELIST. When aFILELIST is loaded, all thegrammars that are specified in it areloaded into the engine. From thenon, the grammars that are loadedwhen the FILELIST is specified areregarded as a single context.

Foreign Exchange Subscriber (FXS)A signaling protocol that links auser’s location to a remote exchangethat would not normally be servingthat user, to provide, for example,calls to outside the local area at thelocal rate.

frame A group of data bits that issurrounded by a beginningsequence and an ending sequence.

fsg Abbreviation for finite stategrammar. In WebSphere VoiceServer, the extension of a file thatcontains grammar specifications incompiled, binary form. It isgenerated from a .bnf file and iscalled a .fsg file.

functionIn ADSI, an ADSI instruction orgroup of instructions.

FXS See Foreign Exchange Subscriber.

G

gatekeeperA component of a Voice over InternetProtocol that provides services suchas admission to the network andaddress translation.

gatewayA component of Voice over InternetProtocolthat provides a bridgebetween VoIP and circuit-switchedenvironments.

G.711 Specification for uncompressedvoice for PSTN and Voice overInternet Protocol access.

G.723.1Compressed audio codecs that areused on Voice over Internet Protocolconnection for voice.

G.729ACompressed audio codecs that areused on Voice over Internet Protocolconnection for voice.

glare A condition that occurs when bothends of a telephone line or trunk areseized at the same time.

grammarA structured collection of words andphrases that are bound together byrules. A grammar defines the set ofall words, phrases, and sentencesthat might be spoken by a callerand are recognized by the engine. Agrammar differs from a vocabulary inthat it provides rules that governthe sequence in which words andphrases can be joined together.


greetingIn voice mail, the recording that isheard by a caller on reachingsubscriber’s mailbox. See alsoannouncement-only greeting. Contrastwith voice message.

greeting headerIn voice mail, a recording that ismade by a subscriber and played tocallers either before or instead of apersonal greeting.

Groupe Special Mobile (GSM)A CEPT/CCH standard for mobiletelephony.

H

HACMP (High-Availability ClusterMulti-Processing) for AIX

Licensed Program Product (LPP)that provides custom software thatrecognizes changes in a cluster andcoordinates the use of AIX featuresto create a highly-availableenvironment for critical data andapplications.

HACMP/ESLicensed Program Product (LPP)that provides Enhanced Scalabilityto the HACMP for AIX LPP. AnHACMP/ES cluster can include upto 32 nodes.

hang upTo end a call. See also disconnect.

HDB3 High-density bipolar of order 3. AnE1 line coding method in whicheach block of four successive zerosis replaced by 000V or B00V, so thatthe number of B pulses betweenconsecutive V pulses is odd.Therefore, successive V pulses are ofalternate polarity so that no dccomponent is introduced. Note: Brepresents an inserted pulse that

observes the alternate mark inversion(AMI) rule and V represents an AMIviolation. HDB3 is similar to B8ZSthat is used with T1.

HDLC See high-level data link control.

high-level data link controlAn X.25 protocol.

homologationThe process of getting a telephonyproduct approved and certified by acountry’s telecommunicationsauthority.

hook flashA signal that is sent to a switch torequest a switch feature (such as calltransfer).

host applicationAn application residing on the hostcomputer.

hunt groupA set of telephone lines from whicha non-busy line is found to handle,for example, an incoming call.

I

immediate startA procedure that is used with somechannel-associated signalingprotocols, when the addresssignaling is sent within 65milliseconds of going off-hook.Contrast with delay start and winkstart.

IN See intelligent network.

in-bandIn the telephony voice channel,signals are said to be carriedin-band. Contrast with out-of-band.

indirect speech recognitionIdentification of words from spoken

Glossary 161

input that are read from a file.Contrast with direct speechrecognition.

initializeTo prepare a system, device, orprogram for operation; for example,to initialize a diskette.

input parameterData that is received by a programsuch as a prompt, 3270 script,custom server, or state table fromthe program that called it. Contrastwith local variable and systemvariable.

integrated messagingA messaging system in which morethan one copy of a single message isstored, the copies being keptsynchronized by the applicationsthat are used to access them.Contrast with unified messaging.

Integrated Services Digital Network(ISDN)

A digital end-to-endtelecommunication network thatsupports multiple servicesincluding, but not limited to, voiceand data.

Integrated Services Digital Network(ISDN) call transfer

In WebSphere Voice Response, anapplication that allows you totransfer calls on Nortel DMS-100switches using Integrated ServicesDigital Network (ISDN) two B-channeltransfer, and on Nortel DMS-100 andDMS-250 switches using Nortel’sproprietary Release Link Trunk(RLT) call transfer protocol.

Integrated Services Digital Network(ISDN) two B-channel transfer

A call transfer feature that isdefined by Bellcore GR-2865-CORE

specification, and used on Norteland Lucent switches.

Integrated Services Digital Network userpart (ISUP)

Part of the SS7 protocol thatsupports telephony signalingapplications. The ISDN user part isdefined to carry signalinginformation that relates to digitaltelephones, terminals, and PABXs incustomer premises.

intelligent network (IN)A telephone network that includesprogrammable software that is notresident on the switch. It allows theservice provider to provide specialservices, such as specialcall-handling, that are notdependent on the capabilities of theswitch. See also advanced intelligentnetwork.

intelligent peripheral (IP)A voice processing system (such asWebSphere Voice Response) thatprovides enhanced services such asvoice response, speech recognition,text-to-speech, voice messaging, anddatabase access in an advancedintelligent network.

interactive voice response (IVR)A computer application thatcommunicates information andinteracts with the caller via thetelephone voice channel.

International Telecommunications Union –Telecommunication Standardization Sector(ITU-T)

The name of the organization thatwas previously known as theCCITT.

IP See intelligent peripheral.


ISDN See Integrated Services DigitalNetwork (ISDN) .

ISDN two B-channel transferSee Integrated Services DigitalNetwork (ISDN) two B-channeltransfer.

ISDN-UPSee Integrated Services DigitalNetwork user part.

ISUP See Integrated Services DigitalNetwork user part.

ITU-T See International TelecommunicationsUnion – TelecommunicationStandardization Sector.

IVR See interactive voice response.

J

Java BeanA reusable Java component. Seebeans.

jump outSee call transfer.

K

key (1) One of the pushbuttons on thetelephone handset; sometimesreferred to as a DTMF key. (2) Acomponent of the keyboard that isattached to the computer system.

key padThe part of the telephone thatcontains the pushbutton keys.

key pad mappingThe process of assigning specialalphanumeric characters to the keysthat are on a telephone key pad, sothat the telephone can be used as acomputer-terminal keyboard.

L

LAN See local area network.

language modelFor speech recognition, a set ofacoustic shapes (in binary format)for a given set of words, in whichword-to-word differences aremaximized, but speaker-to-speakerdifferences are minimized. See alsovocabulary.

LAPD See link access protocol for theD-channel.

licensed program product (LPP)A separately-priced program and itsassociated materials that bear anIBM copyright and are offeredunder the terms and conditions of alicensing agreement.

license serverA machine on a network that holdslicenses and distributes them onrequest to other machines on thenetwork.

line errorAn error on the telephone line thatcauses the signal to be impaired.

link access protocol for the D-channelAn HDLC protocol used in ISDNthat ensures a reliable connectionbetween the network and the user.Often used as another name forQ.921.

local area network (LAN)A network in which computers areconnected to one another in alimited geographical area.WebSphere Voice Responsecommunication with WebSphereVoice Server speech recognition,text-to-speech, and single systemimage (SSI) requires a LAN that isdedicated to that purpose (unless

Glossary 163

both are installed on the samesystem). A token-ring network is atype of LAN.

local variableA user-defined temporary variablethat can be accessed only by theprogram (state table, prompt, or3270 script) for which it is defined.Contrast with input parameter, systemvariable.

M

macro See system prompt.

MAP See mobile application part.

MB See megabyte.

megabyte(1) For processor storage and realand virtual memory, 1 048 576bytes. (2) For disk storage capacityand transmission rates, 1 000 000bytes.

Message CenterSee Unified Messaging

message delivery preferenceThe subscriber’s choice of whethervoice mail is stored as voice mailonly, as e-mail only, or as both voicemail and e-mail.

message delivery typeThe format in which a voicemessage is delivered.

message signal unit (MSU)An MTP packet that contains data.

message transfer part (MTP)Part of the SS7 protocol that isnormally used to provide aconnectionless service that isroughly similar to levels onethrough three of the OSI referencemodel.

message waiting indicator (MWI)A visible or audible indication (suchas a light or a stutter tone) that avoice message is waiting to beretrieved.

MFR1 An in-band address signalingsystem that uses six tonefrequencies, two at a time. MFR1 isused principally in North Americaand is described in ITU-Trecommendations Q.310 throughQ.332.

MIME See multipurpose Internet mailextensions.

mobile application part (MAP)Optional layer 7 application for SS7that runs on top of TCAP for usewith mobile network applications.

MP See multiprocessor.

MSU See message signal unit.

MTP See message transfer part.

mu(µ)-lawThe companding algorithm that isused primarily in North Americaand Japan when converting fromanalog to digital speech data.(Compand is a contraction ofcompress and expand.) Contrastwith A-law.

multiprocessor (MP)A computer that includes two ormore processing units that canaccess a common main storage.

multipurpose Internet mail extensions(MIME)

A protocol that is used on Internetfor extending e-mail capability andmerging it with other forms ofcommunication, such as voice mailand fax.


mumbleNon speech noise that a userinterjects while speaking.

music channelA channel on which sounds can bebroadcast to one or more telephony(voice) channels.

music titleThe name by which WebSphereVoice Response knows a tune.

MWI See message waiting indicator.

N

National ISDNA common ISDN standard that wasdeveloped for use in the U.S.

NAU See network addressable unit.

N-BestThe ability to return more than onespeech recognition result. Typically,an array of results is available in theapplication in sequence ofdescending probability.

NCP See network control program.

NET Norme Européenne deTélécommunication.

Net 5 The test specification forconformance to the Euro-ISDNstandard for primary rate access toISDN.

network addressable unit (NAU)Any network component that can beaddressed separately by othermembers of the network.

network control program (NCP)Used for requests and responsesthat are exchanged between physicalunits in a network for data flowcontrol.

Network File System (NFS)A protocol, developed by SunMicrosystems, Incorporated, thatallows any host in a network togain access to another host ornetgroup and their file directories.In a single system image (SSI), NFSis used to attach the WebSphereVoice Response DB2 database.

network terminationSee NT mode.

NFAS See non-facility associated signaling.

NFS See Network File System.

node In a single system image (SSI), oneof the WebSphere Voice Responsesystems that are in the cluster.

non-facility associated signaling (NFAS)An ISDN configuration whereseveral T1 facilities can becontrolled by a single D-channel,instead of the normal T1configuration where each T1 facilityhas 23 B-channels and a D-channel(23B+D). With NFAS, all 24timeslots of the non signaling trunksare available for voice, whereas only23 channels can be used on thetrunk that carries signaling traffic(23B+D+n24B).

NT modeAttachment to the ISDN network isasymmetric. The network side of theconnection operates in networktermination, or NT, mode. Userequipment operates in terminalequipment, or TE, mode.

O

ODM See Object Data Manager.

Object Data Manager (ODM)A data manager intended for thestorage of system data. The ODM is

Glossary 165

used for many system managementfunctions. Information that is usedin many commands and SMITfunctions is stored and maintainedin the ODM as objects withassociated characteristics.

off-hookA telephone line state, usuallyinduced by lifting a receiver, inwhich the line is ready to make acall.

offlineNot attached or known to theexisting system configuration, andtherefore not in active operation.

on-hookA telephone line state, usuallyinduced by hanging up a receiver,in which the line is ready to receivea call.

online In active operation.

OPC See originating point code.

Open Systems Interconnection (OSI)(1.) The interconnection of opensystems as specified in particularISO standards. (2.) The use ofstandardized procedures to enablethe interconnection of dataprocessing systems.

Open Systems Interconnection (OSI)architecture

Network architecture that observesthe particular set of ISO standardsthat relate to Open SystemsInterconnection.

Open Systems Interconnection (OSI)Reference Model

A conceptual model composed ofseven layers, each specifyingparticular network functions.Developed by the InternationalOrganization for Standardization

(ISO) in 1984, it is considered to bethe primary architectural model forintercomputer communications

originating point code (OPC)A code that identifies the signalingPoint that originated an MTP signalunit. Unique in a particularnetwork.

OSI See Open Systems Interconnection.

outgoing mailIn voice mail, messages that are sentby a subscriber to anothersubscriber on the same system, andhave not yet been listened to by theaddressee.

out-of-bandIn the telephony signaling channel,as opposed to the voice channel.Signals are said to be carriedout-of-band. Contrast with in-band.

P

PABX See private automatic branch exchange.

pack Each DTTA contains the equivalentof four packs. The pack is a digitaltrunk processor built into the digitaltrunk adapter, so there is no needfor external hardware. See alsoTPACK.

parameter fileAn ASCII file that sets configurationparameters.

passwordA unique string of characters that isknown to a computer system and toa user. The user must specify thecharacter string to gain access to thesystem and to the information thatis stored in it.

PBX See private branch exchange.


PCI See peripheral component interconnect.

PCM See Pulse Code Modulation.

PCM fault conditionA fault, such as power supplyfailure, or loss of incoming signal, inT1 or E1 equipment. (ITU-T G.732and G.733.)

peripheral component interconnect (PCI)A computer busing architecture thatdefines electrical and physicalstandards for electronicinterconnection.

personal greetingIn voice mail, a greeting that isrecorded by a subscriber. Contrastwith system greeting.

phone recognitionCommunicating with a computerusing voice via a telephone, over atelephone line. The computerapplication recognizes what wassaid and takes suitable action.

port In time-slot management, one endof a 64 Kbps unidirectional streamthat can be attached to the TDMbus.

port setIn time-slot management, acollection of ports that can beconnected using a singleCA_TDM_Connect() API call to acomplementary collection of ports.

PRA Primary rate access (PRA). Used asanother name for primary rateinterface (PRI).

PRI See primary rate interface.

primary rate access (PRA)See primary rate interface.

primary rate interface (PRI)The means of ISDN access that is

normally used by large sites. Itprovides 30 (E1) or 23 (T1)B-channels of 64 Kb per second andone D-channel for signaling. This isoften known as 30B+D or 23B+D.Contrast with basic rate interface.

primary rate ISDN (PRI)See primary rate interface.

primitiveA message that is sent from oneprocess to another.

private automatic branch exchange (PABX)An automatic private switchingsystem that services an organizationand is usually located on acustomer’s premises. Often used asanother name for private branchexchange (PBX) .

private branch exchange (PBX)A switch inside a private businessthat concentrates the number ofinside lines into a smaller numberof outside lines (trunks). Many PBXsalso provide advanced voice anddata communication features. Oftenused as another name for privateautomatic branch exchange .

process a callTo answer the telephone andperform the correct tasks.

Process ManagerIn WebSphere Voice Server, theprocess that manages the interactionof all telephony system processes;for example, starting and stoppingtext-to-speech or speech recognitionsessions.

production systemA WebSphere Voice Responsesystem that responds to or makes“live” calls. A production systemcan also be used to develop new

Glossary 167

applications. Contrast withdevelopment system.

program temporary fix (PTF)An update to IBM software.

program dataApplication-specific data that can beassociated with a call transfer fromCallPath to WebSphere VoiceResponse, or in the oppositedirection. This is equivalent toCallPath program data, butWebSphere Voice Response imposesthe restriction that the data must bea printable ASCII character string,with a maximum length of 512bytes.

prompt(1) A message that requests input orprovides information. Prompts areseen on the computer display screenand heard over the telephone. (2) InWebSphere Voice Response, aprogram that uses logic todetermine dynamically the voicesegments that are to be played as avoice prompt.

prompt directoryA list of all the prompts that areused in a particular voiceapplication. Used by the state tableto play the requested voice prompts.

pronunciationThe possible phoneticrepresentations of a word. A wordcan have multiple pronunciations;for example, “the” has at least twopronunciations, “thee” and “thuh”.

pronunciation dictionaryA file that contains the phoneticrepresentation of all of the words,phrases, and sentences for anapplication grammar.

pronunciation poolA WebSphere Voice Server resourcethat contains the set of allpronunciations.

protocolA set of semantic and syntactic rulesthat determines the behavior offunctional units when they getcommunication. Examples ofWebSphere Voice Responseprotocols are FXS, RE, and R2.

PSTN An ITU-T abbreviation for publicswitched telephone network.

PTF See program temporary fix.

Pulse Code Modulation (PCM)Variation of a digital signal torepresent information.

pushbutton(1) A key that is on a telephone keypad. (2) A component in a windowthat allows the user to start aspecific action.

pushbutton telephoneA type of telephone that haspushbuttons. It might or might notsend tone signals. If it does, eachnumber and symbol on the key padhas its own specific tone.

Q

Q.921 The ITU-T (formerly CCITT)recommendation that defines thelink layer of the DSS1 protocol.Q.921 defines an HDLC protocolthat ensures a reliable connectionbetween the network and the user.Often used as another name forLAPD.

Q.931 The ITU-T recommendation thatdefines the network layer of theDSS1 protocol. This layer carries the


ISDN messages that control themaking and clearing of calls.

quiesceTo shut down a channel, a trunkline, or the whole system afterallowing normal completion of anyactive operations. The shutdown isperformed channel-by-channel.Channels that are in an idle stateare shut down immediately.Channels that are processing callsare shut down at call completion.

R

RAI See remote alarm indication.

RBS See robbed-bit signaling.

RE See remote extension.

Recognition Engine serverIn WebSphere Voice Server, thesoftware that performs the speechrecognition and sends the results tothe client. This consists of one ‘Tsmrouter’ and at least one ‘tsmp’ andone ‘engine’.

reduced instruction set computer (RISC)A computer that uses a small,simplified set of frequently-usedinstructions to improve processingspeed.

referral numberThe phone number to which callsare routed, when call forwarding isactive.

rejectionThe identification of an utterance asone that is not allowed by agrammar.

release link trunk (RLT)A custom specification from Nortelfor ISDN call transfer.

remote alarm indication (RAI)A remote alarm (also referred to asa yellow alarm) indicates that thefar-end of a T1 connection has lostframe synchronization. The SendRAI system parameter can be set toprevent WebSphere Voice Responsefrom sending RAI.

remote extension (RE)An E1 signaling protocol that issimilar to FXS loop start.

resource elementA component of an IntelligentNetwork. The resource elementcontains specialized resources suchas speech recognizers ortext-to-speech converters.

responseIn speech recognition, the characterstring that is returned by therecognizer, through DVT_Client, tothe state table. The string representsthe result of a recognition attempt.This is the word or words that therecognizer considers to be the bestmatch with the speech input.

result An indicator of the success orfailure of a state table action. It isreturned by WebSphere VoiceResponse to the state table. Alsoknown as an edge.

result stateThe state that follows each of thepossible results of an action.

return codeA code that indicates the status ofan application action when itcompletes.

RISC See reduced instruction set computer.

RLT See release link trunk.

Glossary 169

robbed-bit signaling (RBS)The T1 channel -associated signalingscheme that uses the leastsignificant bit (bit 8) of eachinformation channel byte forsignaling every sixth frame. This isknown as 7-5/6-bit coding ratherthan 8-bit coding. The signaling bitin each channel is associated onlywith the channel in which it iscontained.

S

SAP See service access point.

SAS A T1 signaling protocol that issimilar to FXS.

SCbus See Signal Computing bus.

SCCP See signaling connection control part.

SCP See service control point.

screened transferA type of call transfer in which thetransfer of the held party to thethird party is completed only if thethird party answers the call.Contrast with blind transfer.

script The logical flow of actions for a3270 server program.

script languageA high-level, application-specificscripting language, which consistsof statements that are used todevelop 3270 scripts. These scriptsare part of the interface between astate table and a 3270-based hostbusiness application.

SCSA See Signal Computing SystemArchitecture.

SDC See Server Display Control.

SDLC See Synchronous Data Link Control.

segment ID numberOne or more numbers that are usedto identify a voice or promptsegment.

Server Display Control (SDC)An ADSI control mode in which theADSI telephone is controlledthrough a dialog with a voiceresponse system.

server nodeIn a single system image (SSI), aWebSphere Voice Response systemthat contains either the WebSphereVoice Response DB2 database, or thevoice data, or both.

service access point (SAP)An OSI term for the port throughwhich a service user (layer N+1)accesses the services of a serviceprovider (layer N).

service control point (SCP)A component of the intelligentnetwork that provides transactionalservices, such as translation oftoll-free numbers to subscribernumbers.

service information octet (SIO)A field that is in an MTP messagesignal unit. It identifies a higherlayer user of MTP, and whether themessage relates to a national orinternational network.

service nodeAn element of an IntelligentNetwork. The service node containsthe service logic that controls anintelligent network application andresources.

service providerAny company that provides servicesfor a fee to its customers, such astelecommunication companies,


application service providers,enterprise IT, and Internet serviceproviders.

service provider equipment (SPE)The switching equipment that isowned by the telephone company.

sessionSee speech recognition session.

Session Initiation ProtocolA signaling protocol used forinternet conferencing, telephony,presence, events notification andinstant messaging.

short message service center (SMSC)A component of the mobiletelephony network, specified by theGSM group of standards, thatprovides for exchange ofalphanumeric messages of less than160 bytes. Messages can beexchanged between different typesof system such as mobile telephone,alphanumeric pager, terminal,e-mail, telex, or DTMF telephone.

SIF See signaling information field.

Signal Computing System Architecture(SCSA)

An architecture that was defined byDialogic to support interoperabilityof software and hardwarecomponents that are developed bydifferent vendors in the computertelephony industry.

Signal Computing bus (SCbus)A time division multiplexed (TDM)hardware bus that was originatedby Dialogic to interconnect differentvendors’ computer telephonyadapters. Specified as part of SignalComputing System Architecture(SCSA).

signalingThe exchange of control informationbetween functional parts of thesystem in a telecommunicationsnetwork.

signaling connection control part (SCCP)A layer 3 protocol that observesOSI.

signaling information field (SIF)The user data portion of an MTPmessage signal unit.

signaling link code (SLC)A code that identifies a particularsignaling link that connects thedestination and originatingsignaling points. This is used inMTP signaling networkmanagement messages to indicatethe signaling link to which themessage relates.

signaling link selection (SLS)A field that is used to distributeMTP signal units across multiplesignaling links.

signaling modeThe type of signaling protocol,either channel-associated signaling,or common-channel signaling.

signaling pointA node in a signaling network thateither originates and receivessignaling messages, or transferssignaling messages from onesignaling link to another, or both.

signaling processA WebSphere Voice Responsecomponent that controls signalingfor an exchange data link orcommon-channel signaling protocol.Some signaling processes are

Glossary 171

supplied with WebSphere VoiceResponse, and others can becustom-written.

signaling System Number 7 (SS7)The international high-speedsignaling backbone used for thepublic-switched telephone network.

silenceA short pause between utterances.

simple mail transfer protocol (SMTP)An Ethernet protocol that is relatedto TCP/IP.

simple network management protocol(SNMP)

In the Internet suite of protocols, anetwork management protocol thatis used to monitor routers andattached networks. SNMP is anapplication layer protocol.Information on devices managed isdefined and stored in theapplication’s ManagementInformation Base (MIB). SNMPprovides a means of monitoringWebSphere Voice Responseresources remotely.

Simplified Message Desk Interface(SMDI)

A Northern Telecom service thattransmits out-of-band informationbetween WebSphere Voice Responseand particular switches.

Simplified Message Service Interface(SMSI)

A Lucent Technologies service thattransmits out-of-band informationbetween WebSphere Voice Responseand particular switches.

single system image (SSI)A cluster of WebSphere VoiceResponse systems that areconnected together using a local area

network. Each system (known as anode) in the cluster is configured aseither a client or a server. A singlesystem image typically consists ofone server node and multiple clientnodes. The client nodes retrieveapplications and voice data from theserver. A second server can beconfigured for redundancy.

sink A port that takes voice data fromthe TDM bus. Contrast with source.

SIO See service information octet.

SIP See Session Initiation Protocol.

SLC See signaling link code.

SLS See signaling link selection.

SMDI See Simplified Message Desk Interface.

SMIT See System Management Interface Tool.

SMP See symmetric multiprocessor.

SMSC See short message service center.

SMSI See Simplified Message ServiceInterface.

SMTP See simple mail transfer protocol.

SNA Systems Network Architecture.

SNMPSee simple network managementprotocol .

source A port that puts voice data on to theTDM bus. Contrast with sink.

SPACKA logical component that consists ofa base card, which connects to thedigital trunk adapter in the pSeriescomputer, and a trunk interface card(TIC), which manages the trunkconnection to the switch. Contrastwith VPACK and TPACK.

SPE See service provider equipment.


speaker-dependent speech recognitionIdentification of spoken words thatis related to knowledge of thespeech characteristics of onespeaker. Contrast withspeaker-independent speech recognition.

speaker-independent speech recognitionIdentification of spoken words thatis related to collected knowledge ofthe speech characteristics of apopulation of speakers. Contrastwith speaker-dependent speechrecognition.

special characterA character that is not alphabetic,numeric, or blank. For example, acomma (,) or an asterisk (*).

speech recognitionThe process of identifying spokenwords. See discrete word recognition,continuous speech recognition,speaker-dependent speech recognition,speaker-independent speech recognition.

Speech Recognition Control Language(SRCL)

In WebSphere Voice Server, astructured syntax and notation thatdefines speech grammars,annotations, repetitions, words,phrases, and associated rules.

speech recognition sessionIn WebSphere Voice Server, asequence of recognition commandsthat allocate a recognition engine,and return a unique identifier toidentify the engine.

speech synthesisThe creation of an approximation tohuman speech by a computer thatconcatenates basic speech partstogether. See also text-to-speech.

SRCL See Speech Recognition ControlLanguage (SRCL).

SS7 See signaling System Number 7.

SSI See single system image.

SSI-compliant custom serverA custom server that runs correctlyin a single system image. Thecustom server observes all theguidelines for the operation ofcustom servers in an SSIenvironment.

SSI-tolerant custom serverA custom server that runs in asingle system image, but with onlysome restrictions.

standalone systemA WebSphere Voice Responsesystem that is not part of a singlesystem image (SSI). A standalonesystem is not connected to otherWebSphere Voice Response systems,so it contains its own applicationand voice data.

state One step in the logical sequence ofactions that makes a WebSphereVoice Response voice application.

state tableA list of all the actions that are usedin a particular voice application. Acomponent of WebSphere VoiceResponse.

state table actionOne instruction in a set ofinstructions that is in a WebSphereVoice Response state table thatcontrols how WebSphere VoiceResponse processes variousoperations such as playing voiceprompts or recording voicemessages. See also state.

Glossary 173

stub A line in a state table that is onlypartially displayed.

subscriberIn voice mail, any person who ownsa mailbox.

subscriber classA named set of variables thatdefines a specific level of serviceavailable to telephone subscribers,such as maximum number ofmessages per mailbox andmaximum number of members permailbox distribution list.

subvocabularyA vocabulary that is called byanother vocabulary.

supplementary serviceIn Euro-ISDN, a service outside theminimum service offering that eachsignatory is obliged to provide. Forexample, calling line identificationpresentation (CLIP) and call session.

switch A generic term that describes atelecommunications system thatprovides connections betweentelephone lines and trunks.

symmetric multiprocessor (SMP)A system in whichfunctionally-identical multipleprocessors are used in parallel,providing simple and efficientload-balancing.

Synchronous Data Link Control (SDLC)A discipline for managingsynchronous, code-transparent,serial-by-bit information transferover a link connection. Transmissionexchanges can be duplex orhalf-duplex over switched ornonswitched links.

system administratorThe person who controls and

manages the WebSphere VoiceResponse system by adding users,assigning account numbers, andchanging authorizations.

system greetingIn voice mail, a default greeting thatis heard by callers to the mailboxesof subscribers who have notrecorded a personal greeting or whohave selected the system greeting.Contrast with personal greeting.

System Management Interface Tool(SMIT)

A set of utilities that can be used forvarious purposes, such as loadingWebSphere Voice Responsesoftware, installing the exchangedata link, and configuring SNA.

Systems Network Architecture (SNA)An architecture that describes thelogical structure, formats, protocols,and operational sequences fortransmitting information unitsthrough the networks and also theoperational sequences forcontrolling the configuration andoperation of networks.

system parameterA variable that controls some of thebehavior of WebSphere VoiceResponse or applications that arerunning under WebSphere VoiceResponse. System parameters are setthrough System Configuration orPack Configuration options on theConfiguration menu. Some systemparameter values are assigned tosystem variables when an applicationis initialized. Contrast with inputparameter, local variable, systemvariable.

system promptThe symbol that appears at the


command line of an operatingsystem, indicating that the operatingsystem is ready for the user to entera command.

system variableA permanent global variable that isdefined by WebSphere VoiceResponse for use by state tables.Many system variables are loadedwith values when the state table isinitialized. Some values are takenfrom system parameters. Contrastwith input parameter, local variable,system parameter.

T

T1 A digital trunking facility standardthat is used in the United States andelsewhere. It can transmit andreceive 24 digitized voice or datachannels. Signaling can beimbedded in the voice channeltransmission when robbed-bitsignaling is used. The transmissionrate is 1544 kilobits per second.Contrast with E1.

T1/D3 A framing format that is used in T1transmission.

T1/D4 A framing format that is used in T1transmission.

tag A text string that is attached to anyinstance of a word in a grammar. Atag can be used (1) to distinguishtwo occurrences of the same wordin a grammar or (2) to identify morethan one word in a grammar ashaving the same meaning.

Tag Image File Format-Fax (TIFF-F)A graphic file format that is used tostore and exchange scanned faximages.

TCAP See transaction capabilities applicationpart.

TCP/IPSee Transmission ControlProtocol/Internet Protocol.

TDD See Telecommunications Device for theDeaf.

TDM See time-division multiplex bus.

technologyA program, external to WebSphereVoice Response, that providesprocessing for functions such astext-to-speech or speech recognition.

Telecommunications Device for the Deaf(TDD) A telephony device that has a

QWERTY keyboard and a smalldisplay and, optionally, a printer.

telephone input fieldA field type that containsinformation that is entered by acaller who is using pushbuttonsignals. See also field.

terminal(1) A point in a system orcommunication network at whichdata can enter or leave. (2) In datacommunication, a device, usuallyequipped with a keyboard anddisplay device, that can send andreceive information.

termination characterA character that defines the end of atelephone data entry.

text-to-speech (TTS)The process by which ASCII textdata is converted into synthesizedspeech. See also speech synthesis.

TIC See trunk interface card.

time-division multiplex bus (TDM)A method of transmitting many

Glossary 175

channels of data over a smallernumber of physical connections bymultiplexing the data into timeslots,and demultiplexing at the receivingend. In this document, one suchchannel can be considered to be ahalf-duplex unidirectional stream of64 Kb per second.

TIFF-FSee Tag Image File Format-Fax

timeslotThe smallest switchable data unit ona data bus. It consists of eightconsecutive bits of data. Onetimeslot is similar to a data pathwith a bandwidth of 64 Kb persecond.

token A particular message or bit patternthat indicates permission ortemporary control to transmit.

token-ring networkA local area network that connectsdevices in a ring topology andallows unidirectional datatransmission between devices by atoken-passing procedure. A devicemust receive a token before it cantransmit data.

tone An audible signal that is sent acrossa telephone network. Single(one-frequency) tones, tritones (threesequential tones at differentfrequencies), dual tones (twosimultaneous tones at differentfrequencies), and dual sequentialtones exist. Each has a differentmeaning.

TPACKA digital trunk processor that isimplemented using DSP technologyon the digital trunk adapter withoutthe need for external hardware. One

DTTA digital trunk adapterprovides up to four TPACKs on aPCI card.

transactionA specific, related set of tasks in anapplication that retrieve informationfrom a file or database. Forexample, a request for the accountbalance or the available credit limit.

transaction capabilities application part(TCAP)

Part of the SS7 protocol thatprovides transactions in thesignaling network. A typical use ofTCAP is to verify a card number, forthe credit card calling service.

transaction messagingThe ability to associate an item ofdata, such as a transaction identifier,with a voice message. The voicemessage can later be retrieved byreferencing the data value.

transferSee call transfer.

Transmission Control Protocol/InternetProtocol (TCP/IP)

A communication subsystem that isused to create local area and widearea networks.

tromboneA connected voice path that entersan IVR from a switch on one circuit,then returns to the same switch on aparallel circuit. Two IVR ports andtwo circuits are consumed, but insome circumstances this might bethe only way to make a connectionbetween two callers if the attachedswitch does not support a CallTransfer function. Also known asdouble-trunking.

trunk A telephone connection between


two central offices or switchingdevices. In WebSphere VoiceResponse, a trunk refers to 24 or 30channels that are carried on thesame T1 or E1 digital interface.

trunk interface card (TIC)The component of the pack thatmanages the trunk connection to theswitch.

Tsm RouterIn WebSphere Voice Server, aprocess that controls which engineprocesses are in use at any time.Requests for an engine by aWebSphere Voice Server Client areaccepted or rejected depending onwhether an engine that meets theTsm Client’s requirements isavailable.

tsmp In WebSphere Voice Server, aprocess that is running on theRecognition engine server machinethat passes messages between anengine and a Tsm Client. One tsmpexists for every engine.

TTS See text-to-speech.

tune A piece of music or other audiodata that is intended to be played asbackground music.

U

underrunTo run out of audio data to play,causing voice or music to beaudibly broken up or cut off.

unified messagingA messaging system in which asingle copy of a message is storedand accessed by multipleapplications (for example, voicemail and e-mail). Contrast withintegrated messaging.

Unified MessagingAn IBM product that usesWebSphere Voice Response’s voiceprocessing capabilities to provide awide range of voice mail, fax, ande-mail functions. Previously knownas Message Center.

user Someone who uses WebSphereVoice Response as a systemadministrator, application developer,or similar. Contrast with caller.

utteranceA spoken word, phrase, or sentencethat can be preceded and followedby silence.

V

variableA system or user-defined elementthat contains data values that areused by WebSphere Voice Responsevoice applications. See inputparameter, local variable, systemparameter, system variable.

VMS See Voice Message Service.

vocabularyA list of words with whichWebSphere Voice Response matchesinput that is spoken by a caller. Seealso language model.

voice applicationA WebSphere Voice Responseapplication that answers or makescalls, plays recorded voice segmentsto callers, and responds to thecaller’s input.

voice directoryA list of voice segments that isidentified by a group ID. Voicedirectories can be referenced byprompts and state tables. Contrastwith voice table.

Glossary 177

voice mailThe capability to record, play back,distribute, and route voicemessages.

voice mailboxThe notional hard disk space wherethe incoming messages for a voicemail subscriber are stored.

voice messageIn voice mail, a recording that ismade by a caller for later retrievalby a subscriber.

Voice Message Service (VMS)An Ericsson service that transmitsinformation between WebSphereVoice Response and particularswitches.

voice messagingThe capability to record, play back,distribute, route, and manage voicerecordings of telephone callsthrough the use of a processor,without the intervention of agentsother than the callers and those whoreceive messages.

voice modelA file that contains parameters thatdescribe the sounds of the languagethat are to be recognized on behalfof an application. In WebSphereVoice Server, this is a bnf file. Seealso grammar.

Voice over Internet Protocol (VoIP)The sending of telephony voice overInternet Protocol (IP) dataconnections instead of over existingdedicated voice networks, switchingand transmission equipment. Seealso gatekeeper and gateway.

voice port libraryA library that manages a socketconnection from the client to the

voice technology. The library usesentry points that are provided byDVT.

Voice Protocol for Internet Messaging(VPIM)

The standard for digital exchange ofvoice messages between differentvoice mail systems, as defined inInternet Request For Comments(RFC) 1911.

voice response unit (VRU)A telephony device that usesprerecorded voice responses toprovide information in response toDTMF or voice input from atelephone caller.

voice segmentThe spoken words or sounds thatmake recorded voice prompts. Eachsegment in an application isidentified by a group ID and asegment ID and usually includestext.

voice server nodeIn a single system image (SSI), aserver node that contains the voicedata. This is usually the same nodeas the database server node.

voice tableA grouping of voice segments that isused for organizational purposes.Voice tables can be referenced byprompts, but not by state tables.Contrast with voice directory.

voice technologySee technology.

VoiceXMLVoiceXtensible Markup Language.An XML-based markup languagefor creating distributed voiceapplications. Refer to the VoiceXMLforum web site at www.voicexml.org


VoIP See Voice over Internet Protocol.

VPACKA component consisting of a basecard, which connects to the digitaltrunk adapter in the pSeriescomputer, and a trunk interface card(TIC), which manages the trunkconnection to the switch. The singledigital trunk processor contains oneVPACK, and the multiple digitaltrunk processor contains slots for upto five VPACKs. Contrast withSPACK and TPACK.

VPIM See Voice Protocol for InternetMessaging.

VRU See voice response unit.

W

World Wide Web Consortium (W3C)An organization that developsinteroperable technologies(specifications, guidelines, software,and tools) to lead the Web to its fullpotential. W3C is a forum forinformation, commerce,communication, and collectiveunderstanding. Refer to the web siteat http://www.w3.org

WebSphere Voice ResponseA voice processing system, thatcombines telephone and datacommunications networks to use,directly from a telephone,information that is stored indatabases.

wink startA procedure that is used with somechannel-associated signalingprotocols to indicate when a switchor PABX is ready to accept addresssignaling. After seizure, the switchsends a short off-hook signal (wink)when it is ready to accept address

information. Contrast with delaystart and immediate start.

word spottingIn speech recognition, the ability torecognize a single word in a streamof words.

wrap In ADSI, the concatenation of twocolumns of display data to form asingle column.

Y

yellow alarmSee remote alarm indication.

Z

zero code suppression (ZCS)A coding method that is used withalternate mark inversion to preventsending eight successive zeros. Ifeight successive zeros occur, thesecond-least significant bit (bit 7,with the bits labeled 1 through 8from the most significant to the leastsignificant) is changed from a 0 to a1. AMI with ZCS does not supportclear channel operation.

Glossary 179


List of WebSphere Voice Response and associateddocumentation

Here is a list of the documentation for WebSphere Voice Response for AIX andassociated products. PDF and HTML versions of the documentation areavailable from the IBM Publications Center at http://www.ibm.com/shop/publications/order. Hardcopy books, where available, can be ordered throughyour IBM representative or at this Web site.

WebSphere Voice Response for AIX documentation can also be found by goingto the IBM Pervasive software Web site at http://www.ibm.com/software/pervasive, selecting the WebSphere Voice products link, and then selectingthe library link from the WebSphere Voice Response page.

PDF and HTML versions of the WebSphere Voice Response for AIXpublications are available on the CD-ROM supplied with the product. Inaddition, WebSphere Voice Response for AIX, WebSphere Voice Response forWindows, Unified Messaging, and other WebSphere Voice publications areavailable together in PDF and HTML formats on a separately-orderableCD-ROM (order number SK2T-1787).

Note: To read PDF versions of books you need to have the Adobe AcrobatReader (it can also be installed as a plug-in to a Web browser). It is availablefrom Adobe Systems at http://www.adobe.com .

WebSphere Voice Response software

v WebSphere Voice Response for AIX: General Information and Planning,GC34-7084

v WebSphere Voice Response for AIX: Installation, GC34-7095v WebSphere Voice Response for AIX: User Interface Guide, SC34-7091v WebSphere Voice Response for AIX: Configuring the System, SC34-7078v WebSphere Voice Response for AIX: Managing and Monitoring the System,

SC34-7085v WebSphere Voice Response for AIX: Designing and Managing State Table

Applications, SC34-7081v WebSphere Voice Response for AIX: Application Development using State Tables,

SC34-7076v WebSphere Voice Response for AIX: Developing Java applications, GC34-7082v WebSphere Voice Response for AIX: Deploying and Managing VoiceXML and Java

Applications, GC34-7080


v WebSphere Voice Response for AIX: Custom Servers, SC34-7079v WebSphere Voice Response for AIX: 3270 Servers, SC34-7075v WebSphere Voice Response for AIX: Problem Determination, GC34-7087v WebSphere Voice Response for AIX: Fax using Brooktrout , GC34-7083v WebSphere Voice Response for AIX: Cisco ICM Interface User’s Guide, SC34-7077v WebSphere Voice Response for AIX: Programming for the ADSI Feature,

SC34-7088v WebSphere Voice Response for AIX: Programming for the Signaling Interface,

SC34-7089v WebSphere Voice Response for AIX: Voice over IP using Session Initiation

Protocol, GC34-7093v WebSphere Voice Response for AIX: Using the CCXML Browser, SC34-7092v WebSphere Voice Response for AIX: VoiceXML Programmer’s Guide, SC34-7117

IBM hardware for use with WebSphere Voice Response

v IBM Quad Digital Trunk Telephony PCI Adapter (DTTA): Installation and User’sGuide, part number 00P3119 (DTTA card)

WebSphere Voice Response related products

WebSphere Voice Server

The documentation for Version 5.1 of WebSphere Voice Server is provided inthe form of an HTML-based information center, and can be found at:http://publib.boulder.ibm.com/pvc/wvs/51/en/infocenter/index.html

Unified Messaging for WebSphere Voice Responsev Unified Messaging: General Information and Planning, GC34-6398v Unified Messaging: Subscriber’s Guide (Types 0, 1, 2, 3, 4 and 9), SC34-6403v Unified Messaging: Subscriber’s Guide (Types 5, 6, 7 and 8), SC34-6400v Unified Messaging: Administrator’s Guide, SC34-6399v Unified Messaging: Voice Interface, GC34-6401v Unified Messaging: Web Services Voicemail API, SC34-6975

Unified Messaging publications can be found by going to the IBM Pervasivesoftware Web site at http://www.ibm.com/software/pervasive, selecting theproducts link, and then selecting the library link from the Unified Messagingpage.

AIX and the IBM pSeries computer

For information on AIX Version 6.1, refer to the AIX V6.1 infocenter


http://publib.boulder.ibm.com/pvc/wvs/51/en/infocenter/index.html

http://publib.boulder.ibm.com/infocenter/systems/scope/aix/index.jsp

For information on System p5 and BladeCenter computers, refer to the IBMPower hardware infocenter

HACMPv HACMP for AIX: HACMP 5.4 Concepts and Facilities, SC23-4864-09v HACMP for AIX: HACMP 5.4 Planning Guide, SC23-4861-09v HACMP for AIX: HACMP 5.4 Installation Guide, SC23-5209-00v HACMP for AIX: HACMP 5.4 Administration Guide, SC23-4862-09v HACMP for AIX: HACMP 5.4 Smart Assist for DB2, SC23-5179-03v HACMP for AIX: HACMP 5.4 Troubleshooting, SC23-5177-03v HACMP for AIX: Enhanced Scalability Installation and Administration Guide,

Volume 1, SC23-4284v HACMP for AIX: Enhanced Scalability Installation and Administration Guide,

Volume 2, SC23-4306

For more information on HACMP, refer to the HACMP Library and the AIXV6.1 infocenter.

SS7v SS7 Support for WebSphere Voice Response: SS7 User’s Guide, GC34-7090

IBM SS7 Support for WebSphere Voice Response observes the applicable partsof the following specifications for ISUP:v CCITT Blue book (1988) Q.701 - Q.707v ITU-T (formerly CCITT) Recommendations Q.700 - Q.716, Volume VI Fascicle

VI.7v CCITT Blue book (1988) Q.711 - Q.714v ITU-T White book (1993) Q.711 - Q.714v CCITT Blue book (1988) Q.721 - Q.724v ITU-T (formerly CCITT) Recommendations Q.721 - Q.725, Volume VI Fascicle

VI.8v ITU-T White book (1992) Q.730 groupv CCITT Blue book (1988) Q.761 - Q.764v ITU-T White book (1992) Q.761 - Q.764v CCITT Blue book (1988) Q.771 - Q.775v ITU-T (formerly CCITT) Recommendations Q.771 - Q.775, Q.791, Volume VI

Fascicle VI.9

ADC

v ADC NewNet AccessMANAGER™: Installation and MaintenanceManual

v ADC NewNet AccessMANAGER™: User Manual

List of WebSphere Voice Response and associated documentation 183

http://www-03.ibm.com/systems/power/hardware/

http://www-03.ibm.com/systems/power/hardware/

http://publib.boulder.ibm.com/infocenter/clresctr/vxrx/index.jsp?topic=/com.ibm.cluster.hacmp.doc/hacmpbooks.html



Integrated Services Digital Network

WebSphere Voice Response ISDN support observes the applicable parts of thefollowing standards for User Side protocol:

Custom ISDN Standards:

v Northern Telecom DMS/250 Primary Rate Interface NIS A211-4 Release8, July 1995. (IEC05 level)

v Northern Telecom DMS/100 Primary Rate Interface NIS A211-1 Release7.05, May 1998. (NA007 & RLT)

v AT&T 5ESS Switch. ISDN Primary Rate Interface Specification. 5E7 and5E8 Software Release AT&T 235-900-332. Issue 2.00 December 1991

v AT&T 5ESS Switch. ISDN Primary Rate Interface Specification. 5E9Software Release AT&T 235-900-342. Issue 1.00 November 1993(National ISDN only)

v Lucent 5ESS-2000 Switch ISDN Primary Rate Interface, InterfaceSpecification, 5E9(2) and Later Software Releases, 235-900-342. Issue5.00 January 1997 (National ISDN only)

v AT&T ISDN Primary Rate Specification TR41449 July 1989v AT&T ISDN Primary Rate Specification TR41459 August 1996

Euro-ISDN

The following documents refer to the specifications required forobserving ISDN:v TBR4-ISDN; Attachment Requirements For Terminal Equipment To

Connect To An ISDN Using ISDN Primary Rate Access, Edition 1, Nov.95, English

v CTR 4 - European Communities Commission Decision 94/796/ECpublished in the Official Journal of the European Communities L329, 20 December 94 (ISDN PRA)

National ISDN

National ISDN is described in the following publications:v National ISDN, SR-NWT-002006, Issue 1, August 1991, published by

Bellcorev National ISDN-1, SR-NWT-001937, Issue 1, February 1991, published

by Bellcorev National ISDN-2, SR-NWT-002120, Issue 1, May 1992, published by

Bellcore

INS Net Service 1500

INS Net Service is described in the following publications:


v Interface for the INS Net Service Volume 1 (Outline), 7th Edition,published by Nippon Telegraph and Telephone Corporation

v Interface for the INS Net Service Volume 2 (Layer 1 & 2 Specifications),4th Edition, published by Nippon Telegraph and TelephoneCorporation

v Interface for the INS Net Service Volume 3 (Layer 3 Circuit Switching),5th Edition, published by Nippon Telegraph and TelephoneCorporation

Bellcore Specifications for ADSI Telephones

The following Bellcore specification documents contain technical details of therequirements for ADSI telephones, and the interface to voice response systemssuch as WebSphere Voice Response:v SR-INS-002461: CustomerPremises Equipment Compatibility Considerations for

the Analog Display Services Interface

v TR-NWT-001273: Generic Requirements for an SPCS to Customer PremisesEquipment Data Interface for Analog Display Services

List of WebSphere Voice Response and associated documentation 185


Index

Aaccessibility xiAPI

Java 63application development

Cisco ICM 4Java 4state tables 4

Application development using Java 61Application development using state tables 21application interface

call routing interface (CRI) 3compatibility with WebSphere Voice Response 2event data feed interface (EDFI) 3poll data feed 3service control interface (SCI) 3time synchronization interface 3

application launch filedefining name 12definition 115

Ccall routing interface (CRI), application interface 3call routing interface, see CRI

state tables 21Cisco ICM

application development 4Cisco ICM custom server

coexistence 7customizing 12functions 23, 24import 5Installation prerequisites 5Installation procedure 5installing 5messages 142overview 1parameters 12problem 20running in debug mode 13running in simulated mode 15starting 11, 12status codes 34status data 135trace data 135

Cisco ICM custom server functionCRI 23, 24

Cisco ICM simulator 12, 117Cisco Intelligent Contact Management (ICM) 1

coexistenceCisco ICM custom server 7

configurationJava 8

CRICustom Server Functions

Call_Cleared_Event 24Delivered_Event 24Diverted_Event 25Get_CallID 25Get_Route 26Get_ServiceID 28New_Transaction_Event 28Originated_Event 29Route_End_Event 29Route_Request_Event 30Set_Call_Variables_Event 32Set_VRU_Status_Variables 34

state tables 24status codes 34

CTICisco APIJava 63

custom server parameterexamples 16

customizingCisco ICM custom server 12

Ddeconfigure

Java 9default.cff

Java 9defining, name of application launch file 12dtjenv

Java 8

EEDFI, event data feed interface 3error handling

HACMP 7SSI 7

Event Data Feedstatus codes 34

event data feed interface (EDFI), applicationinterface 3

Expanded Call Context VariableService Control Interface 36, 62

Expanded Call Context Variables 61


HHACMP

error handling 7

Iinstallation

import Cisco ICM custom server 5install package 5prerequisites 5procedure 5start WebSphere Voice Response 5verification test 6

Installation prerequisitesCisco ICM custom server 5

Installation procedureCisco ICM custom server 5

installingCisco ICM custom server 5

JJava

application development 4configuration 8CTICisco API 63CTICiscoCallVars 65CTICiscoReturn 64Custom Server Functions 67deconfigure 9default.cff 9dtjenv 8Service Control Interface 61, 62

Mmessages

Cisco ICM custom server 142migration 7

Ooverview, Cisco ICM custom server 1

Pparameters

-A 12-B 12-c 12-d 13-f 13-h 13-I 14-J 14-K 14-l 14-L 14-p 14-s 15

parameters (continued)-t 15-T 15-U 15-V 15-W 15-X 15-Y 15-z 15-Z 15Cisco ICM custom server 12

Peripheral Gateway (PG) 91poll data feed, application interface 3problems with Cisco ICM custom server 20

SService Control Interface

Examples 91Expanded Call Context Variables 36, 62Java 61, 62overview 36, 61state table 37state tables 35usage 36, 61

service control interface (SCI), application interface 3Service Control Interface, Java

Custom Server Functionscancel 67connect 68connectToResource 71dialogueFailureConfSend 73dialogueFailureEventRecv 74dialogueFailureEventSend 75eventReport 75newCall 76registerVariables 79release 81requestInstruction 82resourceConnected 83runScriptRequest 84runScriptResult 87waitForEvent 89

Service Control Interface, state tablesCustom Server Functions

Cancel 38Connect 39Connect_To_Resource 41Create_DialogueID 42Dialogue_Failure_Conf_Send 43Dialogue_Failure_Event_Recv 44Dialogue_Failure_Event_Send 43Event_Report 44New_Call 45New_Dialogue 49Register_Variables 50


Service Control Interface, state tables (continued)Custom Server Functions (continued)

Release 51Release_DialogueID 52Request_Instruction 52Resource_Connected 54Run_Script_Request 55Run_Script_Result 56

service definition file 18example 19Service ID 18

Service ID in service definition file 18Sevice Control Interface

Custom Server Functions 38, 67simulator 117SMIT

See System Management Interface Tool (SMIT) 5smitty command 5SR-INS-002461 Bellcore specification 185SSI

error handling 7starting

Cisco ICM custom server 11, 12state table

Custom Server Functions 38Service Control Interface 37

state tablesapplication development 4CRI 21Service Control Interface 35

statuscodes 34data, Cisco ICM custom server 135

status codesCRI 34Event Data Feed 34

System Management Interface Tool (SMIT) 5

Tterminology

trunk xtrunk group x

terminology used in this book ixtime synchronization interface, application interface 3TR-NWT-001273 Bellcore specification 185trace data, Cisco ICM custom server 135

Vverification test

run 6

Index 189


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Documents

WebSphere Voice Response for AIX with DirectTalk … Voice Response for AIX with DirectTalk Technology Cisco ICM Interface User’s Guide Version 61. SC34-7077-00