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Avaya CPSEE_TSP500 User Manual

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Avaya Aura™ Contact Center
CPSEE_TSP500
User Guide
This document is confidential and proprietary to SER Solutions and is not for external use.
NN44400-604
Document status: Standard
Document issue: Version 4.0
Document date: 16 July 2010
Product release: Release 6.0
Job function: Administration
Type: Technical Publication
Language type: English

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Summary of Contents for Avaya CPSEE_TSP500

  • Page 1 Avaya Aura™ Contact Center CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. NN44400-604 Document status: Standard Document issue: Version 4.0 Document date: 16 July 2010 Product release: Release 6.0 Job function: Administration...
  • Page 2 Use of CPSEE_TSP500 may be subject to Federal or State laws, administrative rules or reg- Compliance ulations, such as, but not limited to, regulations of the Federal Trade Commission regarding with Laws and telemarketing (collectively “Laws”).

  • Page 3: Table Of Contents

    Outbound Digital Station ...1-8 Chapter 2 TSP User Procedures... 2-1 Shutting Down The CPSEE_TSP500 ... 2-2 Rebooting the CPSEE_TSP500... 2-3 Starting and Stopping The CPSEE_TSP500 ... 2-4 Starting The TSP From The menu ...2-4 To Exit the Admin_Terminal ...2-4 To Stop the CPSEE_TSP500...2-4 Auto Booting the TSP...
  • Page 4 Table of Contents Quit...3-3 Activating the CPSEE_TSP500...3-3 Admin Terminal ...3-4 The TSP Configuration Menu... 3-5 Accessing the Dialing Rules...3-5 Modifying the ISDN Configuration ...3-6 Configuring the Syslog ...3-13 Select System Tools...3-14 View the Trunks File...3-17 Write Configuration to Archive...3-19 Chapter 4 Features and Enhancements ... 4-1 Introduction ...
  • Page 5 INBOUND (inb)...5-9 INSTALL...5-9 IPSTATS ...5-10 LICENSE (lic) ...5-11 LINKP ...5-11 LLOOP ...5-11 LOAD...5-11 LOG...5-12 MUSIC...5-12 OPTIONS (opt)...5-14 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Table of Contents Contents-3...
  • Page 6 VOICE_RATIO ...5-44 VOICE_TIME...5-44 VPARMS ...5-44 Chapter 6 Trunk Spans and Dialing Rules ... 6-1 Common Directory ... 6-2 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Contents 4...
  • Page 7 Overview ... 8-2 TspLogger ...8-2 Rlogger ...8-2 Description ... 8-3 Configuration... 8-4 Example: ...8-4 SYSLOG Viewers ... 8-6 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Table of Contents Contents-5...
  • Page 8 Recording Resource Manager ...12-8 Integrated Recording Operation... 12-10 Appendix A Troubleshooting...A-1 Common Questions ... A-2 Common Questions on Caller ID... A-3 CPSEE_TSP500 Hard Drive Diagnostic ... A-4 Instructions ... A-4 Enhanced Logging for Socket Connections ... A-5 Index... 1 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 9: Chapter 1 Overview

    Chapter 1 Overview This chapter provides an overview of this document, document conventions, and CPSEE_TSP500. It contains the following sections: • Introduction to This Guide • Document Conventions • Introduction to the CPSEE_TSP500 • CPS_TSP500 System and Upgrades • System Capacity •...

  • Page 10: Introduction To This Guide

    Chapter 1 Overview Introduction to This Guide The CPSEE_TSP500™ User Guide is intended for use by SER Solutions support personnel and administrators. It describes the various menu options, and how to navigate through the menus. It also includes terminal commands and configuration information.

  • Page 11: Document Conventions

    These icons are illustrated and explained in below. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Table 1-1: Guide Icons...

  • Page 12: Introduction To The Cpsee_Tsp500

    The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations The TSP 500 can support multiple inbound and outbound campaigns up to ninety-six in total, depending on the adjunct, the actual usable number may be less.

  • Page 13: Cps_Tsp500 System And Upgrades

    Linux Version 3, NMS NA2004-1, and CPS_TSP500.03.000 or later. All TSP500 systems configurations should be rebuilt using the TSP Configu- ration Tool to insure that all new capabilities are being utilized to the fullest. CPSEE_TSP500 User Guide Version 4.0 Page 1-5...

  • Page 14: System Capacity

    The current maximum Agent configuration allows for 768 channels for dial- ing and 384 channels for agents for T1, (810 + 390 channels for E1). Page 1-6 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 15: The Cps_Tsp500 Telephony Cards

    E1 Network circuits in the same CPS_TSP500 system. All Telephony cards must all be either T1 or E1. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Description 8 Trunk T1/E1 card, 32 DSP Cores.

  • Page 16: Tsp System Connections

    Outbound Digital Station is a classified dial. That is, voice detection or Answer Supervision is used to determine when the call has connected to the agent. Page 1-8 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 17: Chapter 2 Tsp User Procedures

    This section includes the following: • Shutting Down The CPSEE_TSP500 • Rebooting the CPSEE_TSP500 • Starting and Stopping The CPSEE_TSP500 • Auto Booting the TSP • Setting the Time/Date on the TSP CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 18: Shutting Down The Cpsee_Tsp500

    Chapter 2 TSP User Procedures Shutting Down The CPSEE_TSP500 To shutdown and Power Off the TSP do the following: 1. Log into “tspshutdown” (password is “tspshutdown”) 2. Answer “y” to the question to Shutdown. This will cause the Processor Board in the TSP to shutdown.

  • Page 19: Rebooting The Cpsee_Tsp500

    Rebooting the CPSEE_TSP500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following: 1. Login to “tspreboot” ( password is “tspreboot”) 2. Answer “y” to the questions to reboot. If configured for “Auto Start”, the CPSEE_TSP500 application should automatically start when powered-up or rebooted.

  • Page 20: Starting And Stopping The Cpsee_Tsp500

    Chapter 2 TSP User Procedures Starting and Stopping The CPSEE_TSP500 Starting The TSP From The menu From the TSP User Interface, 1. Select “Admin_Terminal” 2. If TSP was just started – give it time to initialize before using the TSP.

  • Page 21: Auto Booting The Tsp

    1. Login to “root” 2. Enter cd /etc/rc.d/rc3.d 3. Enter rm –i S99xtsp 4. Enter rm –i K99xtsp CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 2 TSP User Procedures Version 4.0...

  • Page 22: Setting The Time/Date On The Tsp

    5. Reboot the TSP. On a reboot, the system time will be taken from the hard- ware clock. Page 2-6 This document is confidential and proprietary to SER Solutions and is not for external use. --set --date="2/20/03 18:24:00" Version 4.0 CPSEE_TSP500 User Guide --utc...

  • Page 23: Chapter 3 Starting/Configuring Tsp500

    This section includes the following: • Logging Into TSP • The Main Menu • The TSP Configuration Menu CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 3-1...

  • Page 24: Logging Into Tsp

    To login to TSP, enter the following: Login: cpstsp Password: cpstsp Press Enter. The CPSEE - TSP copyright and Main Menu appears. Page 3-2 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 25: The Main Menu

    If it was running, it will still be running after you “Quit” the User Interface Activating the CPSEE_TSP500 To start the TSP, do the following: 1. Select Activate_TSP. If the TSP is already running, the message TSP Already Running... displays. Otherwise, the TSP will be launched as a background process, and the message TSP Started displays.

  • Page 26: Admin Terminal

    This is normal. 4. See TSP500 Admin Terminal Commands in “Features and Enhance- ments” on page 4-1 of this document. Page 3-4 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 27: The Tsp Configuration Menu

    6-5 for a detail description of the fields in this file. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Figure 3-2. The Configuration Menu. Table 3-1: Red Hat Linux VI Commands.

  • Page 28: Modifying The Isdn Configuration

    Table 3-1: Red Hat Linux VI Commands. Command q! or q Quit current edit session Deletes character at the cursor Deletes current line Paste of line in deleted line buffer <Esc> Breaks out of a character mode edit command Version 4.0 Description CPSEE_TSP500 User Guide...
  • Page 29 The example below used “ALL” as the range of trunks. Figure 3-5. Selecting the ISDN Span to Configure. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 3 Starting/Configuring TSP500 Table 3-2: ISDN Options.
  • Page 30 “signaling,” “transfer,” and “user” are static. Figure 3-6. Editing the ISDN Configurations. Subscreens of the ISDN Configurations Figure 3-7. ISDN Configuration: Transfer Capability. Page 3-8 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 31 Figure 3-9. ISDN Configuration: Transfer Rate. Figure 3-10. ISDN Configuration: User Information Layer 1. default = 2 (T1) default = 3 (E1) CPSEE_TSP500 User Guide Version 4.0 Page 3-9 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 32 Figure 3-12. ISDN Configuration: Destination Number Plan. Figure 3-13. ISDN Configuration: Destination Number Type. Figure 3-14. ISDN Configuration: Destination Number Plan. Page 3-10 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 33 Figure 3-18. Configuration: Facility Feature Service. Note: This parameter must be con- figured to “service” 4ESS pro- tocols. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 3 Starting/Configuring TSP500 Version 4.0 Page 3-11...
  • Page 34 View ISDN Configurations The View ISDN Configurations screen displays current ISDN configuration for selected spans. Page 3-12 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 35: Configuring The Syslog

    SYSLOG_HOST is the only required assignment. The other two are optional. SYSLOG_HOST CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 3 Starting/Configuring TSP500 Table 3-3: TspLogger configuration elements.

  • Page 36: Select System Tools

    TSP. By default, the hostname is displayed. However, if you would like some other label that might be more meaningful displayed, this configu- rations item can be used to assign it. Example: SYSLOG_NAME Omaha TSP Version 4.0 Description CPSEE_TSP500 User Guide...
  • Page 37 Figure 3-24. TSP Tools. AgTrace_3073 Figure 3-25. AgTrace_3073. BoardInfo Figure 3-26. Board Information example. CAS Signals Figure 3-27. CAS Signals. CPSEE_TSP500 User Guide Version 4.0 Page 3-15 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 38 Chapter 3 Starting/Configuring TSP500 ISDN Trace Figure 3-28. ISDN Trace. View Trace File Figure 3-29. View Trace File example. Page 3-16 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 39: View The Trunks File

    You must assign a specific “Protocol” name to each trunk span. Currently supported protocols are: isdn CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 3 Starting/Configuring TSP500 Figure 3-30. View Trunks file.
  • Page 40 France Telecom Euro ISDN and Euro Numeris. Signaling at the Q reference point. No Variant (for US T1 Robbed Bit Protocol). Australian Telecom 1 EuroISDN France Version 4.0 Immediate Start Inbound. Immediate Start Outbound. Inbound Outbound Inbound/Outbound Inbound Outbound Inbound/Outbound CPSEE_TSP500 User Guide...

  • Page 41: Write Configuration To Archive

    Creating /tmp/tspcfg0301041651.tar Completed Saving Configuration This tar file is normally returned to SER Main (server name) as a backup. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 3 Starting/Configuring TSP500 Version 4.0...
  • Page 42 Chapter 3 Starting/Configuring TSP500 Page 3-20 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 43: Chapter 4 Features And Enhancements

    New Country - Feature • Monitoring Features and Enhancements • Dialing Features and Enhancements • Answering Machine Enhancements • New Commands CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 4-1...

  • Page 44: Introduction

    It currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations. Page 4-2 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 45: Restarting Protocols

    Examples: treset –s treset –s treset –s treset –s CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements 1-33 Version 4.0 Page 4-3...

  • Page 46: Graceful Campaign Close

    Connected calls (those calls connected to agents, or announcements), are not automatically dropped – just those dials in progress. Page 4-4 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 47: Integrated Recording Feature

    RAM drive, as well as the health and accessibility of the recording server. See Also: “Integrated Recording” on page 12-5 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Version 4.0...

  • Page 48: Agentless Campaign - Feature

    280. You would add the following keywords to the Dialing Rules, and then, stop and restart the TSP. IVR_TRUNKS 241-280 TRANSFER_GROUP 1 Page 4-6 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 49: Text-To-Speech (Tts) Messages - Feature

    When the non-interruptible voice message completes playing, a route request (M_ROUTE_REQ) is sent to the Adjunct with a result code indicating the voice message completed (SWR_MSG_PLAY_DONE). CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements smbfs Version 4.0...

  • Page 50: Caller Id Name - Feature

    Allow Dial Tone To Stations Allow Manual Dialng Perform Zapper Detection Monitor Key - Use Pound Sign - #123# Allow Caller ID Name Ignore Cadence Break Support New Legislation Events Process SITS Via D Channel Version 4.0 CPSEE_TSP500 User Guide...
  • Page 51 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Let Dials Complete On Campaign Close Dont Route Inbound Calls Always Beep Agent On Connect Dont Answer On Timeout Version 4.0...

  • Page 52: Collect Dtmf Digits - Feature

    “user data” is filled with the digits collected and sent to the Adjunct. The “user data” field descriptor is designated with the letter “u”. Page 4-10 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 53: Personnel Ring Back - Feature

    WAIT_FOR _SUPERVISION 0 ! Start voice detection immediately after dial launch. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Version 4.0...
  • Page 54 The default for this keyword is off (unless configured by Call Manager – see below). Protocol B support is being offered using a new message, Ts. Page 4-12 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 55: Trunk Features And Enhancements

    ZXAAA,BBB,CCC ZYDDDD,EEE,FFFF,GG,HH,III; There will be 1440 ZY messages (one for each minute of the day. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements grep TrunkBound *.txt...

  • Page 56: Trunk Bound Alerts Sent To The Syslogger

    Percent of Predictive Trunks available.. Percent of Trunk Bound condition during that minute. Number of samples – typically 60 – 1 per second. Average Number of active agents during that minute. Trailer message – contains no data. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 57: Billing Codes - Feature

    TSP considers all dialing rule characters after the “d” or “D” charac- ter to be “post digits,” and they should be sent in-band using DTMF. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 58: User Data Features And Enhancements

    “Calling Name” field. Specifying DMS250 for DMS 250 switches will allow better handling of this field. Page 4-16 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 59: New Country - Feature

    Support for India has been added to the TSP. See also: “Initialize Configuration” on page 7-10 for a list of coun- tries. CPSEE_TSP500 User Guide Version 4.0 Page 4-17 This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 60: Monitoring Features And Enhancements

    Silent Coaching is NOT supported for Manual Monitors. Page 4-18 This document is confidential and proprietary to SER Solutions and is not for external use. 1! Use Silent Coaching as the 0! Use Barge In as the default. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 61: Client Monitoring For Conferences -Enhancement

    Manual Monitors at different facilities (serviced by the same TSP) from monitoring each other’s agents. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Version 4.0...
  • Page 62 In the examples, Monitor Stations 4, 5, 6, and 7 are assigned to various Agent Stations. MONITOR_ASSIGN4 MONITOR_ASSIGN5 Page 4-20 This document is confidential and proprietary to SER Solutions and is not for external use. 1-25 72-78 1-25 72-78 1-24 4 1-24 5 1-24 6 1-24 1-24 25-48 Version 4.0 CPSEE_TSP500 User Guide...
  • Page 63 10:40:49.223 assigned. 10:40:49.223 assigned. 10:40:49.223 assigned. 10:40:49.223 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements 1-48 49-57 77 97-104 109 120-128 1-24 1-3 5-24...

  • Page 64: Decibel Level Adjustment - Feature

    This Station has Manual Monitor Capability Monitor has Assigned Station List sflags = [8100] tflags = [0] preview queue: current: 0 Example: CLIMON_GAIN 9 Version 4.0 ts: 20 <-- 7fff 0 <-- 7fff zflags = [0] Peak: 0 CPSEE_TSP500 User Guide...

  • Page 65: Dialing Features And Enhancements

    To ensure “incompletes” are only retried if the call center desires them to be retried, a new dialing rules keyword was created. (RETRY_INCOMPLETES). CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Version 4.0...
  • Page 66 Page 4-24 This document is confidential and proprietary to SER Solutions and is not for external use. RETRY_INCOMPLETES 1! Incompletes will be retried. RETRY_INCOMPLETES 0 ! Do Not retry incompletes. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 67: Answering Machine Enhancements

    VOICE_TONE_RATIO VOICE_SILENCE_LEVEL38 New Keywords values: PAMD_METHOD VOICE_ANSM_MLENGTH 1600 VOICE_ANSM_LENGTH VOICE_TONE_RATIO VOICE_SILENCE_LEVEL33 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements 2000 196608 2200 393216 Version 4.0...
  • Page 68 Encore anyway (seconds) -------------- Start Playing Encore to Answering Machine after this period – once a beep is heard (100ms tics. 20 = 2 seconds) --------------- 1 = old method, 0 = new method Version 4.0 Description CPSEE_TSP500 User Guide...

  • Page 69: New Commands

    VOICE_ANSM_MLENGTH • VOICE_TIME1 • VOICE_TIME2 • VOICE_SILENCE_LEVEL • VOICE_SILENCE_TIME • RULE_0-4 • OUTBOUND_DIGITAL_TRUNKS CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 4 Features and Enhancements Version 4.0 Page 4-27...
  • Page 70 Chapter 4 Features and Enhancements Page 4-28 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 71: Chapter 5 Admin Terminal Commands

    Chapter 5 Admin Terminal Commands This section includes the following: • Introduction • List of Commands CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 5-1...

  • Page 72: Introduction

    The following is a brief description of each command. Online help for each command is available by typing “help” followed by a specific command. Page 5-2 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 73: List Of Commands

    The following is description of the above items: CTI Link Dial String Station Tones CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-1: Bug Traces.

  • Page 74: Call

    NMS events. This option traces the Protocol B messages associ- ated with the Light Display. (The light display is not currently supported on the CPSEE_TSP500) Traces the low level functions used for time slot connection on the Telephony Buss.

  • Page 75: Capture_Tnum

    For example: / usr/home/cpstsp/cps01/cfg. CLOCK Displays the current T1/E1 clock status. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands capture <file name> <Matrix Number (in capture_tnum <telephone number>...

  • Page 76: Cmd

    Chapter 5 Admin Terminal Commands Syntax: clock [-s -u] The “-s” switch displays the current clock status. If no switch is supplied, the “-s” switch is assumed. The “-u” switch forces the TSP to check for updated clock status. This command allowed CTI Protocol B messages to be entered at the Admin_Terminal.

  • Page 77: Crate

    Examples: Note: Intended for engineering use only. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Syntax: dial <telephone number> [trunk number] Syntax: disable <trunk # or range of trunks>...

  • Page 78: Enable

    Admin_Terminal commands is displayed. Page 5-8 This document is confidential and proprietary to SER Solutions and is not for external use. Syntax: disable conf <NMS board #> disable conf 7 Version 4.0 CPSEE_TSP500 User Guide...

  • Page 79: Htrunk (Ht)

    Install items are non-volatile. That is, they will survive a reboot or power cycle. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. The following is a list of options that can be installed: Version 4.0...

  • Page 80: Ipstats

    Instructs the TSP to consider a call as an Unknown SIT tone if an answering machine had been detected and NO Answer Supervision had been received. Specifies that reorder SIT Tone dial results will not be redialed. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 81: License (Lic)

    Entering the same command again will toggle the local loopback off. LOAD Forces a load of the dialing rules. You can import selected configuration items. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands license Table 5-4: Load categories.

  • Page 82: Log

    Description Load misc Load the following: • Dialing Rules • ISDN Configuration • Monitor Station Assign- ments load rules Load Dialing Rules load syslog Load the syslog IP and Port load tones Load Tones [<save|restore>] Version 4.0 CPSEE_TSP500 User Guide...
  • Page 83 Encore Pllus Fast Dial feature is used and when the Encore Plus transfer feature is used. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-5: Examples of the MUSIC Command.

  • Page 84: Options (Opt)

    LSN (Least Significant Nibble) is toward the top. The following is a list of options that can be set: Page 5-14 This document is confidential and proprietary to SER Solutions and is not for external use. Figure 5-2. The OPTIONS command. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 85 1 = Beep agent prior to connecting call. nect 0 = Do not beep agent prior to connecting call. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-6: Option Flags.

  • Page 86: Park

    This document is confidential and proprietary to SER Solutions and is not for external use. Table 5-6: Option Flags. Description Table 5-7: Poisson Distributions. Option Answer Time The time it takes calls to be answered. (Measured from the beginning of a launch to voice being detected). Version 4.0 Description CPSEE_TSP500 User Guide...
  • Page 87 Distribution times are available globally or by campaign. Syntax: poisson [–a | –e | –p | –q | –t | –v | –w | –z | –c] [campaign number] CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 88: Prep

    Display Global Answer Time distribution. poisson -t Display Global Talk Time distribution poisson –w Display Global Wait Time distribution. poisson –c Clear all distributions (Global and Campaign) poisson –w 6 Display Wait Time distribution for Campaign 6 Version 4.0 Description CPSEE_TSP500 User Guide...
  • Page 89 DSP. DsIdle Holds available Trunks that have been assigned for use as Digital Stations. DspBad CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Version 4.0...
  • Page 90 DSP, the data structure associated with the DSP is placed on this queue. MpInuse Page 5-20 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 91 The queue holds data structures for trunks that are connected together by the Third Party Transfer feature. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Version 4.0...

  • Page 92: Qmsg (Qm)

    Message number. MSG_NAME Encore Message Name. Length (in seconds) of the voice message. Page 5-22 This document is confidential and proprietary to SER Solutions and is not for external use. Table 5-10: QMSG Commands. Description Version 4.0 CPSEE_TSP500 User Guide...

  • Page 93: Qport (Qp)

    The appropriate bits can be modified to alter the behavior. Example: Enter Command-> recbits CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-10: QMSG Commands.
  • Page 94 This document is confidential and proprietary to SER Solutions and is not for external use. Recording Required 0 = Move File. 1 = Concatenate File. Record 1 Minute Snipits Use Closing Threads Use VCE instead of ADI Version 4.0 CPSEE_TSP500 User Guide...

  • Page 95: Recstate

    Displays “LOW”, if the available space on the shared drive of RecServer is below the configured minimum. (4 G-bytes) CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands...

  • Page 96: Record (Rec)

    Syntax: shook <station number[ or range of stations] > intended for engineering use only, or systems running in simulation. Page 5-26 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 97: Show (Sho)

    SHOW (sho) This command displays information on a variety of components. This command may be entered with the clear stats switch (-c), or the rotate through switch (-r), if specified below. The following are valid show commands. show board Displays Board related information.
  • Page 98 Count of occurrences of this cause code. Page 5-28 This document is confidential and proprietary to SER Solutions and is not for external use. Table 5-13: show camp. Description Table 5-14: show camp –a” Description Table 5-15: "show cause" Description Version 4.0 CPSEE_TSP500 User Guide...
  • Page 99 Displays a variety of information on Digital Stations. This command can be entered with the rotate through switch (-r). CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands...
  • Page 100 Count of times a telemarketing zapper was detected. TrunkErr Count of times a Dial failed for any reason. UnsolErr Count of times unexpected events were received. DialTMO Count of times we never detected any Call Progress. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 101 Group this trunk belongs to. State Application State: IDLE DIAL PROG CONN HANG CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-18: show errors.
  • Page 102 Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Parked[7fff] Version 4.0 Queue waitque connque waitque connque connque waitque connque waitque connque connque connque connque connque connque connque connque connque CPSEE_TSP500 User Guide...
  • Page 103 Trunk currently connected to. (0 = no connection) teln Telephone number if connected to call. show switch Displays the switch connections for every device defined. This command can be entered with the “rotate through” switch (-r). Command Internal Matrix Number.
  • Page 104 Chapter 5 Admin Terminal Commands Displays a variety of information on Trunks. This command can be entered with the “clear stats” switch (-c), or the “rotate through” switch (-r). show util If entered without arguments, it will display trunk use for the previous twenty minutes.

  • Page 105: Silence_Db

    Station Number. Syntax: CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-23: show util.

  • Page 106: Slots (Sl)

    TSP, is a single span. The current version of the TSP can hold 48 spans. This command can be entered with the “clear stats” switch (-c), the “rotate through” switch (-r), or the “query status” switch (-q).

  • Page 107: Span

    This command is used to control the state of ISDN channels. Currently unavailable because features of this command are not fully supported by the TSP’s board venter (NMS). CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Table 5-24: SLOTS Command Command Slot (Span) Number.

  • Page 108: Spstuff (Sp)

    Place specified ISDN span Out-of-Service. Place span 34 in maintenance mode. Place layer 2 for span 34 “out-of-service.” Place layer 2 for span 34 “in-service.” Display information about station 34. Display a hex dump of station 34. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 109: Syslog

    TspLogger. The following shows the output of the “syslog command”. Syslog Options = 207f CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Table 5-26: STATUS Command. Command CAMP TYPE Outbound, Inbound, or Validation.

  • Page 110: Tline

    This document is confidential and proprietary to SER Solutions and is not for external use. Emergency Alert Critical Error Warning Notice Information Debug Send Manual Dial Info to TspLogger Allow ALL T1/E1 Alarms to TspLogger Use Strict RFC 3164 message format syslog test Version 4.0 CPSEE_TSP500 User Guide...

  • Page 111: Tone_Time

    [-s] <trunk number> This command can be entered with the Start and Stop protocol switch (“-s”). TRSTUFF (tr) Displays a variety of information regarding the specified trunk. This command can also be entered with an option used to control the state of ISDN channels, or to display hex dump information related to the trunk.

  • Page 112: Version

    Index for the first Campaign on this TSP. stationoffset Index for the 1 trunkoffset Index for the 1 nstations Number of configured Stations. Version 4.0 Description Description Station on this TSP Trunk on this TSP. CPSEE_TSP500 User Guide...

  • Page 113: Voice_Leakage

    Modifying this item can adversely effect voice detec- tion on the TSP. voice_length <medium length> <long length> CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 5 Admin Terminal Commands Table 5-28: Configuration.

  • Page 114: Voice_Noise

    Displays the current voice detection parameters and the Admin Terminal commands that can be used to dynamically tune them. Page 5-44 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 115: Chapter 6 Trunk Spans And Dialing Rules

    This section addresses trunk spans and the Dialing Rule file. It includes the fol- lowing sections: • Common Directory • trunks.cnf • tsp.cnf (Dialing Rules) • Building Dialing Rules Tutorial CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 6-1...

  • Page 116: Common Directory

    Contains the tone parameters. Copied from the country directory depending on the country specified during TSP Configuration. Trunks configuration file. This file is created trunks.cnf by the TSP Configuration Tool, and was for- mally in the /usr/home/cpstsp/cfg directory. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 117: Trunks.cnf

    (on a per span basis) when bringing up the CPSEE_TSP500. Although multiple spans may reside on a single NMS board, the CPSEE_TSP500 views each span as an individual entity. Each span must be configured with the specific NMS protocol that will be used for that span.

  • Page 118: Tsp.cnf (Dialing Rules)

    Although an in depth training course on Dialing Rules is outside the scope of this document, the following is a short tutorial on building Dialing Rules. Page 6-4 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 119: Building Dialing Rules Tutorial

    This keyword should be set to 0 for Mu-LAW, which is used in the USA, Canada and Japan, and 1 for other countries that require A-law com- pression. This keyword is automatically written by the CPSEE_TSP500 con- figurator and should not be changed.
  • Page 120 For the USA this would be set to “3.” For other countries, you should set it appropriately. Page 6-6 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 121 Engineering. The default value for this keyword is zero. COUNTRY CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules AUTO_LOG 319 Version 4.0...
  • Page 122 Chapter 6 Trunk Spans and Dialing Rules This keyword identifies which country the CPSEE_TSP500 is located in. It is automatically assigned by the TSP Configuratior and should not be changed. DEFAULT_BILLING This keyword assigns the default “billing digits.” They are used if the Call Manager fails to assign send them in the dial request.
  • Page 123 “d” or “D” in the dial string. This allows callers to hear billing digit tones from the carrier. DEVICES_PER_THREAD CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules...
  • Page 124 This keyword specifies a trunk group preferred for use when dialing Interna- tional telephone numbers. This is a trunk preference, and not a guaranteed Page 6-10 This document is confidential and proprietary to SER Solutions and is not for external use. DISABLED_TRUNKS 3 5 17-29 Version 4.0 CPSEE_TSP500 User Guide...
  • Page 125 Note: Only one area code can be specified. LOCAL_AREACODE_01 through LOCAL_AREACODE_31 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules 1 3-43 47 48 Version 4.0...
  • Page 126 Latta telephone numbers. Intra-Latta numbers are those numbers that are in our Area Code, but not considered local. This is a trunk preference, and not a Page 6-12 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 127 TSP Configurator. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules...
  • Page 128 Chapter 6 Trunk Spans and Dialing Rules NUM_TRUNKS This keyword specifies the total number of trunks and Stations configured on the CPSEE_TSP500. It is automatically assigned by the TSP Configurator. OUTBOUND_DIGITAL_TRUNKS This keyword assigns trunks that will be used for Outbound Digital Stations Digital Stations are identified by the “D”...
  • Page 129 Ring No Answer timeout has occurred but the call has been answered. RULE_0 through RULE_4 There are five trunk groups within the CPSEE_TSP500. Trunk Group 0 is the default for all trunks not assigned elsewhere. Each trunk group has a dial- ing rule associated with it.
  • Page 130 Dial the complete telephone number. pause one second. pause three seconds. Look for tone. Add campaign Billing Digits. Add Country Code (for international dialing). DTMF Digit (asterisk) DTMF Digit (pound sign) THIRD_PARTY 3 5 17-29 Version 4.0 Description CPSEE_TSP500 User Guide...
  • Page 131 These keywords assign specific trunks to different trunk groups. Any trunks not assigned are automatically assigned to Trunk Group 0. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules Version 4.0...
  • Page 132 This keyword specifies (in milliseconds) the minimum length of time contin- uous voice must be detected before classifying the call to be an answering Page 6-18 This document is confidential and proprietary to SER Solutions and is not for external use. 3 5 17-29 Version 4.0 CPSEE_TSP500 User Guide...
  • Page 133 VOICE_TONE_RATIO CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 6 Trunk Spans and Dialing Rules Version 4.0...
  • Page 134 It is only voice detection and answering machine detection that is affected by this keyword. Page 6-20 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 135: Chapter 7 The Tsp Configuration Tool

    Configuring the System • Sample T1 Configuration Initialization • Sample T1 Configuration Modification • Sample E1 Configuration Initialization CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 7-1...

  • Page 136: Configuration Tool Overview

    Configuration Tool Overview The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 is a 1152 port switch that is provided in different configura- tions. The CPSEE_TSP500 can support any multiple of inbound and outbound campaigns with up to forty in total.

  • Page 137: Using The Configuration Tool

    Using the Configuration Tool Requirements • You have a CPSEE_TSP500 switch running version CPS_TSP500.01.028 or higher. Audience This guide is designed for: • CPS Enterprise Edition system administrators who are responsible for configuring and maintaining a TSP switch. • SER Solutions personnel who support systems that use a TSP switch.

  • Page 138: Configuration Files

    “cfg” directory. The conferencing configuration file, “cnf.cfg,” contains the DSPs assigned for conferencing on each card. The Page 7-4 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 139: Tsp Configuration Directory Structure

    CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool Version 4.0...

  • Page 140: Trunk Protocol Selection And Storage Information

    Table 7-1: ISDN Protocol Variants. NMS Variant Name T1 or E1 QSIG ETSI Table 7-2: CAS Protocols Printed Name Version 4.0 NMS Downloadable Module (DLM) c65igen c65igen c65igen c65igen c65igen c65igen c65igen c65igen T1 or E1 Protocol Name immi CPSEE_TSP500 User Guide...

  • Page 141: Line Codes

    The available Framing Types are listed in Table 7-4. The Framing Types available vary with T1 and E1 Lines. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool...

  • Page 142: Card Type Selection

    This document is confidential and proprietary to SER Solutions and is not for external use. Table 7-5: TSP500 Card Types. Number of Trunk Number of DSP Spans Cores Version 4.0 Primary usage (T1 or E1) T1 and E1 CPSEE_TSP500 User Guide...

  • Page 143: Configuring The System

    1 Initialize Configuration 2 Edit/View Configuration 3 Download Configuration 4 Restore Configuration CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool Description Creates country specific and system configuration files Allows changes to system configuration.
  • Page 144 To initialize the configuration of a system, you must answer the questions. Page 7-10 This document is confidential and proprietary to SER Solutions and is not for external use. Description Displays online help. Logs off “tspcfg” user. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 145 If “<more>” is displayed at the bottom of the screen, press Enter to view additional coun- tries supported. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool Version 4.0...

  • Page 146: Trunk Information

    ISDN Groups. You will be prompted for ISDN Groups until all remaining trunk spans have been assigned a protocol or a “0” is entered. Page 7-12 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 147: Station Information

    The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines. Refer to Table 7-2 for the actual list displayed. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 148: Encore And Conferencing Information

    When you select this option, a summary of the current configuration of the system is displayed. Page 7-14 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 149: Card Information

    Ports and Conference Bridge will be re-calculated. Unless directed by Engi- neering, these values should not be changed. Card Information CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool Version 4.0...
  • Page 150 The list of available CAS Frame Types is dependent on the usage of T1 or E1 Lines. Refer to Table 7-4 for the actual list displayed. Page 7-16 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 151 The summary screen looks as follows: The card level screen is displayed for each card defined in the system. Card 1 corresponds to the card in Shelf-Slot 1-7 and the screen looks as follows: CPSEE_TSP500 User Guide Version 4.0 Page 7-17...
  • Page 152 For this configuration it is expected that two CG 6500C-0L/8TE cards be loaded above the Processor Card followed by two CG 6500C/64-0L/16TE cards. Saving a Configuration Page 7-18 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 153 The Edit/View Configuration option will prompt you to save a set of configu- ration files if any information has been changed. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Chapter 7 The TSP Configuration Tool Version 4.0...

  • Page 154: Restore Configuration

    This may be due to a new set of configuration files not down- loading correctly or a previous system configuration is needed. Page 7-20 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 155 Search for “err,” “ERR,” or “fail.” If errors have occurred, contact customer support or engineering because the system is not in a good state and cannot run. CPSEE_TSP500 User Guide Version 4.0 Page 7-21 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 156 Chapter 7 The TSP Configuration Tool Sample T1 Configuration Initialization Trunk Information Page 7-22 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 157 Chapter 7 The TSP Configuration Tool Station Information CPSEE_TSP500 User Guide Version 4.0 Page 7-23 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 158 The summary of the system configuration is as follows: Page 7-24 This document is confidential and proprietary to SER Solutions and is not for external use. = 17 Trunk Spans Version 4.0 CPSEE_TSP500 User Guide...
  • Page 159 That leaves four trunk spans that need to be configured to run the remainder of ISDN Group 2. The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: CPSEE_TSP500 User Guide Version 4.0 Page 7-25 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 160 For this configuration it is expected that a CG 6500C-0L/8TE card be loaded above the Processor Card followed by a CG 6500C/64-0L/16TE card. Page 7-26 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 161 It is very important to reboot the system in order for the correct country information to be used. CPSEE_TSP500 User Guide Version 4.0 Page 7-27 This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 162: Sample T1 Configuration Modification

    Encore Ports and Conference Bridges to be re-calculated. Both items have been increased due to a trunk card being added. Page 7-28 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 163 Spans 7 and 8 are running ISDN AT&T 4ESS. None of these trunk spans are being used as Digital Stations. We have not changed any information on this card. CPSEE_TSP500 User Guide Version 4.0 Page 7-29 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 164 Nailups are Trunk Spans 10 and 12. We have not changed any informa- tion on this card. Page 7-30 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 165 Stations. The Digital Stations are either Digital Station Nailups or VoIP Station Nailups. The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: CPSEE_TSP500 User Guide Version 4.0 Page 7-31 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 166 The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: The configuration for Card 3 located in Shelf-Slot 1-5 is as follows: Page 7-32 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 167 For this configuration it is expected that a CG 6500C-0L/8TE card be loaded above the Processor Card followed by a CG 6500C/64-0L/16TE card, then a CG 6500C-0L/8TE card. CPSEE_TSP500 User Guide Version 4.0 Page 7-33 This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 168: Sample E1 Configuration Initialization

    Chapter 7 The TSP Configuration Tool Sample E1 Configuration Initialization This chapter contains a sample for initializing a system configuration. Page 7-34 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 169: Trunk Information

    Chapter 7 The TSP Configuration Tool Trunk Information Station Information CPSEE_TSP500 User Guide Version 4.0 Page 7-35 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 170 The summary of the system configuration is as follows: Page 7-36 This document is confidential and proprietary to SER Solutions and is not for external use. 540 Network Trunks 18 Trunk Spans Version 4.0 CPSEE_TSP500 User Guide...
  • Page 171 The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: The remaining 8 ISDN EuroISDN Trunk Spans are defined on this card. The configuration for Card 3 located in Shelf-Slot 1-5 is as follows: CPSEE_TSP500 User Guide Version 4.0 Page 7-37...
  • Page 172 For this configuration it is expected that the two CG 6500C/64-0L/8TE cards are loaded above the Processor Card followed by a CG 6500C-0L/8TE card. Page 7-38 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 173 It is very important to reboot the system in order for the correct country information to be used. CPSEE_TSP500 User Guide Version 4.0 Page 7-39 This document is confidential and proprietary to SER Solutions and is not for external use.
  • Page 174 Chapter 7 The TSP Configuration Tool Page 7-40 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 175: Chapter 8 Tsplogger

    This section includes the following: • Overview • Description • Configuration • SYSLOG Viewers • TSP Control • Events • TspRelay CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 8-1...

  • Page 176: Overview

    Chapter 8 TSPLogger Overview CPSEE_TSP500 has the capability to log specified messages and events to a centralized logger. When there are multiple TSPs, it is desirable to provide a method of generating event messages and directing them to a centralized log- ger.

  • Page 177: Description

    When the TSP is started (or the “load syslog” is entered via the Admin Termi- nal), the TSP will begin forwarding event messages to the remote syslogger. Other configurable items are available and will be described below. CPSEE_TSP500 User Guide Version 4.0 Page 8-3...

  • Page 178: Configuration

    Example: SYSLOG_PORT 9400 Page 8-4 This document is confidential and proprietary to SER Solutions and is not for external use. TSP Configuration A...DialingRules B...DnisConfiguration C...ISDNConfiguration D...Strategies E...SysLogConfiguration F...Tools G...Trunks H...WriteCfigToArchive Select Item: Version 4.0 [tspdev10] CPSEE_TSP500 User Guide...
  • Page 179 Example: SYSLOG_NAME Omaha TSP CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Chapter 8 TSPLogger...

  • Page 180: Syslog Viewers

    Testing for this feature was done using the syslogger from www.kiwisys- log.com. The following is a display from that syslogger. Page 8-6 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 181: Tsp Control

    T1 or E1 span is in trouble. If all the T1E1 errors are sent to the TspLogger, it could flood the logger and make finding useful information difficult. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Emergency...
  • Page 182 “Use Strict RFC 3164 message format” is a matter of choice. If it is turned on, the local time of the TSP will be displayed. Page 8-8 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 183: Events

    The Call Manger or Gateway is performing an orderly shutdown. (example: “cmshut”) [TSP NAME] T1/E1 Span xx Failed To Initialize. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0...
  • Page 184 Third Party Trunks were in use, or not assigned. Page 8-10 This document is confidential and proprietary to SER Solutions and is not for external use. [TSP NAME] Encore Messages Loaded. [TSP_NAME] No Available Encore Ports. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 185 This message is optional. It will display the phone number and stations num- ber from where the Manual Dial was launched. This message is useful for centers to track unauthorized Manual Dials. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0...

  • Page 186: Tsprelay

    Note: The program (tsprelay_sco or tsprelay_lx) should be started as a daemon. CPSEE_TSP500 systems that have direct network access to When started, it will look in the /etc directory for a file called relay.conf. It syslogger will not require the...

  • Page 187: Errors

    Linux based Call Manager to allow script files on the Call Manager to send event mes- sages to the TspLogger. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Chapter 8 TSPLogger...
  • Page 188 Chapter 8 TSPLogger Page 8-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 189: Chapter 9 Intrusion Tone

    Chapter 9 Intrusion Tone This section includes the following: • Overview: • Implementing Intrusion Tone • Using Intrusion Tone CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 9-1...

  • Page 190: Overview

    “Client Monitoring” feature will be disabled if Intrusion is being used. Otherwise the called party and agent would hear the Monitor and Client Monitor’s conversation. Page 9-2 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 191: Implementing Intrusion Tone

    The default is for Intrusion Tone is to be turned OFF. To specify that the Intrusion Tone should be used, enter the following line into the Dialing Rules. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. INTRUSION 1 Version 4.0...

  • Page 192: Using Intrusion Tone

    1. Otherwise, the agent and called party would hear the Monitor and Client Monitor’s conversation. Page 9-4 This document is confidential and proprietary to SER Solutions and is not for external use. ************************** Freq1 Ampl1 Freq2 Version 4.0 Ampl2 8000 4000 2000 5000 CPSEE_TSP500 User Guide...

  • Page 193: Chapter 10 Tsp Lights

    Chapter 10 TSP Lights This section includes the following: • The TSP Light Display CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 10-1...

  • Page 194: The Tsp Light Display

    TSP Lights requires a direct connection to the user net- work. It will not work if the CPSEE_TSP500 is on the Call Manager’s private network and no other connection is pro- The bottom six rows of the light display indicate the health of the associated spans.

  • Page 195: Chapter 11 Accessing Text-To-Speech

    This section addresses configuration necessary for reading Text-To-Speech mes- sages on the TSP500. It includes the following: • Accessing Text-To-Speech Messages • Mounting the External Drive CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 11-1...

  • Page 196: Accessing Text-To-Speech Messages

    0 //10.2.55.6/tts /home/tts Note: “defaults” = rw,suid,dev,exec,auto,nouser, async Page 11-2 This document is confidential and proprietary to SER Solutions and is not for external use. <local directory path> smbfs username=eisadmin/Shelton,pass- smbfs defaults 0 0 Version 4.0 CPSEE_TSP500 User Guide...

  • Page 197: Mounting The External Drive

    6. If “/home/tts” is listed, do the following. [root@tsp500]# Otherwise proceed to the next step. 7. Mount the external drive: [root@tsp500]# CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Appendix 11 Accessing Text-To-Speech cd /etc vi fstab...
  • Page 198 Appendix 11 Accessing Text-To-Speech Page 11-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 199: Chapter 12 Integrated Recording

    This section addresses configuration necessary for Integrated Recording. It includes the following sections: • Introduction • Components of Integrated Recording • Integrated Recording Operation CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 Page 12-5...

  • Page 200: Introduction

    See Also: “Integrated Recording Feature” on page 4-5 Page 12-6 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...

  • Page 201: Components Of Integrated Recording

    If a different IP address, and “node name” is required, it can be reconfigured during the installation, or afterwards, using the “rec_watch_setup” program located in the /usr/home/cpstsp/cps01/utl/exe directory. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Directory...

  • Page 202: Disk Monitor Daemon

    (10996) Keeping track of multiple recording sessions will be handled using the Agent ID field in the message, and not by the Call ID. Page 12-8 This document is confidential and proprietary to SER Solutions and is not for external use. Version 4.0 CPSEE_TSP500 User Guide...
  • Page 203 See Also: “Integrated Recording Operation” on page 12-10 “Integrated Recording Feature” on page 4-5 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. Appendix 12 Integrated Recording Version 4.0...

  • Page 204: Integrated Recording Operation

    (currently configured for fifteen seconds). It is assumed that if this file has not been modified during this time, and RecWatch has not been notified to move this file, then the TSP must Version 4.0 CPSEE_TSP500 User Guide...
  • Page 205 “Components of Integrated Recording” on page 12-7 “Integrated Recording Feature” on page 4-5 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. be down, and RecWatch will delete the file. Because of the limited capacity of the RAM disk, it is RecWatch’s primary goal to keep the...
  • Page 206 Appendix 12 Integrated Recording Page 12-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 207: Appendix A Troubleshooting

    Appendix A Troubleshooting This section includes the following: • Common Questions • CPSEE_TSP500 Hard Drive Diagnostic • Enhanced Logging for Socket Connections CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 208: Common Questions

    3. How do I assign “Outbound Digital Agents” and Inbound Digital Agents? All agents on the CPSEE_TSP500 are Digital Agents and have trunks associated with them. The spans associated with the digital station trunks are declared by placing a capitol D next to the span assignment in the trunks.cnf file.

  • Page 209: Common Questions On Caller Id

    If there are multiple Clients monitoring the same ID, it is best to change the password, and notify the remaining Clients of the change. CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 210: Cpsee_Tsp500 Hard Drive Diagnostic

    Appendix A Troubleshooting CPSEE_TSP500 Hard Drive Diagnostic All CPSEE_TSP500’s are installed with an IDE Smart Drive test/reporting tool. This tool reports the status of the specified IDE Smart Drive. Instructions 1. Login to “root” 2. Type: ide-smart /dev/hda The following is an example of the output:...

  • Page 211: Enhanced Logging For Socket Connections

    Enhanced Logging for Socket Connections The CPSEE_TSP500 now logs when a socket connection closes. Example: tsp06.log:21:10:54.845 tsp06.log:21:12:08.439 Also, if a second Call Manager or Gateway attempts to connect to the TSP, a message will be logged including the IP Address of the duplicate connection.
  • Page 212 Appendix A Troubleshooting Page A-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.

  • Page 213: Index

    Client Monitoring For Outbound Remote 4-19 CLOCK 5-5 clock master 6-7 clock poll 6-7 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. CMD 5-6 Collect DTMF Digits 4-10 Commands List 5-3...
  • Page 214 6-13 NMS Directory Structure 7-4 num_stations 6-13 num_trunks 6-14 Operation Integrated Recording 12-10 OPTIONS 5-14 outbound_digital_trunks 6-14 PARK 5-16 Personal Ring Back 6-20 Personnel Ring Back 4-11 PLAY 5-16 POISSON 5-16 PREP 5-18 Version 4.0 CPSEE_TSP500 User Guide...
  • Page 215 5-32 show switch 5-33 show trunks 5-33 Shut down TSP500 2-2 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. SILENCE_DB 5-35 SILENCE_TIME 5-35 Silent Coaching 4-18 SIMCAMP 5-35...
  • Page 216 VOICE_ANSM_MLENGTH 6-19 Index-4 This document is confidential and proprietary to SER Solutions and is not for external use. VOICE_LEAKAGE_TIME 6-19 VOICE_NOISE_LEVEL 6-19 VOICE_TIME1 6-19 VOICE_TIME2 6-19 VOICE_TONE_RATIO 6-19 Write Configuration to Archive 3-19 Wvoice 5-22 Version 4.0 CPSEE_TSP500 User Guide...

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