Application Notes for the SDC IntelliSPEECH with Avaya

Application Notes for the SDC IntelliSPEECH with Avaya
Avaya Solution & Interoperability Test Lab
Application Notes for the SDC IntelliSPEECH with Avaya
Communication Manager - Issue 1.0
Abstract
These Application Notes describe the configuration steps required for the SDC IntelliSPEECH
speech enabled auto-attendant to successfully interoperate with Avaya Communication
Manager. Features and functionality were validated with the analog port as well as T1
connectivity between a 2-port IntelliSPEECH system and Avaya Communication Manager.
Information in these Application Notes has been obtained through interoperability compliance
testing and additional technical discussions. Testing was conducted via the
DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab.
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1. Introduction
These Application Notes describe the configuration steps required for the SDC IntelliSPEECH to
successfully interoperate with Avaya Communication Manager.
IntelliSPEECH is a speech enabled auto-attendant, providing a comprehensive telephone directory
database accessible via the spoken word. Inbound callers may connect their call via
speech. IntelliSPEECH leverages the enterprise directory utilized by SDC IntelliDESK
IPSERVICES and IntelliDESK Console, creating additional access points for directory information
retrieval, access to additional endpoints of contact and access to information from anywhere
anytime.
The compliance testing was performed with an analog port as well as T1 connectivity between a
2-port IntelliSPEECH system and Avaya Communication Manager.
1.1. Sample Configuration
The tested configurations are shown in Figure 1 and Figure 2. An Avaya S8700 Media Server
running Avaya Communication Manager is connected to an Avaya G650 Media Gateway. Two
analog ports from a TN793 analog circuit pack in the Avaya G650 Media Gateway are connected to
two analog ports on the SDC IntelliSPEECH server. A mix of Avaya digital, analog and Avaya IP
telephones are supported by Avaya Communication Manager. A loop start Central Office trunk is
connected to the G650 Media Gateway to make analog trunk calls. A T1/PRI tie trunk to an Avaya
S8300 Media Server and Avaya G700 Media Gateway running Avaya Communication Manager
enables T1 or PRI calls to the IntelliSPEECH server connected to the Avaya S8700 Media Server
and Avaya G650 Media Gateway. The P333T-PWR stackable switch in this configuration is used to
support connectivity of S8700 Media Server with the G650 Media Gateway and the Avaya IP
telephones.
In Figure 2, a T1 connects the Avaya G650 Media Gateway and the SDC IntelliSPEECH server, and
two off-premises analog stations with T1 ports are administered on Avaya Communication Manager
to support the 2-port IntelliSPEECH server.
Note that these configurations are also applicable to other Avaya Media Servers and Media
Gateways.
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Avaya S8300B
Media Server
with G700 Media
Gateway
Avaya 8410D
Digital Phone
Analog Phone
Avaya 302D Attendant
Console
"Operator"
Analog Telephone
PSTN
Ext. 33001
"George Lazik"
T1/PRI Trunk
Analog Telephone
Avaya 8410D Digital
Telephone
Ext. 31001
"Linda Smith"
Analog Trunk
Avaya 8410D Digital
Telephone
Analog Station
Lines
Avaya S8700
Media Server
Avaya P333T-PWR
Stackable Switch
Avaya G650
Media Gateway
Ext. 31002
"Rakesh Sharma"
Monitor
IntelliSPEECH
Server
Avaya 4610 IP Avaya 4610 IP Avaya 4620 IP Avaya 4620 IP
Phone
Phone
Phone
Phone
Ext. 32001
"Sales"
Ext. 32002
"Marketing"
Ext. 32003
"Tech Support"
Ext. 32004
Figure 1: Network Configuration with Analog Station Connectivity
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Avaya S8300B
Media Server
with G700 Media
Gateway
Avaya 8410D
Digital Phone
Analog Phone
Avaya 302D Attendant
Console
"Operator"
Analog Telephone
PSTN
Ext. 33001
"George Lazik"
T1/PRI Trunk
Analog Telephone
Avaya 8410D Digital
Telephone
Ext. 31001
"Linda Smith"
Analog Trunk
Avaya 8410D Digital
Telephone
Ext. 31002
"Rakesh Sharma"
Avaya S8700
Media Server
T1
Avaya P333T-PWR
Stackable Switch
Avaya G650
Media Gateway
Monitor
IntelliSPEECH
Server
Avaya 4610 IP Avaya 4610 IP Avaya 4620 IP Avaya 4620 IP
Phone
Phone
Phone
Phone
Ext. 32001
"Sales"
Ext. 32002
"Marketing"
Ext. 32003
"Tech Support"
Ext. 32004
Figure 2: Network Configuration with T1 Connectivity
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2. Equipment and Software Validated
The following equipment and software/firmware were used for the sample configurations provided:
Equipment
Avaya S8700 Media Server
Avaya G650 Media Gateway
• TN799DP C-LAN
• TN2312AP IPSI
• TN2302AP MedPro
• TN464F DS1
• TN2224BDigital Line
• TN793 Analog Line
Avaya S8300B Media Server
Avaya G700 Media Gateway
Avaya 4610 IP Telephones
Avaya 4620 IP Telephones
Avaya 8410D Digital Telephones
Analog Telephones
Avaya P333T-PWR Power Over Ethernet Stackable
Switch
SDC IntelliSPEECH
SDC IntelliDESK Administration
Software/Firmware
Avaya Communication Manager 2.2
(R012x.02.0.111.4)
HW11 FW12
HW01 FW12
HW20 FW95
FW20
FW10
FW06
Avaya Communication Manager 2.2
(R012x.02.0.111.4)
22.10.0
2.130
2.130
4.0.17
4.2
5.4.132
3. Configure IntelliSPEECH
These Application Notes address configuration of IntelliSPEECH as it relates to interoperability with
Avaya Communication Manager. For all other configuration information, such as the speech
recognition engine and voice line termination hardware/software, please contact SDC Support (see
Section 7).
IntelliSPEECH can be connected to Avaya Communication Manager either via analog station lines
or via a T1. Configuration of the parameters for both follows the same procedures. This section
covers the procedures to configure the
• main system level preferences for the IntelliSPEECH system, and
• association of names for speech recognition and extensions for transfer.
IntelliSPEECH configuration is performed using SDC IntelliSPEECH Administration software.
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3.1. Configure Voice Channels
IntelliSPEECH systems is a Windows 2000 Server based system and utilizes a T1 or analog card in a
Windows 2000 Server to support voice channels that connect to Avaya Communication Manager.
The number of channels and their attributes are configured in the T1 and analog card related
initialization script files. In addition, the number of ports for speech recognition are configured and
licensed in the IntelliSPEECH speech recognition software. SDC pre-configures the number of
channels for the T1 or analog card and the speech recognition software. For the compliance-tested
configuration, the number of voice channels was pre-configured to two channels. The description of
the procedures to configure the T1 card and channels, the analog card and ports, and the related
configuration in the speech recognition software are beyond the scope of this document.
3.2. Configure System Level Preferences
Step
Description
1. On a monitor connected to the IntelliSPEECH server, click on Start > Programs >
IntelliDESK Group > IntelliDESK Administration. The following screen appears.
Enter the Operator User Name and Password. Click OK (or press ENTER).
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Step
Description
2. The IntelliDESK Administration screen appears as follows:
Click on Setup > Speech Recognition > Telephone Control.
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Step
Description
3. The ASR Tele Control screen appears. Set the following parameters (the other
parameters are optional).
•
•
•
•
PBXBrand: Select ATT from the pull-down text box.
PBXModel: Select G3 from the pull-down text box.
FLASH HOOK: Enter “&,”. This enables the IntelliSPEECH voice channels to
flash hook and dial the digits towards Avaya Communication Manager to transfer
a call.
OPERATOR: Enter 0. This enables the calls to be redirected to an Avaya
Communication Manager attendant when the speech cannot be recognized by
IntelliSPEECH.
Click on the Save
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3.3. Enable Names for Speech Recognition and Extensions for transfer
Step
Description
1. On the IntelliDESK Administration screen, shown in Section 3.2 Step 2, click on File
> Open > Directory.
2.
The Directory screen appears, as follows.
Select a Directory entry by highlighting the associated row. In the example, the entry
for the name Rakesh Sharma is selected, showing the details such as Extension set to
31002.
Click on the ASR2 tab in the middle of the screen.
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Step
Description
3. The following screen appears. Select the parameters to associate this directory entry
with the IntelliSPEECH capabilities as follows:
• Transfer: Allows callers to be transferred to numbers in the Phone Tab via
IntelliSPEECH.
• Enable: Must be checked to enable this entry to be recognized in
IntelliSPEECH.
• ASR Flag: Must be checked to enable this entry to be recognized in
IntelliSPEECH.
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4. Configure Avaya Communication Manager
The IntelliSpeech voice channels can be connected to the Avaya G650 Media Gateway voice
channels either using the analog station lines or using the T1 channels. The IntelliSPEECH T1
channels connectivity utilizes DS1 off-premises stations in Avaya Communication Manager. This
section covers the procedure to configure the analog stations for analog connectivity and the DS1
off-premises stations for the T1 connectivity, and the system level feature(s) via the System Access
Terminal (SAT) for Avaya Communication Manager.
4.1. Analog Stations for IntelliSPEECH with Analog Ports
4.1.1. Analog Circuit Pack
Install an analog circuit pack in the Avaya G650 Media Gateway. Using the SAT, verify that the
digital analog pack is administered by issuing the “display circuit-packs” command. In the following
example, a TN793 Analog Line circuit pack is administered for the analog telephones.
display circuit-packs
Page
1 of
CIRCUIT PACKS
Cabinet: 1
Cabinet Layout: rack-mount-stack
Slot Code
01:
02:
03:
04:
05:
06:
07:
08:
09:
10:
Sf Mode
TN744
TN2312
TN799
TN2302
TN2224
TN793
TN747
TN464
TN2224
TN464
D
D
B
B
F
B
F
Carrier: A
Carrier Type: rmc-port
Name
CALL CLASSIFIER
IP SERVER INTFC
CONTROL-LAN
IP MEDIA PROCESSOR
DIGITAL LINE
ANALOG LINE
CO TRUNK
DS1 INTERFACE
DIGITAL LINE
DS1 INTERFACE
'#' indicates circuit pack conflict.
4.1.2. Configure Analog Station
Using the SAT, add two analog stations by using the add station x command, where x is the
extension to be assigned to each station.
• Type: Enter the type of the station to 2500.
• Port: Enter the port on the circuit pack that the analog station is connected to, such as
1A0601, where the station is connected to port 1 of the circuit pack in slot 1A06.
• Name: Enter any name, such as IntelliSPEECH.
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1
display station 33004
Page
1 of
3
STATION
Extension:
Type:
Port:
Name:
33004
2500
01A0610
IntelliSPEECH
Lock Messages? n
Security Code:
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
STATION OPTIONS
Loss Group: 1
Off Premises Station? N
BCC:
TN:
COR:
COS:
Tests?
0
1
1
1
y
Message Waiting Indicator: none
Page forward to Page 2 and enable Switchhook Flash? by setting it to y. IntelliSPEECH analog
ports use switchhook flash to transfer the calls.
display station 33004
Page
2 of
3
STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Switchhook Flash?
Ignore Rotary Digits?
H.320 Conversion?
Service Link Mode:
Multimedia Mode:
MWI Served User Type:
spe
y
n
n
y
n
n
y
n
n
as-needed
basic
Coverage Msg Retrieval?
Auto Answer:
Data Restriction?
Call Waiting Indication?
Att. Call Waiting Indication?
Distinctive Audible Alert?
Adjunct Supervision?
y
none
n
y
y
y
y
Per Station CPN - Send Calling Number?
Audible Message Waiting? n
AUDIX Name:
Coverage After Forwarding? s
Emergency Location Ext: 33004
Direct IP-IP Audio Connections? y
IP Audio Hairpinning? y
4.2. Off-Premises Stations for IntelliSPEECH with T1 Ports
4.2.1. Configure DS1 Circuit Pack
Using the SAT, add DS1 circuit pack by using the add ds1 x command, where x is the location of
DS1 circuit pack in Avaya G650 Media Gateway.
• Location: Enter location of DS1 circuit pack, such as 01A10.
• Name: Enter any name, such as IntelliSPEECH.
• Bit Rate: Enter 1.544 to administer the circuit pack as T1.
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•
•
•
Line Coding: Enter ami-basic.
Framing Mode: Enter d4.
Signaling Mode: Enter robbed-bit signaling.
add ds1 a10
Page
1 of
1
DS1 CIRCUIT PACK
Location:
Bit Rate:
Line Compensation:
Signaling Mode:
01A10
1.544
1
robbed-bit
Name: IntelliSPEECH
Line Coding: ami-basic
Framing Mode: d4
Interface Companding: mulaw
Idle Code: 11111111
Slip Detection? n
Near-end CSU Type: other
4.2.2. Configure Off-Premises Station
Follow the instructions in Section 4.1.2 to configure the analog stations. In addition, set each station
for off-premises by entering y for Off Premises Station? on Page 1.
change station 33006
Page
1 of
3
STATION
Extension:
Type:
Port:
Name:
33006
2500
01A1001
IntelliSPEECH
STATION OPTIONS
Loss Group: 4
Off Premises Station? y
R Balance Network? n
Lock Messages? n
Security Code:
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
Tests?
0
1
1
1
y
Message Waiting Indicator: none
4.3. Forward Disconnect Tone
During a speech dialog with IntelliSPEECH over an analog port, when the caller disconnects,
IntelliSPEECH does not hang up the analog port for about 10 seconds. In order to reduce the hang
up time, on Page 10 of system-parameters features, set the Station Tone Forward Disconnect to
busy, as shown in the following screen snapshot. During the testing it was observed that using this
setting the hang up time was reduced to 2-3 seconds.
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change system-parameters features
FEATURE-RELATED SYSTEM PARAMETERS
Pull Transfer:
Outpulse Without Tone?
Misoperation Alerting?
Allow Conference via Flash?
Vector Disconnect Timer (min):
n
y
n
y
Page
10 of
14
Update Transferred Ring Pattern? n
Wait Answer Supervision Timer? n
Repetitive Call Waiting Tone? n
Network Feedback During Tone Detection? y
System Updates Time On Station Displays? n
Intercept Treatment On Failed Trunk Transfers? n
Station Tone Forward Disconnect: busy
Level Of Tone Detection: precise
Charge Display Update Frequency (seconds): 30
Date Format on 607/2400/4600/6400 Terminals: mm/dd/yy
Onhook Dialing on 607/2400/4600/6400/8400 Terminals? n
ITALIAN DCS PROTOCOL
Italian Protocol Enabled? n
For IntelliSPEECH with T1 ports, keep the default silence value for the field Station Tone Forward
Disconnect.
5. Interoperability Compliance Testing
The interoperability compliance testing focused on the call transfer capability of the 2-port SDC
IntelliSPEECH, based on the spoken names, to the telephones on Avaya Communication Manager.
The compliance testing was performed with the analog ports as well as T1 channels on
IntelliSPEECH.
5.1. General Test Approach
The general approach was to make calls to IntelliSPEECH connected to Avaya Communication
Manager, speak the user’s name when prompted by the IntelliSPEECH welcome greeting, and verify
that the call is transferred to the correct user. A variety of spoken names were utilized, associated
with the telephones in Avaya Communication Manager, as shown in the Figure 1. The main
objectives were to verify that:
•
•
•
Using the spoken names, the internal calls from a mix of Avaya digital telephones, Avaya IP
telephones and analog telephones were transferred to the telephones associated with the
spoken names.
Using the spoken names, the external calls from loop start CO trunk, T1 trunk and ISDN PRI
trunk were transferred to the Avaya Communication Manager telephones associated with the
spoken names.
For internal and external calls, barging in with the spoken names interrupted the
IntelliSPEECH welcome greeting and the call was transferred to telephone associated with
the spoken names.
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•
•
•
For internal and external calls, if the caller hung up before IntelliSPEECH transferred the
call, verified that the associated analog port or the off-premises T1 port in Avaya
Communication Manager was released and available for the next call.
Calls were redirected to an Avaya Communication Manager attendant when the speech
cannot be recognized by IntelliSPEECH.
When the power was restored on IntelliSPEECH after a power failure, IntelliSPEECH was
able transfer the call using spoken names.
5.2. Test Results
All test cases completed successfully. With the appropriate configuration and enabling of the
IntelliDESK directory entries for IntelliSPEECH speech recognition and transfer, the speech-enabled
auto attendant transferred the calls successfully.
6. Verification Steps
The following steps may be used to verify the configuration and connectivity:
•
•
•
•
Make a call to IntelliSPEECH from an internal station. During the welcome greeting
playback or after the completion of the welcome greeting playback, speak the name of a user,
for example ”Linda Smith”. Verify that the call is transferred to a telephone extension
associated with Linda Smith, for example extension 31001 as shown in Figure 1.
Repeat the above-mentioned test for an external T1 or analog CO trunk call.
Verify the objectives described in Section 5.1 using Figure 1 as an example for associating
extensions and the spoken names.
Verify that the ports associated with the analog or off-premises stations are released after a
call is transferred, or when the caller hangs up before the call is transferred. Use the SAT
command status station x, where x is the extension of the station. The following is an
example of the results of the ‘status station’ command, showing that the Service State is insrv/on-hook or disc, implying that this station and the associated port have been released
and available for the next call.
status station 33004
Administered Type:
Connected Type:
Extension:
Port:
Call Parked?
Ring Cut Off Act?
Active Coverage Option:
Page
GENERAL STATUS
2500
Service State:
N/A
Parameter Download:
33004
SAC Activated?
01A0610
User Cntrl Restr:
no
Group Cntrl Restr:
no
CF Destination Ext:
1
EC500 Status: N/A
Message Waiting:
Connected Ports:
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3
in-srv/on-hook or disc
not-applicable
no
none
none
Off-PBX Service State: N/A
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7. Support
SDC Technical Support can be reached by calling 603-624-6907 or via email at [email protected]
8. Conclusion
These Application Notes illustrate the procedure for configuring the SDC IntelliSPEECH connected
to an Avaya Media Gateway and an Avaya Media Server running Avaya Communication Manager
via analog ports or T1 channels. With the appropriate configuration, the IntelliSPEECH speechenabled auto attendant transferred the calls successfully.
9. Additional References
The following documents are relevant to these Application Notes:
1) Administrator’s Guide for Avaya Communication Manager, Jan 2005, Document Number
555-233-506.
2) SDC IntelliSPEECH Administration, version 4.
3) SDC IntelliDESK Enterprise Edition Administration, version 5.4.132.
4) IntelliSPEECH 4 Signature Pages, Revised 1/27/05.
5) IntelliSPEECH Site Preparation Guide, Revised 2/3/05.
Additional product documentation for Avaya products may be found at http://support.avaya.com.
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©2005 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DeveloperConnection Program at [email protected]
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