Avaya Notification Solution Operation Guide

Avaya Notification Solution
Operations guide
Release 2.0
July 2012
AVAYA GLOBAL SOFTWARE LICENSE TERMS
REVISED: 2012
THIS END USER LICENSE AGREEMENT ("SOFTWARE LICENSE TERMS")
GOVERNS THE USE OF AVAYA'S PROPRIETARY SOFTWARE AND
THIRD-PARTY PROPRIETARY SOFTWARE. READ THESE SOFTWARE
LICENSE TERMS CAREFULLY, IN THEIR ENTIRETY, BEFORE INSTALLING,
DOWNLOADING OR USING THE AVAYA SOFTWARE (AS DEFINED
BELOW). BY INSTALLING, DOWNLOADING OR USING THE AVAYA
SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF
OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED
TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE
TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT
BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE
("AVAYA"). IF YOU ARE ACCEPTING THESE TERMS ON BEHALF OF A
COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU
HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE SOFTWARE
LICENSE TERMS. ANY USE OF THE SOFTWARE WILL CONSTITUTE
YOUR ASSENT TO THESE SOFTWARE LICENSE TERMS (OR
RATIFICATION OF PREVIOUS CONSENT). IF YOU DO NOT HAVE SUCH
AUTHORITY OR DO NOT WISH TO BE BOUND BY THESE SOFTWARE
LICENSE TERMS, YOU MUST RETURN OR DELETE THE SOFTWARE
WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OF THE FEE, IF
ANY, YOU PAID FOR THE LICENSE OR IF SOFTWARE IS ACCESSED
ELECTRONICALLY, SELECT THE "DECLINE" BUTTON AT THE END OF
THESE SOFTWARE LICENSE TERMS.
A. Scope. These Software License Terms are applicable to anyone who
downloads and/or installs Avaya Software and Documentation, purchased from
Avaya Inc., any Avaya Affiliate, or an authorized Avaya reseller (as applicable)
under a commercial agreement with Avaya or an authorized Avaya reseller
("Agreement"). Unless otherwise agreed to by Avaya in writing, Avaya does not
extend this license if the Software was obtained from anyone other than Avaya,
an Avaya Affiliate or an Avaya authorized reseller, and Avaya reserves the right
to take legal action against you and anyone else using or selling the Software
without a license. To the extent there is a conflict between these Software
License Terms and another Agreement, the order of precedence shall be (i)
your Agreement with Avaya if you purchased from Avaya Inc. or an Avaya
Affiliate, or (ii) these Software License Terms if you purchased from an
authorized Avaya reseller, except with respect to third party elements subject to
a Shrinkwrap License or other Third Party Terms, in which case the Shrinkwrap
License or other Third Party Terms will prevail. "Affiliate" means any entity that
is directly or indirectly controlling, controlled by, or under common control with
Avaya Inc. or End User. For purposes of this definition, "control" means the
power to direct the management and policies of such party, directly or
indirectly, whether through ownership of voting securities, by contract or
otherwise; and the terms "controlling" and "controlled" have meanings
correlative to the foregoing.
B. License Grant. Avaya grants you a personal, non-sublicensable,
non-exclusive, non-transferable license to use Software and Documentation
obtained from Avaya or an Avaya authorized reseller and for which applicable
fees have been paid for your internal business purposes at the indicated
capacity and features and within the scope of the applicable license types
described below and at locations where the Software is initially installed.
"Documentation" means information published by Avaya in varying mediums
which may include product information, operating instructions and performance
specifications that Avaya generally makes available to users of its products.
Documentation does not include marketing materials. Software installed on
mobile-devices, such as a laptop or mobile phone, may be used outside of the
country where the software was originally installed, provided that such use is
on a temporary basis only.
(i) Right to Move License Entitlements. Notwithstanding the foregoing, You
may move right to use license entitlements (RTU's) from one location to
another in accordance with Avaya's then-current software license move policy
for that Software ("License Portability Policy") which is available upon request
subject to the following conditions:
(a) You shall provide written notice within ten (10) days to Avaya of any
RTU moves including but not limited to, the number and type of licenses
moved, the location of the original Server and the location of the new Server,
the date of such RTU moves and any other information that Avaya may
reasonably request;
(b) You may only move RTU's to and from Designated Processors or
Servers supporting the same Software application;
(c) You must reduce the quantity of the licenses on the original Server by
the number of RTU's being moved to the new Server.
(d) You acknowledge that (1) you may be charged additional fees when
moving RTU's as per Avaya's then-current License Portability Policy, (2)
maintenance services do not cover system errors caused by moves not
performed by Avaya, (3) you are responsible for any programming,
administration, design assurance, translation or other activity to make sure the
Software will scale and perform as specified as a result of any license moves,
and if any such transfer results in a requirement for Avaya system engineering
or requires the use of on-site Avaya personnel, you will be charged the Time &
Materials fees for such activity;
(e) If your maintenance coverage differs on licenses on the same product
instance at the location of the new Server, Service updates, recasts and/or fees
may apply and any fee adjustments for differences in coverage will only be
made on a going forward basis as of the date Avaya receives notice of the RTU
move; and
(f) You may move RTU's from one Affiliate to another Affiliate provided
that you comply with all of the conditions of this section, including, without
limitation, providing the name and address of the new Affiliate in your written
notice under subpart (a) above, and such new Affiliate shall be bound by these
Software License Terms.
(ii) Non-Production License Grant. With respect to Software distributed by
Avaya to you for non-production purposes, Avaya grants to you, subject to the
terms and conditions contained herein, a personal, nonexclusive,
nontransferable and non-sublicensable right to use the Software in a
nonproduction environment solely for testing, development or other
non-commercial purposes on a single computer ("Non-Production License").
C. All Rights Reserved. Except for the limited license rights expressly granted
in these Software License Terms, Avaya reserves all rights in and to the
Software and Documentation and any modifications or copies thereto.
D. General License Restrictions. To the extent permissible under applicable
law, you agree not to: (i) decompile, disassemble, or reverse engineer the
Software; (ii) alter, modify or create any derivative works based on the Software
or Documentation; (iii) use, copy, sell, sublicense, lease, rent, loan, assign,
convey or otherwise transfer the Software or Documentation except as
expressly authorized by the Agreement with a Avaya; (iv) distribute, disclose or
allow use of the Software or Documentation, in any format, through any
timesharing service, service bureau, network or by any other means; (v) allow
any service provider or other third party, with the exception of Avaya's
authorized resellers and their designated employees ("Authorized Providers")
who are acting solely on behalf of and for the benefit of End User, to use or
execute any software commands that cause the Software to perform functions
that facilitate the maintenance or repair of any product except that a service
provider or other third party may execute those software commands that, as
designed by Avaya, would operate if a user is logged into a product using a
customer level login and Maintenance Software Permissions ("MSPs") were
not enabled or activated; (vi) gain access to or the use of any Software or part
thereof without authorization from Avaya; (vii) enable or activate, or cause,
permit or allow others to enable or activate any logins reserved for use by
Avaya or Authorized Providers; or (viii) permit or encourage any third party to
do so. You shall provide Authorized Providers the terms and provisions of this
Agreement and shall obligate Authorized Providers to comply with such terms
and provisions. End User shall be responsible for any third party's failure to
comply and shall indemnify Avaya for any damages, loss, expenses or costs,
including attorneys' fees and costs of suit, incurred by Avaya as a result of
non-compliance with this section. Notwithstanding the foregoing, if the
Software is rightfully located in a member state of the European Union and End
User needs information about the Software in order to achieve interoperability
of an independently created software program with the Software, End User will
first request such information from Avaya. Avaya may charge End User a
reasonable fee for the provision of such information. If Avaya refuses to make
such information available, then End User may take steps, such as reverse
assembly or reverse compilation, to the extent necessary solely in order to
achieve interoperability of the Software with an independently created software
program. To the extent that the End User is expressly permitted by applicable
mandatory law to undertake any of the activities listed in this section End User
will not exercise those rights until End User has given Avaya twenty (20) days
written notice of its intent to exercise any such rights.
E. Backup Copies. End User may create a reasonable number of archival and
backup copies of the Software and the Documentation, provided all proprietary
rights notices, names and logos of Avaya and its suppliers are duplicated on
each copy.
F. Warranty. Avaya provides a limited warranty on its Software. Avaya's
standard warranty language as well as information regarding support while
under
warranty,
is
available
through
the
following
website:
http://support.avaya.com. Please note that if you are acquiring the Software
from an authorized Avaya reseller outside of the United States and Canada, the
warranty is provided to you by said Avaya reseller and not by Avaya. EXCEPT
AS REFERENCED HEREIN, THE SOFTWARE IS PROVIDED "AS IS" AND
NEITHER AVAYA NOR ITS SUPPLIERS MAKES ANY EXPRESS
REPRESENTATIONS OR WARRANTIES WITH REGARD TO ANY
PRODUCTS OR SERVICES OR OTHERWISE RELATED TO THE
AGREEMENT OR SOFTWARE LICENSE TERMS. AVAYA DOES NOT
WARRANT UNINTERRUPTED OR ERROR FREE OPERATION OF
PRODUCTS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE
LAW, AVAYA DISCLAIMS ALL WARRANTIES IMPLIED OR STATUTORY,
INCLUDING BUT NOT LIMITED TO ANY WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NON-INFRINGEMENT.
G. Compliance. Avaya will have the right to inspect End User's compliance
with these Software License Terms.
H. Termination of License. If you breach the license limitations or restrictions
in these Software License Terms and if within ten (10) business days of your
receipt of a reasonably detailed written request to cure, you have not cured all
breaches of license limitations or restrictions, Avaya may, with immediate
effect, terminate the Software licenses granted in these Software License
Terms without prejudice to any available rights and remedies. Upon termination
or expiration of the license for any reason, you shall immediately return the
Software and any copies to Avaya, or, at Avaya's discretion and written notice
to you, you shall permanently destroy all copies of the Software and any
related materials in your possession or control. Inadvertent copies of the
Software and any related materials remaining in the possession of the End
User subsequent to termination or expiration shall not be implied or construed
as Avaya consenting to transfer ownership of the Software and any related
materials to the End User. The provisions concerning confidentiality, indemnity,
license restrictions, export control, and all limitations of liability and disclaimers
and restrictions of warranty (as well as any other terms which, by their nature,
are intended to survive termination) will survive any termination or expiration of
the Software License Terms.
I. License Types. Avaya grants you a license within the scope of the license
types described below. Where the order documentation does not expressly
identify a license type, the applicable license will be a Designated System
License. The applicable number of licenses and units of capacity for which the
license is granted will be one (1), unless a different number of licenses or units
of capacity is specified in the documentation or other materials available to you.
"Designated Processor" means a single stand-alone computing device.
"Server" means a Designated Processor that hosts a software application to be
accessed by multiple users. "Software" means the computer programs in
object code, originally provided by Avaya and ultimately utilized by you,
whether as stand-alone products or pre-installed on hardware products,
originally sold by Avaya and ultimately utilized by you.
Designated System(s) License (DS). End User may install and use each
copy of the Software only on a number of Designated Processors up to the
number indicated in the order. Avaya may require the Designated Processor(s)
to be identified in the order by type, serial number, feature key, location or other
specific designation, or to be provided by End User to Avaya through electronic
means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the Software on
multiple Designated Processors or one or more Servers, so long as only the
licensed number of Units are accessing and using the Software at any given
time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an
e-mail or voice mail account in the name of a person or corporate function
(e.g., webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Software that permits one user to interface with the
Software. Units may be linked to a specific, identified Server.
Database License (DL). End User may install and use each copy of the
Software on one Server or on multiple Servers provided that each of the
Servers on which the Software is installed communicates with no more than a
single instance of the same database.
CPU License (CP). End User may install and use each copy of the Software
on a number of Servers up to the number indicated in the order provided that
the performance capacity of the Server(s) does not exceed the performance
capacity specified for the Software. End User may not re-install or operate the
Software on Server(s) with a larger performance capacity without Avaya's prior
consent and payment of an upgrade fee.
Named User License (NU). You may: (i) install and use the Software on a
single Designated Processor or Server per authorized Named User (defined
below); or (ii) install and use the Software on a Server so long as only
authorized Named Users access and use the Software. "Named User," means
a user or device that has been expressly authorized by Avaya to access and
use the Software. At Avaya's sole discretion, a "Named User" may be, without
limitation, designated by name, corporate function (e.g., webmaster or
helpdesk), an e-mail or voice mail account in the name of a person or corporate
function, or a directory entry in the administrative database utilized by the
Software that permits one user to interface with the Software.
Shrinkwrap License (SR). You may install and use the Software in
accordance with the terms and conditions of the applicable license
agreements, such as "shrinkwrap" or "clickthrough" license accompanying or
applicable to the Software ("Shrinkwrap License").
J. Third-party Components. Certain software programs or portions thereof
included in the Software may contain software (including open source
software) distributed under third party agreements ("Third Party Components"),
which may contain terms that expand or limit rights to use certain portions of
the Software ("Third Party Terms"). Information identifying the copyright
holders of the Third Party Components and the Third Party Terms that apply is
available
in
the
Documentation
or
on
Avaya's
website
at:
http://support.avaya.com/Copyright.
K. Limitation of Liability. EXCEPT FOR PERSONAL INJURY CLAIMS,
WILLFUL MISCONDUCT AND END USER'S VIOLATION OF AVAYA'S OR ITS
SUPPLIERS INTELLECTUAL PROPERTY RIGHTS, INCLUDING THROUGH
A BREACH OF THE SOFTWARE LICENSE TERMS AND TO THE EXTENT
PERMITTED UNDER APPLICABLE LAW, NEITHER AVAYA OR ITS
SUPPLIERS NOR END USER SHALL BE LIABLE FOR (i) ANY INCIDENTAL,
SPECIAL, STATUTORY, INDIRECT OR CONSEQUENTIAL DAMAGES, OR
(ii) FOR ANY LOSS OF PROFITS, REVENUE, OR DATA, TOLL FRAUD, OR
COST OF COVER AND (iii) DIRECT DAMAGES ARISING UNDER THESE
SOFTWARE LICENSE TERMS IN EXCESS OF THE PURCHASE PRICE
AND FEES PAID FOR THE PRODUCTS OR SERVICES GIVING RISE TO
THE CLAIM.
L. Protection of Confidential Software and Documentation. End User
acknowledges that the Software and Documentation are regarded as
confidential information by Avaya and its suppliers, ("Confidential Information")
and End User agrees at all times to protect and preserve in strict confidence
the Software and Documentation.
M. Protection of Personal Data. The use of the Software may require the
processing of personal data pertaining to you or to your personnel. Personal
data required to use the Software will need to be submitted to Avaya. Failing
the submission of such data, the use of the Software will not be possible. You
or your personnel have a right to access and correct erroneous personal data
pertaining to you or your personnel and to object for legitimate reasons to the
processing and transfer of these data. You can exercise this right by contacting
in writing the Data Privacy Officer of the applicable Avaya Affiliate.
N. High Risk Activities. The Software is not fault-tolerant and is not designed,
manufactured or intended for any use in any environment that requires fail-safe
performance in which the failure of the Software could lead to death, personal
injury or significant property damage ("High Risk Activities"). Such
environments include, among others, control systems in a nuclear, chemical,
biological or other hazardous facility, aircraft navigation and communications,
air traffic control, and life support systems in a healthcare facility. End User
assumes the risks for its use of the Software in any such High Risk Activities.
O. Export Control. End User is advised that the Software is of U.S. origin and
subject to the U.S. Export Administration Regulations (EAR). The Software
also may be subject to applicable local laws and regulations. Diversion
contrary to U.S. and applicable local country law and regulation is prohibited.
You agree not to directly or indirectly export, re-export, import, download, or
transmit the Software to any country, end user or for any use that is prohibited
by applicable U.S. and local country regulation or statute (including but not
limited to those countries embargoed by the U.S. government). You represent
that neither the U.S. Bureau of Industry and Security (BIS) nor any other
governmental agency has issued sanctions against End User or otherwise
suspended, revoked or denied End User's export privileges. You agree not to
use or transfer the Software for any use relating to nuclear, chemical or
biological weapons, or missile technology, unless authorized by the U.S. and
applicable local government by regulation or specific written license.
Additionally, you are advised that the Software may contain encryption
algorithm or source code that may be limited for export to government or
military end users without a license issued by the U.S. BIS and any other
country's governmental agencies, where applicable. Lastly, you agree not to
directly or indirectly export, reexport, import, or transmit the Software contrary
to the laws or regulations of any other governmental entity that has jurisdiction
over such export, import, transmission, or use.
P. U.S Government End Users. The Software is classified as "commercial
computer software" and the Documentation is classified as "commercial
computer software documentation" or "commercial items," pursuant to FAR
12.212 or DFAR 227.7202, as applicable. Any use, modification, reproduction,
release, performance, display or disclosure of the Software or Documentation
by the Government of the United States shall be governed solely by the terms
of these Software License Terms and shall be prohibited except to the extent
expressly permitted by the terms of these Software License Terms.
Q. Acknowledgement. End User acknowledges that certain Software may
contain programming that: (i) restricts, limits and/or disables access to certain
features, functionality or capacity of such Software subject to the End User
making payment for licenses to such features, functionality or capacity; or (ii)
periodically deletes or archives data generated by use of the Software and
stored on the applicable storage device if not backed up on an alternative
storage medium after a certain period of time.
R. Miscellaneous. These Software License Terms will be governed by New
York State laws, excluding conflict of law principles and the United Nations
Convention on Contracts for the International Sale of Goods. If a dispute
cannot be settled by good faith negotiation between the parties within a
reasonable period of time, and to the extent authorized by applicable law, it
must be finally settled upon request of either party by arbitration to be held in
accordance with the Rules of Arbitration of the International Chamber of
Commerce by a single arbitrator appointed by the parties or (failing agreement)
by an arbitrator appointed by the President of the International Chamber of
Commerce (from time to time). The arbitration will be conducted in the English
language, at a location agreed by the parties or (failing agreement) ordered by
the arbitrator. The arbitrator will have authority only to award compensatory
damages and will not award punitive or exemplary damages. The arbitrator will
not have the authority to limit, expand or otherwise modify the Software
License Terms. The ruling by the arbitrator will be final and binding on the
parties and may be entered in any court having jurisdiction. Avaya and you will
each bear its own attorneys' fees associated with the arbitration.
Notwithstanding the foregoing, Avaya shall be entitled to take immediate legal
action where required to protect its confidential or proprietary information, or to
obtain any interim injunction. If any provision of these Software License Terms
is determined to be unenforceable or invalid, these Software License Terms will
not be rendered unenforceable or invalid as a whole, and the provision will be
changed and interpreted so as to best accomplish the objectives of the original
provision within the limits of applicable law. The failure to assert any rights
under the Software License Terms, including, but not limited to, the right to
terminate in the event of breach or default, will not be deemed to constitute a
waiver of the right to enforce each and every provision of the Software License
Terms in accordance with their terms. If you move any Software, and as a
result of such move, a jurisdiction imposes a duty, tax, levy or fee (including
withholding taxes, fees, customs or other duties for the import and export of
any such Software), then you are solely liable for, and agree to pay, any such
duty, taxes, levy or other fees.
S. Agreement in English. The parties confirm that it is their wish that these
Software License Terms, as well as all other documents relating hereto,
including all notices, have been and shall be drawn up in the English language
only. Les parties aux présentes confirment leur volonté que cette convention,
de même que tous les documents, y compris tout avis, qui s'y rattachent, soient
rédigés en langue anglaise. Las partes ratifican que es su voluntad que este
Contrato, así como cualquier otro documento relacionado con el mismo,
incluyendo todo tipo de notificaciones, han sido redactados y deberán
continuar siendo redactados únicamente en el idioma inglés.
Table of contents
Table of contents
Chapter 1: Introduction to ANS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Other documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Chapter 2: Role based authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Role based authentication overview . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
User role overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
LDAP user role overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Operator role overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
Manager role overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
Administrator role overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
Chapter 3: Gaining access to the ANS Management Portal . . . . . . . . . . . . . . . . .
15
Logging in to the ANS Management Portal . . . . . . . . . . . . . . . . . . . . . . . .
15
Logging out of the ANS Management Portal. . . . . . . . . . . . . . . . . . . . . . . .
15
Using the ANS Management Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Chapter 4: User and group management . . . . . . . . . . . . . . . . . . . . . . . . . . .
19
User Management . . . . . . . . .
Adding a user . . . . . . . . .
Modifying user details . . . . .
Modifying your profile details.
Deleting a user . . . . . . . . .
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19
19
22
22
22
Group Management . . . . . . .
Adding a group . . . . . . .
Editing group details . . . .
Viewing the users in a group
Deleting a group . . . . . . .
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23
23
25
25
26
Escalation Management . . . . . . . . . . . . . . .
Adding an escalation . . . . . . . . . . . . . .
Editing escalation details . . . . . . . . . . . .
Viewing the users and groups in an escalation
Deleting an escalation . . . . . . . . . . . . . .
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26
26
28
28
28
Chapter 5: Managing and triggering notifications. . . . . . . . . . . . . . . . . . . . . . .
31
Notification overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
31
ANS Operations guide
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July 2012
5
Adding a notification . . . . . . . . . . . . . . . . . . . . . .
Adding a message in a notification scenario . . . . . . .
Supported Wave file formats 33
Adding a message in the IP Phone channel . . . . . .
Adding a question in the IP Phone channel 34
Adding a message in the voice channel . . . . . . . .
Adding a question in the Voice channel 37
Adding a message in the e-mail channel. . . . . . . .
Adding a message in the IM_Sametime channel . . .
Adding a question in the IM_Sametime channel 39
Adding a message in the IM_XMPP channel . . . . . .
Adding a question in the IM_XMPP channel 40
Adding a message in the SMS channel . . . . . . . .
Adding a question in the SMS channel 41
Adding a recipient in a notification scenario . . . . . . .
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Modifying notification details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Deleting a notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Managing a notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Viewing notification details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Inbound call trigger . . . . . . . . . . . . . . . . . . . . . .
Adding an inbound call trigger . . . . . . . . . . . . . .
Scenarios in an inbound call trigger . . . . . . . . .
Selecting the single scenario option 53
Selecting the multiple scenario option 53
Inbox store in an inbound call trigger . . . . . . . .
Selecting the single inbox store option 54
Selecting the multiple inbox store option 55
Inbox retrieve in an inbound call trigger . . . . . . .
Selecting the single inbox retrieve option: 56
Selecting the multiple inbox retrieve option: 56
Editing inbound call trigger details. . . . . . . . . . . .
Deleting an inbound call trigger . . . . . . . . . . . . .
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E-mail trigger configuration. . . . .
Adding an e-mail trigger. . . . .
Editing the e-mail trigger details
Deleting an e-mail trigger . . . .
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Triggering notifications . . . . . . . . . . . . . . . . . . .
Triggering notification from ANS Management Portal
Triggering notification from the inbound call trigger .
Triggering notification from the e-mail trigger. . . . .
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Managing notification history. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Chapter 6: Managing message inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
63
Message inbox overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Adding a message inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Modifying the message inbox number details . . . . . . . . . . . . . . . . . . . . . . .
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Deleting a message inbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Chapter 7: Managing external conference bridge . . . . . . . . . . . . . . . . . . . . . . .
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External conference bridge overview . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Adding an external conference bridge . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Modifying the external conference bridge details . . . . . . . . . . . . . . . . . . . . .
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Deleting an external conference bridge . . . . . . . . . . . . . . . . . . . . . . . . . .
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Configuring a scenario to notify a external conference bridge. . . . . . . . . . . . . .
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Configuring a scenario to notify an inbound conference . . . . . . . . . . . . . . . . .
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Checking the conference status of external conference bridge . . . . . . . . . . . . .
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Appendix A: Configuring TTY notification support . . . . . . . . . . . . . . . . . . . . . .
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Appendix B: Some useful Loquendo Text To Speech Controls . . . . . . . . . . . . . . .
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Overview
Chapter 1: Introduction to ANS
Overview
Avaya Notification Solution (ANS) is a centrally located message broadcast and notification
system. ANS is designed for midsize to large organizations that are typically in the public sector,
education, energy, and health care markets. Midsize and large organizations need an
emergency notification system that works with their communications infrastructure, dial plans,
and supporting systems. ANS uses SIP standards architecture and Web services API to
integrate and utilize the Avaya next generation communications infrastructure and assets. This
integration insulates businesses from the migration to a converged voice and data IP based
backbone and at the same time provides superior capabilities, services, and integration with
exceptional partner solutions at a reduced cost across a spectrum of communications mediums.
You can also use ANS in the following scenarios:
●
In the event of an emergency, pending crisis, or business urgent scenario, you can use
ANS to instantly reach to key stakeholders and decision-makers regardless of means of
communications.
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When using private branch exchange (PBX), wireless, residential, Voice over Internet
Protocol (VoIP), Short Message Service (SMS) or e-mail, you can use ANS to deliver
instructions on what to do, how to proceed, and has the ability to solicit real-time response.
Therefore, organizations act effectively, reducing risk and saving lives.
The Operating ANS guide describes the procedure to add users, groups, and escalations after
the administrator has installed the ANS server and configured the ANS channel settings.
The Operating ANS guide describes:
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the procedure to gain access to ANS Management Portal.
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the various roles of a user.
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the procedures to add scenario and trigger these scenarios using inbound call trigger or
e-mail trigger.
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the procedure for creating reports
Intended audience
This document is intended for personnel who use the ANS Management Portal, such as:
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Chapter 1: Introduction to ANS
●
Business Managers
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ANS operators
●
ANS users
Other documentation
See the Avaya support site at http://www.avaya.com/support for ANS technical and end-user
documents.
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Role based authentication overview
Chapter 2: Role based authentication
Role based authentication overview
An ANS user can have one of the following roles:
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User
For details, see the User role overview on page 11 section.
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LDAP user
For details, see the LDAP user role overview on page 11 section.
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Operator
For details, see the Operator role overview on page 12 section.
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Manager
For details, see the Manager role overview on page 12 section.
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Administrator
For details, see the Administrator role overview on page 12 section.
Based on the role of an ANS user, the system administrator grants permission for performing
various tasks in the ANS Management Portal.
User role overview
As a user with a given password, you can log into the ANS Management Portal and only update
your personal profile.
LDAP user role overview
As an LDAP user with a given password, you can log into the ANS Management Portal and only
update your personal profile.
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Chapter 2: Role based authentication
Operator role overview
As an operator, you can perform all the tasks of a user and also the following:
- Create users and LDAP users
- Create notifications
- Trigger notifications
- View notifications created using the same login name
- Check the notification status
- Send notifications
- Manage my groups
- Manage my escalations
- Manage my scenarios
- Trigger scenarios and check session status
Manager role overview
As a manager, you can perform all the tasks of a user, operator and also the following:
- Create operators
- Manage all users within a partition
- Manage all groups within a partition
- Manage all escalations within a partition
- Manage all scenarios within a partition
- Manage all triggers within a partition
- Create reports
Administrator role overview
As an administrator, you can perform all the tasks of an user, operator, manager, and also the
following:
- Manage system configuration
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Administrator role overview
- Perform system maintenance
- Create new partitions
- Assign resources to partitions
- Create user defined fields
- Create other administrator and manager role users
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Chapter 2: Role based authentication
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Logging in to the ANS Management Portal
Chapter 3: Gaining access to the ANS
Management Portal
Logging in to the ANS Management Portal
Note:
For best results, view the ANS Management Portal on a Mozilla Firefox 3.x and
later, or on the Microsoft Internet Explorer 6.0 and later Web browser. Ensure that
the resolution of the monitor is minimum 1024x768 pixels.
Note:
To log in to the ANS Management Portal:
1. Type the URL of the ANS Management Portal on your browser.
The system displays the ANS log on window.
2. Enter the following parameters:
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Username: Your user name.
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Password: The password for your user name.
3. Click Logon.
If you log in as an operator or a manager, the system displays the My Notification
Scenarios page.
.
Logging out of the ANS Management Portal
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Note:
Click Logoff on the right top corner of the ANS Management Portal
Note:
The system logs you out of the ANS Management Portal, if you are inactive for
two hours.
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Chapter 3: Gaining access to the ANS Management Portal
Using the ANS Management Portal
Figure 1: Using the ANS Management Portal
The following are the main elements of the ANS Management Portal:
1
Navigation pane
Displays the available menu selections.
2
Content pane
Displays the main forms and tables.
3
Navigation buttons
Displays shortcuts to the Home, Partition,
Language, About, and Logoff buttons.
To change the partition in which you want to work:
1. In the navigation buttons section, click Partition.
The system displays the Select Partition dialog box.
2. In the Select Partition field, click the partition that you want to work on.
3. Click Save.
The system filters the information on the ANS Management Portal depending on the
selected partition.
Note:
Note:
The system displays the System Maintenance node independent of the selected
partition.
4. To select the default partition, click Default Partition.
To change the locale:
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Using the ANS Management Portal
1. In the navigation buttons section, click Language.
The system displays the Select Locale dialog box.
2. In the Select Locale field, click a language.
3. Click Save.
The system displays the ANS log on window with the selected locale.
Log in again to enter into the ANS Management Portal.
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Chapter 3: Gaining access to the ANS Management Portal
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User Management
Chapter 4: User and group management
User Management
Using user management section, you can add, edit, and delete users. A user is a recipient who
has one or multiple points of contact (PoC). The multiple point of contacts of a user are mobile,
email, IP phone, and so on.
Adding a user
1. In the navigation pane, click Users and Groups > Users.
The system displays the Manage User Profile page.
2. Click Add.
The system displays the Create User Profile page.
3. Enter the following parameters in the Create User Profile section:
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Note:
*User Id: The unique identification number of the user. The User ID of a user is the
user name for logging in to the ANS Management Portal.
Note:
Entering values for fields marked with an asterisk (*) is mandatory.
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Title: The title of the user, such as, Mr, Mrs, and so on.
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Time Zone: In the Time Zone field, select the required time zone from the drop down
menu that you want to assign to the user.
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*First Name: The first name of the user.
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Middle Name: The middle name of the user.
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*Last Name: The last name of the user.
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Account Number: The account number that uniquely identifies the user in an Inbound
call trigger.
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*Role: In the Role field, select the required role from the drop-down menu from the
following available options:
- User
- Operator
- LDAP
- Manager
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Chapter 4: User and group management
Note:
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Partition: In the Partition field, click the partition in which you want to add the user.
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Telephone Security PIN: The numeric telephonic security PIN that is used for
authenticating users when users receive secure messages through telephone calls.
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Web Login Password: The log-in password of ANS Management Portal.
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Password Expiration (Days): The number of days when the password of the user
expires.
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Activate: To activate the user, select the Activate check box. To inactivate the user,
clear the Activate check box.
Note:
Inactive users cannot log in to the ANS Management Portal or receive any
notifications.
4. Enter the values for the fields in the User Defined Fields section that the administrator
has created on the User Defined Fields page:
For example, the security number, building number, city, state, and country of an individual
user. The user defined fields are optional.
You can use the values entered in these fields to create dynamic user groups.
5. In the Contact Information section, enter the following parameters for the Home Phone
field:
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Contact information: The contact phone number for home phone.
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Urgent Notifications Rule Time Profile: In the Urgent Notifications Rule Time
Profile field, click from the following options when you want to send notifications to the
home phone in an urgent notification scenario:
- Anytime
- Block
- Work Hour 9:00-17:00 M-F
- Extended Hour 7:00 - 19:00 M-F
- Daytime 8:00 - 18:00 M-F
- Evening 18:00 - 22:00 M-F
- Weekdays M-F
- Weekends S-Su
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Urgent Notifications Rule Time Profile Delay(s): The delay in seconds for an urgent
notification.
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Normal Notifications Rule Time Profile: In the Urgent Notifications Rule Time
Profile field, click from the following options when you want to send notifications to the
home phone in a normal notification scenario:
- Anytime
- Block
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User Management
- Work Hour 9:00-17:00 M-F
- Extended Hour 7:00 - 19:00 M-F
- Daytime 8:00 - 18:00 M-F
- Evening 18:00 - 22:00 M-F
- Weekdays M-F
- Weekends S-Su
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Normal Notifications Rule Time Profile Delay(s): The delay in seconds for a normal
notification.
6. To enter the parameters for the Mobile Phone, Work Phone, IP Phone Extension, SMS
Address, Personal Email, Work Email, Sametime Address, XMPP Address, and WIFI
Phone fields, repeat Step 5.
The urgent notifications rule and normal notifications rule fields are important as ANS
contacts each point of contact within the defined delay for the respective priority, that is,
urgent or normal.
For example, if you set the normal notification rule of work phone to 15 seconds, then the
system sends the notification to the work phone within 15 seconds. If you set the urgent
notification rule of Work Phone to 0 second, the system sends the notification to the work
phone immediately without any delay.
The priorities are:
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Delay (Urgent): You can configure the system to deliver a notification message to
multiple PoCs of a recipient immediately in case of an emergency. For example,
both the mobile phone and the work phone ring immediately if the urgent setting is
0. If both the telephones do not respond in 45 seconds, the home telephone rings.
If the home telephone does not respond in 30 seconds, the system sends an SMS
to the mobile number. If any one of the devices responds, then the system does
not send the same message to the other devices for that individual. The time in the
above example is a configurable parameter.
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Delay (Normal): You can configure the period for delivering a notification message
to a recipient in a normal condition.
For example, the work phone rings when the system sends the notification
message. If the work phone does not respond in 10 seconds, the system sends an
e-mail.
7. Click Save.
The system displays the Success pop-up window.
8. Click Close.
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Chapter 4: User and group management
Modifying user details
1. On the Manage User Profile page, select the user that you want to modify.
2. Click Edit.
The system displays the Manage User Profile page.
3. Make the required changes.
Note:
Note:
The User ID, Role, and Partition fields are unavailable to edit.
4. Click Save.
The system displays the Success pop-up window.
5. Click Close.
Modifying your profile details
1. In the navigation pane, click Users and Groups > My Profile.
The system displays the My Profile page.
2. Make the required changes.
Note:
Note:
The User ID, Role, and Partition fields are unavailable to edit.
3. Click Save.
The system displays the Success pop-up window.
4. Click Close.
Deleting a user
Note:
Note:
You cannot delete a user with an administrative or manager role.
1. On the Manage User Profile page, select the user you want to delete.
2. Click Delete.
The system displays the Are you sure you want to delete User ’<xyz>’
message.
3. Click Yes.
The system displays the Success pop-up window.
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Group Management
4. Click Close.
Group Management
A group is a logical collection of users. Like a user, the recipient of a notification can be a group.
The group profile plays an important role in the dynamic escalation process.
Adding a group
1. In the navigation pane, click Users and Groups > Groups.
The system displays the Manage Group Profile page.
2. Click Add.
The system displays the Add a Group Profile page.
3. Enter the following parameters:
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Group Name*: The name of the group.
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Description: The description of the group.
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Partition: In the Partition field, click the partition whom you want to assign the group.
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Group Type: In the Group Type field, click Static Group, Dynamic Group, IP Phone
Group, or Super Group.
Addding a static group
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In the Group Type field, click Static Group.
The system expands the Add a Group Profile page.
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In the Static Group Profile section, select the users which you want to become a part
of the group.
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Click Add.
The system moves the selected users to the Selected Users table.
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Click Save.
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Chapter 4: User and group management
Adding a dynamic group
In a dynamic group, you can add users using the values in the User Defined Field field.
You can add operators to filter the users.
To add a dynamic group:
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In the Group Type field, click Dynamic Group.
The system expands the Add a Group Profile page.
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Enter the following parameters in the Dynamic Group Profile section:
- User Defined Field: In the User Defined Field field, click the user defined fields
that you want to add in the dynamic group.
- Operator: In the Operator field, click the appropriate operator. Such as Equals,
Contains, Starts with, Ends with, or Does not contain.
- Value: In the Value field, enter the value of the user defined field.
- To search for the specified user defined field, click All of the conditions are met
or Any of the conditions are met.
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To add the specified user defined field in a dynamic group, click Add.
The system displays the condition of the user defined field in the Group Type table.
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To remove a user defined field, select the user defined field from the Group Table, and
click Remove.
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Click Execute.
The system displays the details of the user in the User table.
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Click Save.
Adding a IP Phone group
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In the Group Type field, click IP Phone Group.
The system expands the Add a Group Profile page.
●
Note:
In the IP Phone Group Profile section:
Note:
The IP Phone Group Profile section is applicable only to the IP Phone channel:
- To create groups with a series of IP phone addresses using a range:
- Select IP Address from the drop-down list.
- Enter the From IP address and To IP address in the IP Phone Address
Range field.
- Click Save.
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Group Management
- To create groups with a series of IP phone extensions using a range:
- Select Phone Extension from the drop-down list.
- Enter the From IP Phone extension range and To IP Phone extension range in
the IP Phone Extension Range field.
- Click Save.
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Click Save.
Adding a super group
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In the Group Type field, click Super Group.
The system expands the Add a Group Profile page.
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Select the groups which you want to become a part of the super group.
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Click Add.
The system moves the selected groups to the selected group table.
●
Note:
Click Save.
Note:
You cannot add a super group to another super group.
Editing group details
1. On the Manage Group Profile page, select the group that you want to modify.
2. Click Edit.
The system displays the Edit Group Profile page.
3. Make the required changes.
Note:
Note:
You cannot edit the group type. The Group Type field is unavailable to edit.
4. Click Save.
The system displays the Success pop-up window.
5. Click Close.
Viewing the users in a group
1. On the Manage Group Profile page, select a group whose details you want to view.
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Chapter 4: User and group management
2. Click More information.
The system displays the Group details pop-up box having the list of users in that group.
Deleting a group
1. On the Manage Group Profile page, select the group you want to delete.
2. Click Remove.
The system displays the Are you sure you want to delete Group ’<xyz>’
message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
Escalation Management
Using the Escalation Profile page, you can create an escalation profile used during an
emergency. Escalation Profile provides the tree of escalating a notification message. There are
several sequences of sending a message to ensure delivery to the recipients. The delay in
recipients sequence settings decides the notification sequences. The same recipient ID can
have multiple entries and can associate with different escalation level groups.
An escalation scenario:
Consider there are three escalation levels and each level has some groups of users or
individual users. In case of an escalation, the system tries to reach the first level users or
groups. If the system fails to get a specified number of affirmative responses from the first level
in the specified time duration, then the system tries to reach the second escalation level users
or groups. On receiving the specified affirmative responses from the second level, the system
cancels reaching the further escalation level users or groups.
If the escalation condition is not satisfied, the system goes to the third level users or groups.
The system follows this procedure until the system gets a specified number of affirmative
responses from escalation level users or groups, or reaches the end of the escalation chain.
Adding an escalation
1. In the navigation pane, click Notification and Trigger > Escalations.
The system displays the Manage Escalation Profile page.
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Escalation Management
2. Click Add.
The system displays the Manage Escalation Profile page.
3. Enter the following parameters:
●
Escalation Name: The name of the escalation.
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Escalation Description: The description of the escalation.
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Partition: In the Partition field, click the partition to whom you want to assign the
escalation.
●
In the Escalation Conditions section:
- Escalation Timer: The time of the escalation in days, minutes, or seconds.
- Minimum Number of Responses: The minimum number of responses required
in a level to stop the escalation from going to next sequence level.
For two-way channels, depending on the value of the response, the system
escalates the notification message to the next sequence level.
- Minimum Number of Affirmative Responses: The minimum number of
affirmative responses required in a level to stop the escalation from going to next
sequence level.
For the two-way channels, depending on the value of affirmative responses, the
system escalates the notification message to the next sequence level.
●
To add an sequence, click Add Sequence in the Sequence (#) section.
The system displays the Add Sequence page.
- To add a user in a sequence, expand Select Users.
The system displays a list of users.
- Select a user.
- Click Add.
The system adds the user in the sequence and displays the entry under the
Selected users table.
Note:
Note:
To remove a user from a sequence, select the user and click Remove.
- To add a group in a sequence, expand Select Users.
The system displays a list of groups.
- Select a group.
- Click Add.
The system adds the group in the sequence and displays the entry under the
Selected groups table.
●
Click Save.
The system saves the sequence.
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Chapter 4: User and group management
4. Click Save.
The system saves the escalation.
Note:
Note:
On the My Escalations page, you can view only the escalations that you have
created. However, on the Manage Escalation Profile page, you can view all the
escalations that you have created in addition to all the escalations created by
other users.
Editing escalation details
1. On the Manage Escalation Profile page, select the escalation that you want to modify.
2. Click Edit.
The system displays the Manage Escalation Profile page.
3. Make the required changes.
Note:
Note:
You cannot edit the escalation number.
4. Click Save.
The system displays the Success pop-up window.
5. Click Close.
Viewing the users and groups in an escalation
1. On the Manage Escalation Profile page, select an escalation whose details you want to
view.
2. Click More information.
The system displays the Escalation details pop-up box.
3. Click View Users and Groups.
The system displays the details of the users and groups in the escalation.
Deleting an escalation
1. On the Manage Escalation Profile page, select the escalation you want to delete.
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Escalation Management
2. Click Remove.
The system displays the Are you sure you want to delete Escalation
’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
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Chapter 4: User and group management
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Notification overview
Chapter 5: Managing and triggering
notifications
Notification overview
In case of an emergency or a crisis, the system sends a message to the recipient using the ANS
Management Portal. This message is known as a notification. You can create a notification
message for a user or a group of users.
The system sends notification message to the recipients through different channels, such as
Voice, SMS, e-mail, IP Phone, IM_Sametime, and IM_XMPP. Ensure that you configure
different parameters for each channel.
Using the All Notification Scenarios page, the manager can view all the notification scenarios
in their partition. Whereas, an operator can create and view their notification scenarios in their
respective partitions only, using the My Notification Scenarios page.
Adding a notification
1. In the navigation pane, click Notification and Trigger > My Notification Scenarios.
The system displays the My Notification Scenarios page.
2. Click Add.
The system expands the Notification Scenarios page.
3. Enter the following parameters:
●
Scenario Name: The name of the scenario.
●
Scenario Description: The description of the scenario.
●
Priority: Specifies the level of urgency of the notification. Select Normal, Urgent, or
Crisis.
By default, the system sets the priority to Normal.
If you select crisis as priority, the system sends the notification message in a critical
condition with immediate priority, and without any delay.
If you select crisis or urgent as priority:
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Chapter 5: Managing and triggering notifications
- The system sets priority flag for the E-mail channel while connecting to the SMTP
server.
- The system sets the Barge mode for the IP Phone channel while pushing text and
audio messages to the IP Phones.
If you select priority as normal:
- The system does not set priority flag for the E-mail channel while connecting to the
SMTP server.
- The system sets the normal mode for the IP Phone channel while pushing text and
audio messages to the IP Phones.
●
Expiration Time: The expiration time in days, hours, or minutes after which the
notification expires. The notification cancels all the pending contacts after the
notification has expired.
●
Add a message, for details see Adding a message in a notification scenario on
page 32.
●
Add a recipient, for details see Adding a recipient in a notification scenario on
page 42.
4. Click Finish.
Adding a message in a notification scenario
1. On the Notification Scenarios page, click Add message.
The system displays the Add New Message page.
2. On the Messages tab, enter the following parameters:
3. In the Common Messages section:
●
Note:
Note:
If you enter subject for the Voice, IP Phone, Email, SMS, and IM channels using
the command of Web Services, then the system ignores this subject for the SMS,
and IM channels.
The system considers the value entered in the message body while triggering a
notification for the SMS, and IM channels.
●
32
Common Text Message Subject: The subject of the common text message.
Common Text Message Body: The text describing the common text message.
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Adding a notification
●
Common Audio Message: Enter the audio message.
Or click Select Wave File.
The system displays the Select Wave File dialog box.
Click Browse and select the audio message file.
Click Upload.
After the file is uploaded, the system displays the following preview buttons:
- Play: Click Play to play the uploaded file.
- Pause: Click Pause to pause the uploaded file.
- Stop: Click Stop to stop the uploaded file.
Or click Record Through Telephone.
The system displays the Record Voice Prompt dialog box.
Enter the following parameters:
- Address: The address of the extension that you have configured on the Address
field of Call Manager.
- Locale*: Select the locale from the Locale drop-down list box.
Click Record.
4. In the Channel Messages section:
●
*Channel: In the Channel field, click IP Phone, Voice, Email, IM_Sametime,
IM_XMPP, or SMS. Refer to the following sections to add a message in the respective
channels.
5. Click Save.
Supported Wave file formats
Standard G.711 codec types:
●
CCITT A-Law 8 kHz, 8 bit, mono, 7 kbps
●
CCITT u-Law 8 kHz, 8 bit, mono, 7 kbps
●
PCM 8 kHz, 8 bit, mono
●
PCM 16 kHz, 16 bit, mono
Adding a message in the IP Phone channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
●
*Channel: In the Channel field, select IPPhone.
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Chapter 5: Managing and triggering notifications
●
Note:
Note:
For display push, ensure that you provide either message body or at least one
question with choices.
●
Note:
*Locale: In the Locale field, click the locale of the channel to send audio message
through TTS.
Audio Only: To send only the audio messages, select the Audio Only option.
Note:
When you select the Audio Only option, the system disables the Choice tab.
- Audio Broadcast: Enter the text that you need to audio broadcast, or click Select
Wave File, or click Record Through Telephone.
●
Audio with topline: To send the audio message with topline, select the Audio with
topline option. Enter the display text in the Common Text Message Subject field,
which the system displays as the topline text for the IP phone.
The text in the Common Text Message Subject field over-writes the extension
number appearing as the topline text in the IP Phone.
For Avaya Phones, if the length of the title display text is greater than maximum
allowed length for the Common Text Message Subject field, then only the allowed
maximum characters are displayed. The remaining characters are not displayed and
the system displays a warning message. The maximum length varies from one phone
model to another.
Note:
Note:
When you select the Audio with topline option, the system disables the
Questions tab.
- Audio Broadcast: Enter the text that you need to audio broadcast, or click Select
Wave File, or click Record Through Telephone.
●
Audio with display: To send audio message with display, select the Audio with
display option.
- Common Text Message: Enter the text that is displayed as the topline text on the
IP phone.
- Common Text Message Body: The text that is displayed as the message body
on the IP phone.
- Audio Broadcast: Enter the text that you need to audio broadcast, or click Select
Wave File, or click Record Through Telephone.
3. Click Save.
Adding a question in the IP Phone channel
1. Go to the Add New Message page.
2. On the Choice tab, expand Add Questions.
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Adding a notification
3. Click Add a question.
The system displays the Add question dialog box.
4. Enter the question in the Question Content field.
5. Click Save.
The system displays the question in the Question table.
To add choice for a question:
1. Select a question from the Question table.
2. Click Add a choice.
The system displays the Add Choice dialog box.
3. Enter the following parameters:
●
Choice <x> Content: The answer for the question.
●
Acknowledgement after chosen: The acknowledgement text after the choice is
chosen.
●
Mark this choice as the "Affirmative" answer for reporting purposes: Select this
option, the system marks the answer as affirmative.
●
Phone Number: Select the Phone Number option to enter a phone number to which
the recipient gets transferred to.
●
No Action: Select the No Action option if you do not want transfer option at the
choice selection.
4. Click Save.
Adding a message in the voice channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
●
*Channel: In the Channel field, click Voice.
●
*Locale: In the Locale field, click the locale of the channel to send audio message
through TTS.
Locale uses the corresponding TTS locale. Therefore, you must write all text for TTS
in the selected language.
Note:
Note:
You must ensure that locale default messages are in the Voice channel and
installed on Loquendo.
●
Caller ID: In the Caller ID field, click the phone number that sends the notification
message.
●
Display Name: In the Display Name field, click the required caller-id display name.
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Chapter 5: Managing and triggering notifications
●
Retry Count: The value that specifies the number of times the voice channel retries to
send the voice message to the recipient, in case of erroneous conditions.
For example, when the call does not get connected or the call is rejected.
●
Note:
Retry Delay (seconds): The delay time in seconds that specifies the interval between
two successive retries.
Note:
By default, the system retries the unanswered calls or the failed calls. If you want
to retry on other conditions such as Human Detection Error, the administrator can
edit the following property file on each ANS server:
/opt/Avaya/SIPAS/8.0.50/ServiceHost0/var/
ANSVoiceChannel.properties
You need to restart the driver services of the voice channel with the following
commands after changing the property settings:
/etc/init.d/ServiceHost0 stop
/etc/init.d/ServcieHost0 start
Note:
●
Ring timeout (seconds): The ring timeout in seconds after which the system stops
ringing the endpoint and disconnects the call.
●
Authenticate Recipient?: Select the Authenticate Recipient? check box, the
system prompts you for authentication while playing notifications.
Note:
The Authenticate Recipient? option is applicable only if the user profile contains
a password.
●
Bypass Human detection?: Select the Bypass Human detection? check box, the
system directs you to the custom prompts, bypassing the default prompts.
●
Audio Conference: Select the Audio Conference check box and click ANS ad hoc
conference or external conference bridges from the Audio Conference drop-down list
box.
Under the Questions tab, if you do not select audio conference in any choice, then
while saving the message the system disables the Audio Conference option is in the
General tab.
Note:
36
Note:
If you select External Conference Bridge in the Audio Conference field, then you
need to ensure that Media Server is running to play the prompt messages.
●
Enable Outbound: Select the Enable Outbound check box so that the recipients
receive notifications.
●
Enable Inbound: Select the Enable Inbound check box. Select the Message inbox
number from the drop-down list box. The system stores the voice channel message
subject, message body, question/choices, session id, conference type and conference
id in the selected Message In-box number when the notification scenario is triggered.
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Adding a notification
Note:
●
Work Phone: If you want receive the notification on your work phone, select the Work
Phone check box.
●
Mobile Phone: If you want receive the notification on your mobile phone, select the
Mobile Phone check box.
●
Home Phone: If you want receive the notification on your home phone, select the
Home Phone check box.
●
*Use Custom Prompt: Enter the text that is converted to speech by TTS, or click
Select Wave File, or click Record Through Telephone.
Note:
By default, the recording time-out is 5 minutes. If you try to record a call for more
than 5 minutes, then the system disconnects the call.
●
*Message Body: Enter the message that the system plays once the recipient presses
1 to hear the voice message. The system converts this message body text to speech
using TTS. Or you can upload an audio file by clicking Select Wave File, or by clicking
Record Through Telephone.
●
Bypass Answer Machine detection?: To disable the answer machine detection,
select the Bypass Answer Machine detection? check box.
●
Leave a message to voicemail?: The system saves the voice mail body in the voice
mail box, if you select the Leave a message to voicemail? check box and if the
system detects that the answer machine setting is selected.
●
User same message body for voicemail?: To use same message body entered in
the Message Body field while saving the message body in the voice mail box, select
the User same message body for voicemail? check box.
●
Voicemail Body: Enter the voice mail body text that the system plays when you are
directed to the voice mail box. Or click Select Wave File to play the selected wave file
as voice mail body text. Or click Record Through Telephone to record the message
that you want to play as voice mail body text.
3. Click Save.
Adding a question in the Voice channel
1. On the Choice tab, expand Add Questions.
2. Click Add a question.
The system displays the Add question dialog box.
3. Enter the question in the Question Content field.
4. Click Save.
The system displays the question in the Question table.
To add choice for a question:
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Chapter 5: Managing and triggering notifications
1. Select a question from the Question table.
2. Click Add a choice.
The system displays the Add Choice dialog box.
3. Enter the following parameters:
●
Choice <x> Content: Enter the text for the <Press 1 for> question, or click Select
Wave File, or click Record Through Telephone.
●
Acknowledgement after chosen: The acknowledgement text after the choice is
selected, or click Select Wave File, or click Record Through Telephone.
●
Mark this choice as the “Affirmative” answer for reporting purposes
●
Phone Number
●
Audio Conference: Select the Audio Conference option and the recipients get
transferred to the ANS ad hoc conference or the external conference bridge
depending on the Audio Conference option selected in Adding a message in the
voice channel on page 35.
If you do not select the Audio Conference check box on the Add New Message >
Message tab, then the system disables the Audio Conference check box on the Add
New Message > Choice tab.
●
No Action
4. Click Save.
Adding a message in the e-mail channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
Note:
38
●
*Channel: Click Email from the Channel drop-down list box.
●
From Address: Click the e-mail address of the sender from the From Address
drop-down list box.
●
From Name: Click the name of the sender from the From Name drop-down list box.
Note:
The system does not support the From Name field for the IP Phone, SMS, and
IM channels.
●
Subject: The subject line of the e-mail.
●
Message Body: The text of the e-mail message.
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Adding a notification
●
Attachment: Click Select Attachment File to attach a file along with the notification
message to the recipients.
The system displays the Add File popup.
Click Browse.
The system displays the Choose File dialog box.
Select the file to attach and click Open.
Ensure that the file name for the attachment does not contain any spaces.
The system supports attachment up to 5 MB and the attachment with extensions.
Click Upload to attach the file.
Note:
Note:
If you attach file for the Voice, IP Phone, Email, SMS, and IM channels using the
command of Web Services, then the system ignores this attachment for the SMS
and IM channels.
3. Click Save.
Note:
Note:
The system disables the Choice tab as e-mail is one-way communication.
Adding a message in the IM_Sametime channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
●
*Channel: In the Channel field, click IM_Sametime.
●
Retry Count: The value that specifies the number of times the system retries to send
the IM message to the recipient in case of erroneous conditions.
●
Retry Delay (seconds): The delay time in seconds that specifies the interval between
two successive retries.
●
*Message Body: The message text that the system sends to the recipient.
3. Click Save.
Adding a question in the IM_Sametime channel
1. On the Choice tab, expand Add Questions.
2. Click Add a question.
The system displays the Add question dialog box.
3. Enter the question in the Question Content field.
4. Click Save.
The system displays the question in the Question table.
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Chapter 5: Managing and triggering notifications
To add choice for a question:
1. Select a question from the Question table.
2. Click Add a choice.
The system displays the Add Choice dialog box.
3. Enter the following parameters:
●
Choice <x> Content
●
Acknowledgement after chosen
●
Mark this choice as the “Affirmative” answer for reporting purposes
4. Click Save.
Adding a message in the IM_XMPP channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
●
*Channel: In the Channel field, click IM_XMPP.
●
Retry Count: The value that specifies the number of times the system retries to send
the IM message to the recipient in case of erroneous conditions.
●
Retry Delay (seconds): The delay time in seconds that specifies the interval between
two successive retries.
●
*Message Body: The message text that is sent to the recipient.
3. Click Save.
Adding a question in the IM_XMPP channel
1. On the Choice tab, expand Add Questions.
2. Click Add a question.
The system displays the Add question dialog box.
3. Enter the question in the Question Content field.
4. Click Save.
The system displays the question in the Question table.
To add choice for a question:
1. Select a question from the Question table.
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Adding a notification
2. Click Add a choice.
The system displays the Add Choice dialog box.
3. Enter the following parameters:
●
Choice <x> Content
●
Acknowledgement after chosen
●
Mark this choice as the “Affirmative” answer for reporting purposes
●
IM Conference: Select the IM Conference option, the system transfers the recipient
to the IM conference.
●
No Action: Select the No Action option if you do not want to transfer the recipient to
the IM conference.
4. Click Save.
Note:
Note:
Using IM_XMPP, you can support conferencing. However, using IM_Sametime,
you cannot support conferencing.
Adding a message in the SMS channel
1. Go to the Add New Message page.
2. In the Channel Messages section, enter the following parameters:
Note:
●
*Channel: In the Channel field, click SMS.
●
Type: Select the One way option to send out notification to the recipients.
Select the Two way option to send out notification to the recipients and receive the
responses from the recipients.
Note:
The system disables the Choice tab if you select the One way option.
●
From Address: In the From Address field, click the address of the sender.
●
Retry Count: The value that specifies the number of times the system retries to send
the message to the recipient in case of erroneous conditions.
●
Retry Delay: The delay time in seconds that specifies the interval between two
successive retries.
●
*Message Body: The message text that the system send to the recipient.
3. Click Save.
Adding a question in the SMS channel
1. On the Choice tab, expand Add Questions.
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Chapter 5: Managing and triggering notifications
2. Click Add a question.
The system displays the Add question dialog box.
3. Enter the question in the Question Content field.
4. Click Save.
The system displays the question in the Question table.
To add choice for a question:
1. Select a question from the Question table.
2. Click Add a choice.
The system displays the Add Choice dialog box.
3. Enter the following parameters:
●
Choice <x> Content
●
Mark this choice as the “Affirmative” answer for reporting purposes
4. Click Save.
Adding a recipient in a notification scenario
1. On the Notification Scenarios page, after adding a message, click Next.
The system displays the page to add recipients to the notification scenario.
2. To add a user as a recipient of a notification scenario, expand Users.
The system expands the Users section.
●
Select a user from the Users table.
●
Click Add.
The system displays the added user under the Selected Users table.
Note:
Note:
To change the conference role of a user, group, or escalation to moderator or
participant, click on the Conf Role column.
3. To add a group as a recipient of a notification scenario, expand Groups.
The system expands the Users section.
●
Select a group from the Groups table.
●
Click Add.
The system displays the added group under the Selected Groups table.
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Modifying notification details
4. To add an escalation as a recipient of a notification scenario, expand Escalations.
The system expands the Escalations section.
●
Select an escalation from the Escalations table.
●
Click Add.
The system displays the added escalation under the Selected Escalations table.
Modifying notification details
1. On the All Notification Scenario page, select the notification that you want to modify.
2. Click Edit.
The system displays the All Notification Scenario > Message page.
3. Select a message.
4. Click Edit.
The system displays the Add New Message page.
5. Make the required changes.
6. Click Save.
7. Click Next.
The system displays the All Notification Scenario > Recipient page.
8. Make the required changes.
9. Click Finish.
Deleting a notification
1. On the All Notifications Scenario page, select the notification you want to delete.
2. Click Remove.
The system displays the Are you sure you want to delete Notification
’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
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Chapter 5: Managing and triggering notifications
Managing a notification
A manager or an owner can assign permissions to other operators to view and trigger the
notification scenarios. The manager or the owner assigns these permissions through the
Assign permission for users and Assign permission for groups links as discussed in the
following section.
To manage a notification:
1. On the Notification Scenarios page, select a scenario.
2. To change the owner of the notification scenario:
●
Expand Change Scenario Owner.
The system displays the list of users and user details in a table.
●
Select a user that you want to change the scenario owner.
●
Click Save.
3. To assign permission for users for the notification:
●
Expand Assign permission for users.
The system displays the list of users and user details in a table.
●
Select a user.
●
Click Add.
The system adds the user and displays the entry under the Selected Users table.
Note:
Note:
You can view a notification scenario if the administrator grants you the permission
to view the notification scenario.
4. To assign permission for groups for the notification:
●
Expand Assign permission for groups.
The system displays the list of groups and group details in a table.
●
Select a group.
●
Click Add.
The system adds the group and displays the entry under the Selected Groups table.
5. Click Save.
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Viewing notification details
Viewing notification details
1. In the navigation pane, click Notifications and Trigger > My Notification History.
The system displays the Notification History page.
2. The Notification History page has the following parameters:
●
Trigger: Specifies whether the notification was triggered from Web Portal, Web
services, or IVR trigger.
The format of the IVR trigger is IVR:<trigger number>.
●
Scenario Name: Displays the name of the notification scenario.
●
Request Time: Displays the time when the notification request was received.
●
Session ID: Displays the ID of a notification message sent.
●
Originator: Specifies the originator, such as an administrator, a manager, an operator,
or a user who has sent the notification message.
●
Status: Displays one of the following notification request status:
- Activated: The notification has started.
- Scheduled: The notification is scheduled for execution.
- Cancelled: The notification is cancelled.
- Completed: The user has responded or is notified.
- Errored: Either the end-point is not reachable or there is an error in sending the
notification.
- Expired: The notification is sent and is in progress, but the expiration time is over.
●
Start Time: Displays the time when the notification request was created.
●
End Time: Displays the time when the notification request was ended.
●
Conference Status: Displays the following conference status associated with the
notification:
- Active: One or more users have joined the conference.
- Pending: Conference has not started.
- Completed: The conference has ended successfully.
- Error: Specifies that the conference has failed.
3. To view more details of the notification scenario, select the required notification.
The system displays the Notification History page with the View Status, Create Report,
and the Clear Selection buttons active.
Click View Status. The system displays the Notification History page with the following
details:
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Chapter 5: Managing and triggering notifications
●
Request status: In the Request status section, the system displays the following
parameters:
- Session Id: The session ID of the notification scenario.
- Request Time: The time when the notification request was received.
- Start Time: The time when the notification request was made.
- End Time: The time when the notification request was ended.
- Status: The overall status of a notification.
- Users Pending: The total number of users yet to receive the notification message.
- Originator: The operator, user, or administrator; who has created a user profile to
send the notification message.
- Users Initiated: The total number of users irrespective of devices that were sent
the notification message.
- Duration (in Seconds): The time in second when the notification message
remains active.
- Users Notified: The total number of users irrespective of devices that receive the
notification message.
- Last Escalation Sequence: The escalation level when the user was reachable.
- Users Responded: The number of users that responded to the notification.
- Users Affirmatively Responded: The number of users that responded to the
notification affirmatively.
- Total Users in Request: The number of users in the notification message.
- Notification details: The status of the notification.
●
Conference Status: Click Conference Status.
The system displays the Conference Status pop-up box having the following
parameters:
- Conference ID: Displays the ad hoc conference ID.
Note:
Note:
Using the Conference ID, you can add additional participants to the same
conference.
- Status: Displays the following status of the ad hoc conference associated with the
notification:
- Active: Specifies that one or more users have joined the conference.
- Pending: Specifies that conference has not started.
- Completed: Specifies that the conference has ended successfully.
- Error: Specifies that the conference has failed.
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Viewing notification details
- Start Time: Displays the time when the conference started.
- End Time: Displays the time when the conference ended.
- No of participants: Displays the number of participants currently attending the
conference.
- Duration (in seconds): Displays the duration of the time in second during which
the conference remains active.
- Error detail: Displays the detail description of error, if the status is Error.
- User ID: Displays the list of user IDs participating in the conference.
- Name: Displays the list of participants in the conference.
●
Recipient Status: In the Recipient Status section, the system displays the following
parameters:
- Recipient Name: The recipient ID of an individual recipient of the notification
request.
- First Name: The first name of the recipient.
- Last Name: The last name of the recipient.
- Status: Displays the following recipient status of the users:
- Pending: Specifies that the user is not notified.
- Initiated: Specifies that the notification has started for the user.
- Notified: Specifies that the user is notified and the delivery message is
completed, such as ringing of the user phone in case of IP phone.
- Responded: Specifies that the user has responded to the notification by
answering the call and so on.
- Cancelled: Specifies that the message was not delivered to the user as
notification has expired or cancelled.
- Error: Specifies that the message was not delivered to the user.
●
Point of Contact status: In the Point of Contact status section, the system displays
the following parameters:
- Point of Contact: The end-devices or addresses to which the notification
message is delivered.
- Address: The address of Point of Contact (PoC), for example, the phone
extension where the work phone is the point of contact.
- Status: The status of attempts to contact any device associated with the recipient.
Note:
Note:
In case of Voice channel, if a retry is made each retry records a separate entry.
- Pending: Specifies that the PoC is not contacted.
- Initiated: Specifies that the PoC is contacted.
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Chapter 5: Managing and triggering notifications
- In Conference: Specifies that the user has joined the conference.
- Left Conference: Specifies that the user has left the conference.
- Notified: Specifies that the message is delivered to the PoC.
- Responded: Specifies that ANS received response from the PoC.
- Cancelled: Specifies that the message was not delivered to PoC as
notification has expired or got cancelled.
- Error: Specifies that all the attempts to reach PoC have failed.
- Time stamp: Specifies the date and time when the contact was created.
●
Escalation status: In the Escalation status section, the system displays the following
parameters:
- Status: Specifies the following escalation status:
- ESCALATION_PENDING: Specifies that the escalation process has not
started.
- ESCALATION_STARTED: Specifies that the escalation process has started.
- ESCALATION_COMPLETED: Specifies that the escalation ended at last
escalation sequence.
- ESCALATION_ERROR: Specifies that the escalation process ended with an
error.
- Level: The current level of the escalation.
- Description: The description of the current escalation status.
- Trace time stamp: The time at which the escalation status was triggered.
●
Message details: Select a message and click View Message.
The system displays the Message Details pop-up box having the following
parameters:
- Subject
- Message Body
To end an active notification message:
48
●
Select the notification message from the list.
●
Click Terminate.
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Inbound call trigger
Inbound call trigger
Using the inbound call trigger, a phone caller who cannot access the ANS Management Portal
at a given instance of time, calls the ANS Management Portal and triggers the pre-defined
notification scenario.
Each inbound call trigger has:
●
a choice of locale
●
a list of inbound phone numbers
●
a list of allowed incoming numbers
●
a configurable greeting prompt
●
a list of configurable choices.
Each choice can have:
Note:
●
an optional configurable digit collect prompt
●
one or more notification scenarios
●
enable or disable user authentication
●
enable or disable recording message
●
enable or disable transferring caller into an ad hoc conference.
Note:
Only a user with manger rights can add an inbound call trigger.
Adding an inbound call trigger
1. In the navigation pane, click Notifications and Trigger > Inbound Call Triggers.
The system displays the Inbound Call Triggers page.
2. Click Add.
The system displays the Add Trigger page.
3. On the General tab, enter the following parameters:
●
Inbound Call Trigger Name*: A unique name for the inbound call trigger.
●
Inbound Call Trigger Description*: The description of the inbound call trigger.
●
Locale: In the Locale field, click the locale.
The system plays the inbound call trigger prompts in the locale language.
By default, the locale is en_US, that is, US English.
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●
Greeting Prompt*: The text for the inbound call trigger greeting prompt.
Or click Select Wave File to select the appropriate wave file for setting the greeting
prompt.
Or click Record Through Telephone to record a file that is played as the greeting
prompt.
The greeting prompt is played to the caller when the caller dials inbound call trigger.
●
Trigger Access Pin: The trigger access pin of the inbound call trigger.
If the user provides a trigger access pin, then the caller needs to enter the same pin
before using the inbound trigger for that choice on the Choice tab.
Note:
Note:
If you do not enter any value for the Trigger Access Pin field on the General tab,
then the system disables the trigger access pin for all choices associated with
that trigger.
●
Partition*: In the Partition field, click the partition.
●
In the Inbound Number section:
To add an inbound number:
- Click Add.
The system displays the Add Inbound Number Data pop-up box.
- In the Inbound Number field, click the inbound number that you want to associate
with the inbound call trigger.
- Click Save.
The inbound number list is associated with the inbound call trigger that a caller can
dial to use that trigger. For example, if the Administrator adds 31080 to the
inbound caller list, then a caller can dial 31080 to use the inbound call trigger
feature.
●
In the Allowed Incoming Numbers section:
To add an allowed incoming number:
- Click Add.
The system displays the Incoming Number pop-up box.
- Add the following parameters:
- Number: The unique incoming number. Ensure that this number is not blank.
- Description: The description of the allowed incoming number.
- Click Save.
The allowed incoming numbers list consists of all the allowed incoming numbers
that you can use to trigger the inbound call trigger.
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Note:
Note:
If the inbound caller list is empty, then you can use any incoming number to
access the inbound call trigger.
4. On the Choice tab, click Add.
The system displays the Add Choice Data dialog box.
5. Enter the following parameters:
●
Choice: The text for choice that is converted as text to wave for audio notification.
The administrator can upload a pre-recorded wave file instead of adding text if text to
wave (TTW) is not supported by the ANS.
Or click Select Wave File to upload a pre-recorded wave file.
Or click Record Through Telephone to record a file.
●
Enable Trigger Pin: Select the Enable Trigger Pin check box and enter the trigger
access pin, that is provided on the Trigger Access Pin field on the General tab,
before using the inbound call trigger.
You can select any one of the following enable trigger pin options:
- Single Scenario
- Multiple Scenario
- Single Inbox Store
- Multiple Inbox Store
- Single Inbox Retrieve
- Multiple Inbox Retrieve
For details, see Multiple scenarios section.
●
Note:
Enable Message Recording: Select the Enable Message Recording check box and
the system prompts you to describe the incident by recording a message. This
recorded message overrides the default voice channel message body field, IP Phone
broadcast audio attachment field, and e-mail attachment field in the associated
scenario.
Note:
The inbound call trigger is configured to send the recorded wave file as an
attachment to the e-mail channel.
You can select any one of the following enable message recording options:
- Single Scenario
- Multiple Scenario
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●
Enable Conferencing: Select the Enable Conferencing check box.
The inbound call trigger places the caller in to a voice ANS ad hoc conference or external
audio conference created by the notification scenario.
Note:
Note:
To add an inbound call trigger caller into an ANS ad hoc conference or external
audio conference in the voice message of the notification scenario, in the Voice
channel message, you must select the Audio Conference check box and click
the ANS ad hoc conference or any external audio conference in one of the
choices of any question.
You can select any one of the following enable conferencing options:
- Single Scenario
- Multiple Scenario
- Single Inbox Store
- Multiple Inbox Store
- Single Inbox Retrieve
- Multiple Inbox Retrieve
- When you select Single Scenario or Multiple Scenario, the system displays the
following options:
- Join as Moderator?: Enables the caller to join the conference as a moderator.
- Join as Participant?: Enables the caller to join the conference as a
participant.
Note:
Note:
If the caller triggers a notification neither the caller knows whether the notification
is triggered by a moderator or participant, nor the recipient knows whether a
moderator or a participant has sent the notification.
●
Enable user account authentication: Select the Enable user account
authentication check box and click the inbound number that you want to associate
with the scenario. This user account authentication feature is applicable for all choice
options under the trigger.
When you trigger a notification, then the system prompts you for user account
authentication. You must enter your Account number as your user name and
Telephone Security PIN as your password for user account authentication. The
Account number and Telephone Security PIN are configured in the Adding a
user on page 19.
You can select any one of the following enable user account authentication options:
- Single Scenario
- Multiple Scenario
- Single Inbox Store
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Inbound call trigger
- Multiple Inbox Store
- Single Inbox Retrieve
- Multiple Inbox Retrieve
Scenarios in an inbound call trigger
You can attach a scenario in a choice for an inbound call trigger in the following ways:
●
Single scenario: You can select a scenario from the scenario list and add the scenario to a
choice.
●
Multiple scenarios: The administrator can attach multiple scenarios associated with
different digit collect values to a choice. Therefore, after playing a digit collect prompt if the
caller responds with a digit, then the system triggers the notification scenario associated
with the digit.
Selecting the single scenario option
1. On the Add Choice Data dialog box, select the Single Scenario option.
The system displays the Attach Single Scenario section.
2. Click Select.
The system displays the Add Scenario pop-up box.
●
In the Select Scenario field, click the scenario that you want to associate with the
choice.
●
Click Select.
3. Click Save.
Selecting the multiple scenario option
1. On the Add Choice Data dialog box, select the Multiple Scenario option.
The system displays the Attach Multiple Scenario section.
2. Digit Collect Prompt: Enter the digit collect prompt for selecting the digit collect value
when the administrator wants to trigger the inbound call trigger.
Or click Select Wave File to upload the configured digit collect prompt.
3. To add a digit collect value, click Add.
The system displays the Add Digit Data pop-up box.
●
Digit Collect Value: Enter a unique digit collect value that is associated with the
scenario.
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●
Scenario Name: Click Select.
The system displays the Add Digit Data pop-up box.
- In the Select Scenario field, click the scenario that you want to associate with the
digit collect value.
- Click Select.
●
Click Save.
4. Click Save.
Following is an example explaining multiple scenarios:
In multiple scenarios, there is a digit collect prompt, for example, Please enter building number.
And for each building number following separate scenarios are attached:
If caller return = 1, trigger the notification scenario for building A
If caller return = 2, trigger the notification scenario for building B
If caller return = x, trigger the notification scenario for building X
Note:
Ensure that all the collected digits are unique.
Note:
If the inbound call trigger has only one choice, then the system does not considers the choice
prompt digit collection and raises the trigger.
Inbox store in an inbound call trigger
You can store a voice message of a choice that is initiated by an inbound call trigger in the
following ways:
●
Single Inbox Store: The caller records a voice message and stores the message in the
specified message inbox number.
●
Multiple Inbox Store: The administrator selects a message inbox number from a
pre-configured message inbox list and stores the voice message in the selected message
inbox number.
Therefore, after playing a digit collect prompt, if the caller responds with the selected
message inbox number, then the voice message is stored in the respective message inbox
number.
Selecting the single inbox store option
1. On the Add Choice Data dialog box, select the Single Inbox Store option.
The system displays the Attach Single Inbox section.
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Inbound call trigger
2. In the Inbox Number section, click Select.
The system displays the Add Scenario pop-up box.
●
In the Add Inbox field, click the message inbox number that you want to associate
with the choice.
●
Click Select.
3. Click Save.
Selecting the multiple inbox store option
1. On the Add Choice Data dialog box, select the Multiple Inbox Store option.
The system displays the Attach Multiple Inbox section.
2. To add digit collect prompt in the Digit Collect Prompt field:
●
Enter the digit collect prompt.
●
Or click Select Wave File to upload the recorded digit collect prompt.
3. To add a digit collect value, click Add.
The system displays the Add Digit Data dialog box having the following fields:
●
Digit Collect Value
●
Inbox Number: Click Select.
The system displays the Add Digit Data dialog box.
- In the Add Inbox field, click the message inbox number that you want to associate
to the multiple inbox store.
- Click Select.
The system displays the selected message inbox number in the Digit Collect
Value and Inbox Number fields.
4. Click Save.
Inbox retrieve in an inbound call trigger
You can retrieve a voice message of a choice that is initiated by an inbound call trigger in the
following ways:
●
Single Inbox Retrieve: The system plays the selected inbox message without requesting
for the message Inbox number, when the inbound call trigger initiates.
●
Multiple Inbox Retrieve: The administrator retrieves voice messages from multiple
message inbox numbers. Therefore, after playing a digit collect prompt, if the caller
responds with the specified message inbox number added in Multiple Inbox Retrieve
option, then the corresponding voice message in the selected message inbox number is
retrieved.
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Selecting the single inbox retrieve option:
1. On the Add Choice Data dialog box, select the Single Inbox Retrieve option.
The system displays the Attach Single Inbox section.
2. Click Select.
The system displays the Add Scenario pop-up box.
●
In the Add Inbox field, click the message inbox number that you want to associate
with the choice.
●
Click Select.
3. Click Save.
Selecting the multiple inbox retrieve option:
1. On the Add Choice Data dialog box select the Multiple Inbox Retrieve option.
The system displays the Attach Multiple Inbox section.
2. To add a digit collect prompt in the Digit Collect Prompt field:
●
Enter the digit collect prompt.
●
Or click Select Wave File to upload the recorded digit collect prompt.
3. To add a digit collect value, click Add.
The system displays the Add Digit Data pop-up box having the following parameters:
●
Digit Collect Value
●
Inbox Number: Click Select.
The system displays the Add Digit Data dialog box.
- In the Add Inbox field, click the message inbox number from which you want to
retrieve the message for the scenario.
- Click Select.
The system displays the selected message inbox number in the Digit Collect
Value and Inbox Number fields.
●
Note:
Click Save.
Note:
When you select the Single Inbox Store, Multiple Inbox Store, Single Inbox
Retrieve, or Multiple Inbox Retrieve option, the system disables the Enable
Message Recording and Enable Conferencing check boxes.
4. Click Save.
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E-mail trigger configuration
Editing inbound call trigger details
1. On the Manage Inbound Call Trigger page, select the inbound call trigger that you want
to modify.
2. Click Edit.
The system displays the Edit Trigger page.
3. Make the required changes.
4. Click Save.
Deleting an inbound call trigger
1. On the Manage Inbound Call Trigger page, select the inbound call trigger you want to
delete.
2. Click Remove.
The system displays the Are you sure you want to delete inbound call
trigger ’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
E-mail trigger configuration
You can use the e-mail trigger configuration to trigger a notification scenario when you cannot
gain access to ANS Management Portal. The administrator configures a mailbox, which is an
e-mail inbox address, for using the e-mail trigger. The mailbox is associated with a notification
scenario. When you send an e-mail to this mailbox, the system triggers the notification scenario.
Adding an e-mail trigger
1. In the navigation pane, click Notifications and Triggers > Email Trigger Configuration.
The system displays the Email Trigger page.
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2. Click Add.
The system displays the Add Email Trigger Mailbox page.
3. Enter the following parameters:
●
Email Trigger Name: The unique name of the e-mail trigger.
●
Mailbox: In the Mailbox field, click the e-mail inbox address that you want to
associate to the e-mail trigger.
●
Notification Scenario: In the Notification Scenario field, click the notification
scenario that you want to associate to the e-mail trigger.
●
Override Subject: Select the Override Subject check box to override the message
subject that you have configured in the Adding a message in the voice channel and the
Adding a message in the e-mail channel sections.
●
Override Message Body: Select the Override Message Body check box to override
the message body that you have configured in the Adding a message in the voice
channel and the Adding a message in the e-mail channel sections.
●
Override Audio Message: Select the Override Audio Message check box to
override the audio message that you have configured in the Adding a message in the
voice channel and the Adding a message in the e-mail channel sections.
●
Override Recipients: Select the Override Recipients option. The system sends
notification to the mailbox and the recipients who are added in the CC list of the
mailbox. The system does not send the notification to original recipients of the
notification scenario.
●
Add Recipients: Select the Add Recipients option. The system sends notification to
the mailbox, the recipients who are added in the CC list of the mailbox, and all the
original recipients of the notification scenario.
●
Don't change recipients: Select the Don't change recipients option. The system
sends notification to the e-mail inbox address and the original recipients of the
notification scenario.
●
Email Must Contain: Enter the search keyword text and select the Message subject
or the Message body check box. If the system finds the search keyword in the
message subject or the message body, only then the system triggers the notification.
●
In the From Address section, to add an allowed From Address, click Add.
The system displays the Add From Address dialog box.
- In the Allowed From Address field, enter the e-mail address from which you want
to send the e-mail trigger notification.
Note:
Note:
You must have an allowed from address to trigger the e-mail trigger notification.
- Click Save.
4. Click Save.
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Triggering notifications
Editing the e-mail trigger details
1. On the Email Trigger page, select the e-mail trigger that you want to modify.
2. Click Edit.
The system displays the Edit Email Trigger Mailbox page.
3. Make the required changes.
4. Click Save.
Deleting an e-mail trigger
1. On the Email Trigger page, select the e-mail trigger you want to delete.
2. Click Remove.
The system displays the Are you sure you want to delete email trigger
’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
Triggering notifications
In case of emergency or a crisis, you can trigger a notification from the ANS Management
Portal, inbound call trigger, and e-mail trigger as discussed in the following sections.
Triggering notification from ANS Management Portal
1. On the Notification Scenarios page, select a notification scenario.
2. Click Send Notification.
The system displays the Notification Scenarios > Message page.
3. To add more messages to the notification scenario, see Adding a message in a
notification scenario on page 32.
4. Click Next.
The system displays the All Notification Scenarios > Recipients page.
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5. To add more recipients to the notification scenario, see Adding a recipient in a notification
scenario on page 42.
6. Click <<Send>>.
The system displays the My Notification History page and displays the Information
pop-up box. The Information pop-up displays the notification status and the notification
session ID.
Triggering notification from the inbound call trigger
To trigger a notification scenario that is configured using the inbound call trigger:
1. Dial the inbound number using the allowed incoming number.
2. If trigger access pin is entered while adding the inbound call trigger, provide your trigger
access pin number. For details, see Inbound call trigger on page 49.
3. Depending on the options selected in the inbound call trigger, the system prompts you to
enter your user name and password for user account authentication.
4. Enter your account number that is your user name and telephone security PIN that is your
password respectively.
Note:
You have two attempts to enter the user name and password correctly.
Note:
5. Enter the digit collect value.
The system triggers the inbound call trigger and notifies the recipients.
Triggering notification from the e-mail trigger
To trigger a notification scenario that is configured using the e-mail trigger:
●
Send an e-mail to the selected mailbox through the configured allowed from address.
For details, see E-mail trigger configuration on page 57.
The system triggers the notification scenario attached to the e-mail trigger.
Managing notification history
The system generates notification session ID reports based on the notification history details.
To create a report from the Notification History page:
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Managing reports
1. In the navigation pane, click Notifications and Triggers > Notification History.
The system displays the Notification History page.
2. Select a notification whose report you want to create, and then click Create Report.
The system displays the Filter Selection Window for Reports dialog box.
3. To create a report having the details of all the status, select each of the following check
boxes:
●
Recipient Status: Displays response detail for affirmative or responded status.
●
Recipient Device Status
●
Conference Status
●
Escalation Status
●
Response Status: Displays the response of only the 1st question, even though you
have multiple questions for that notification.
●
Message Status
4. Click Submit.
The system displays the Reports NSS page.
5. To generate the .pdf file of the report, click PDF.
Note:
You can create a notification session ID report only in PDF format.
Note:
Managing reports
Note:
The default node should be up and running to generate reports.
Note:
The system generates usage reports based on the data in the ANS database. These reports are
of the following types:
●
Daily report: Displays the report for last 30 days.
●
Weekly report: Displays the report for last 4 months.
●
Monthly report: Displays the report for last 12 months.
To create a usage report:
1. In the navigation pane, click Notifications and Triggers > Usage Report.
The system displays the Usage Report page.
2. The system also asks you if you want to display the non secure items:
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●
if you have IE 7, select Yes
●
if you have IE 8, select No
3. Click Create Report.
The system displays the Usage Report page.
4. Select either Excel or PDF as the output format for the report, and then click OK to
generate the report.
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Message inbox overview
Chapter 6: Managing message inbox
Message inbox overview
You can associate a message inbox number with a notification scenario. The system stores the
scenario in the associated message inbox number. When you trigger the notification, the
system plays the recorded scenario.
In an inbound call trigger, when you select the Single Inbox Store or the Multiple Inbox store
option, the system stores the choice in the message inbox number and overrides the earlier
scenario.
If you select the Single InBox Retrieve or the Multiple InBox Retrieve option, then the system
plays the recorded choice stored in the message inbox number.
Adding a message inbox
1. In the navigation pane, click System Configurations> Message Inboxes.
The system displays the Message Inbox page.
2. Click Add.
The system displays the Add Message Inbox dialog box.
3. Enter the following parameters:
Note:
●
Inbox Number: The unique message inbox number.
●
Inbox Description: The description of the message inbox number.
●
Expiration Value: The expiration date for message inbox in days/hours/minutes/
seconds.
Note:
The system removes the recorded voice message when the expiration value
ends.
4. Partition: In the Partition field, click the partition that you want assign the message inbox
number to.
5. Click Save.
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Chapter 6: Managing message inbox
Note:
Note:
You can store only one voice message in an inbox. The caller hears an error
prompt, while attempting to retrieve a message from an empty inbox. For a
non-empty inbox, the caller can press 0 to repeat the message.
Modifying the message inbox number details
1. On the Message Inbox page, select the message inbox number that you want to modify.
2. Click Edit.
The system displays the Edit Message Inbox dialog box.
3. Make the required changes.
Note:
Note:
You cannot edit the message inbox number. The Inbox Number field is
unavailable to edit.
4. Click Save.
Deleting a message inbox number
1. On the Message Inbox page, select the message inbox number you want to delete.
2. Click Remove.
The system displays the Are you sure you want to delete Message inbox
number ’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
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External conference bridge overview
Chapter 7: Managing external conference
bridge
External conference bridge overview
Using the external conference bridge feature, you can connect the recipients of a notification
directly to the conference bridge. The external conference bridge has two types:
●
Meeting exchange
●
Generic conference
For the meeting exchange type:
●
If the Address field has no IP address, then the system transfers the recipient in to the
conference through configured SIP trunk to IP-PBX.
For the generic conference type, enter a valid phone number. The system dials the phone
number and inserts DTMF for conference code.
Adding an external conference bridge
1. In the navigation pane, click Notification and Trigger > Conference Bridges.
The system displays the Manage External Conference Bridges page.
2. Click Add.
The system displays the New Conference Bridge dialog box.
3. Enter the following parameters:
●
*Name: The unique name of the external conference bridge.
●
*Type: In the Type field, click Meeting Exchange or Generic Conference.
●
*Address: For the Meeting Exchange type, the system disables the Address field.
For the Generic Conference type, enter a valid telephone number for the external
conference bridge.
●
*Participant Code: The participant code to join the external conference bridge. The
participant code consists of numeric values, the pound sign (#), or the star sign (*).
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●
*Moderator Code: The moderator code to join the external conference bridge. The
participant code consists of numeric values, the pound sign (#), or the star sign (*).
●
Description: The description of the external conference bridge.
4. Click Save.
Modifying the external conference bridge details
1. On the Manage External Conference Bridge page, select the external conference bridge
that you want to modify.
2. Click Edit.
The system displays the Edit Conference Bridge dialog box.
3. Make the required changes.
4. Click Save.
Deleting an external conference bridge
1. On the Manage External Conference Bridge page, select the external conference bridge
that you want to delete.
2. Click Remove.
The system displays the Are you sure you want to delete External
conference bridge ’<xyz>’ message.
3. Click Yes.
The system displays the Success pop-up window.
4. Click Close.
Configuring a scenario to notify a external conference
bridge
1. Add a external conference bridge number. For details, see Adding an external conference
bridge on page 65.
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Configuring a scenario to notify an inbound conference
2. Add a notification scenario. For details, see Adding a notification on page 31.
3. On the Add New Message page, select the Voice channel.
4. Select the Audio Conference check box.
The system displays the list of added external bridges.
5. In the Audio Conference field, click an external conference bridge.
6. Add a question for the voice notification scenario. For details, see Adding a question in the
Voice channel on page 37.
7. While adding a choice for the question, select the Audio Conference check box.
8. Click Save.
The system creates the notification scenario to notify the external conference bridge.
Configuring a scenario to notify an inbound conference
1. Add a external conference bridge. For details, see Adding an external conference
bridge on page 65.
2. Add a notification scenario. For details, see Adding a notification on page 31.
3. On the Add New Message page, select the Voice channel.
4. Select the Audio Conference check box.
The system displays the list of added external bridges.
5. In the Audio Conference field, click an ad hoc conference bridge number.
6. Add a question for the voice notification scenario. For details, see Adding a question in the
Voice channel on page 37.
7. While adding a choice for the question, select the Audio Conference check box.
8. Click Save.
The system creates the notification scenario to notify the ad hoc conference bridge.
Checking the conference status of external conference
bridge
1. In the navigation pane, click Notifications and Trigger > Notification History.
The system displays the Notification History page.
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2. Select an external conference bridge notification scenario.
The system displays the details of the external conference bridge notification scenario.
3. To view the external conference status, click Conference Status.
The system displays the Conference Status pop-up box.
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Appendix A: Configuring TTY notification
support
Note:
Note:
You must configure ANS to use only the G.711 codec, if you require TTY support.
Perform the following tasks:
1. Enter the TTY device phone number as ANS users' work phone or home phone.
2. Create TTY user groups with static group type or dynamic group type.
3. Create a notification scenario.
4. Add a voice message to the scenario you have created.
5. In the voice message, enable the Human Bypass and Answer Machine Detection Bypass.
6. In the voice message, use the Record through telephone button to launch a call to a
normal telephone that bridge with a TTY device.
You can use the normal telephone to enter the DTMF that controls the recording IVR, while
using the TTY device to type the text which would be recorded into the ANS wav file. Use
the recorded wav file for the greeting prompt and message body.
7. In the notification scenario, select only the TTY user groups.
Do not mix with other user or groups.
8. Save the notification scenario.
When the system triggers the notification scenario, ANS calls the TTY devices, plays the
saved TTY wav file to the TTY devices, and the TTY devices display the recorded text.
Note:
Note:
You can also record the TTY wav files from other tools and upload the wav files
on the ANS scenario for the notification.
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Appendix A: Configuring TTY notification support
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Appendix B: Some useful Loquendo Text To
Speech Controls
The following section lists some useful Loquendo Text To Speech (TTS) Controls.
Speed Control: Allows the speaking rate to be modified, expressed in an abstract scale 0-100
or in words per minute (wm).
Format:
\speed=<num> (Scale 0-100)
Example:
\speed=40 Today is going to be a good day!
Pitch Control: Allows the fundamental frequency (tone or pitch) to be modified, expressed in
an abstract scale 0-100 or in Hertz (hz) or semitones (st).
Format:
\pitch=<num> (Scale 0-100)
Example:
\pitch=60 Today is going to be a good day!
Volume Control: Allows the volume (loudness) to be modified, expressed in an abstract scale
0-100 or in decibel (dB).
Format:
\volume=<num> (Scale 0-100)
Example:
\volume=90 Today is going to be a good day!
Interpret
The interpret commands control the pronunciation of the following word (string of characters up
to next blank or phrase terminator), forcing number interpretation, spelling and stress. The
functioning of these commands may differ from language to language.
ANS Operations guide
July 2012
71
Appendix B: Some useful Loquendo Text To Speech Controls
Number interpretation
\number=ordinalM
(masculine) ordinal number, for example, \number=ordinalM
(English: fourth, Italian: quarto) '
\number=ordinalF
feminine ordinal number, for example, \number=ordinalM 4
(Italian: quarta)
\number=cardinal
cardinal number, for example, \number=cardinal 254667
(read:two hundred fifty four thousand six hundred sixty
seven)
\number=code
numerical code, for example, \number=code 254 (read: two
five four)
\number=time
time e.g. \number=time 10:24:45 (read: ten twenty-four and
forty five seconds)
\number=telephone
telephone number, for example, \number=telephone 254667
(read:two five four six six seven)
Spelling
\spell=yes
the following word is spelled out, for example, \spell=yes but
(bee you tee)
\spell=no
the following word is not spelled out, for example, \spell=no
IBM (ibm)
\spell=auto
default behavior, for example, \spell=auto but \spell=auto
IBM (but i bee em)
\stress=yes
the following word is stressed, for example, \stress=yes da
casa (Italian: dà càsa)
\stress=no
the following word is de-accented, for example, da \
stress=no casa (Italian: da casa)
\stress=auto
default behavior, for example, \stress=auto da \stress=auto
casa (Italian: da càsa)
Stress
Pause
The pause commands allow to modify the duration of pauses corresponding to punctuation
marks or to insert pauses when punctuation is lacking. Note that the presence of a pause
always modifies the intonation of the preceding phrase. The kind of intonation contour depends
on the punctuation mark: continuation contour for ",", "(",")","-", question contour for "?",
conclusion contour for ".", ";", "!".
72
ANS Operations guide
Comments? [email protected]
July 2012
Pause insertion
Inserts a pause (silence) in absence of punctuation marks. No effect if punctuation is present.
\pause
inserts a medium-length pause (120 ms), preceded by a
'comma intonation'
\pause,
inserts a medium-length pause (120 ms), preceded by a
'comma intonation'
\pause.
inserts a long pause (500ms), preceded by a 'conclusion
intonation'
\pause?
inserts a long pause (500ms), preceded by a 'question
intonation'
Example:
●
Here \pause is a comma pause. (inserts a 120ms 'comma intonation' pause between
"Here" and "is")
●
Here \pause , is a comma pause. (leaves unaltered the 'comma pause' between "Here"
and "is")
●
Here \pause. is a conclusion pause. (inserts a 500ms 'conclusion' pause between "Here"
and "is")
●
Here \pause? is a question pause. (inserts a 500ms 'question' pause between "Here" and
"is")
Pause duration
When followed by a punctuation mark, forces the duration of the corresponding pause to <num>
milliseconds. In absence of punctuation, inserts a 'comma intonation' pause of <num>
milliseconds.
\pause=<num>
sets to <num> milliseconds the duration of the following
pause
Example:
●
This \pause=10 , is a comma pause. (reduces to 10ms the following 'comma intonation'
pause)
●
This \pause=10, is a comma pause. (reduces to 10ms the following 'comma intonation'
pause)
●
This \pause=10 is a comma pause. (inserts a 10ms 'comma intonation' pause)
●
No final pause \pause=0 . (eliminates the final silence, while keeping the conclusion
intonation)
ANS Operations guide
July 2012
73
Appendix B: Some useful Loquendo Text To Speech Controls
74
ANS Operations guide
Comments? [email protected]
July 2012
Index
A
ANS
Overview . . . . . .
ANS Management Portal
Log in . . . . . . . .
Logoff . . . . . . . .
Audience . . . . . . . .
. . . . . . . . . . . . . . 9
. . . . . . . . . . . . . . 15
. . . . . . . . . . . . . . 15
. . . . . . . . . . . . . . 9
E
Escalation
Adding a group in a sequence . . . . . . . . . . 27
Adding a user in a sequence . . . . . . . . . . . 27
Adding an sequence . . . . . . . . . . . . . . . 27
G
Group
Adding a dynamic group .
Adding a static group . . .
Adding a super group . .
Adding an IP Phone group
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
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.
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.
.
. 24
. 23
. 25
. 24
I
Inbound call trigger
Single scenario . . . . . . . . . . . . . . . . . 53
M
Message
Adding a question . . . . . . . . . . . . . . . . 34
Adding an answer . . . . . . . . . . . . . . . . 35
N
Navigation buttons
Changing locale . . . . . . .
Changing partition . . . . . .
Notification
Adding a group as a recipient .
Adding a user as a recipient .
Changing the scenario owner .
Notification message
End . . . . . . . . . . . . .
ANS Operating guide
. . . . . . . . . . 16
. . . . . . . . . . 16
. . . . . . . . 42, 43
. . . . . . . . . . 42
. . . . . . . . . . 44
. . . . . . . . . . 48
June 2012
75
Index
R
Role
User. . . . . . . . . . . . . . . . . . . . . . . 11
76
ANS Operating guide
Comments? [email protected]
June 2012
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