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Avaya Aura™ Contact Center
CPSEE_TSP500
User Guide
This document is confidential and proprietary to SER Solutions and is not for external use.
NN44400-604
Document status: Standard
Document issue: Version 4.0
Document date: 16 July 2010
Product release: Release 6.0
Job function: Administration
Type: Technical Publication
Language type: English
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© 2004-7 by SER Solutions, Inc. ("SER"). All rights reserved. This information includes con- Copyright fidential and trade secret information of SER Solutions and may not be distributed or dis- closed without the prior written consent of SER Solutions. All information in this document is subject to change without notice and does not represent a commitment on the part of SER Solutions. No part of this publication may be repro-duced, transmitted, transcribed, stored in a retrieval system, or t
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Table of Contents Table of Contents Chapter 1 Overview ........................................................................... 1-1 Introduction to This Guide............................................................................ 1-2 Document Conventions................................................................................ 1-3 Introduction to the CPSEE_TSP500 ............................................................ 1-4 CPS_TSP500 System and Upgrades ........................
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Table of Contents Quit...............................................................................................................3-3 Activating the CPSEE_TSP500....................................................................3-3 Admin Terminal ............................................................................................3-4 The TSP Configuration Menu....................................................................... 3-5 Accessing the Dialing Rules........................
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Table of Contents Unrestricted Manual Dial - Feature ............................................................4-23 Digital Station Dials - Enhancement ..........................................................4-23 Redials of Incompletes - Feature ...............................................................4-23 Answering Machine Enhancements........................................................... 4-25 Detecting Beeps on Answering Machines - Feature ..................................4-25
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Table of Contents PARK..........................................................................................................5-16 PLAY ..........................................................................................................5-16 POISSON ..................................................................................................5-16 PREP..........................................................................................................5-18 QCHECK (qc)..............
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Table of Contents trunks.cnf ..................................................................................................... 6-3 tsp.cnf (Dialing Rules).................................................................................. 6-4 Building Dialing Rules Tutorial ..................................................................... 6-5 Key Words of Dialing Rules..........................................................................6-5 Chapter 7 The TSP Configuration Tool.........
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Table of Contents TSP Control.................................................................................................. 8-7 Notes............................................................................................................8-7 Events .......................................................................................................... 8-9 TspRelay.................................................................................................... 8-12 Supported Key Words
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Chapter 1 Overview This chapter provides an overview of this document, document conventions, and CPSEE_TSP500. It contains the following sections: • Introduction to This Guide • Document Conventions • Introduction to the CPSEE_TSP500 • CPS_TSP500 System and Upgrades •System Capacity • The CPS_TSP500 Telephony Cards • TSP System Connections CPSEE_TSP500 User Guide Version 4.0 Page 1-1 This document is confidential and proprietary to SER Solutions and is not for external use.
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Chapter 1 Overview Introduction to This Guide The CPSEE_TSP500™ User Guide is intended for use by SER Solutions support personnel and administrators. It describes the various menu options, and how to navigate through the menus. It also includes terminal commands and configuration information. Page 1-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
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Chapter 1 Overview Document Conventions This guide uses the following conventions. Any screen fields, buttons, tabs, or other controls that you can manipulate are printed in bold type. Keys that you press on the keyboard are also printed in bold type. For example: Press the Exit button. Press the Enter key. Keyboard keys that you must press simultaneously are printed in bold type and separated by a hyphen (-). For example: Press Ctrl - C. Instructions that require you to use the menu bar star
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Chapter 1 Overview Introduction to the CPSEE_TSP500 The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations The TSP 500 can support multiple inbound and outbound campaigns up to ninety-six in total, depending on the adjunct, the actual usable number may be less. Currently CPSEE_T
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Chapter 1 Overview CPS_TSP500 System and Upgrades CPS_TSP500 consists of three major components including the CPS_TSP500 Application software, NMS drivers and the TSP500 Configuration Tool. This version operates on Red Hat Enterprise Linux Version 3 only. TSP500 Systems being upgraded from version CPS_TSP500.02 or earlier will require a pre-loaded processor card which includes Red Hat Enterprise Linux Version 3, NMS NA2004-1, and CPS_TSP500.03.000 or later. All TSP500 systems configurations
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Chapter 1 Overview System Capacity The CPS_TSP500 System uses telephony cards, supplied by NMS (Natural Micro Systems), for domestic and international configurations. There are sev- eral factors involved in determining a system’s capacity. Slots There are up to six cPCI slots available for configuring the CPS_TSP500 Sys- tem. Type of Cards Different combinations of telephony cards determine the TSP System’s capacity. Ports on the Circuit Cards The NMS T1/E1 Card provides eight or sixteen T1/E1
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Chapter 1 Overview The CPS_TSP500 Telephony Cards Standard telephony cards for the CPS_TSP500 include three models. Table 1-2: TSP500 Telephony Cards E1 Model Name Description T1Systems Systems CG 6500C-0L/8TE: 8 Trunk T1/E1 card, 32 DSP X X Cores. CG 6500C/64-0L/8TE: 8Trunk T1/E1 card, 64 DSP X Cores. CG 6500C/64-0L/16TE: 16 Trunk T1/E1 card, 64 DSP X Cores. Note: It is important to understand that even though each of the standard Telephony cards used in the CPS_TSP500 has the ability
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Chapter 1 Overview TSP System Connections Monitor and Keyboard Connections Connect a standard 102 key PC keyboard to the connector on the rear of the CPU Card. Connect a standard VGA monitor to the 15-pin D style connector on the rear of the CPU Card. Agent Telephone Connections There are various methods to connect agent phones to the TSP. The CPS_TSP500 does not have an integrated analog interface. All agent connec- tions are made using a T1/E1 interface. This means that all agent connection
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Chapter 2 TSP User Procedures This section includes the following: • Shutting Down The CPSEE_TSP500 • Rebooting the CPSEE_TSP500 • Starting and Stopping The CPSEE_TSP500 • Auto Booting the TSP • Setting the Time/Date on the TSP CPSEE_TSP500 User Guide Version 4.0 Page 2-1 This document is confidential and proprietary to SER Solutions and is not for external use.
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Chapter 2 TSP User Procedures Shutting Down The CPSEE_TSP500 To shutdown and Power Off the TSP do the following: 1. Log into “tspshutdown” (password is “tspshutdown”) 2. Answer “y” to the question to Shutdown. This will cause the Processor Board in the TSP to shutdown. 3. When the screen goes blank, you can power down the TSP. Page 2-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
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Chapter 2 TSP User Procedures Rebooting the CPSEE_TSP500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following: 1. Login to “tspreboot” ( password is “tspreboot”) 2. Answer “y” to the questions to reboot. If configured for “Auto Start”, the CPSEE_TSP500 application should automatically start when powered-up or rebooted. The following will explain how to start and stop the TSP manually without rebooting: CPSEE_TSP500 User Guide Version 4.0 Page 2-3 This document is confid
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Chapter 2 TSP User Procedures Starting and Stopping The CPSEE_TSP500 Starting The TSP From The menu From the TSP User Interface, 1. Select “Admin_Terminal” 2. If TSP was just started – give it time to initialize before using the TSP. (around 1 minute) To Exit the Admin_Terminal From the TSP500 Admin terminal, Type quit. To Stop the CPSEE_TSP500 From the TSP500 Admin terminal 1. Select the “AdminTerminal” 2. Type “stoptsp” 3. Answer “yes” to the question: “Are you sure you want to shutdown the
