A link between one or more IVR systems and a host mainframe. In the system documentation, the 3270 interface specifically means the link between one or more system machines and an IBM host mainframe.
An authentication tool that secures logins. ASG uses an authentication protocol to confirm the validity of users and reduce the opportunity for unauthorized access. Successful authentication is accomplished when ASG-enabled devices communicate with compatible keys. The authentication transaction consists of a challenge (essentially a random number), followed by the receipt of a response entered by the user. Interception of the challenge or the response does not compromise the security of the system, as the relevance of the authentication token used to perform the challenge and response is limited to the current challenge and response exchange.
A response that the platform (using the alarm and remote maintenance feature) takes to one or more events, depending on its configuration. For a major alarm, for example, the platform speaker could sound, contacts could close to sound a local alarm, and a panic call to INADS could be initiated. Each of these responses is considered an action.
The set of configured actions taken in response to an event and its severity level.
Products (for example, the Adjunct/Switch Application Interface) that the system administers via cut-through access to the inherent management capabilities of the product itself. This is in opposition to the ability of the system to administer the switch directly.
An optional feature package that provides an Integrated Services Digital Network (ISDN)-based interface between Avaya PBXs and adjunct processors.
A speech recognition ability that allows the system to understand WholeWord speech recognition and Natural Language Speech Recognition (NLSR) inputs from callers.
A business organization that Avaya controls or with which Avaya is in partnership.
A system message generated when the Avaya IR system reports a problem.
A list of alarms that represent all of the active or resolved problems on a system. The alarm log can be accessed either locally or remotely.
A system process that responds to patterns of events logged by the logdaemon process.
A message the system plays to the caller to provide information. The caller is not asked to give a response.
Software that executes logical control over what happens during a call. Applications are compiled from TAS language scripts or VoiceXML objects that are written by application developers, who typically use Avaya IVR Designer. C language implementations of IRAPI may also be used as applications.
Each application can lie dormant on the platform until an IRAPI command is executed to start the application. The application then integrates with others using IRAPI functions and sharing common external functions. The system supports third party packages from various vendors.
The component of the system that provides access to the available applications and helps you manage and administer them.
A two-step process in which the system invokes the TSM script assembler for the specific application name and moves files to the appropriate directories.
The computer program that controls the application (the transaction between the caller and the system). The system provides several methods for creating application scripts, including Avaya IVR Designer, transaction assembler script (TAS) language, VoiceXML, and the Intuity Response Application Programming Interface (IRAPI).
A process in which Avaya IVR Designer simulates the behavior of an application as it is expected to behave on the system. It is useful as a debugging tool.
A process in which Avaya IVR Designer verifies that all the components needed by an application are complete.
An ASAI domain is an entity that can be controlled or monitored, such as an extension number used by an ACD split or an ACD agent, or a Vector Directory Number (VDN).
ASAI parameters specify the following:when the Connect event is reported to the A_Event external function in the application assigned to an ACD, VDN, or CTL type domain, the level of detail to be used with the trace command, the IP address or host name of the MAPD, and the Node ID of the Avaya IR system as administered on the MAPD.
A development environment that allows you to design applications on a Windows-based PC, using a graphical user interface (GUI) that you can customize. This tool allows you to develop applications by specifying the details of interaction between the system and its callers. Avaya IVR Designer features standard Windows operations, with right-click menus and enhanced cut, copy, and paste capabilities. It can be used to create TAS and VoiceXML applications.
Testing that runs continuously when the system is not busy doing other tasks.
Using a utility that makes an archive copy of a completed application or an interim copy of an application in progress. The backup copy can be restored to the system if the online version is damaged, or if you make revisions and want to go back to the previous version.
A capability provided by WholeWord speech recognition and Natural Language Speech Recognition (NLSR) that allows callers to speak or enter their responses during the prompt and have those responses recognized.
The process of connecting one telephone network connection to another. Bridging decreases the processing load on the system since an active bridge does not require speech processing, database access, host activity, and so on, for the transaction.
A software process that accumulates generic call statistics and application events.
The party who calls for a service, gets connected to the system, and interacts with it. Because the system can also make outbound calls for service, the caller can also be the person who responds to those outbound calls.
A group of channels typically associated with a telephony board. Voice over IP (VoIP) also groups channels into VoIP cards that have a common configuration.
Administrable characteristics of a feature configuration that apply to specific cards.
1. A path of communication between two points. 2. An abbreviation for communication channel. See also communication channel.
An Avaya system installed in the same physical location as the host switch.
Two or more adjuncts that are serving the same switch (that is, each has a connection to the switch) or that are serving different switches but can be networked through a direct RS-232 connection due to their proximity.
A numbering system for telecommunications equipment used by Avaya. Each comcode is a nine-digit number that represents a specific piece of hardware, software, or documentation.
A path of communication between two points. Communication channels are the specific means of communicating information between parties in a CRM environment. Communication channels are distinguished by having one or more hardware, software, or network requirements that are unique. Separate channels may share the same type of content (text, audio, video, image) or immediacy (live or delayed). Examples of communication channels include PSTN Voice, VoIP, Chat, Email, FAX, Document, Instant Messaging, and Voice Mail.
An Avaya IVR Designer external function or a Script Builder external action that supports the call vectoring (routing) feature by enabling the switch to retain control of vector processing in the system environment. It supports the converse vector command to establish a two-way routing mechanism between the switch and the system to facilitate data passing and return.
A utility in which information from a source application is directed into the destination application.
A cron job that periodically copies data from CDH files to a database or text file and then deletes the CDH files.
See custom vocabulary.
Unique words or phrases to be used in system voice prompts that Avaya records on a per-customer basis.
A specialized package of unique words or phrases created on a per-customer basis and used by WholeWord speech recognition.
One of the options the Avaya customer has for requesting support or repair service for a platform.
Part of the operating system that manages resources for running applications (for example, IND$FILE). Note that TSO and CMS provide analogous functionality in other host environments.
A software process that communicates with interactive voice response (IVR) applications.
The owner of a channel when no process takes ownership of that channel. The default owner holds all idle, in-service channels. In terms of the IRAPI, this is typically the Application Dispatch process.
The ability to collect and process touchtone inputs in sequence, even when they are received before the prompts.
Dial Pulse Recognition (DPR) is a feature that allows the voice response system to recognize digits dialed by callers using rotary dial telephones.
A capability provided by touchtone and dial pulse recognition that allows callers to enter their responses during the prompt and have those responses recognized.
Dialout parameters determine how and why the system uses its external modem to transmit alarm messages.
The operating state in which the board is inoperable because it failed its built-in self-test (BIST).
A data terminal with a screen and keyboard used for displaying screens and performing maintenance or administration activities.
A process in which files are requested and sent from an external location to the local system.
See Dial Pulse Recognition.
A system that allows speech phrases to be displayed and edited by a user.
See Electronic Data Unit.
An in-memory container for storing a set of data about a contact that enables IC to identify, handle, and report on that contact.
The software used to perform speech recognition or text-to-speech functions. Usually used with reference to proxy software and systems. See also Proxy Text-to-Speech (PTTS) and Natural Language Speech Recognition (NLSR).
The speech package available in several languages containing simple words and phrases produced by Avaya for use with the system. This package includes digits, numbers, days of the week, and months, each spoken with initial, medial, and falling inflection. The speech is in digitized files stored on the hard disk to be used in voice prompts and messages to the caller. This feature is also called standard speech.
One or more channels on a telephony board.
A group of channels that have the same configuration. When an equipment group is selected by an application, the system assigns an available channel from the group.
The condition of equipment in terms of what can be done with it. Examples include: inserv, foos, manoos.
A text message that is transmitted to INADS when a configured event occurs, usually when an event counter passes a certain amount or another threshold is passed.
The list of configured actions to be taken in response to certain events.
Specific pre-defined (or customer-created) system tasks that Script Builder can call or invoke to interact with other products or services. When an external action is invoked, the systems displays a form that provides choices in each field for the application developer to select. Examples are Call_Bridge, Make_Call, SP_Allocate, SR_Prompt, and so on. In Avaya IVR Designer, external actions are called external functions.
Specific pre-defined (or customer-created) system tasks that Avaya IVR Designer can call or invoke to interact with other products or services. The function allows the application developer to enter the arguments for the function to act on. Examples are concat, getarg, length, substring, and so on. In Script Builder, external functions are called external actions.
An optional feature that allows administration of faxes on the system.
A function or capability of a product or an application within the system.
A standard system software program that allows a user to perform self-tests of critical hardware and software functionality.
A backup that includes copies of every file on the system.
The Avaya Definity or MultiVantage used for Voice over IP (VoIP).
The inputs that a recognizer can match (identify) from a caller.
A software program that resolves or blocks the allocation of CPU and memory resources for controlling and optional circuit cards.
An application programming interface that allows a user to write custom applications that can communicate with a host computer via an API.
A channel that either has no owner or is owned by its default owner and is onhook.
Fax from the current port running the fax application.
A company that has an agreement with Avaya to develop software to work with the system to provide additional features required by customers.
A table that, unlike a non-indexed table, can be searched via a field name that has been indexed.
A computer-aided maintenance system used by remote technicians to track alarms.
IRAPI is a C-language interface for developing system applications for speech processing and telephony functions. IRAPI is an Avaya application programming interface (API) that communicates with UNIX, the ORACLE RDBMS, and other applications. Application developers who know C-language programming can easily develop custom APIs.
The state information about channel activities maintained by the IRAPI.
An ASCII catalog that lists the contents of one or more talkfiles. Each application script is typically associated with a separate listfile. The listfile maps speech phrase strings used by application scripts into speech phrase numbers.
The action of gaining access, or signing in, to a computer system or application by providing the system with a means of authenticating the identity of the actor wishing to gain access. A login ID and password are typical credentials used for authentication.
The process of gaining access, or signing in, to a computer system or application. The login process typically involves the authentication of the user's login ID and password.
A name or identifier that, when combined with a password, uniquely identifies a user to a system or application.
A software process that runs temporary diagnostics and maintains the state of circuit cards and channels.
An event that an application can ignore (that is, the application can request not to be informed of the event).
A group of physical slices (disk partitions) that appear to the system as a single logical device. Metadevices are pseudo, or virtual, devices in standard UNIX terms. Metadevice names begin with the letter d. A metadevice is also called a submirror.
A mirror replicates data by maintaining multiple copies. Mirrors are logical storage devices that copy their data to other logical storage devices called submirrors.
An advanced type of speech recognition. Like WholeWord speech recognition, NLSR can recognize particular words and phrases, but it can also interpret and assign meaning to those words and phrases. NLSR can also recognize natural numbers and currency amounts. Because of the greater vocabulary and grammar requirements associated with NLSR, it works best with an external speech recognition or proxy server.
A mirror that consists of only one submirror.
An implementation of speech recognition supported by SpeechWorks. Also called OSS. Note that VoiceXML uses OSS.
When the system experiences a problem, the platform remote maintenance feature calls predetermined telephone numbers and report the problem.
A backup that includes copies of only some files. The files that are included can be those files that have changed or been created during a restricted period of time, those files in a specified directory, or those files specified by a file list. A file list is a file that contains a list of files, one per line.
The rejection of unrecognized speech. The WholeWord speech recognition and Natural Language Speech Recognition (NLSR) packages can be programmed to re-prompt the caller if the system does not recognize a spoken response.
An identification number associated with a particular phrase in a speech pool.
A string of up to 50 characters that identifies the contents of a speech phrase used by an application.
1. A connection or link between two devices that allows information to travel to a desired location. 2. The process of enabling one software platform to use software or applications that are used on another software platform.
A message played to a caller that asks the caller for a response. A prompt may present a choice of selections in a menu or ask for an open response.
A message played to a caller that asks the caller for a response. The caller input is collected and the application progresses.
A server external to the system used in a client-server configuration to perform processor-intensive functions, such as Natural Language Speech Recognition (NLSR) or text-to-speech. See also Proxy Text-to-Speech (PTTS).
The capability to do text-to-speech processing using one or more auxiliary computers that are connected to the system in a client-server configuration.
Multi-Frequency Compelled R2 is a signaling protocol and licensed feature.
The type of input the recognizer can understand. Available types include touchtone and Advanced Speech Recognition (ASR). ASR includes WholeWord speech recognition and Natural Language Speech Recognition (NLSR).
The part of the system that compares caller input to a grammar to correctly match (identify) the caller input.
The component of the system that provides access to system reports, including call classification, call data detail, call data summary, message log, and traffic reports.
The set of instructions for the system to follow during a transaction.
An optional software package that provides a menu-oriented interface designed to assist in the development of custom voice response applications on the CONVERSANT system. Script Builder applications cannot be created on Avaya IR systems, but those developed on CONVERSANT systems may be ported to Avaya IR systems (see Migration).
1. An application that can be assigned to one or more channels. 2. The state of a channel where transactions can be done on the channel.
A database table that is used in more than one application.
Speech that is a part of more than one application.
A parameter that allows the user of a voice application to share speech components with other applications.
The system from which you are upgrading (that is, your system as it exists before you upgrade).
The amount of energy in an audio signal. Literally translated, it is the output level of the sound in every phonetic utterance.
The linear representation of voltage on a line. It reflects the sound wave amplitude at different intervals of time. This envelope can be plotted on a graph to represent the oscillation of an audio signal between the positive and negative extremes.
A file containing an encoded speech phrase.
A collection of several talkfiles. The filesystem is organized into 16 KB blocks for efficient management and retrieval of talkfiles.
The process of creating WholeWord speech recognition algorithms by collecting thousands of different speech samples of a single word and comparing them all to obtain a statistical average of the word. This average is then used by a WholeWord speech recognition program to recognize a single spoken word.
A continuous speech segment encoded into a digital string.
The ability of the system to understand spoken input from callers.
An area that contains all digitized speech used for playback in the applications loaded on the system.
The speech package available in several languages containing simple words and phrases produced by Avaya for use with the system. This package includes digits, numbers, days of the week, and months, each spoken with initial, medial, and falling inflection. The speech is in digitized files stored on the hard disk to be used in voice prompts and messages to the caller. This feature is also called enhanced basic speech.
A standard package of simple word speech models provided by Avaya and used for WholeWord speech recognition. These phrases include the digits zero through nine, yes, no, and oh, or the equivalent words in a specific language.
A database that stores information on disk about the configuration and state of disk mirroring. Changes you make to the disk mirroring configuration are tracked automatically. Creating a new submirror is an example of a configuration change. A submirror failure is an example of a state change.
A metadevice that is part of a mirror.
Sun Validation Test Suite. Sun software for the Avaya IR platform that controls alarm and maintenance functions.
The component of the system that enables you to define the interaction between the system and switches by allowing you to establish and modify switch interface parameters and protocol options.
The person assigned the responsibility of monitoring all system software processing, performing daily system operations and preventive maintenance, and troubleshooting errors as required.
An event or alarm generated by either the system or an end-user process.
A component of the system that tests to verify that each incoming telephone line and its associated circuit card are functional. Through the System Monitor component, you can see displays of the Voice Channel and Host Session Monitors.
Administrable characteristics of feature configuration that apply to all related parts of the system.
An ASCII file that contains the speech phrase tags and phrase tag numbers for all the phrases of a specific application. The speech phrases are organized and stored in groups. Each talkfile can contain up to 65,535 phrases, and the speech filesystem can contain multiple talkfiles.
The part of the hardware platform that communicates directly with a telephony network by converting signals from the telephony network into data, and converting data into signals that can be recognized by the telephony network.
A computer that connects a LAN with a PBX or other telephony device. Also called Tserver.
An optional feature that allows an application to play speech directly from ASCII text by converting that text to synthesized speech. The text can be used for prompts or for text retrieved from a database or host, and can be spoken in an application with prerecorded speech.
A label or identifier in application source code that is used to determine migration issues. Tokens fall into one of three broad categories: function name, parameter name, or shell command name. For more information, see Migration.
A command that can be used to monitor the execution of an application script.
An interaction (exchange) between the caller and the voice response system. A transaction can involve one or more telephone network connections and voice responses from the system. It can also involve one or more of the system optional features, such as speech recognition.
Transaction Assembler Script (TAS) is an assembly-type instruction language consisting of a sequence of instruction calls run within the generic TSM software that manages the low-level interactions required to operate the system. At any time, TAS can be used to assemble, load, change, or replace a script without affecting the other scripts running on TSM or other IRAPI programs running the system. TAS applications can be created using the Avaya IVR Designer tool.
A multi-channel IRAPI application that runs applications controlled by TAS code.
A means of having a switch connect together two independent callers who are on ISDN PRI trunks.
Uniform Resource Identifier (URI) is the generic set of all names and addresses which are short strings that refer to objects (typically on the internet). The most common kind of URI is a Uniform Resource Locater (URL).
See Uniform Resource Identifier.
See Sun VTS.
A channel that is not associated with an interface to the telephone network (T1, LSE1/LST1, or PRI). Virtual channels are intended to run data-only applications which do not interact with callers but may interact with DIPs. Voice or network functions (for example, coding or playing speech, call answer, origination, or transfer) do not work on a virtual channel. Virtual channel applications can be initiated only by a virtual seizure request to TSM from a DIP.
A channel that is associated with an interface to the telephone network (T1, E1, LSE1/ LST1, or PRI). Any system application can run on a voice channel. Voice channel applications can be initiated by being assigned to particular voice channels or dialed numbers to handle incoming calls or by a soft seizure request to TSM from a DIP or the soft_szr command.
A type of communication channel where real time voice communications are transmitted over an internet protocol network.
A company licensed to purchase voice processing equipment to sell based on their own marketing strategies.
A software process that transfers digitized speech between system hardware and data storage devices (for example, hard disk, and so on).
A computer connected to a telephone network that can play messages to callers, recognize caller inputs, access and update a databases, and transfer and monitor calls.
The means by which you are able to administer both voice-related and nonvoice-related aspects of the system.
See Voice over IP.
The ability to recognize an entire word, rather than just the phoneme or a part of a word.
An optional feature, available in several languages, based on whole-word technology that can recognize the numbers one through zero, yes, and no (the key words). This feature is reliable, regardless of the individual speaker. This feature can identify the key words when spoken in phrases with other words. A string of key words, called connected digits, can be recognized. During the prompt announcement, the caller can speak or use touchtones.
A unique utterance understood by the recognizer.
The ability to search through extraneous speech during a recognition.