(3.11 - 3.12) IVG configuration guide

Configuring your environment for IVG

Use the following guides to configure integration-specific settings for your Interactive Voice Gateway (IVG) installation:

IntegrationGuides
AvayaAvaya Inbound Configuration
Avaya VDN Routing Configuration Standards
Avaya UUI Routing Treated Voice Segment Configuration Standards
GenesysGenesys CIM and URS
CiscoCisco Config in Configuration Manager
Cisco UCCE Inbound Call Scripting
Cisco Outbound Call Scripting

Configuring VIS for IVG

The VXML Interaction Server (VIS) is automatically installed along with the Interactive Voice Gateway (IVG). After installing IVG, use the following procedures to configure VIS.

VIS toolkit.properties file

The toolkit.properties file for VIS contains various information such as the properties used to configure the VIS published to the local Tomcat server. This file is located in the ...\etc\VirtualHold directory and can be replaced using normal file copy procedures. No restart is required.

VIS.war file

The VIS.war file contains the default VIS application. This file and the VIS voice files are required to successfully install VIS. The VIS.war file is located in the ...\usr\local\Tomcat7\webapps directory. To replace this file:

  1. Back up the current Apache Software Foundation directory.
  2. Stop the Apache Tomcat service.
  3. Navigate to the \Tomcat\webapps directory and delete the unpacked .war file as well as the zipped .war file.
  4. Navigate to the \Tomcat\work\Catalina\localhost directory (this is the cache directory) and delete the unpacked .war file
  5. Paste the new .war file (ensuring it has the same name as the previous .war file) into the Tomcat7\webapps directory.
  6. Start the Tomcat service. This automatically expands out the .war file into the appropriate directories.
  7. Verify that the new .war file was pulled to the cache in Tomcat\work\Catalina\localhost.

VIS voice files

The VIS voice files contain the default set of voice prompts (.wav files) for supported languages. These files and the VIS.war file are required to successfully install VIS. These voice files are located in the ...\usr\local\Tomcat7\webapps\Voices directory.

To replace the Voices directory:

  1. Back up the current Voices directory.
  2. Stop the Apache Tomcat service.
  3. Navigate to the \Tomcat\webapps directory and delete the Voices directory as well as any existing zipped voice files.
  4. Paste the new Voices directory into the Tomcat7\webapps directory.
  5. Start the Tomcat service.

To replace individual voice files:

  1. Back up the current Voices directory.
  2. Stop the Apache Tomcat service.
  3. Navigate to the \Tomcat\webapps\Voices directory and delete the individual voice file to be replaced.
  4. Paste the new voice file into the Tomcat7\webapps\Voices directory.
  5. Start the Tomcat service.

VIS Log Files

The VIS log files record the messages generated by the VIS application and are located in the \usr\local\Tomcat7\logs directory.

Holly Log Files

The Holly log files record the messages generated by the Holly system and are located in the ...\export\home\holly\logs directory.

IVG External Media Files

A client's collection of voice files can reside on a media server separate from VIS in systems using Interactive Voice Gateways (IVGs). The external voice project can be edited independently outside of Eclipse and then deployed to the server without building a new VXML project or .war file. This allows for quicker deployment and easier customization of the voice files.The standard procedures for using external voice files are described in the Customizing External Media Files topic within the VXML Interaction Server Installation Guide or VXML Interaction Server Configuration Guide. One difference in systems using IVGs is that voice files are located in the .../usr/local/tomcat7/webapps/voices directory within the IVG directory structure. Other than this difference, VIS and the accompanying external voice files are utilized in the standard manner.

VIS to Platform Toolkit (PTK) Configuration

To configure VIS with PTK from the toolkit.properties file:

  1. Locate the PTK toolkit.properties file

    1. Default location is etc/Virtual Hold/toolkit.properties

  2. Edit the following line of code in the toolkit.properties file:com.virtualhold.toolkit.baseurl+http://location/VHTPlatformWS-v5/Where:location - IP address of the Management Instance server containing the PTK.

  3. Verify the following lines of code are automatically set as shown to enhance Answering Machine Detection (AMD) performance:com.virtualhold.toolkit.hvp.amd.url=/vht-ivg/amdRecord.jspcom.virtualhold.toolkit.hvp.amd.finalsilence=1scom.virtualhold.toolkit.hvp.amd.asrengine=dtmfcom.virtualhold.toolkit.hvp.amd.sensitivity=0.4com.virtualhold.toolkit.hvp.amd.maxspeech=20scom.virtualhold.toolkit.hvp.amd.maxinitialsilence=3scom.virtualhold.toolkit.hvp.amd.lifethreshold=4.0

  4. Save the toolkit.properties file. These changes immediately take effect without a restart.

  5. Repeat Steps 1 - 4 on each VIS/IVG server.

Other Configuration

Provisioning the Holly Voice Platform (HVP)

Provisioning the voice platform is a configuration step that enables the voice platform to place calls. The provisioning is performed by the Interactive Voice Gateway (IVG) installer process, and provisioning can also be performed post-installation.

The IVG voice platform uses a hierarchy of system partitioning, and requires adding the following components:

  • Service Provider - Service Provider for the platform that manages the Affiliate and Applications
  • Affiliate - owner of the Applications running on the system, and managed by the System Provider
  • Applications - individual Applications running on the system, managed by the Affiliate. Applications include:
    • Inbound
    • Outbound
    • Agent Priority
    • Outreach
    • Prompt Recorder

IVG employs a centralized management feature that requires adding only one Service Provider and Affiliate, regardless of the number of IVG instances. The provisioned applications are available to each IVG instance.

Before you begin

  • Install IVG on each VM in the deployment.
  • If provisioning for Outreach, verify your system is licensed for this feature. Contact your VHT® representative to verify licensing terms.

Adding the Service Provider

The Service Provider for the voice platform manages the affiliate and any provisioned applications.

Use the following instructions to create a new Service Provider OR update an existing Service Provider:

Service Provider editor

To create or edit the VHT service provider:

  1. Log in to the management system and navigate to Administration > Service Providers.
  2. Populate each field of the Select Service Provider section using the following table for descriptions and default values: