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James Chamberlain
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William Harrison
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Note: Before using this information and the product it supports, read the information in Notices on page v.
Contents
Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
The team that wrote this Redpaper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii
Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Chapter 1. Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 WebSphere Voice Server for Multiplatforms
V5.1.1 and V5.1.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2 WebSphere Voice Server overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2.1 WebSphere Voice Server V5.1.1/V5.1.2 features. . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2.2 Overview of WebSphere Application Server Network Deployment. . . . . . . . . . . . . 5
1.2.3 WebSphere Application Server with IBM HTTP Server . . . . . . . . . . . . . . . . . . . . . 5
1.2.4 WebSphere Edge Server Load Balancer component . . . . . . . . . . . . . . . . . . . . . . . 6
1.2.5 WebSphere Deployment Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.2.6 Tools and Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.2.7 Interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.3 Overview of Genesys Voice Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.3.1 High level architecture design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.3.2 Typical Interactive Voice Response scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 2. Requirements, planning, and installation . . . . . . . . . . . . . . . . . . . . . . . . . .
2.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.2 Telephony and Interactive Voice Response Architecture . . . . . . . . . . . . . . . . . . . . . . .
2.2.1 Basic deployment topology without Genesys CTI. . . . . . . . . . . . . . . . . . . . . . . . .
2.2.2 Advanced deployment topology without Genesys CTI . . . . . . . . . . . . . . . . . . . . .
2.2.3 WebSphere Edge Server Load Balancer topology . . . . . . . . . . . . . . . . . . . . . . . .
2.3 WebSphere Voice Server V5.1.x requirements, planning, and installation . . . . . . . . . .
2.3.1 Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.3.2 Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.4 Genesys Voice Portal Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.4.1 Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.4.2 Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.5 Genesys Studio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.5.1 Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2.5.2 Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
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Notices
This information was developed for products and services offered in the U.S.A.
IBM may not offer the products, services, or features discussed in this document in other countries. Consult
your local IBM representative for information on the products and services currently available in your area.
Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM
product, program, or service may be used. Any functionally equivalent product, program, or service that does
not infringe any IBM intellectual property right may be used instead. However, it is the user's responsibility to
evaluate and verify the operation of any non-IBM product, program, or service.
IBM may have patents or pending patent applications covering subject matter described in this document. The
furnishing of this document does not give you any license to these patents. You can send license inquiries, in
writing, to:
IBM Director of Licensing, IBM Corporation, North Castle Drive Armonk, NY 10504-1785 U.S.A.
The following paragraph does not apply to the United Kingdom or any other country where such provisions
are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS
PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT,
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of
express or implied warranties in certain transactions, therefore, this statement may not apply to you.
This information could include technical inaccuracies or typographical errors. Changes are periodically made
to the information herein; these changes will be incorporated in new editions of the publication. IBM may make
improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time
without notice.
Any references in this information to non-IBM Web sites are provided for convenience only and do not in any
manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the
materials for this IBM product and use of those Web sites is at your own risk.
IBM may use or distribute any of the information you supply in any way it believes appropriate without
incurring any obligation to you.
Information concerning non-IBM products was obtained from the suppliers of those products, their published
announcements or other publicly available sources. IBM has not tested those products and cannot confirm the
accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the
capabilities of non-IBM products should be addressed to the suppliers of those products.
This information contains examples of data and reports used in daily business operations. To illustrate them
as completely as possible, the examples include the names of individuals, companies, brands, and products.
All of these names are fictitious and any similarity to the names and addresses used by an actual business
enterprise is entirely coincidental.
COPYRIGHT LICENSE:
This information contains sample application programs in source language, which illustrates programming
techniques on various operating platforms. You may copy, modify, and distribute these sample programs in
any form without payment to IBM, for the purposes of developing, using, marketing or distributing application
programs conforming to the application programming interface for the operating platform for which the sample
programs are written. These examples have not been thoroughly tested under all conditions. IBM, therefore,
cannot guarantee or imply reliability, serviceability, or function of these programs. You may copy, modify, and
distribute these sample programs in any form without payment to IBM for the purposes of developing, using,
marketing, or distributing application programs conforming to IBM's application programming interfaces.
Trademarks
The following terms are trademarks of the International Business Machines Corporation in the United States,
other countries, or both:
AIX
Balance
DB2
Eserver
Eserver
ETE
IBM
ibm.com
Illustra
IntelliStation
Notes
Perform
Rational
Redbooks (logo)
Redbooks
Tivoli
WebSphere
The following terms are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States
and other countries.
Intel (logo)
Intel Dialogic
Intel NetStructure
Intel Xeon
Intel
The following terms are trademarks of the Microsoft Corporation in the United States, other countries, or both:
Microsoft
Microsoft Internet Explorer
Windows Server
Windows
The following terms and all Java-based trademarks and logos are trademarks or registered trademarks of Sun
Microsystems, Inc. in the United States, other countries, or both.
J2EE
JavaBeans
JavaServer Pages
JavaServer
Java
JDK
JSP
JVM
Sun
W3C, World Wide Web Consortium (registered in numerous countries), HTML (generic), HyperText Markup Language
HTML (generic), HyperText Markup Language
HTTP (generic), Hypertext Transfer Protocol
XML (generic), Extensible Markup Language
XHTML (generic), The Extensible HyperText Markup Language
XSL (generic), Extensible Stylesheet Language
Other company, product, and service names may be trademarks or service marks of others.
vi
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Preface
Next generation IBM WebSphere Voice Server V5.1.1 and V5.1.2 products leverage the
power of IBM WebSphere Application Server, IBM's flagship product and leader in the
industry. WebSphere Voice Server V5.1 is the first release of a novel (patent pending)
architecture for speech servers, based on WebSphere Application Server. No other speech
server in the industry can match the on demand capabilities that WebSphere Voice Server is
able to provide as a result of its WebSphere Application Server base. Add the power of the
Java 2 Enterprise Edition (J2EE) platform including the runtime, services, and container
management, and the result is a powerful speech server that integrates into existing IT
infrastructures. Having voice on the same network as visual and data applications greatly
reduces the initial speech investment. It simplifies the management and achieves improved
integration with customer content, a feat that no other speech vendor can match.
The Genesys Voice Platform: Enterprise Edition (GVP:EE) V6.5.5 software product delivers
next generation voice processing that meets advanced call-routing and voice self-service
needs for a contact center enterprise. It utilizes standard Intel NetStructure DM3
architecture hardware for telephony support and a VoiceXML V2.0 compliant browser for
application programming interfaces.
IBMs WebSphere Voice Server V5.1.1/V5.1.2 and the Genesys Voice Platform products
support full open standards using the following:
Speech Recognition Grammar Specification (SRGS) V1.0 for grammars
Semantic Interpretation for Speech Recognition (SISR) for semantic interpretation
Speech Synthesis Markup Language (SSML) V1.0 for Text to Speech markup
Voice eXtended Markup Language (VoiceXML) V2.0 for speech application markup
Media Resource Control Protocol (MRCP) V1 Draft 4 for interoperability between the
Interactive Voice Response (IVR) and speech server
This IBM Redpaper is a guide for integrating IBMs Websphere Voice Server V5.1.1/V5.1.2
and Genesys Voice Platform products.
In this paper, we consider best practices as applied to Voice User Interface (VUI) design. We
implement and deploy a simple voice-enabled application using the Genesys Voice Platform
and WebSphere Voice Server V5.1.1/V5.1.2.
We will demonstrate how to develop, test, and deploy a simple voice-enabled application
using the VoiceXML markup language. We also demonstrate the use of Automatic Speech
Recognition (ASR) and Text to Speech (TTS) voice technologies through examples.
With this paper, you can tailor and configure WebSphere Voice Server and the Genesys
Voice Platform in simple and complex topologies.
We assume you have a basic knowledge of Interactive Voice Response (IVR) systems and
voice-enablement of applications using VoiceXML, Genesys Voice Platform, WebSphere
Voice Server, and WebSphere Application Server.
vii
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Comments welcome
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Preface
ix
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 1.
Introduction
This chapter provides an introduction to IBM's WebSphere Voice Server for Multiplatforms
V5.1.1 and V5.1.2 products with the Genesys Network Edition (formerly called Voice Web
Application Platform) V6.5.4 and Genesys Voice Platform (GVP) Enterprise Edition V6.5.5
products. These products interoperate based upon the Media Resource Control Protocol
(MRCP) Version 1 Draft 4 specification, the speech industry's standard interface for any
speech client such as a VoiceXML browser in any IVR to communicate with a speech server.
Both products strongly support open standards such as VoiceXML V2.0, Speech Recognition
Grammar Specification (SRGS) V1.0, Semantic Interpretation Speech Recognition (SISR)
V1.0, and Speech Synthesis Markup Language (SSML) V1.0. Open standards allow
customers to reach new levels of innovation while continuing to deliver the increased
productivity that is necessary to improve the bottom line.
This chapter contains the following:
Overview of WebSphere Voice Server for Multiplatforms V5.1.x
Overview of Genesys Voice Platform (GVP)
Load balancing
Scalability
Fail over
Recovery
Maintenance
Serviceability
Management
Administration
No other speech server in the industry can match the on demand capabilities that WebSphere
Voice Server is able to provide as a result of its WebSphere Application Server base.
WebSphere Voice Server V5.1.1/V5.1.2 runs as a Java 2 Enterprise Edition (J2EE)
Application inside WebSphere Application Server and the result is a powerful speech server
that integrates into existing IT infrastructures. Having voice applications on the same network
as visual and data applications greatly reduces the initial speech investment. It simplifies the
management and achieves improved integration with customer content, which is a feat that
no other speech vendor can match.
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
To administer, configure, and monitor WebSphere Voice Server you can use these tools:
Administrative console
Command line tools
Scripts
The Administrative Console application is a Web application that runs on a WebSphere
Application Server for administration and monitoring of resources. On a WebSphere Voice
Server, an additional view is added to the Administrative Console to allow monitoring of
speech resources. System administrators can obtain at-a-glance knowledge of their system
by reviewing a single interface. It is also a centralized configuration tool. The console
provides administrators with :
Views of overall system status and detailed status of Automatic Speech Recognition
(ASR) and Text to Speech (TTS) resources
Views of general resources such as system status and free memory
The capability to start and stop the voice servers
Configurability of the ASR and TTS engines, preloaded grammars, lexicons, and installed
voices
Command line tools are provided to start and stop servers, add or remove servers to a cell,
and obtain the status of a server.
The WebSphere Application Server wsadmin tool provides the ability to execute scripts. You
can use the wsadmin tool to manage a WebSphere Voice Server installation, configuration,
application deployment, and server runtime operations. The WebSphere Application Server
supports Jacl, an alternate implementation of the interpreted script language Tool Command
Language (TCL), written in Java.
Support for Semantic Interpretation for Speech Recognition (SISR) - W3C Working Draft
1, dated April 2003
For more information about SISR, visit the following URL:
http://www.w3.org/TR/2003/WD-semantic-interpretation-20030401
Chapter 1. Introduction
For a list of all the currently supported platforms, visit this Web site:
http://www.ibm.com/software/pervasive/voice_server/system_requirements
Supported languages
WebSphere Voice Server V5.1.x supports several different languages. All languages have
been extensively tested with the GVP products. Table 1-1 lists the supported language ASR
and TTS / Concatenative Text to Speech (CTTS) available. WebSphere Voice Server uses the
third generation of CTTS.
Table 1-1 Supported languages for WebSphere Voice Server V5.1.x
Language
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
*Uses UK English CTTS
Canadian French
Yes
Yes
Yes
German
Yes
Yes
Yes
Yes
Yes
Yes
Japanese
Yes
Yes
Yes
Simplified Chinese
Yes
Yes
No
Currently, WebSphere Voice Server V5.1.1 and V5.1.2 have the restriction of one language
for each WebSphere Voice Server machine. We will be updating the list of languages in the
future. Check the IBM WebSphere Voice Server Web site for the most recent list of supported
languages and the current status of the one language restriction.
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
IBM TTS Connector for Genesys GVP for WebSphere Voice Server
The Genesys Network Edition (formerly called Voice Web Application Platform) V6.5.4 and
Genesys Voice Platform Enterprise Edition V6.5.5 support Media Resource Control Protocol
(MRCP) for ASR only. Genesys provides the ability to write a custom dynamic link library to
support TTS. IBM provides a TTS Connector for Genesys CD-ROM that is included in its
WebSphere Voice Server base license media pack. This TTS Connector interfaces with
Genesys but uses the MRCP protocol for accessing the TTS engines on the WebSphere
Server machine.
WebSphere Application Server allows system administrators to use the same administration
capabilities for the user interface or speech components of Tier 1, the customer application
server (e.g. VoiceXML) of Tier 2, and the customer content server (e.g. database) of Tier 3.
Some of the provided features are:
Common Administrative Console
Runtime Error, Warning and Informational Alarms
Ability to enable trace and troubleshoot in real-time
Detailed Runtime panel for seeing CPU and Memory, status of ASR and TTS engines and
their current allocation
Detailed Configuration panel to easily change the most important WebSphere Voice
Server parameters.
Ability to stop and restart WebSphere Voice Servers as needed
Chapter 1. Introduction
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Restriction: The Genesys Voice Platform (GVP) V6.5.5 cannot be used with the
WebSphere Edge Server Load Balancer component for ASR. However, when using GVP
V6.5.5 with the IBM TTS Connector, the WebSphere Edge Server Load Balancer
component is fully supported for TTS.
Voice Server Trace Analysis tool for troubleshooting, analysis and tuning of your speech
applications available in the Voice Toolkit V6.
1.2.7 Interoperability
For WebSphere Voice Server Interoperability, refer to WebSphere Voice Server for
Multiplatforms V5.1.1/V5.1.2 Handbook, SG24-6447 or visit the following URL:
http://www.ibm.com/software/pervasive/voice_server/ivrgateway.html
Registered users can have access to technical documentation and support. For more
information about Genesys documentation and support, or to obtain a user logon, visit the
following URL:
http://genesyslab.com/support
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Voice Communication Server (VCS) handles TDM calls using Intel NetStructure DMV
cards, contains the VoiceXML 2.0 Browser to interpret VoiceXML applications, and ASR
support with MRCP. Each VCS machine can support a maximum of four trunks.
Voice Web Provisioning System (VWPS) uses SQL databases and Sun ONE to store
server configuration, customer information, and application profiles. It also provisions
network servers and voice applications.
Voice Web Manager (VWM) administers and manages all network functions. It has event
collection and event-processing software that produces call detail records for reporting
and billing.
If you are using TTS, then the Text to Speech Advanced Interface Module (AIM) enables
the platform to incorporate third-party TTS technology for use in voice Web applications.
In our case, this allows GVP:NE to utilize the IBM TTS Connector to access the
WebSphere Voice Server TTS support.
If you are using call transfer, then Genesys CTI Server(s)
IBM WebSphere Application Server as the application and Web server hosting VoiceXML,
grammars, audio, and lexicon files
A management workstation is simply a machine with a browser for accessing the various
URLs to configure, administer or monitor the system.
Genesys Voice Platform:Network Edition V6.5.4 using Computer Telephony Interface (CTI) is
illustrated in Figure 1-1 on page 10. The Genesys CTI server shown actually represents a
series of servers providing CTI functionality behind the premise PBX.
Chapter 1. Introduction
10
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 1. Introduction
11
Genesys Voice Platform: Enterprise Edition without Computer Telephony Interface (CTI) is
illustrated in Figure 1-4 on page 13.
12
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 1. Introduction
13
14
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
available options using prerecorded audio files or by performing Text to Speech. The
customer responds using spoken commands. When the required data is collected, the
system performs the transaction and returns the result.
This functionality is achieved through the use of VoiceXML applications. In Genesys Voice
Platform, VoiceXML applications can be developed and deployed using Genesys Studio.
To develop and tune your grammars, use the Voice Toolkit for WebSphere Studio. The Voice
Toolkit for WebSphere Studio has critical grammar and lexicon development utilities as well
as a grammar test tool for rapid grammar development.
Chapter 1. Introduction
15
16
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 2.
17
2.1 Overview
Proper sizing of an IVR system requires some time and a lot of leg work. There is no out of
the box solution that will solve any customers needs for a Voice Self Service system.
Because your customers first question will be What is my return on investment?, it is good
practice to follow this plan:
1.
2.
3.
4.
When you have met these challenges, you can then purchase the hardware and software.
After that, the fun begins. In this chapter, we explore a couple of different architectures,
discuss the software that we install, and then the installation and configuration of that
software.
In planning a voice system using WebSphere Voice Server speech technologies, you must
determine:
The number of ports that need to be supported
The languages required
The Genesys products required and the appropriate configuration
This includes the number of gateway systems you require to connect to WebSphere Voice
Server.
The number of Automatic Speech Recognition (ASR) engines and how many will be active
at any one time
The number of Concatenative Text to Speech (CTTS) engines, and how many will be
active at any one time
The number of machines you require, as a function of the number and speed of the
processors available in each machine
The type of LAN necessary
Note: It is not possible to give definitive information about exactly what size or number of
machines you will need for your Genesys and WebSphere Voice Server system in this
documentation. Only approximate guidelines can be provided, and it is essential that any
implementation be tested with realistic call volumes before it is put into production.
For Genesys guidance about capacity planning for your specific configuration, contact your
Genesys representative.
For WebSphere Voice Server guidance about capacity planning for your specific
configuration, contact your IBM representative.
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
using T-1 for a single IVR or up to a maximum of 120 ports using E-1 for a single IVR. Also
available are the JCT 24 and 48 port Intel Dialogic cards which can only be used behind the
switch as they do not support ISDN line signaling. Please review the Genesys Voice Platform
Enterprise Edition Deployment V6.5 Deployment Guide for more information about these
boards.
Table 2-1 Intel NetStructure combined media boards supported by Genesys GVP:EE V6.5.5
Product
Ports
Network Interface
Signaling
DM/V480A-2T1
48 voice + 60
conferencing
2 T-1
Digital
ISDN PRI
CAS
(robbed bit)
DM/V960A-4T1
96
4 T-1
Digital
ISDN PRI
CAS
(robbed bit)
DM/V600A-2E1
60 voice + 60
conferencing
2 E-1
Digital
ISDN PRI
CAS
(R2MF)
DM/V1200A-4E1
120
4 E-1
Digital
ISDN PRI
CAS
(R2MF)
D/240JCT-T1
Up to 24
1 T-1
Digital
ISDN PRI
CAS
(robbed bit)
D/300JCT-E1
Up to 30
1 E-1
Digital
ISDN PRI
CAS
(R2MF)
D/480JCT-1T1
Up to 24
1 T-1
Digital
ISDN PRI
CAS
(robbed bit)
D/480JCT-2T1
Up to 48
2 T-1
Digital
ISDN PRI
CAS
(robbed bit)
D/600JCT-1E1
Up to 30
1 E-1
Digital
ISDN PRI
CAS
(R2MF)
D/600JCT-2E1
Up to 60
2 E-1
Digital
ISDN PRI
CAS
(R2MF)
19
To learn more information about Intels media processing boards, visit Intels media
processing boards Web page:
http://www.intel.com/design/network/products/telecom/boards/mediaprocessing.htm
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
required which would determine the number of VCS servers required. Each GVP VCS server
can support up to four IVR trunks, however, you would need to size the server accordingly.
This would depend upon the application that is being developed and whether it requires Text
to Speech (TTS) and Automatic Speech Recognition (ASR). Each application has its own
usage requirements that need to be determined during the deployment stage.
The IBM WebSphere Application Server supports the application requirements or back-end
business logic. The IBM HTTP Server (installed as part of WebSphere Application Server)
servers as the Web server hosting the VoiceXML application, grammars, lexicons and audio
files. IBM WebSphere Application Server powers IT infrastructures with more demanding
loads and is the industry leader.
Each Genesys Voice Platform allows a single MRCP ASR URL so that it points to a single
WebSphere Voice Server machine. This can be configured using the GVP Configurator,
which is discussed in Configuring Genesys GVP on page 35.
Genesys GVP:EE and GVP:NE are not capable of supporting the IBM WebSphere Voice
Server using ASR behind the Load Balancer. However, there are several options. If you have
built failover and redundancy into your PBX, then each VCS will be configured to use a single
WebSphere Voice Server machine. You can use a one-to-one relationship between the
Genesys VCS machine and the WebSphere Voice Server machine. You can also have
several Genesys VCS machines using a single WebSphere Voice Server assuming that
WebSphere Voice Server machines CPU and memory support it. For example, you may
have a single quad 3.2 GHz WebSphere Voice Server machine, that handles the load of two
VCS four trunk systems.
However, when using GVP:EE V6.5.5 and GVP:NE V6.5.4 with the IBM TTS Connector, the
Load Balancer is fully supported for TTS.
Because the Deployment Manager and Load Balancer require low-end machines, we have
installed them together on a single dual processor machine. The Deployment Manager
enables easy administration of the WebSphere Voice Server machines. The Load Balancer
insures that TTS requests get load-balanced among all of the WebSphere Voice Server
machines and provides a measure of failover, recovery and serviceability to our environment.
21
The IBM Web Voice Service TTS servers can be behind a load balancer. The number of
needed WebSphere Voice Servers has to be determined based on an applications active
duty cycle for TTS, the TTS language and voices active, and the percentage of dynamic TTS
text.
22
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
23
Scalability
This is the ability to increase or decrease size or capability in cost-effective increments with
minimal impact on the unit cost of business and the procurement of additional services. It also
pertains to the capability of a system to adapt readily to a significant fluctuation in volume or
demand.
Vertical Scaling
WebSphere Application Server supports vertical scaling or the ability to have multiple
application server instances running on a single machine. However, the performance of a
single WebSphere Application Server is so optimized that this is almost never required.
Many extremely large Web-based businesses run with only a single instance of the
application server running on a single machine. WebSphere Voice Server does not support
vertical scaling given that it is not needed to support a large number of ASR and TTS engines
running on a single machine.
Horizontal scaling
As explained in the WebSphere Voice Server section, horizontal scaling is achieved by
seamlessly adding addition WebSphere Voice Server machines as demand grows. Each
machine is assigned a unique weight based upon its hardware capabilities.
For GVP:NE, additional VCS systems can be added as more ports are required. Each VCS
machine can handle a maximum of four trunks.
24
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Each of the two machines is assigned a specific role, either primary or backup. The primary
machine sends connection data to the backup machine on an ongoing basis. While the
primary is active (load balancing), the backup is in a standby state, continually updated and
ready to take over, if necessary.
2.3.1 Hardware
Always refer to the WebSphere Voice Server Information Center for the latest hardware
requirements.
Requirements
Supported hardware for WebSphere Voice Server include machines that meet the minimum
hardware criteria defined in Table 2-2 and Table 2-3.
Table 2-2 Minimum supported hardware
Processor
Memory (RAM)
Network
Other
2 GB
2 GB
TCP/IP
CD
Table 2-3 Text to Speech (TTS) server disk space requirements by voice
Language
Australian English
286 MB
264 MB
French Canadian
177 MB
292 MB
German
287 MB
339 MB
Japanese
63 MB
322 MB
200 MB
360 MB
n/a
253 MB
UK English
286 MB
264/276 MB
US English
275 MB
317/321 MB
Simplified Chinese
25
2.3.2 Software
The following sections discuss the software requirements.
Installation
Refer to the WebSphere Voice Server for Multiplatforms V5.1.1/V5.1.2 Handbook,
SG24-6447 for step-by-step instructions, including screenshots for each operating system
supported by WebSphere Voice Server.
WebSphere Voice Server also provides a Getting started with IBM WebSphere Voice Server
for Multiplatforms Guide on the base CD-ROM. This provides a checklist approach for getting
the product installed quickly. Additional installation instructions are also available in the
WebSphere Voice Server Information Center.
26
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
2.4.1 Hardware
In this section, we review the hardware requirements and peripheral equipment needed to
interface with the phone switch.
Requirements
The server hardware is the same for both the GVP:EE and the GVP:NE versions. Because
there are many makes of machines, refer to the Genesys GVP Deployment Guide for
guidance. If the make of machine you wish to use is not listed contact the Genesys Tech
Support center, give them the information about the hardware and they can get verification as
to its compatibility.
To process the voice portion of the call, an Intel NetStructure combined media board is
required. Refer to Table 2-1 on page 19 for the list of supported boards.
All cards ending in E1 are European Protocols and the cards ending in T1 are for the North
American Protocol. More information about the supported Intel NetStructure combined media
boards can be found in the Genesys Voice Platform Enterprise Edition 6.5 Deployment
Guide.
2.4.2 Software
In this section, we look at the software requirements and the installation procedures for
installing an IVR solution using Genesys GVP and IBM WebSphere Voice Server.
Be aware that WebSphere Voice Server requires GVP:EE V6.5.5 to be at Release Number
6.5.500.73 or higher. For GVP:NE V6.5.4, IBM tested with the following levels in Table 2-4 on
page 28.
Chapter 2. Requirements, planning, and installation
27
Version/Release Level
Version 6.5.410.34
Version 6.5.400.62
Version 6.5.400.22
Version 6.5.400.72
Requirements
The basic operating system software is the same for both the EE and NE versions.
Microsoft Windows 2000 Server with Service Pack 4
Microsoft Internet Explorer V6.0 SP1
Microsoft XML Parser V4 SP2
This product can be downloaded from http://www.microsoft.com/downloads
Windows 2000 components:
Depending upon your internal IT department policies, you should apply any security
patches for Microsoft Windows 2000 released after Service Pack 4. Additionally, there
might be special requirements for other software outside of the Genesys GVP
requirements that your IT department can provide.
Intel Dialogic Driver Software and Global Call Protocols
The software for the Intel NetStructure combined media boards is provided by Genesys on
the GVP Third Party Intel Dialogic Installation CD. Use this CD to install the drivers
because it will install all drivers and Point Releases required.
WinZip compatible utility
A WinZip compatible utility is required for the installation of GVP third party software.
GVP:EE optional software:
Microsoft SQL Server 2000 SP1
This is only required if you are planning on installing the Voice Application Reporter
component.
GVP:NE additional software requirements:
Always check the latest Deployment Guide and Release Notes for the version you are
installing because software requirements change as new releases or maintenance release
are introduced.
28
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Note: It is good practice to install the Intel NetStructure hardware after you have
completed installing the Intel Dialogic software. The reason for this is that the drivers are
not yet available on the hard drive. If you install the Intel NetStructure hardware before you
install the software, then you continue to see the found new hardware wizard as shown
Figure 2-4 on page 30. If this is the case, always cancel the found new hardware wizard
until you have completed the installation of the Intel Dialogic software.
The installation of the Intel Dialogic drivers can be found on the GVP Third Party Intel Dialogic
CD. To ensure proper installation, you must invoke the following batch program:
\Geneys\Dialogic\InstallDialogic.bat
This batch program installs all the necessary Intel Dialogic software:
Note: Approximately five reboots are performed automatically during the Intel Dialogic
software installation. However, the second installation for the Intel Dialogic Service Pack 1
gives you prompts. Accept all the defaults and when prompted to reboot the server, click
OK.
After the Intel Dialogic Drivers complete the installation cycle, then you can install your Intel
NetStructure combined media board in the server according to the hardware instructions
provided with it.
Here are the installation steps:
1. When the server boots up for the first time after you install the card, Microsoft Windows
2000 runs the Found New Hardware Wizard as shown in Figure 2-4 on page 30. Click
Next to continue.
29
2. Next the Found New Hardware Wizard prompts you for what you want the wizard to do as
shown in Figure 2-5. Select Search for a suitable driver for my device (recommended)
and click Next.
30
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
3. Next you are asked where to search for the driver files as shown in Figure 2-6. Select
Specify a location and click Next.
4. Next, you are prompted to insert the manufacturers installation disk into the driver. In the
Copy manufacturers files from: field, browse to C:\Program Files\DIALOGIC\DRVR and
select dlgcdm3_nt4.inf as shown in Figure 2-7. This is the INF file for the board we are
using in this IBM Redpaper, which is the Intel NetStructure DM/V480-2T1 combined media
board. Click OK to continue.
31
5. You are now be prompted to install this driver as shown in Figure 2-8. Click Next to
continue.
6. Finally, you are shown the window that indicates Windows has finished installing the
software for this device as shown in Figure 2-9. Click Finish to complete the installation.
32
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
7. In the Windows Device Manager, you should see the DM3 device listed under Other
Devices as shown in Figure 2-10. Click the + if Other Devices is not already expanded.
8. Run the initial configuration of the Intel NetStructure combined media board by opening
the Intel Dialogic Configuration manager. Select Start Programs Intel Dialogic
System Software Configuration Manager - DCM. Select the local computer name
and click Connect as shown in Figure 2-11.
33
9. You are prompted to assign a firmware file, as shown in Figure 2-12. For our example, we
chose ml2_dsa_dms.pcd because we setup as DMS with the Gordon Kapes System 930
Telephony Simulator. This firmware choice varies, based on your switch vendor or central
office.
10.You are presented with the Intel Dialogic Configuration Manager window as shown in
Figure 2-13. This configuration manager has configuration utilities that can be run as
needed. To start the Intel Dialogic System Service, click your DM3 card with the illustrated
red dot. Click the green dot from the action palette to start the Intel Dialogic System
Service. You will see a status while the service is starting. When it has started, you will
see the card with a green dot as shown in Figure 2-14 on page 35.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Note: The display name for the card comes from the configuration files and can be
misleading. In our examples in Figure 2-13 on page 34 and Figure 2-14 the display name
of the card is ML2_48 0. This can have naming conventions that will confuse the user
because it does not seem to apply to the actual card you are using. This is something that
can be overlooked because it is just a display name.
11.At this point the Intel Dialogic System Software has been installed, configured and is
running.
The documentation CD is also available for download from the Genesys FTP site.
35
the Voice Web Provisioning System (VWPS). If the GVP:EE was installed, configuration is
done through the GVP Configurator. In this document we will be working with the GVP:EE
edition. To start the GVP Configurator, run the Startup.exe from the GVP Installation CD.
Select GVP Configurator as shown in Figure 2-15 and click Next.
2. GVP Configurator begins to run. When Configurator is ready to configure the Intel
NetStructure combined media board, you are prompted to redetect the boards if this is a
new installation or if the Intel NetStructure combined media board has changed since the
previous board detection as shown in Figure 2-16. For this example, because the board
was already previously configured, click No.
3. You are presented with the GVP Configurator dialog window as shown in Figure 2-17 on
page 37. In Step 1, we set the VCS mode to in front of the switch because we are setup
with the Gordon Kapes System 930 Telephony simulator, which simulates being directly
connected to a central office and not a switch. Step 2 can be skipped because the Intel
36
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
NetStructure combined media board is already configured. In Step 3, set Enable TTS to
None because we are using the IBM Text to Speech connector. Set Enable ASR to MRCP
because we are using a MRCP server to talk to WebSphere Voice Server. In the MRCP
URL, enter the URL to the MRCP recognizer. This is in the format of:
rtsp://websphere_voice_server_hostname/media/recognizer
In the MRCP Port, enter the port that the MRCP server is listening to for client
connections. In our example, this port is 554. Step 4 can be left unconfigured because we
are not integrating with CTI in this example. If we were to integrate with the Genesys
Framework for CTI with GVP, this is where you would configure your parameters for the
Genesys I-Server. Click Apply Configuration and the configuration of the GVP Server is
complete.
Tip: There is an advantage if you use the WebSphere Voice Server host name instead of
its IP address. If you want to quickly change the WebSphere Voice Server that a GVP:NE
VCS or GVP:EE machine points to, you do not have to run the GVP Configurator again.
You can simply go to the etc/hosts file and remap the hostname to a different IP address.
If you have specified the IP address or wish to change the host name used, then you must
rerun the GVP Configuration, stop Watchdog, and restart it.
Genesys and WebSphere Voice Server use port 554 by default. If you need to change this
port, here is how you do it in Genesys. Please refer to the WebSphere Voice Server
Information Center for an example script that changes the
com.ibm.voice.server.rtspbridge.port configuration parameter.
37
Note: In these instructions, we assume that you are rerunning the configurator, not the
initial installation. If you are performing the initial installation, you see Not Configured for
your board in Step 2 of Figure 2-17 on page 37.
If this is the case, or if you need to change board settings, click Configure....You are
presented with the Intel NetStructure Board Configurator dialog window as shown in
Figure 2-18.
4. Configure call type settings, protocol settings and switch related settings in this window.
For this example, we are using Bridging with inbound & outbound for the call type
settings. Our Signaling Protocol is T1-ISDN with Protocol Variation set to DMS. Our Trunk
Type is ISDN with Line Type/Coding set to ESF/B8ZS.
5. Click OK to continue. Click Apply Configuration and OK to finish the GVP configurator.
Installing TTS Connector for Genesys GVP for WebSphere Voice Server
The IBM TTS connector is a dynamic link library that allows Text to Speech processing with
GVP:NE VCS or GVP:EE. The IBM TTS Connector takes each request and sends an MRCP
SPEAK request to the WebSphere Voice Server machine (just like a MRCP Client that fully
supports TTS). This must be installed after all of the other GVP components have been
installed. The CD-ROM is provided by IBM and is included in the base media pack for
WebSphere Voice Server V5.1.1 or V5.1.2.
1. Figure 2-19 on page 39 through Figure 2-24 on page 41 demonstrate the installation of
the TTS Connector for Genesys GVP for WebSphere Voice Server.
Enter the information as it appears on those screens. When you have completed that
series, continue with Figure 2-25 on page 42.
38
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Figure 2-19 IBM TTS Connector with WebSphere Voice Server installation initial screen
Figure 2-20 IBM TTS Connector for WebSphere Voice Server license agreement
Chapter 2. Requirements, planning, and installation
39
40
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
41
Language Code: en-AU (or the language you specified on Figure 2-21 on page 40
for the TTS Language)
42
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
d. Click OK.
e. Click YES when asked if you really want to register.
f. Click Close.
3. Open the Services dialog box and select Start Control Panel Administration
Tools Services.
a. Right-click the Watchdog service, and select Restart.
b. When restarting, the progress bar closes. Make a call to confirm that TTS works
properly.
Configuring the IBM TTS Connector for Genesys GVP for WebSphere
Voice Server
The TTS Connector configuration file, IBMTextToSpeech.ini, is located in the cn\config folder
in the Genesys installation directory. You can edit these parameters. Refer to the WebSphere
Voice Server Information Center for detailed information about these parameters. You have
to restart the Watchdog service for these changes to take effect.
2.5.1 Hardware
Genesys Studio can be run on any workstation capable of running Microsoft Windows XP
Professional with Service Pack 1, Microsoft Windows 2000 Server or Professional with
Service Pack 4.
Requirements
You will need the following software loaded on the workstation and a workstation with the
following hardware requirements where you will install the Genesys Studio:
43
Hardware requirements
You will need a workstation with an Intel Pentium III processor 1 GHz or higher and at least
256 MB of memory.
Installation
When you have installed the prerequisite software, put the Genesys GVP installation CD in
the CD drive and close the drive. The setup application automatically starts. If you are
installing from a downloaded version, go to the machine and directory where the GVP
software is located to run the setup application.
When the wizard starts, select Genesys Studio and continue. The wizard guides you
throughout the installation.
44
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 3.
Developing voice-enabled
applications
In this chapter we introduce the various components in designing, building, and deploying
VoiceXML applications through Genesys Studio. This chapter shows a simple TTS
application as well as a simple ASR application, and also briefly discusses VoiceXML and its
advantages.
45
3.2.1 Elements
VoiceXML V2.0 has an array of elements that can go into a VoiceXML document. For a list of
elements and their functions in the VoiceXML V2.0 standard, visit the following URL:
http://www.w3.org/TR/voicexml20
46
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
For this example, we are using the Genesys Studio application. Figure 3-1 is a diagram that is
provided on the GVP Installation CD. This tool provides a palette of objects that provide the
step-by-step functions of building an IVR application. There are six drop-down palettes
designed to assist in each step. These objects are drag and drop onto the application screen.
Every Genesys Studio application must have a Start and Stop object. Refer to the Genesys
Studio Developers Guide for more information about this product and its individual
components.
47
1. The first step of all applications is the Start block. Drag the Start object from the Palette
frame to the design screen. Double-click the object to display the properties. Click
Application Settings and select APPID. This makes the APPID appear in the TYPE
window. You must now add a value for the application. It can be any name you wish to
give it, but it should be representative of the application you are writing. See Figure 3-2.
.
2. Next, click RootMap. On this page you must click More... See Figure 3-3.
You are presented with a menu. Scroll down and select com.telera.speechenabled. See
Figure 3-4 on page 49.
48
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
WebSphere Voice Server ASR does contain support for DTMF and speech grammars.
However, we are using the Genesys DTMF support so that this application is using just
WebSphere Voice Server for Text to Speech.
3. Because this is a Text to Speech application, the value must be set to false as shown in
Figure 3-5. Click OK.
When the application has been completed and compiled, a JSP page generates.
Example 3-2 shows the code when generated as a JSP page.
Example 3-2 Start.jsp
<?xml version="1.0" encoding="utf-8"?>
<%@ page language="java" import="java.util.*" %>
<%@ page session="true" %>
<%@ page contentType="text/xml; charset=utf-8" %>
<%@ include file="StudioIncludes/pagesupport.inc" %>
<%
try {
request.setCharacterEncoding("UTF-8");
} catch (java.io.UnsupportedEncodingException e) {
e.printStackTrace();
}
if ((request.getMethod()).equalsIgnoreCase("HEAD")) {
return;
}
%>
<vxml version='2.0' xmlns='http://www.w3.org/2001/vxml'>
<property name='termchar' value='D' />
<%
session.setAttribute("PAGEID" ,"START");
processBegin(pageContext);
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
Chapter 3. Developing voice-enabled applications
49
setPageItem(pageContext,"APPID", "tts");
}
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"APP_LANGUAGE", "en-US");
}
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"ScriptID", "0");
}
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"VOXFILEDIR", "Voxfiles/en");
}
%><property name="com.telera.speechenabled" value="false"/>
<form>
<block>
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("PROMPT1.jsp"));
out.print( "'/>" );
%>
</block>
</form>
<catch event="connection.disconnect.hangup">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "?ACTION=HUP");
out.print( "'/>" );
%>
</catch>
<catch event="error">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch><%
setPageItem(pageContext,"ReportItem_ReportingEnabled", "0");
//
//
//
//
//
50
****************************************************
If this is a new session, ROOTDOCUMENT will be undefined
and the session should be updated. Otherwise, this is
a session continuing in a new callflow, and we should not
update the session.
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
// ****************************************************
boolean isRootDocumentFetch = false;
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
session.setAttribute("ROOTDOCUMENT",
encodeUtf8Path(getBaseURL(pageContext) + "/START.jsp"));
}
else
{
String tempRoot = (session.getAttribute("ROOTDOCUMENT")).toString();
if (tempRoot.endsWith("START.jsp"))
{
isRootDocumentFetch = true;
}
}
java.util.Enumeration params = request.getParameterNames();
String name;
String value;
while (params.hasMoreElements()) {
name = (String) params.nextElement();
value = request.getParameter(name);
session.setAttribute(name, value);
}
processAnywhere(pageContext);
%>
</vxml>
<%
processEnd(pageContext);
if (!isRootDocumentFetch)
{
createReportItemStack(pageContext);
sendCallStartReportData(pageContext);
}
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
4. Next, we drag a Prompt block onto the design screen. To connect the Start block to the
Prompt block, place your cursor on the black output part of the Start block. Hold down the
left mouse button and drag the line to the input port on the top of the Prompt block. When
Chapter 3. Developing voice-enabled applications
51
5. Click Play Data to enter the test you want the application to play. See Figure 3-7 on
page 53. This is done by selecting Text from the menu. Next, type the text you want to be
played in the box below the Type.
WebSphere Voice Server supports using Text to Speech lexicons for handling specific
abbreviations and acronyms. You can use the Voice Toolkit for WebSphere Studio to
create TTS lexicon files that contains pronunciations using Symbolic Phonetic
Representations (SPR) phonologies and then preload those lexicons when WebSphere
Voice Server is started. These lexicons will then be used for all Text to Speech operations.
When you have finished, click Add. If you want a pause between phrases, then enter the
text in separate text boxes.
52
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
6. After Add has been clicked, the text will appear in the large window. See Figure 3-8. The
use of a lexicon file for the ITSO acronym will cause the TTS engine to play back ITSO
correctly. No modification to the text is required. When this is done, click More...
Figure 3-8 Prompt properties Play Data tab with prompt added
53
7. In the Advanced setting window, you must select Use TTS to tell the application to use the
TTS engine to play what you have entered. See Figure 3-9. If you want the application to
pause after the prompt is played, enter a value in the Pause block for the number of
seconds to wait before proceeding to the next object.
Note: If this value is set too high, the caller might hang-up thinking there is a problem.
The compiled code for this jsp page is shown in Example 3-3.
Example 3-3 Compiled code for Prompt1.jsp
<?xml version="1.0" encoding="utf-8" ?>
<%@ page language="java" import="java.util.*"%>
<%@ page session="true" %>
<%@ page contentType="text/xml; charset=utf-8" %>
<%@ include file="StudioIncludes/pagesupport.inc" %>
<%
StringBuffer headerVxml = new StringBuffer();
String label = "";
StringBuffer data = new StringBuffer();
try {
request.setCharacterEncoding("UTF-8");
} catch (java.io.UnsupportedEncodingException e) {
e.printStackTrace();
}
if (request.getMethod().equalsIgnoreCase("HEAD")) {
return;
}
session.setAttribute("PAGEID", "PROMPT1");
processBegin(pageContext);
java.util.Enumeration params = request.getParameterNames();
String name;
String value;
while (params.hasMoreElements()) {
name = (String) params.nextElement();
54
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
value = request.getParameter(name);
session.setAttribute(name, value);
}
label = lookUp(pageContext, "ROOTDOCUMENT");
//
Header Section
//
Body Section
headerVxml.append("<script src='Languages/");
headerVxml.append("en-US/PlayConstantsTTS.js'/");
headerVxml.append(">");
headerVxml.append("<script src='Languages/");
headerVxml.append("en-US/PlayBuiltinTypeTTS.js'/");
headerVxml.append(">");
out.print(headerVxml);
headerVxml.setLength(0);
%>
<script>
var f = new Format();
var pb;
</script>
<form>
<grammar mode="dtmf" version="1.0" root="fundX" type="application/srgs+xml"
xml:lang="en-US">
<rule scope="public" id="fundX">
<one-of>
<item>0 0 0 0 0 0 1</item>
</one-of>
</rule>
</grammar><block><prompt bargein="false" xml:lang="en-US">Thank you for calling The Bank
of ITSO<audio src="StudioIncludes/break500ms.vox"/>
</prompt></block><field>
<prompt timeout="0s" xml:lang="en-US"/>
</field>
<catch event="nomatch noinput">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("INPUT1.jsp"));
out.print( "'/>" );
%>
</catch>
</form>
<%
processAnywhere(pageContext);
55
%></vxml><%
// Footer Section - End
processEnd(pageContext);
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
8. We need to have a way of entering the customer's account number. This is accomplished
by putting an Input object on the design screen. In the palette menu, select the Advanced
menu. From the objects displayed, drag the Input object to the design screen. Connect
the Prompt1 block to the Input1 block and then double-click to open the properties. You
can now give the block a name on the Standard tab. See Figure 3-10.
9. Click Play Data and type in the text you wish to have played, as discussed for the
previous block. See Figure 3-11 on page 57. Click Add when you have finished.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
10.The text now appears in the play list as shown in Figure 3-12. Click More...
11.As in the last block, we must now set the application to use the TTS engine to play back
the test you entered. Check the Use TTS check box as shown in Figure 3-13. At this point
Chapter 3. Developing voice-enabled applications
57
we can choose to allow the caller to barge-in and start entering digits before the prompt
has finished playing. To do this, simply set the Barge-in property to True. We now need to
set a reasonable time to pause and let the caller enter the digits by entering a value in the
Pause window. Three seconds seems to work the best. Click OK.
12.Click Input Attributes as shown in Figure 3-14. Because we set the application not to be
speech-enabled, be sure that the Enable ASR box is not checked. Set the minimum and
maximum number of digits the user is allowed to enter. You can also set the amount of
time to wait between digits before taking an error route out of the object. It is not required,
but some developers prefer to enter a termination character. The most common one is
usually the pound sign. The input will either wait the Inter Digit Delay before continuing or,
if you have designated a termination character, the application will continue on at the time
the character is entered on the phone set. After all entries have been made, click OK.
13.The next screen is the Retry prompts as shown in Figure 3-15 on page 59. On many of the
objects, you will notice two red ports on the side of the object. These are the error output
ports and, with the exception of the Start block, there are two default ports that are defined
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
as No-input and No-match. The application will exit through the Noinput port should the
caller wait the Pause time and not enter any digits. The application will exit through the
No-match port should the user enter too many or too few digits as defined in the minimum
and maximum digits.
There are three retry prompts available to use to let the caller know what they did wrong.
These prompts must be used in pairs, which means that if you define a value for the first
no_input you must define a value for the first no_match. It is not required that you use all
three sets or any retry pair for that matter. However if it is defined, after the first retry the
caller is given another chance to enter their information. After all retries have been
exhausted, the application will then exit through the appropriate error port. For this
exercise, we have elected not to use any retries and will immediately hang-up the phone
on an error as indicated by the red line from the error port to the End Call object.
Tip: It is a VoiceXML application development best practice to always have retries and
good error-handling.
Example 3-4 shows the compiled JSP code for the Input1 block.
Example 3-4 Compiled code for Input1.jsp
<?xml version="1.0" encoding="utf-8" ?>
<%@ page language="java" import="java.util.*" %>
<%@ page session="true" %>
<%@ page contentType="text/xml; charset=utf-8" %>
<%@ include file="StudioIncludes/pagesupport.inc" %>
<%
try {
request.setCharacterEncoding("UTF-8");
} catch (java.io.UnsupportedEncodingException e) {
e.printStackTrace();
Chapter 3. Developing voice-enabled applications
59
}
if (request.getMethod().equalsIgnoreCase("HEAD")) {
return;
}
String allowSubDialog = "";
String subdialogReturn = "";
StringBuffer headerVxml = new StringBuffer();
String audio = "";
String root = "";
StringBuffer data = new StringBuffer();
session.setAttribute("PAGEID", "INPUT1");
processBegin(pageContext);
//Update the collection from the current query string.
java.util.Enumeration params = request.getParameterNames();
String name;
String value;
while (params.hasMoreElements()) {
name = (String) params.nextElement();
value = request.getParameter(name);
session.setAttribute(name, value);
}
root = lookUp(pageContext, "ROOTDOCUMENT");
headerVxml.append("<vxml version='2.0' xmlns='http://www.w3.org/2001/vxml' application='")
;
headerVxml.append(root);
headerVxml.append("'>");
subdialogReturn = "";
headerVxml.append("<script src='Languages/");
headerVxml.append("en-US/PlayConstantsTTS.js'/");
headerVxml.append(">");
headerVxml.append("<script src='Languages/");
headerVxml.append("en-US/PlayBuiltinTypeTTS.js'/");
headerVxml.append(">");
out.print(headerVxml);
headerVxml.setLength(0);
%>
<script>
var f = new Format();var pb;
</script>
<form>
<grammar mode="dtmf" version="1.0" root="fundX" type="application/srgs+xml"
xml:lang="en-US">
<rule scope="public" id="fundX">
<one-of>
<item>0 0 0 0 0 0 1</item>
</one-of>
</rule>
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
61
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch>
</vxml>
<%
processAnywhere(pageContext);
processEnd(pageContext);
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
14.The remaining objects in the application are completed just as the previous blocks were
done. Save your application to a dedicated folder and then you are ready to compile it.
IVR: Thank you for calling Bank of ITSO. Using your telephone key pad please enter your
twelve digit account number followed by the pound sign.
Customer: Enters 12 digit account number and pound sign.
IVR: Please enter your four digit PIN followed by the pound sign.
Customer:
IVR: How may I help you? If you would like to transfer funds please say transfer. If you
would like to hear your balance please say balance. If you would like to make a loan
payment please say payment
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Customer: Transfer
IVR: What account do you want to transfer the funds from?
Customer: Savings
IIVR: How much would you like to transfer? Please say amount in whole dollar amounts only
followed by the pound sign. For example if you would like to transfer eleven hundred
dollars please say one thousand one hundred and then press the pound sign.
Customer: Five hundred dollars
IVR: You have requested to transfer five hundred dollars from your savings account to your
primary checking account. Is this correct, please say yes or no.
Customer: Yes
IVR: Thank you. Your request has been processed, can I help you with another transaction?
Please say yes or no.
Customer: No
IVR: Thank you for banking with Bank of ITSO.
Figure 3-16 on page 64 shows how the ASR banking application looks in Genesys Studio.
Refer to the Genesys Studio Developers Guide for more information about this product and
its individual components.
63
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
1. First create the Start block by dragging it from the palette. Double-click the Start block
and you will see the Standard tab of the properties window as shown in Figure 3-17.
2. Click Application Settings and assign an APPID as shown in Figure 3-18. For our
example we set the value of APPID to asr.
65
4. Because this application will use ASR, you need to select com.telera.speechenabled in
the Name field and set the value to true as shown in Figure 3-20 and Figure 3-21. By
default, the com.telera.speechenabled value is set to true. Click OK to continue.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
6. Click OK to finish up the Start block. Illustrated in Example 3-6 is the compiled code for the
Start block in JSP.
Example 3-6 Compiled code for Start.jsp
<?xml version="1.0" encoding="utf-8"?>
<%@ page language="java" import="java.util.*" %>
<%@ page session="true" %>
<%@ page contentType="text/xml; charset=utf-8" %>
<%@ include file="StudioIncludes/pagesupport.inc" %>
<%
try {
request.setCharacterEncoding("UTF-8");
} catch (java.io.UnsupportedEncodingException e) {
e.printStackTrace();
}
if ((request.getMethod()).equalsIgnoreCase("HEAD")) {
return;
}
%>
<vxml version='2.0' xmlns='http://www.w3.org/2001/vxml'>
<property name='termchar' value='D' />
<%
session.setAttribute("PAGEID" ,"START");
processBegin(pageContext);
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"APPID", "asr");
}
67
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"APP_LANGUAGE", "en-AU");
}
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"ScriptID", "0");
}
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
setPageItem(pageContext,"VOXFILEDIR", "Voxfiles/en");
}
%><property name="com.telera.speechenabled" value="true"/>
<form>
<block>
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("INPUT1.jsp"));
out.print( "'/>" );
%>
</block>
</form>
<catch event="connection.disconnect.hangup">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "?ACTION=HUP");
out.print( "'/>" );
%>
</catch>
<catch event="error">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch><%
setPageItem(pageContext,"ReportItem_ReportingEnabled", "0");
//
//
//
//
//
//
****************************************************
If this is a new session, ROOTDOCUMENT will be undefined
and the session should be updated. Otherwise, this is
a session continuing in a new callflow, and we should not
update the session.
****************************************************
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
if (session.getAttribute("ROOTDOCUMENT") == null ||
"".equals(session.getAttribute("ROOTDOCUMENT")))
{
session.setAttribute("ROOTDOCUMENT",
encodeUtf8Path(getBaseURL(pageContext) + "/START.jsp"));
}
else
{
String tempRoot = (session.getAttribute("ROOTDOCUMENT")).toString();
if (tempRoot.endsWith("START.jsp"))
{
isRootDocumentFetch = true;
}
}
java.util.Enumeration params = request.getParameterNames();
String name;
String value;
while (params.hasMoreElements()) {
name = (String) params.nextElement();
value = request.getParameter(name);
session.setAttribute(name, value);
}
processAnywhere(pageContext);
%>
</vxml>
<%
processEnd(pageContext);
if (!isRootDocumentFetch)
{
createReportItemStack(pageContext);
sendCallStartReportData(pageContext);
}
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
69
7. Next drag an Input block onto the design screen and double-click it. You will see the
Standard tab of the INPUT1 Properties window as shown in Figure 3-23. Click Play Data
to continue.
8. Add the phrases you would like to play in the Play Data tab as shown in Figure 3-24.
Note: After entering prompts make sure you click Add before you click OK on the
properties window. Otherwise the phrases will not make it into the training of this input.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
9. Click Input Attributes as shown in Figure 3-25. Make sure Enable ASR is selected.
Because this input is for an account number, we set the Minimum Input Digits and
Maximum Input Digits to 12. We select # as a terminating character as well.
Tip: It is a VoiceXML application development best practice to allow DTMF and voice
input.
10.The best VoiceXML practices enable callers to enter either DTMF or speech. Therefore, it
is important to select the Enable ASR option in the Input Attributes tab as shown in
Figure 3-26.
71
subdialogReturn = "";
headerVxml.append("<script src='Languages/");
headerVxml.append("en-AU/PlayConstantsTTS.js'/");
headerVxml.append(">");
headerVxml.append("<script src='Languages/");
headerVxml.append("en-AU/PlayBuiltinTypeTTS.js'/");
headerVxml.append(">");
out.print(headerVxml);
headerVxml.setLength(0);
%>
<script>
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
73
</filled>
</form>
<catch event="noinput_final">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch>
<catch event="nomatch_final">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch>
</vxml>
<%
processAnywhere(pageContext);
processEnd(pageContext);
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
11.Next in this application we want to build ASR menus. Drag a Menu block to the design
screen and double-click it to get the Standard tab of the menu properties window as
shown in Figure 3-27.
12.Add your phrases for the menu as shown in Figure 3-28. When you have finished adding
all your prompts click More... to continue.
75
13.Enable Use TTS for the prompts. Even though this is an ASR menu, the prompts will be
spoken with TTS. Click OK. See Figure 3-29.
14.Click Menu, where you will add phrases for the ASR to detect as well as DTMF tones as
shown in Figure 3-31. To add a phrase or tone, click Add/Edit... to get the Add Phrase /
Tone setup window as shown in Figure 3-30.
15.For this example, choose 1 as the tone and enter the phrase transfer to return the value
1 from the ASR as shown in Figure 3-30. Click OK to add your phrase/tones as shown in
Figure 3-31 on page 77. This will define that if you speak the word transfer or press the
key 1, a value of 1 will be returned in the code for evaluation. When you are finished
adding all your phrases and tones, click Retry prompts.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
16.If desired, you can add retry prompts as illustrated in Figure 3-32. This model is similar to
the Play Data tab in regards to selecting your output method and typing in the text. Click
Set to set your retry prompts. If the user times out, it will play the retry prompt no_input. If
the user enters data that is not defined (such as an invalid key) it will play the no_match
prompt. You can have up to three retry prompts for both no_input and no_match which
can all be unique. When you are finished defining all the parameters of the MENU1
properties, click OK to complete your training.
See Example 3-8 on page 78 for the compiled code.
77
Header Section
headerVxml.append(">");
out.print(headerVxml);
headerVxml.setLength(0);
%>
<script>
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
79
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
</filled>
</form>
<catch event="noinput_final">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch>
<catch event="nomatch_final">
<%
out.print( "<goto next='" );
out.print(encodeUtf8Path("STOP.jsp"));
out.print( "'/>" );
%>
</catch>
<%
processAnywhere(pageContext);
%>
</vxml>
<%
processEnd(pageContext);
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
17.At this stage, you can add a CODE block in Genesys Studio where you can execute your
own custom code. Drag a code object onto the studio designer and double-click it. You will
see the CODE1 properties window as shown in Figure 3-33 on page 82. Click Edit... to
continue.
81
18.You are presented with the Custom properties Editor as shown in Figure 3-34. You can
write custom JSP code here if you have Genesys Studio configured for JSP. In this
example we have Studio configured for JSP.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
83
}
vXml.append("<vxml version='2.0' xmlns='http://www.w3.org/2001/vxml' application='");
vXml.append(root);
vXml.append("'><form>");
/***********************
This would allow users
to insert in their own
code in the form.
***********************/
processEnd(pageContext);
addStuff = (String)pageContext.getAttribute ("addStuff",PageContext.PAGE_SCOPE);
if (addStuff != null && !"".equals(addStuff)) {
vXml.append(addStuff);
}
vXml.append("<block><submit next='");
vXml.append(allowType);
vXml.append("' /></block></form></vxml>");
out.print(vXml);
%>
<%!
public void processBegin(PageContext localPageContext){
}
public void processAnywhere(PageContext localPageContext){
}
public void processEnd(PageContext localPageContext){
}
%>
19.In Figure 3-33 there is a small square button. If you click this button you will be presented
with a Notes dialog box as shown in Figure 3-35. You can add notes here as needed for
your custom code block.
This concludes this illustrated version of the telephony steps used in ASR for a simple ASR
test application. For more information about developing applications using Genesys Studio,
refer to the Studio Developers Guide provided by Genesys.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
2. You are presented with the Add a new Voice Application page as shown in Figure 3-37 on
page 86.
85
3. Enter in all required fields noted with a red asterisk as shown in Figure 3-38 on page 87:
a. Voice Application Name: This can be any unique name you specify.
b. Phone Number: This is for documentation purposes.
c. Department: This can be any name of a department under which you want to
document this application.
d. Primary Voice Application URL: This is the URL to the start page that will generate
your start VoiceXML page.
e. Default Language: Select your language. In our case, en-AU.
f. Voice Format: Select BASIC.
g. TTS Vendor: Specify IBM.
h. Gender: Select Male or Female. A value of Default will really be female.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
4. A DNIS is required to complete the provisioning of your new voice application in GVP. To
see which DNIS are already being used for what applications, click DNIS Map.
Note: The DNIS must be unique for all applications. Applications cannot share the
same DNIS. To see what DNIS are being used for which applications, click DNIS Map.
5. You will be shown the DNIS mapping for all your applications in the VCS as shown in
Figure 3-39 on page 88. Close this window to continue.
87
6. Add a unique DNIS to your application (such as 7777777) as shown in Figure 3-40. If you
are not using DNIS, then specify the word default.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
7. Before saving your application, make sure the URL you specified will return a VoiceXML
start page. Click Try for your URL as shown in the right of Figure 3-41.
89
8. A browser window opens showing the results of the URL, as in Figure 3-42.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
9. Because this returned a valid VoiceXML start page, you can close this window and return
to your voice application page and click Save to save your voice application as shown in
Figure 3-43.
10.At this point your new voice application has been saved and configured and is ready for
testing, as shown in Figure 3-44 on page 92.
11.To test the application, dial the DNIS from the Gordon Kapes switch emulator (for
example, press 9 or 8, then 7777777).
91
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
93
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 4.
Known issues
This chapter contains the issues and limitations of the Genesys GVP/IBM WebSphere Voice
Server interoperability that we know as we write this Redpaper. It is in no way a complete list
and should not be construed as such. As new versions are released, some issues go away
and new ones arise. Be sure to read the product documentation that comes with the software
to obtain the latest information about known issues or problems.
95
To turn the prefetch back on, use the value prefetch. For example:
<property name="com.genesys.ttsfetchhint" value="prefetch">.
To verify that this feature is available in the version you have installed here are the version
numbers of the components required:
GVP Common 6.5.500.61.
Install GVP VCS 6.5.500.73.
If you do not have these versions, contact Genesys Technical Support to obtain them.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
2. Modify the content of the universal grammar files. In Figure 4-1, we have the contents of
the universals-cancel.grxml before it was modified. In Figure 4-2, we have the contents of
the file after it was modified. Notice that the hyphen (-) was removed from the root and rule
id. Also, the language was changed from en-us to en-au. After those changes have been
made, resave the file with the original file name. See Example 4-1 and Example 4-2 on
page 97 for the code.
Example 4-1 Universals-cancel.grxml original file
<?xml version="1.0"?>
<grammar mode="voice" version="1.0" xml:lang="en-us"
xmlns="http://www.w3.org/2001/06/grammar" root="universals-cancel">
<rule id="universals-cancel" scope="public" >
<one-of>
<item> cancel </item>
</one-of>
</rule>
</grammar>
Example 4-2 Universals-cancel modified file
<?xml version="1.0"?>
<grammar mode="voice" version="1.0" xml:lang="en-au"
xmlns="http://www.w3.org/2001/06/grammar" root="universalscancel">
<rule id="universalscancel" scope="public" >
Chapter 4. Known issues
97
<one-of>
<item> cancel </item>
</one-of>
</rule>
</grammar>
3. You must also create a new folder in the C:\CN\web\VxmlRoot\VoxFiles called en-au as
shown if Figure 4-2. When this is completed, copy all of the contents from the
C:\CN\web\VxmlRoot\VoxFiles\en-us folder into this folder. These are prerecorded audio
files and will be used if the application should throw an exception during execution. These
files were recorded in English, but you could replace them with another prerecorded file in
the language you need. Just remember to rename the new files with the same name as
shown.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
the contents of the en-US folder into this folder. In these folders are prerecorded Index files for
playing back many of the standard responses such as dates, currencies, and so forth. There
are over 325 prerecorded audio files in English. These can be rerecorded into the language
you wish to use but the exact file format and naming convention must be used for it to work.
To enable this language in the application you are creating, open the Genesys Studio and
drag a Start object to the design screen. Double-click this object and select Application
Settings. Select the App_Language in the large window on top and then select the
language you want to use from the pull-down list in the Value box as shown in Figure 4-4 on
page 100. Click Set and continue on with the application development.
99
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Chapter 5.
Troubleshooting
This chapter provides some basic insight about troubleshooting problems within the IVR
deployment. In addition, there are some useful tools that assist in locating and solving
problems.
101
For Windows:
Drive:\WAS Install Directory\logs\server\SystemOut.log
Example 5-1 Partial SystemOut.log from a successful WebSphere Voice Server startup
[3/2/05 18:36:50:219 EST] 6b440d5a SysMgmt
A CWVSY2002I: Starting WebSphere Voice Server
[3/2/05 18:36:50:224 EST] 6b440d5a SysMgmt
A CWVSY2012I: IBM WebSphere Voice Server for
Multiplatforms V5.1.1, build date: 2004-12-03
[3/2/05 18:36:50:251 EST] 6b440d5a SystemOut
O The HTTP Adaptor started on port number 6969
[3/2/05 18:36:50:373 EST] 6b440d5a RRbean
A CWVRR5002I: ResResolver configuration :
{com.ibm.voice.server.rr.caching=true, com.ibm.voice.server.rr.fetchexpires=691200000,
com.ibm.voice.server.rr.fetchbuiltinurl=file:/opt/WebSphere/VoiceServer/builtins/grammars/,
com.ibm.voice.server.rr.fetchthreads=11, com.ibm.voice.server.rr.cachefilethold=80,
com.ibm.voice.server.rr.cachename=/opt/WebSphere/VoiceServer/rrcache,
com.ibm.voice.server.rr.cachefilesize=9, com.ibm.voice.server.rr.cachefilemaxfselen=255,
com.ibm.voice.server.rr.cachememsize=2}
[3/2/05 18:37:05:453 EST] 6b440d5a RECOGNIZER
A CWVRB0049I: Recognizer initialization for en_US is
complete. 80 out of 80 configured ASR engine(s) available.
[3/2/05 18:37:05:520 EST] 6b440d5a Synth
A CWVSB0010I: Starting Synthesizer...
[3/2/05 18:37:15:831 EST] 6b440d5a Synth
A CWVSB0011I: Synthesizer startup complete. Status is
Started. 80 out of 80 configured TTS engine(s) available.
[3/2/05 18:37:15:896 EST] 6b440d5a SysMgmt
A CWVSY2003I: WebSphere Voice Server started
[3/2/05 18:37:15:896 EST] 8eacd5a RTSPBridge
A CWVRT0006I: The RTSP Bridge is started
[3/2/05 18:37:15:906 EST] 6b440d5a ApplicationMg A WSVR0221I: Application started: WVS5.1-svt01
[3/2/05 18:37:15:906 EST] 6b440d5a ApplicationMg A WSVR0200I: Starting application: adminconsole
[3/2/05 18:37:16:050 EST] 6b440d5a WebContainer A SRVE0169I: Loading Web Module: adminconsole.
[3/2/05 18:37:18:403 EST] 6b440d5a ApplicationMg A WSVR0221I: Application started: adminconsole
[3/2/05 18:37:18:419 EST] 6b440d5a HttpTransport A SRVE0171I: Transport http is listening on port 9,080.
[3/2/05 18:37:18:927 EST] 6b440d5a HttpTransport A SRVE0171I: Transport https is listening on port 9,443.
[3/2/05 18:37:18:932 EST] 6b440d5a HttpTransport A SRVE0171I: Transport http is listening on port 9,090.
[3/2/05 18:37:19:148 EST] 6b440d5a HttpTransport A SRVE0171I: Transport https is listening on port 9,043.
[3/2/05 18:37:19:178 EST] 6b440d5a RMIConnectorC A ADMC0026I: RMI Connector available at port 2809
[3/2/05 18:37:19:211 EST] 6b440d5a WsServer
A WSVR0001I: Server server1 open for e-business
Example 5-1 shows WebSphere Voice Server initialization messages in the SystemOut.log.
The line highlighted in the color blue (bold) above identifies the level of WebSphere Voice
Server installed and its build date. This SystemOut.log came from a machine with
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WebSphere Voice Server V5.1.1. This message is an easy way to tell the level of WebSphere
Voice Server installed.
Example 5-2 WebSphere Application Server and JDK level installed via SystemOut.log
************ Start Display Current Environment ************
WebSphere Platform 5.1 [BASE 5.1.1 a0426.01] [JDK 1.4.2 cxia321420-20040626]
process name svt01\svt01\server1 and process id 6690
Host Operating System is Linux, version 2.4.21-9.ELsmp
running with
Another important message to validate is the WebSphere Application Server and JDK level
and build dates as shown in Example 5-2. This message is always the first line in any
SystemOut.log. You can also identify the operating system. In our case, we have Linux
installed using the specified Linux kernel level. Again, this provides a quick and easy way for
the system administrator to validate the software installed.
All WebSphere Voice Server messages begin with the identifier CWV. In the WebSphere
Voice Server Information Center, you can look up any CWV message and see the
explanation and user action. We used a warning message in Example 5-3 from the Media
Converter component in the SystemOut.log to understand what action the system
administrator should take (Example 5-4).
Example 5-3 Media Converter warning message in SystemOut.log
[3/2/05 18:47:30:945 EST] 72278d5b MediaConv
W CWVMC0012W:
[sid=1163.IBM.9.22.96.170][rid=-1][turn=3] The Media Converter ASR subsystem received 0 RTP
packets on port=52,328 recognize mode=1.
Example 5-4 WebSphere Voice Server InfoCenter help for Media Converter message
CWVMC0012W: The Media Converter ASR subsystem received 0 RTP packets on port={0} recognize
mode={1}.
Explanation: This is an unexpected error. The cause can not be immediately determined.
User Response: For further information on resolving this error, please consult the IBM
WebSphere Voice Server Support website available at:
http://www.ibm.com/software/pervasive/voice_server/support/index.html. The site provides
searchable databases of technotes, solutions, and e-fixes. Information on contacting the
WebSphere Support team is also
provided.
Chapter 5. Troubleshooting
103
As shown in Figure 5-1 on page 104, the overall status of the WebSphere Voice Server
system is Partial Start because one of the WebSphere Voice Servers has been stopped.
Figure 5-1 Administrative Console showing all WebSphere Voice Server machines status
Screen shot reprinted by permission from Microsoft Corporation
The system administrator can easily restart the WebSphere Voice Server from this panel by
selecting the stopped WebSphere Voice Server and clicking the Start button. This is reflected
in Figure 5-2 on page 105.
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Figure 5-2 Administrative Console showing restarted WebSphere Voice Server machine
Screen shot reprinted by permission from Microsoft Corporation
With the Administrative Console the system administrator can view the SystemOut.log
remotely on the WebSphere Voice Server machine. If you have Deployment Manager
installed, then you can view the SystemOut.log for any machine in the cell. The
SystemOut.log allows for viewing all the messages in a file format. This is the quickest way to
review lots of log messages.
Every WebSphere Voice Server log entry also generates an alarm. Overall status of all
alarms is shown at the bottom of the Administrative Console. In Figure 5-2, 46 error alarms
have been generated and reviewed by the system administrator. The Administrative Console
automatically keeps track of the alarms that are new and have not been reviewed. The
system administrator can also clear all the alarms at any time. The alarm view presents
several alarms at a time and provides detailed help on every alarm.
While both approaches allow the system administrator to monitor changes in the system, the
SystemOut.log might be preferable for quick diagnosis.
105
The Tivoli Performance Viewer can monitor data in real time or log the information to a
performance data log file for playback later. The WebSphere Voice Server Information Center
contains detailed tuning instructions for your machine. If you have performed all of these
steps, then there is no need to use the Tivoli Performance Monitor unless you are requested
to by IBM Support.
The most common Tivoli Performance Viewer use case scenario is to carefully monitor the
CPU and memory usage.
C:\>md work
C:\>cd work
C:\>C:\Program Files\WebSphere\AppServer\bin\collector
When the Collector Tool has completed, a JAR file will be created based upon your host
name and the WebSphere Base or Network Deployment product installed, in the format:
hostname-ND-WASenv.jar or hostname-Base-WASenv.jar.
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Figure 5-3 shows an example of the Voice Trace Analyzer output showing recognition results
for each MRCP session. Most of the sessions have successful recognitions. A no-match
recognition on the third turn of the 1016697 MRCP session is highlighted in red.
Chapter 5. Troubleshooting
107
After the Intel Dialogic software has been installed, it must be configured for the proper switch
and line protocols. There is a tool provided by Intel Dialogic that assists us to ensure that we
are communicating and have the proper handshake with the switch.
1. To run this tool, click Start Run and type the following command:
C:\Program Files\Dialogic\Bin\Lineadmin.bat -board 0
Important: Use the double quotes as shown because Microsoft Windows 2000 cannot
properly find the application if you do not.
Click OK.
2. A GUI application as shown in Figure 5-4 opens on your screen in about 20 seconds. This
application tells the status of the installed Intel NetStructure combined media board. In this
case we have a dual port card (48 ports), but only the first card has something connected
to it. The red and green lights tell us that we have a connection, but we are not
communicating properly. This can be caused by one of two problems. Either the cable is
not properly pinned, or the configuration file is not set for the proper line type.
To see the information shown, click Display Advanced which will show us the Adv
Alarm Status. Click Display Log to see the logging information at the bottom of the
window.
3. To locate the problem as shown in Figure 5-4 we first must open the proper configuration
file for the protocol that is being used. In this example we are configuring a dual span card
for a DMS100 switch. The file we need is the ml2_dsa_dms.config. Open it with a text
editor. Go to the lineadmin.1 section as shown in Example 5-7 on page 109 because we
are only working with the first 24 ports. There are three settings we must confirm that are
set properly.
a. The first is the SetParm=0x1601. We are connected as an ISDN-PRI line so this setting
must be set to dsx1_ESF. To make the change simply replace the 0 with a 1. The
parameter should then look like SetParm=0x1601,0.
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SetParm=0x1603,8
SetParm=0x1604,13
SetParm=0x160C,2500
SetParm=0x160D,2500
SetParm=0x1609,4
SetParm=0x160A,2500
SetParm=0x160B,15000
! Instance 1
! LineType (dsx1_D4=0, dsx1_ESF=1)
! SignalingType (CAS=4, CCS=5, Clear=6)
!For NFAS Trunks only-The Signaling Type
!parameter under the LineAdmin section must
!be set to indicate Clear Channel mode.
! Coding (B8ZS=7, AMI=8)
! ZeroCodeSuppression (Bell=10, GTE=11, DDS=12, None=13)
! The Line Alarm Handler parameter values below are
! the T1 recommended values and ranges.
! LOSDeclaredTime millisecond (0-2.5 seconds)
! LOSClearedTime millisecond (0-2.5 seconds)
! REDCFADecay (1/4=4 1/15=15, 4-15)
! REDCFADeclareTime millisecond (2.5 seconds)
! REDCFAClearedTime millisecond (1-15 seconds)
4. In Figure 5-5 on page 110 we have an example where the line type and coding is correct
but there is no D-Channel. In the Adv Alarm Status there is a black dot beside the
DChannel indicating that it is missing. Once again we must open the appropriate config
file and go to the line admin section for that port.
Chapter 5. Troubleshooting
109
SetParm=0x1603,7
SetParm=0x1604,13
SetParm=0x160C,2500
SetParm=0x160D,2500
SetParm=0x1609,4
SetParm=0x160A,2500
SetParm=0x160B,15000
! Instance 1
! LineType (dsx1_D4=0, dsx1_ESF=1)
! SignalingType (CAS=4, CCS=5, Clear=6)
!For NFAS Trunks only-The Signaling Type
!parameter under the LineAdmin section must
!be set to indicate Clear Channel mode.
! Coding (B8ZS=7, AMI=8)
! ZeroCodeSuppression (Bell=10, GTE=11, DDS=12, None=13)
! The Line Alarm Handler parameter values below are
! the T1 recommended values and ranges.
! LOSDeclaredTime millisecond (0-2.5 seconds)
! LOSClearedTime millisecond (0-2.5 seconds)
! REDCFADecay (1/4=4 1/15=15, 4-15)
! REDCFADeclareTime millisecond (2.5 seconds)
! REDCFAClearedTime millisecond (1-15 seconds)
In Figure 5-6 on page 111 we now have a green light on the Alarm status for port number 1
and a green light indicating that the D-Channel is available. This card is now ready to receive
calls.
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In Example 5-9 you can see the three parameters with the proper setting.
Example 5-9 ml2_dsa_dms.config with proper settings
[lineAdmin.1]
SetParm=0x1601,1
SetParm=0x1602,5
SetParm=0x1603,7
SetParm=0x1604,13
SetParm=0x160C,2500
SetParm=0x160D,2500
SetParm=0x1609,4
SetParm=0x160A,2500
SetParm=0x160B,15000
! Instance 1
! LineType (dsx1_D4=0, dsx1_ESF=1)
! SignalingType (CAS=4, CCS=5, Clear=6)
!For NFAS Trunks only-The Signaling Type
!parameter under the LineAdmin section must
!be set to indicate Clear Channel mode.
! Coding (B8ZS=7, AMI=8)
! ZeroCodeSuppression (Bell=10, GTE=11, DDS=12, None=13)
! The Line Alarm Handler parameter values below are
! the T1 recommended values and ranges.
! LOSDeclaredTime millisecond (0-2.5 seconds)
! LOSClearedTime millisecond (0-2.5 seconds)
! REDCFADecay (1/4=4 1/15=15, 4-15)
! REDCFADeclareTime millisecond (2.5 seconds)
! REDCFAClearedTime millisecond (1-15 seconds)
In Example 5-10 on page 112 we have the command set that will generate the FCD file after
editing the changes to the configuration file.
Note: These changes should not be needed in most installations because they are already
preset for the protocol you will be using. However should you be required to make the
changes, be sure to review the online bookshelf provided with the Intel Dialogic software
installation.
Chapter 5. Troubleshooting
111
Do this in a browser that has access to the VCS machine on the network. You will be
presented with the VCS Monitor home page as shown in Figure 5-7.
There are several links you can navigate to on the left window pane for the VCS.
A link of interest is Management Voice Ports as shown in Figure 5-8 on page 113. This
shows all of the voice ports configured in the VCS and attributes related to those ports.
You can see real time call status on the ports by clicking the Refresh link.
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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
Another link of interest is Management Logging as shown in Figure 5-9 on page 114.
This is where you can configure your log levels for GVP. You can select any of the GVP
processes as shown in Figure 5-10 on page 114 and set their log level as shown in
Figure 5-11 on page 115.
Note: Setting the log level to Full causes a high volume of files to be written to the hard
drive. Only use this setting when you are debugging. When you are finished debugging,
make sure you set the log level back to a lower setting.
To debug VoiceXML problems, select popgateway1, which is the process that
manages the first two trunks. If you have more than two trunks, popgateway2
manages the third and fourth trunks.
Chapter 5. Troubleshooting
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Another link of interest is Current Activity Call Summary as shown in Figure 5-12. The
Current Call summary shows your current inbound and outbound activity on the VCS.
Statistics can be seen in real time by clicking the Refresh link as needed.
Chapter 5. Troubleshooting
115
Important: Before you attempt to troubleshoot any component of GVP you should check to
see if the Watchdog service is down. If it is down, you will see the page illustrated in
Figure 5-13 when you try to open the VCS in a browser. If this is the case, you need to
troubleshoot why Watchdog is not started.
IBM WebSphere Voice Server V5.1.1/V5.1.2 and Genesys Voice Platform: An Interoperability Guide
4. If you are using the IBM TTS Connector, edit the IBMTextToSpeech.ini file in the
Drive:\Install Folder\config directory, which is usually C:\CN\Config. Insure that the
MrcpUrl entry matches your WebSphere Voice Server machine. If you are using Load
Balancer, then it should be the cluster address of the Load Balancer. It should be specified
in the format: rtsp://websphere_voice_server_hostname/media/synthesizer. If you
change this file, you will need to stop and restart the Watchdog for any changes to take
effect.
5. Ensure that WebSphere Voice Server has been configured to communicate successfully
with Genesys. You must insure that you have run the Genesys configuration script by
performing WAS Install Directory/bin/configureGenesys.sh on Linux, or Drive:\WAS
Install Directory\bin\configureGenesys on Windows. To troubleshoot this problem,
make a phone call. If the call is not successful using ASR, then check your
popgateway1.log for the following errors.
Example 5-11 shows the errors that will appear in popgateway1.log if WebSphere Voice
Server has not been configured for use with Genesys.
Example 5-11 WebSphere Voice Server not configured for Genesys errors in popgateway1.log
[2005/04/15 21:32:12.859] A4C RTSPMsgParser.cpp:228 C=57:L=1:U=0 parseRTSPResponse Function failed while
parsing CSeq Code
[2005/04/15 21:32:12.859] A4C RTSPMsgReceiverThread.cpp:176 C=57:L=1:U=0 parseRTSPResponse function failed
[2005/04/15 21:32:22.796] 45C CnMRCP.cpp:1013 C=56:L=1:U=915 ({FE6E7EEF-EDEC-4D84-B0E6-9BDBECF0D238})
Timeout getting response for Describe function
[2005/04/15 21:32:22.796] 45C CnMRCP.cpp:1014 C=56:L=1:U=915 ({FE6E7EEF-EDEC-4D84-B0E6-9BDBECF0D238})
Request ID = [1]
[2005/04/15 21:32:22.796] 45C CnMRCPAsr.cpp:891 C=56:L=1:U=915 ({FE6E7EEF-EDEC-4D84-B0E6-9BDBECF0D238})
MRCP describe Function failed
[2005/04/15 21:32:22.796] 45C TelephonyMgr.cpp:14440 C=10:L=2:U=920 [:N_dtiB1T1:P_dmv] recognizeGOSAPI:
Failed: Bridge::BRC = 8
[2005/04/15 21:32:22.812] 45C VxmlUtil.cpp:3481 C=12:L=1:U=321 VXML Error: event(error), message(Internal
error), element(Root_Document->vxml->[lang_form] form1->[lang] field1->prompt2 @
http://wvsdev103/VPM/perfy2/perfy.vxml?NEXTACTION=START&ANI=$ani$&DID=$did$&SESSIONID={FE6E7EEF-EDEC-4D84-B
0E6-9BDBECF0D238}&ScriptID=$sid$&ScriptData=$scriptdata$), current url
(http://wvsdev103/VPM/perfy2/perfy.vxml?NEXTACTION=START&ANI=$ani$&DID=$did$&SESSIONID={FE6E7EEF-EDEC-4D84B0E6-9BDBECF0D238}&ScriptID=$sid$&ScriptData=$scriptdata$)
Chapter 5. Troubleshooting
117
Example 5-13 is from the popgateway log showing a bad fetch error for an audio file that did
not exist. This problem was corrected by copying the referenced audio file to folder while the
URL was looking to find it.
Example 5-13 File not found error in popgateway.log
[2005/04/08 15:53:46.218] 7D8 XMLData.cpp:4209 C=12:L=1:U=321 downLoadFile: pageCollector failed
[0x80040194]
[2005/04/08 15:53:46.218] 7D8 XMLData.cpp:4229 C=12:L=1:U=311 Exception::DownloadFile:
http://wvaa.demo.ibm.com/GVP/iceCream%20audio/S00010s.wav
[2005/04/08 15:53:46.218] 7D8 PlayList.cpp:1533 C=12:L=2:U=320 PlayList::downloadAudio Failed to download
audio
[2005/04/08 15:53:46.218] 7D8 XMLData.cpp:2450 C=12:L=1:U=321 Could not send the trap:The ErrorString is
:RESOURCE_NOTFOUND : File was not foundhttp://wvaa.demo.ibm.com/GVP/iceCream%20audio/S00010s.wav :The URL
of the xmlpage where this voxfile is referenced is
http://wvaa.demo.ibm.com/GVP/iceCream.jsv?NEXTACTION=START&ANI=$ani$&DID=6666666&SESSIONID={4D4EC6CE-19FA-4
F6A-B545-885D16D8879F}&ScriptID=$sid$&ScriptData=$scriptdata$ ErrorURL: : CCThread:Inbound
[2005/04/08 15:53:51.656] 154 CnMRCP.cpp:2155 C=56:L=1:U=915 ({4D4EC6CE-19FA-4F6A-B545-885D16D8879F})
Failed with Response Code = 407
[2005/04/08 15:53:51.671] 154 CnMRCP.cpp:2156 C=56:L=1:U=915 ({4D4EC6CE-19FA-4F6A-B545-885D16D8879F})
Response = MRCP/1.0 9 407 COMPLETE
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Figure 5-14 Setting WebSphere Voice Server tracing for ASR troubleshooting
3. When you have recreated the problem, set the Trace Modify window back to:
*=all=disabled. Then click OK. This will disable all tracing.
4. Run the collector tool to create a JAR file that contains all required information as
explained in 5.4, Using the WebSphere Collector Tool on page 106.
5. Use the Voice Toolkit Voice Trace Analyzer and import the JAR as explained in 5.5, Using
the Voice Toolkit Voice Trace Analyzer on page 106.
Chapter 5. Troubleshooting
119
6. Click Problems. This tab shows all the ASR related errors, including no-input and
no-match problems. Figure 5-15 shows an example of the Voice Trace Analyzer screen
highlighting a no-match problem.
7. To debug a no-input problem, listen to the saved audio file by double-clicking the speaker
icon. You should expect to hear silence. If you click Call Prompt, you can see where in
the flow this no-input occurred. Usually, you will need to review the VoiceXML application
and insure that your prompts are clear and that you have given the user adequate time to
answer the prompts.
8. To debug a no-match problem, also listen to the saved audio file. You can use the
Transcription file to record what the user has spoken. You can click Grammars to see the
active grammars for this turn. A no-match is returned when the user has spoken an
utterance not in the active grammars.
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Chapter 5. Troubleshooting
121
UAGE=en-US&SESSIONID={1942D94B-396F-4208-830F-D6DFFED0A647}&APPNAME=InstallTestApp&TOLLFREENUM=8001234567&R
ESELLERNAME=Genesys&CUSTNAME=CodeCenter&DID=5555555&ANI=$ani$&tts_tmo=8 ErrorURL:
http://localhost:9810/webnotify.asp?notifyProcess=TTS_IBM&ACTION=CONVERT&VOICEFORMAT=BASIC&GENDER=MALE&LANG
UAGE=en-US&SESSIONID={1942D94B-396F-4208-830F-D6DFFED0A647}&APPNAME=InstallTestApp&TOLLFREENUM=8001234567&R
ESELLERNAME=Genesys&CUSTNAME=CodeCenter&DID=5555555&ANI=$ani$&tts_tmo=8: CCThread:Inbound
[2005/04/11 13:14:09.578] 7E0 VxmlUtil.cpp:3481 C=12:L=1:U=321 VXML Error: event(error.noresource),
message(Error Code:800401C8
http://localhost:9810/webnotify.asp?notifyProcess=TTS_IBM&ACTION=CONVERT&VOICEFORMAT=BASIC&GENDER=MALE&LANG
UAGE=en-US&SESSIONID={1942D94B-396F-4208-830F-D6DFFED0A647}&APPNAME=InstallTestApp&TOLLFREENUM=8001234567&R
ESELLERNAME=Genesys&CUSTNAME=CodeCenter&DID=5555555&ANI=$ani$&tts_tmo=8),
element(Leaf_Document->vxml->form1->block1->prompt1 @
http://localhost:80/VPM/Database/AppUrl/test/PROMPT1%2Easp), current url
(http://localhost:80/VPM/Database/AppUrl/test/PROMPT1%2Easp)
In Example 5-15 we see in the first line that the problem is caused by an invalid language
resource. The WebSphere Voice Server does not have a US English language, male voice
installed. To correct the problem, simply open the application and go to the language format
on the prompt and select the proper language to match WebSphere Voice Server.
Example 5-15 TTS_IBM.log
[2005/04/11 13:14:09.546] 9B0 Request.cpp:1371 C=33:L=1:U=0 Language en-US and Gender MALE not running on
this TTS Server.
[2005/04/11 13:14:09.546] 9B0 LangMIBMgt.cpp:201 C=33:L=2:U=0 Language MIB not found for en-US_MALE_
assign to UNSUPPORTED
[2005/04/11 13:14:09.546] 9B0 CTTS.cpp:371 C=33:L=1:U=0 Request Not Initialized. Return without
processing.
[2005/04/11 13:14:09.546] 9B0 CTTS.cpp:1451 C=33:L=1:U=0 Sending Trap: ClientIP=127.0.0.1
SessionID={1942D94B-396F-4208-830F-D6DFFED0A647} ANI=$ani$ DID=5555555 Desc=Language Not Support.
Lang=en-US Gender=Male VoiceName= Text=Thanks for calling
Note: The Using IBM Text to Speech Technology and Speech Synthesis Markup
Language Guide has an excellent in depth write up on pitch and range.
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Chapter 5. Troubleshooting
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ASR
CCXML
CTI
DLL
DNIS
DTMF
EE
Enterprise Edition
GUI
GVP
HA
High Availability
HTML
IBM
ISDN
ITSO
J2EE
MRCP
NE
Network Edition
NLSR
PBX
PSTN
RDBMS
RTSP
SSML
TTS
Text to Speech
URI
VCS
VoiceXML
VPM
VoiceXML
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Glossary
ANI.
ASR.
DNIS.
DTMF.
component.
application.
127
J2EE.
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RTSP.
URI.
Glossary
129
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Related publications
The publications listed in this section are considered particularly suitable for a more detailed
discussion of the topics covered in this Redpaper.
IBM Redbooks
For information about ordering these publications, see How to get IBM Redbooks on
page 133. Note that some of the documents referenced here may be available in softcopy
only.
WebSphere Voice Server for Multiplatforms V5.1.1/V5.1.2 Handbook, SG24-6447
Other publications
These publications are also relevant as further information sources:
Online resources
These Web sites and URLs are also relevant as further information sources:
Genesys Global home
http://www.genesyslab.com
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Related publications
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