Automatic IVR Bypass

Procedure

1. Upload exception handling voices to the file server.
   In this version, the IVR online orchestration function is optimized. To preset system or agent exception voices, you need to upload them to the path specified in the defaultIVR.ini file.

   1. Obtain the following files from \aicc\ivrdefaultflow\voice in the AICC_****_ConfigPkg.zip package:
      • exceptionVoice.wav
      • faultVoice.wav
   2. Log in to the LMT client as the admin user, right-click Domain > Subnet > UAP on the Object Navigation Tree tab page, and choose Launch MML Command from the shortcut menu to query the IP address of the UAP file server.

      On the MML command tab page, run the LST FSCFG command to query the IP address of the file server.

      

      On the MML command tab page, run the LST VOLCFG command to query the path corresponding to the drive letter.

      

   3. Log in to the UAP file server and place the voice files obtained in 1.a in /voice in the corresponding directory on the UAP file server, for example, /share/voice. After the voice files are uploaded, change the permission on the files to 640 and ensure that the owner group of the files is the same as that of the corresponding directory on the UAP file server. If the voice directory does not exist, manually create it, change the permission on the directory to 750, and ensure that the owner group of the directory is the same as that of the corresponding directory on the UAP file server.
   4. (Optional) Log in to the CTI server as the cti user, create a directory in home/cti/icddir/bin (for example, create Y: if the drive letter is y), and change the permission and owner group of the directory to 750 and cti:icd, respectively. Skip this step if you have completed the operations in (Optional) Configuring Information After the ASR and TTS Are Connected.
   5. (Optional) Switch to the root user, mount the UAP file server to the new directory on the CTI, and run the following command. Skip this step if you have completed the operations in (Optional) Configuring Information After the ASR and TTS Are Connected.

      # mount -t nfs -o soft,intr,rsize=32768,wsize=32768,timeo=50,retrans=5 ip:/share /home/cti/icddir/bin/Y:

      ip:/share indicates the IP address and directory of the UAP file server, which must be the same as those in 1.b. /home/cti/icddir/bin/Y indicates the directory created in 1.d.

2. Check the defaultIVR.ini file on the IVR server.
   1. Log in to the IVR server as the IVR installation user (usually the cti user), go to the /home/cti/icddir/bin directory, and open the defaultIVR.ini file.
   2. Check whether the defaultAudioSkill skill queue exists in the flow configuration file. If the skill queue does not exist, set VDNID to the skill queue name.

      SkillNameList="0-defaultAudioSkill"

   3. Check the paths of the error prompt tone and exception prompt tone. If the paths are different from those configured on the UAP, change the paths.

      ExceptionVoicePath="Y:/voice/exceptionVoice.wav"
      FaultVoicePath="Y:/voice/faultVoice.wav"

      

      Replace Y:/voice with the actual path.

3. In /home/cti/icddir/bin, restart all IVR processes as the cti user.
   Run the following commands to restart all IVR processes in sequence:

   </home/cti/icddir/bin>mdscmd
   mdscmd bind to ip xxx.xxx.34.108
   ICDV300R008CXX
   
   Main Menu:
       0). Get Process State From MDS
       1). List All Process
       2). Add  Process
       3). Modify Process Setting
       4). Delete Process
       5). Get Configuration From CCS
       6). Start Process
       7). Stop Process
       8). Start All Process
       9). Stop All Process
       a). Set Alarm Information
       b). Set Reference IP Address
       q). Quit
   Please Select (0~9,a,b or q):
   7
   --------Request Stop Process--------
   Please choose a Server:
       icdcomm         0
       omd             100
       ccsapp          2400
       cnfgsvr         60000
       oas             989
       nis             38
       ctilink         21
       ivr             301
       webm            2200
       aplogic64       201
       ctiserver       2100
       was             1001
       obs             1203
   ServerName>ivr
   ProgID>301
     Please confirm Y/N (default:N):
   Confirm>Y
   Submit Stop Process Request Success.
   ProcName  ProgID CurrentStatus     CPU MemUsed MemLimit   ProcID Status BindCPU MemoryAlert
   ivr          301     WAIT_EXIT   1.80% 2482(M)  3000(M)    11737 ---          0       80
   
   Press ENTER to return main menu
   
   Main Menu:
       0). Get Process State From MDS
       1). List All Process
       2). Add  Process
       3). Modify Process Setting
       4). Delete Process
       5). Get Configuration From CCS
       6). Start Process
       7). Stop Process
       8). Start All Process
       9). Stop All Process
       a). Set Alarm Information
       b). Set Reference IP Address
       q). Quit
   Please Select (0~9,a,b or q):
   6
   --------Request Start Process--------
   Please choose a Server:
       icdcomm         0
       omd             100
       ccsapp          2400
       cnfgsvr         60000
       oas             989
       nis             38
       ctilink         21
       ivr             301
       webm            2200
       aplogic64       201
       ctiserver       2100
       was             1001
       obs             1203
   ServerName>ivr
   ProgID>301
     Please confirm Y/N (default:Y):
   Confirm>Y
   Submit Start Process Request Success.
   ProcName  ProgID CurrentStatus     CPU MemUsed MemLimit   ProcID Status BindCPU MemoryAlert
   ivr          301 BEGIN_MONITOR   0.00%    0(M)  3000(M)      ??? ---        ???       80