Contents

VoiceGuide Help
1. Introduction
Welcome To VoiceGuide
Which version to use
2. System Configuration
System Requirements
Installing v7.x - Dialogic
Installing v7.x - VoIP / HMP
Installing v6.x - Dialogic
Installing v5.x - Voice Modems
Installing v5.x - CAPI compatible cards
Installing v5.x - Dialogic
Installing v5.x - Dialogic Wave Drivers
Text To Speech
Call Transfers and Conferencing
ODBC Data Sources
End of Call Detection
Distinctive Ring Detection
Cisco Call Manager Configuration
T1/E1 ISDN Configuration
T1/E1 RobbedBit/CAS/R2 Configuration
VoIP Line Registration
Command Line Options
Registering VoiceGuide
Unique System Identifier
3. Script Design
Introduction
Graphical Design Environment
Module Types
Paths
Result Variables
Call Start
Call Finish
Multilanguage Systems
Protected Scripts
Sound files
Testing Scripts
4. Modules Reference
Play
Record
Get Numbers
Say Numbers
Transfer Call
Send Phone Message
Send Pager Message
Send Email
Database Query
Run Program
Time Switch
Evaluate Expression
Run VB Script
Send DDE Command
Hangup Call
5. Fax
Introduction
6. Voicemail
Introduction
Voicemail System Manager
Voicemail Menus
Message Lamps
7. Outbound Dialing
Loading Numbers to Call
Detect Call Answer
Outbound VoIP calls
Predictive Dialers
External Database Source (v7)
8. Speech Recognition
Introduction
Grammars
Install LumenVox
9. Logs
Script Logs
Call Detail Records (CDRs)
10. ActiveX / COM Interface
Admin_TraceLogAdd
Dialer_MakeCall
Dialer_OutDialQueAdd
Bridge_Connect
Bridge_Disconnect
Line_Hangup
Line_Pickup
Play_Start
Play_Stop
Record_Stop
Record_Start
Record_2Lines_Start
Run_ResultReturn
RvGet
RvGet_All
RvGet_AllXml
RvSet
RvSet_RvList
Script_Gosub
Script_Goto
Script_Return
Serial_Tx
Vm_Event
Vm_VmbConfig_Get
Vm_VmbConfig_Set
11. PBX Integration (CTI)
Inband Signaling
Ericsson MD110 Voicemail Interface
Legal Information
Copyright & Disclaimer

 
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Installing VoiceGuide 7 on systems using VoIP / HMP

VoiceGuide v7.x can be used handle SIP and H.323 calls over the network, without the need for any hardware cards.

 

Installing Dialogic HMP Software

Dialogic HMP 3.0 should be installed first.

Best approach is to just use Administrator account when installing HMP. A user that is part of the 'Administrator' group does not have the same privileges as the actual Administrator account

Please always refer to the Dialogic’s Release Notes and/or Installation Notes to determine what operating system may be used, and what system tests need to be ran to confirm HMPs suitability. eg: hpettool.exe to test for HPET compatability.

On Server class systems if there is an option to set 'C-State' then you need to ensure that C-State is disabled (set to C0).

After installing HMP you will need to ensure that the Dialogic service is started. The Dialogic service can be started using the Dialogic Configuration Manager  (DCM).

It's recommended to also set the Dialogic service to start automatically. This can be set using DCM 's Settings -> System/Device autostart -> Start System menu, or by using the Windows' Control Panel -> System and Security -> Administrative tools -> Services applet.

HMP comes with a 1 port Evaluation license. To to obtain the free multi-port evaluation license please see: http://www.dialogic.com/products/ip_enabled/download/hmp_download.htm

Please contact sales@voiceguide.com regarding purchasing of HMP licenses.

 

Testing Dialogic HMP Installation

After installing HMP, start Dialogic's IP Media Server Demo application, and then perform a test call into the system by dialing the IP address of the HMP system from a VoIP phone or softphone on another system.

 

On Windows 7 and Windows 2008 systems the IP Media Server Demo application is located here:

C:\ProgramData\Dialogic\HMP\demos\IPMediaServer\Release\IPMediaServer.exe

The C:\ProgramData\ directory is a hidden directory, and needs to be made visible first.

To make C:\ProgramData\ directory visible click on C:\ drive in Windows Explorer, the click on the "Organize" button in top left corner and select "Folder and Search Options". Click on "View" tab and select "Show hidden files, folders and drives" option.

 

On Windows XP and Windows 2003 systems the IP Media Server Demo application is located here:

C:\Program Files\Dialogic\HMP\demos\IPMediaServer\Release\IPMediaServer.exe

 

A successful running of the IPMediaServer demo should look like this in the Command Prompt window:

 

C:\Program Files\Dialogic\HMP\demos\IPMediaServer\Release>ipmediaserver
************************************************************
*                                                          *
*  IP Media Server -  Media services over IP Demo Program. *
*             Copyright  2003 Intel Corporation.          *
*                                                          *
************************************************************
DTMFMode inband
 TxCoder[0]
                 Capability: g711mulaw
                 Type: 2
                 Direction: 1
                 Payload_type: 255
                 FramesPerPacket: 20
                 VAD: 0.
 RxCoder[0]
                 Capability: g711mulaw
                 Type: 2
                 Direction: 2
                 Payload_type: 255
                 FramesPerPacket: 20
                 VAD: 0.


[info] CEventRouter::Init: Initializing channels...may take a few seconds!

<<Number of Fax (& Voice) boards found: 1 >>
<<Number of Voice (& Fax boards) found: 1 >>
<<Number of IPT boards found: 1>>
<<Number of IPM boards found: 1>>


Waiting for key:
         'Q' - to quit
CIPDevice::processEvent -> receive GCEV_UNBLOCKED on :N_iptB1T1:P_IP:M_ipmB1C1
 

You will next need to ensure that the Windows Firewall is allowing incoming connections into this application. See 'Firewall Configuration' section lower on this page.

To perform a test call you can just dial the IP address of the HMP machine from a VoIP phone or a softphone on another machine. If HMP is correctly installed and works correctly the IP Media Server Demo application will answer the call and play a sound file. The following should appear on the screen when the call is made:

 

IP: Process GCEV_OFFERED event in Null state
The protocol name is CALLPROTOCOL_SIP
IP
:enter OFFERED state

IP
: Process GCEV_EXTENSION in OFFERED state
GetExtensionCmpltInfo

IP
: Process GCEV_ANSWERED in OFFERED state
IP
:enter CONNECTED state
destination
= 2, channelId = 0

CVoiceStateMachine::NullUsrconnected: process USR_CONNECTED in NULL state
CVoiceStateMachine::NullUsrconnected: play mainmenu
CVoiceStateMachine::ChangeState: MAIN_MENU state

IP
: Process GCEV_DISCONNECTED in CONNECTED state
IP
:enter DROPPING state
destination
= 2, channelId = 0
CVoiceStateMachine::GeneralDisconnect: GeneralDisconnect
CVoiceStateMachine::ChangeState:  NULL state

IP
: Process GCEV_DROPCALL in DROPPING state
IP
:enter RELEASING state

IP
: Process GCEV_RELEASECALL in RELEASING state
IP
:enter NULL state

CVoiceStateMachine::NullImplementation: not implemented

 

Installing VoiceGuide

Dialogic's HMP drivers must be installed before proceeding with VoiceGuide installation (see above).

Best approach is to just use Administrator account when installing, configuring and managing VoiceGuide. A User that is part of the 'Administrator' group does not have the same privileges as the actual Administrator account

On Windows7 you will first need to enable the Administrator account. It is not enabled by default.
To enable the Administrator account:
Start -> Computer -> RightClick -> Manage -> Local Users and Groups -> Users -> Administrator
Uncheck the "Account is disabled" entry

When installing VoiceGuide 7 select the "VoIP / HMP" option to install the configuration files used for VoIP / HMP installations.

The default configuration sets the Calling Card demo script as the script to be used when incoming calls are answered.

 

Configuring VoiceGuide

System configuration is set using the Config.xml file. Config.xml file is located in VoiceGuide's \conf\ subdirectory.

The default Config.xml file opens two VoIP lines.

See the sample Config files provided for examples of how to set up the Config.xml file for systems other then the default 2 line VoIP setup.


In Win7 and Win2008 if not running as Administrator then you will need to make some changes to be able to edit the VoiceGuide directory tree so that you can change Config.xml etc. files

In Windows Explorer:

- Right click on the VoiceGuide directory,
- Select Properties,
- Go to the Security tab,
- Click the Edit button to change permissions,
- Select the Users group,
- Tick the Full Control box in the Allow column.

 

Perform a test call into the system by dialing the IP address of the HMP system from VoIP phone or softphone on another system.

In order for VoiceGuide to answer calls directed to specific VoIP lines and extensions VoiceGuide must 'register' itself with the relevant VoIP Server. Configuration of the registration process is made through the Config.xml. The relevant VoIP_Registrations and VoIP_Authentications in sections in Config.xml must be filled out in order for VoiceGuide to register the VoIP lines/extensions. This is area is covered in this Help file section: VoIP Line Registration

After you hear the demonstration script answer the call you are now ready to start creating your own scripts. Refer to the Script Design section of the Help file.

The setting of the default VoiceGuide script to be used when answering calls on each of the lines is also set in Config.xml file, as is a number of other settings.

If not running as Administrator then you will not be able to stop and start the VoiceGuide service using the VoiceGuide Service Monitor applet from the icon tray.
To stop/start the VoiceGuide IVR service you will need to go to Control Panel -> System and Security -> Administrative tools -> Services

Firewall Configuration

In order to allow incoming VoIP calls to be received by VoiceGuide service you will need to add an entry in the Firewall Inbound Rules (or just disable the Firewall).

To add an entry in the Firewall Inbound Rules:

Windows 7:
Start -> Control Panel -> System and Security -> Firewall -> Advanced Settings
Select Inbound Rules in the left hand menu.

Windows 2008:
Start -> Computer -> Right Click -> Manage
This will launch the Server Manager
In the left hand menu select:
Configuration -> Windows Firewall -> Inbound Rules

then add a rule to the Inbound Rules set that allows the
vgIvrService.exe program to receive all types of incoming messages.
(or make two entries - one for TCP and one for UDP)

 

Wav file format

When using VoiceGuide 7 in VoIP mode all sound files should be in uLaw format (8kHZ, 8 bit, Mono, uLaw)

uLaw encoding is the de-facto standard used on G.711 connections, and recording your original sound files in uLaw will result in byte-for-byte sending of the sound file over the VoIP connection if the connection is G.711

 

Hardware Requirements

Minimum hardware requirements are Pentuim 2GHz, 1GB RAM, 200MB HD, WinXP.

Any current model system would be able to handle up to about 30 channels. For systems above 30 channels a current model Intel Xeon based system is recommended.

Supported Operating systems are Win7, Win2008, Win2003, WinXP, Vista.

HPET timer needs to be enabled on system (it is on all current systems). Please see:

http://membersresource.dialogic.com/_releases/hmpWindows/hmp30/HPET%20Tool%20Readme.txt

http://www.dialogic.com/support/helpweb/helpweb.aspx/2415/how_to_determine_if_your_system_is_compatible_for_hpet_in_a_windows_environment/pm_hmp_win

 

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