Aculab Application Note

Installation and Reference Guide

Customer Interaction Center®

Enterprise Interaction Center®
Communité®

Version 2.3 and 2.4

Last updated 11/15/05

(See Change Log for summary of changes made to this document.)

Always check for a newer version of this document!

Application Notes: http://www.inin.com/support/cic/23/telephony

Abstract
This document contains instructions for installing and configuring Aculab functionality on your IC Server.
Please note: This is a work in progress.

This document applies to one or more Interactive Intelligence and/or Vonexus products. Vonexus is a wholly
owned subsidiary of Interactive Intelligence.
Copyright and Trademark Information
©1994 – 2005 Interactive Intelligence Inc./ Vonexus Inc. All rights reserved. Vonexus is a wholly-owned subsidiary of
Interactive Intelligence Inc. Interactive Intelligence®, Interaction Center Platform®, Communité®, Enterprise Interaction
Center®, Interactive Intelligence Customer Interaction Center®, e-FAQ®, e-FAQ Knowledge Manager, Interaction Dialer®,
Interaction Director®, Interaction Marquee, Interaction Recorder®, Interaction SIP Proxy, Interaction Supervisor,
Interaction Tracker, Mobilité®, Vocalité®, Interaction Administrator®, Interaction Attendant®, Interaction Client®,
Interaction Designer®, Interaction Fax Viewer, Interaction FAQ, Interaction Melder, Interaction Screen Recorder, Interaction
Scripter®, Interaction Server, Wireless Interaction Client, InteractiveLease®, and the “Spirograph” logo design® are all
trademarks or registered trademarks of Interactive Intelligence Inc.
veryPDF is Copyright © 2000-2005 by veryPDF, Inc. Other brand and/or product names referenced in this document are the
trademarks or registered trademarks of their respective companies.
Interactive Intelligence Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Vonexus
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (888) 817-5904
www.vonexus.com
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR
ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS,
TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interaction Center Platform Statement

This document describes Interaction Center (IC) features that may not be available in your IC product.
Several products are based on the IC platform, and some features are disabled in some products.
Three products are based on the IC platform:
• Customer Interaction Center (CIC)
• Enterprise Interaction Center (EIC)
• Communité
While all of these products share a common feature set, this document is intended for use with all IC
products, and some of the described features may not be available in your product.

How do I know if I have a documented feature?

Here are some indications that the documented feature is not available in your version:
• The menu, menu item, or button that accesses the feature appears grayed-out.
• One or more options or fields in a dialog box appear grayed-out.
• The feature is not selectable from a list of options.
If you have questions about feature availability, contact your vendor regarding the feature set available in
your version of this product.

Aculab Application Note 2 of 100 © 2005 Interactive Intelligence, Inc

Table of Contents
List of Tables ....................................................................................................................................7
Change Log.......................................................................................................................................8
1 Release Notes ..........................................................................................................................10
2 Overview of Aculab Hardware ..................................................................................................11
2.1 Base PCI Card .................................................................................................................... 11
2.2 Prosody Card ...................................................................................................................... 11
2.3 Trunk-Only Card ................................................................................................................. 11
2.4 Line Interface Module (LIM) .................................................................................................. 12
2.5 SHARC Module (DSP)........................................................................................................... 13
2.6 CAS Module (DSP)............................................................................................................... 13
2.7 Additional Hardware Information ........................................................................................... 14
2.7.1 Differences between Prosody and Trunk Only Cards ........................................................... 14
2.7.2 Explanation of LED Indicators ......................................................................................... 14
3 Hardware Integration with Interaction Center .........................................................................15
3.1 Deciding on Components ...................................................................................................... 15
3.2 Configurations that require a CAS module............................................................................... 16
3.3 Configuration of Prosody Cards without Line Interface Modules (LIMs) ........................................ 17
3.4 Verifying Proper Port (Span) Connections ............................................................................... 18
3.5 Important Notes about Aculab Cards and IC Integrations .......................................................... 18
4 Installing Aculab Components..................................................................................................19
4.1 Physical Insertion of Aculab Cards ......................................................................................... 19
4.2 Determine Installation Scenario............................................................................................. 19
4.2.1 New Installations .......................................................................................................... 19
4.2.2 Upgrades ..................................................................................................................... 19
4.3 (Upgrades Only) Uninstall Existing Aculab Software.................................................................. 20
4.3.1 Back Up the Aculab Configuration .................................................................................... 20
4.3.2 Stop IC Services and Disable Virus Scanning ..................................................................... 21
4.3.3 Remove References to the Aculab Cards (Aculab Configuration Tool) .................................... 22
4.3.4 Uninstall the Existing Aculab Software .............................................................................. 22
4.4 Install the Aculab Software (Aculab Configuration Tool) ............................................................ 22
4.4.1 (Windows 2003) Disable Microsoft Unsigned Driver Warnings .............................................. 22
4.4.2 Install the Aculab Configuration Tool ................................................................................ 23
5 Configuring Aculab Components...............................................................................................23
5.1 Starting Aculab Configuration Tool ......................................................................................... 24
5.2 Add Aculab Cards ................................................................................................................ 24
5.3 Verify Configuration Utility Settings........................................................................................ 25
5.4 Configure Aculab Cards ........................................................................................................ 26
5.4.1 Protocol Tab ................................................................................................................. 26
5.4.2 Switch Tab (Termination) ............................................................................................... 28
5.5 Exiting the Aculab Configuration Tool ..................................................................................... 29
5.6 Using Mixed Drivers............................................................................................................. 29
5.6.1 Copy Mixed Drivers to Server.......................................................................................... 29
5.6.2 Apply Mixed Protocol Configuration .................................................................................. 30
5.7 Additional System Modifications ............................................................................................ 32
6 Installing Interaction Center (IC) for Aculab ...........................................................................32

Aculab Application Note 3 of 100 © 2005 Interactive Intelligence, Inc

 6.1 New IC Installation Summary................................................................................................ 32
6.2 Part 1: Run the IC Server Install (Select Telephony Platform) .................................................... 32
6.3 Part 2: Run IC Setup Assistant (Configure Channel Banks and Stations) ...................................... 33
6.3.1 Device Detection ........................................................................................................... 33
6.3.2 Configure Stations (and Channel Bank Interfaces) ............................................................. 34
6.3.3 Configure Fax Stations ................................................................................................... 43
7 Post IC Installation: Interaction Administrator Configuration ..................................................45
7.1 Device Detection ................................................................................................................. 46
7.2 Interfaces and Digital Lines .................................................................................................. 46
7.3 Stations ............................................................................................................................. 47
7.4 Configuration Checklist ........................................................................................................ 47
7.5 Telephony Parameters ......................................................................................................... 48
7.5.1 H.100 Clock Master ....................................................................................................... 48
7.5.2 H.100 Clock Master Source ............................................................................................. 48
7.5.3 H.100 Clock Master Vender............................................................................................. 49
7.5.4 Play Volume ................................................................................................................. 49
7.5.5 Flashhook Enabled ........................................................................................................ 49
7.5.6 Diagnostic Record ......................................................................................................... 49
7.5.7 Maximum Number of Diagnostic Voice Resources ............................................................... 49
7.6 Server Parameters .............................................................................................................. 49
7.6.1 Vendor Support ............................................................................................................ 50
7.6.2 EC Play Volume............................................................................................................. 50
7.6.3 EC Convergence Period .................................................................................................. 50
7.6.4 Play Digits No Conference............................................................................................... 50
7.6.5 Play Digits Tone Specifications ........................................................................................ 50
7.6.6 Call Analysis Tendency................................................................................................... 50
7.7 Voice Modules..................................................................................................................... 51
7.7.1 Audio .......................................................................................................................... 53
7.7.2 Conference................................................................................................................... 53
7.7.3 Fax ............................................................................................................................. 54
7.7.4 Text Telephone ............................................................................................................. 54
7.7.5 DSP Speech Recognition ................................................................................................ 54
7.7.6 Hosted Speech Recognition............................................................................................. 54
7.7.7 Echo Cancelled ............................................................................................................. 54
7.7.8 ADSI ........................................................................................................................... 54
8 General Configurations.............................................................................................................54
8.1 Establishing Proper Clocking ................................................................................................. 54
8.2 Channel Bank Integrations ................................................................................................... 56
8.2.1 Line Coding and Framing................................................................................................ 56
8.2.2 Channel Bank Line Associations in IC ............................................................................... 57
8.2.3 Adit 600 Configuration ................................................................................................... 58
8.2.4 Newbridge 3630 Configuration ........................................................................................ 59
8.2.5 RS232 Cable Wiring Schema ........................................................................................... 63
8.2.6 Achieving Proper E1 Flashhook Capabilities ....................................................................... 64
8.3 AudioCodes and Aculab Integration........................................................................................ 65
8.3.1 Hardware Configuration ................................................................................................. 65

Aculab Application Note 4 of 100 © 2005 Interactive Intelligence, Inc

 8.3.2 Aculab Software Configuration ........................................................................................ 66
8.3.3 AudioCodes Software Configuration ................................................................................. 66
8.3.4 Interaction Center Configuration...................................................................................... 66
8.4 Speech Recognition Integrations (ASR) .................................................................................. 67
8.4.1 Isolated Word Recognition (IWR)..................................................................................... 67
8.4.2 Hosted Integrations: Nuance and SpeechWorks ................................................................. 67
8.5 Station Caller ID and MWI .................................................................................................... 68
8.6 Putback \ Takeback Transfers ............................................................................................... 68
8.6.1 Handler Implementation................................................................................................. 68
8.6.2 Protocol Specific Support................................................................................................ 69
8.6.3 ISDN-Based Transfers.................................................................................................... 70
8.6.4 Wink-based Transfers .................................................................................................... 71
8.7 TDD (TTY) Functionality ....................................................................................................... 73
8.7.1 Resource Allocation ....................................................................................................... 73
8.7.2 Handler Implementation................................................................................................. 73
8.8 Telephony Call Attributes ..................................................................................................... 74
8.8.1 Eic_BearerTransferCapability .......................................................................................... 74
8.8.2 Eic_CallingPnScreeningInd.............................................................................................. 74
8.8.3 Eic_ConnectDurationTime............................................................................................... 74
8.8.4 Eic_ConnectedAddress ................................................................................................... 74
8.8.5 Eic_ConnectedName ...................................................................................................... 74
8.8.6 Eic_ConnectedNameIn ................................................................................................... 74
8.8.7 Eic_ConnectedNumberIe ................................................................................................ 75
8.8.8 Eic_ConnectEvtTime ...................................................................................................... 75
8.8.9 Eic_DestinationSubAddress............................................................................................. 75
8.8.10 Eic_DivertingNumber .................................................................................................. 75
8.8.11 Eic_IsdnCauseValue ................................................................................................... 75
8.8.12 Eic_IsdnRawCauseValue.............................................................................................. 75
8.8.13 Eic_OriginatingSubAddress .......................................................................................... 75
8.8.14 Eic_OriginalCalledName .............................................................................................. 75
8.8.15 Eic_OriginalCalledNumber ........................................................................................... 75
8.8.16 Eic_PresentationIndicator ............................................................................................ 75
8.8.17 Eic_ProtocolId ........................................................................................................... 75
8.8.18 Eic_ReasonForCall ...................................................................................................... 76
8.8.19 Eic_ReasonForCallString.............................................................................................. 76
8.8.20 Eic_RedirectingName .................................................................................................. 76
8.8.21 Eic_RedirectingTn ...................................................................................................... 76
8.9 Dialstring Configuration........................................................................................................ 76
8.9.1 Syntax ........................................................................................................................ 76
8.9.2 Names and Values......................................................................................................... 76
8.9.3 Configuration Points ...................................................................................................... 77
9 Protocol Feature Configurations ...............................................................................................77
9.1 Supported Protocols ............................................................................................................ 77
9.2 ISDN Protocols ................................................................................................................... 78
9.2.1 ISDN Feature Matrix ...................................................................................................... 79
9.2.2 5ESS (AT&T), NI2, ETS300 ............................................................................................. 80

Aculab Application Note 5 of 100 © 2005 Interactive Intelligence, Inc

 9.2.3 4ESS (4ESS Custom)..................................................................................................... 80
9.2.4 DMS100 ...................................................................................................................... 81
9.2.5 Q.SIG.......................................................................................................................... 81
9.2.6 Configuring Extended Features (QSIG, NI2, and ETS300).................................................... 81
9.2.7 DPNSS ........................................................................................................................ 85
9.3 R2 (MF) Signaling Protocols .................................................................................................. 85
9.4 Robbed-Bit Signaling Protocols .............................................................................................. 85
9.4.1 Coding and Framing ...................................................................................................... 85
9.4.2 Feature Group D ........................................................................................................... 86
10 Information Gathering for Trouble Shooting .........................................................................86
10.1 Information Check List:..................................................................................................... 86
10.2 Protocol Tracing ............................................................................................................... 86
10.2.1 External Trace Utility (Trace.exe) ................................................................................. 86
10.2.2 CAS Protocol Trace ..................................................................................................... 86
10.2.3 Procedure to Start Tracing........................................................................................... 87
10.2.4 Trace Results............................................................................................................. 87
10.3 Configuring I3 Subsystems Tracing ..................................................................................... 87
10.4 Aculab System Information (SysInfo) Utility ......................................................................... 89
10.5 Aculab Tools.................................................................................................................... 90
10.6 Configuring Dr. Watson ..................................................................................................... 90
10.7 Diagnostic Recording ........................................................................................................ 91
10.8 Interactive Administrator Registry Dump (IA.csv) ................................................................. 91
11 Procedures for Trouble Shooting ...........................................................................................91
11.1 Aculab Configuration Tool Issues ........................................................................................ 91
11.1.1 Aculab Configuration Tool Does Not Detect Any Cards ..................................................... 91
11.1.2 System Does Not Start Correctly After Aculab Driver Upgrade........................................... 92
11.2 Physical Layer Issues ........................................................................................................ 93
11.3 Fax Related Issues ........................................................................................................... 94
11.4 Call Analysis Related Issues ............................................................................................... 95
11.4.1 Call Analysis Review Points .......................................................................................... 95
11.4.2 Cause and Affect Relationships..................................................................................... 95
11.4.3 Support Incident Information Check List ........................................................................ 96
12 Frequently Asked Questions (FAQs) ......................................................................................96
12.1 Is the Sequential Serial Order of the Aculab Cards Important? ................................................ 96
12.2 What do Layer 1 Errors Indicate?........................................................................................ 96
12.3 What is CRC4 Checking and How Can I Turn it Off? ............................................................... 96
12.4 Layer 2 Never Becomes Active Even When Layer 1 is Working?............................................... 97
12.5 CAS Firmware Fails to Download? ....................................................................................... 97
13 Appendix A – Extended Release Notes ..................................................................................98
13.1 Voice Module Firmware Refresh .......................................................................................... 98
13.2 CAS Module Usage ........................................................................................................... 98
13.3 System Voice Resource Allocation Limit ............................................................................... 99
14 Index ..................................................................................................................................100

Aculab Application Note 6 of 100 © 2005 Interactive Intelligence, Inc

List of Tables
Aculab Base Board (Shown as Prosody with 2 DSP’s).....................................................................11
PCI E1/T1 Trunk-Only Board ..........................................................................................................12
Quad-Span LIM...............................................................................................................................13
DSP32 CAS Module .........................................................................................................................13
Fig. 9.3.1.1 Example Configuration (2 Aculab Cards, 3 AudioCodes Cards):....................................66

Aculab Application Note 7 of 100 © 2005 Interactive Intelligence, Inc

Change Log
The following changes have been made since the 2.3 GA Release.

Authors: If you are making a change to this document, update the cover page date to match the date of your
latest changes.

Change Date

Initial Draft 4/30/04

Updated sections 8.6 “Putback\Takeback Transfers” and 9 “Protocol Feature 7/2/04 (PL)
Configurations”, which includes Supported Protocols.

Added section 8.7 TDD (TTY) Functionality 7/6/04 (PL)

Updated Feature Matrix in section 9.2 7/13/04 (SM)

Updated ISDN Matrix Numerical Indicator Key in section 9.2 7/13/04 (SM)

Added Supported Protocols notes to section 9.1 7/13/04 (SM)

Formatting changes only 7/19/04 (PL)

Added note to end of section 5.4.1 – Protocol Tab. 7/20/04 (PL)

Added section 4.4.1 “(Windows 2003) Disable Microsoft Unsigned Driver Warnings” 8/19/04 (PL)
before installing Aculab 5.11.x.

Revised section 2.4 Line Interface Module (LIM). 8/20/04 (PL)

In section 8.2, removed last line in list of verified channel banks – ADIT 600 (E1) - a 9/30/04 (PL)
redundant entry.

Added new section 8.2.6 “Achieving Proper E1 Flashhook Capabilities”. 9/30/04 (PL)

Added new sections 9.3.1.2 Calling Name – Display IE (NI2) and 9.3.1.3 Re- 10/12/04 (PL)
establishing Layer 2 after Layer 1 Deactivation and Activation (ETS300).

Revision to section 7.7.2 “Conference”. 10/25/04 (PL)

In section 7.7 “Voice Modules”, added that pulse digit detection is not supported. 11/1/04 (PL)

In section 8.3.4, changed tsserver command line parameter from “Command Line 11/4/04 (PL)
Arguments” to “CommandLineArguments”.

Reorganized section 9 “Protocol Feature Configurations”, added new section 9.2.6 12/6/04 (PL)
“Configuring Extended Features”.

Corrections to some section number references. 1/7/05 (PL)

Corrections to some section number references. 2/8/05 (PL)

Updated Appendix A – Extended Release Notes 3/1/05 (PL)

Added new sections to 7.5 Telephony Parameter: 3/11/05 (PL)

-7.6.4 Play Digits No Conference
-7.6.5 Play Digits Tone Specifications

Changed title of section 8.6.3.2 from “Wink Duration Options” to “Timing Options.” 4/7/05 (PL)
Added new option in section 8.6.3.2 called “Digit Delay Timeout.”

Added new section 8.8 Telephony Call Attributes 4/13/05 (PL)

Updated section 2.6 CAS Module (DSP) 5/10/05 (PL)

In section 8.3.4, added new info to procedure on enabling a-law firmware encoding for 5/31/05 (PL)
voice modules.

Added new section 7.6.6 for new server parameter Call Analysis Tendency. 6/6/05 (PL)

Aculab Application Note 8 of 100 © 2005 Interactive Intelligence, Inc

Change Date

Made changes throughout to specify when a cold boot (as opposed to restart) is 7/14/05 (PL)
needed, and to change references of “TsServer” to “Telephony Services subsystem”.

Updated section 10.2 Protocol Tracing 8/2/05 (PL)

Added new section 8.9 Dialstring Configuration 9/9/05 (PL)

Updates to title page and copyright page. 10/26/05 (PL)

Added new section 8.6.2 Protocol Specific Support. 11/3/05 (PL)

Old section 8.6.2 Release Link Transfers is now 8.6.3 ISDN Based Transfers.
Updated section 9.2.1 ISDN Feature Matrix.

Updated Section 3.1. Now called “IC Server Certification and Recommendations”. 11/15/05 (PL)

Aculab Application Note 9 of 100 © 2005 Interactive Intelligence, Inc

1 Release Notes

The following is a comprehensive list of implementation notes and known issues with this release related to
Aculab. Appendix A extends each item in detail.
1. Expected Feature Pack 1 (FP1) Changes
2. Expected Service Release 1 (SR1) Changes
3. Voice Module Firmware Refresh
4. CAS Module Usage

Aculab Application Note 10 of 100 © 2005 Interactive Intelligence, Inc

2 Overview of Aculab Hardware
IC currently supports the Aculab Trunk-Only and PCI Prosody boards. This section introduces those boards and
their component devices. Explanation of several issues you should understand before beginning the
installation is also provided. For a complete list of specific supported boards, visit the following site:

http://www.inin.com/support/dialogic/boards.asp

2.1 Base PCI Card

This is the main board for the Aculab Cards. Two card types are available, Prosody and Trunk-Only, each of
which is supported in IC systems. PCI cards have adapter connectors for line interface modules (2.4), CAS
modules (2.6), and SHARC modules (2.7) if the card is Prosody based.
Note: The maximum number of Aculab boards in an IC System is 16. This is a current limitation of the H.100
bus. Please check with I3 support to verify board maximums before purchasing hardware.

H100 Termination
Jumpers(not H100 Connection
seen on version
1.5 Prosody
boards.
CAS Module

SHARC
LED
PCI Connector DSP
s

Aculab Base Board (Shown as Prosody with 2 DSP’s)

2.2 Prosody Card

IC supports 2 revisions of the Aculab Prosody PCI card. The older revision, 1.1, has a base serial number less
than 129xxx and is supported in most servers. Some newer server models do not support this revision so
verifications should be made with IC Server Services before integration. The second and latest revision, 1.5, is
also supported and is the current Prosody card in production by Aculab. Each revision has adapter connectors
for one CAS module and two additional SHARC modules. The base Prosody card comes with two fitted SHARC
modules on board.

2.3 Trunk-Only Card

IC supports the Aculab Trunk-Only board (Network Adapter). This is a variation on the Prosody PCI Board with
a few exceptions. The Trunk-Only board has no voice resources located on the board. They are used in IC as a
low-cost connection between the IC system and a Channel Bank for station connections, or IC to PBX
connections.

Aculab Application Note 11 of 100 © 2005 Interactive Intelligence, Inc

 H100 Connection

CAS Module
PCI Connector

PCI E1/T1 Trunk-Only Board

2.4 Line Interface Module (LIM)

A line interface modules (LIM) provides trunk resources to Prosody and Trunk-Only PCI Aculab cards. A
line interface module may be swapped from any Aculab PCI card to any Aculab PCI card independently
of any other hardware on the particular cards. The following various hardware LIM types are available:
• One (Single), Two (Dual), and Four (Quad) Digital Trunk Interfaces.
• Each is available as an E1, T1, or UPM hardware module specifying the network type of the
signaling protocols that it supports. E1 and T1 hardware modules provide functionality for only
their respective network types. A UPM (also referred to as a 2.0 module) supports both T1 and E1
network configurations.
Note: IC systems do not support mixed network (E1 and T1 in the same server) configurations. If
using a UPM in the same system as either a T1 or E1 LIM the UPM must be configured to match the
common network type. If using all UPMs then each must be configured to match a common network
type. UPM configurations are defined by the selected protocol driver using the Aculab Configuration
Utility (Section 5.4.1).
When installed on a baseboard the first port on the LIM is found closest to the “bottom” of the board,
near the LED’s and on the same side as the PCI Bus connector.

Aculab Application Note 12 of 100 © 2005 Interactive Intelligence, Inc

 Quad-Span LIM

2.5 SHARC Module (DSP)

The SHARC DSP provides voice resources to the system. They can provide voice, fax, conferencing, echo
cancellation, and TDD resources to the system. Each module supports all resource types and is determined at
configuration time. See Section 7.5 for available resource counts.

2.6 CAS Module (DSP)

The Aculab CAS Modules are another add-on to the baseboard and are able to provide tone based signaling as
well as basic voice operations to the system. These modules come in two basic model types, DSP32 (pictured
below) and DSP65. Each provide the same functionality and are transparent to the user during configuration
and operation.

DSP32 CAS Module

Aculab Application Note 13 of 100 © 2005 Interactive Intelligence, Inc

General CAS DSP Information:
• CAS modules can have 1,2 or 4 signal processors on the board. (These are different than SHARC DSPs,
see section 2.2.4):
- Two DSPs are needed for a dual span board if running a protocol configuration that requires a CAS on
each port.
- Four DSPs are needed for a quad span board if running a protocol configuration that requires a CAS
on each port.
• CAS module resources are not shareable across the H.100 Bus.
• CAS module resources are not shareable on the same board. They must be physically located on the
same card with a LIM and maintain a one-to-one port to DSP relationship.
Special DSP65 Information:
• Support was introduced in 2.3.1 HF2883; a minimum of this hotfix level is required. Note, that DSP65
CAS modules are not supported in releases pre-2.3.
• PM4 modules that are of a revision pre-1.5 do not support DSP65 modules and should not be applied to
the same base card. Note: This is not referring to 1.1 and 1.2 base cards – only pre-1.5 PM4 (line
interface) modules.
To determine the revision of PM4 on a card run the sysdiag.exe utility on the server while the IC
system is down. Using the right\left arrow keys information concerning each port in the system can be
identified. The PM4 module revision is listed in the “PM4 module ver:” category. If the revision is less
than 1.5 then it cannot be used on the same card as a DSP65.

2.7 Additional Hardware Information

This section provides additional information concerning Aculab hardware and its use within a telephony server.
See Section 3 Hardware Integration with Interaction Center for further details on how to use Aculab hardware
within an IC Telephony Server.

2.7.1 Differences between Prosody and Trunk Only Cards

There are three differences between trunk-only boards and Prosody boards:

1. Prosody boards are hardware terminated (jumpers exist on the boards).

Trunk-only boards are software terminated (which is done through the Aculab Configuration tool).

Note: Version 1.5 Prosody boards do not have jumpers; they are software terminated. You can
determine if your Prosody boards are 1.5 because they will not have hardware termination jumpers.

See Section 5.4.2 for more information concerning the termination of the H100 Bus.

2. Load Factor
Any combination of network adapters and prosody boards can be mixed as long as the load factor
remains under 20. Please note the following information:
• Version 1.1 Prosody Cards imply load factor of 3
• Version 1.5 Prosody Cards imply load factor of 2
• Aculab Trunk-Only (Network Adapter) Cards imply load factor of 1
• The H100 bus specification imposes a maximum system load factor of 20
To calculate the resources needed for your system, use the “2.2 Hardware Resource Calculators”
spreadsheet provided on the Partner Web site
(http://www.inin.com/partners/partnerarea/library/partnerlibrary.asp?#White%20Papers).

2.7.2 Explanation of LED Indicators

Note: The information in this section was taken from the E1/T1 PCI Card Installation Guide MAN 1350
Revision 1.6 on the Aculab Web site.

Aculab Application Note 14 of 100 © 2005 Interactive Intelligence, Inc

 There are three groups of LED indicator lights on Aculab cards that should be explained in relation to
an Aculab IC system.
• Activity - The eight red and green LED lights on the end of the card.
• Connectivity - The four rows of LED lights on the side of the Aculab card.
• Termination – H100 bus termination (1.5 Cards only).

Activity
The eight LED lights located on the back of the card (seen from the back of the server) indicate port
activity (red) and Sharc processor state (green). Although they indicate activity, (they have firmware
downloaded) they do not indicate connectivity. The red LED lights correspond to the ports on the board
(4 lights for a 4 port board, the first 2 lights for a 2 port board, and the first LED light for a 1 port
board) and will blink to indicate port activity. The green LED lights show Sharc processor activity (4
lights will be enabled if the card has 4 Sharc DSPs, 2 for 2 Sharcs and 1 for 1 Sharc) and will normally
blink while in operation. Error states are usually indicated by a permanent on or off state. Their
operation is firmware dependent; check the System and Application Event logs for problems.

Connectivity
The four rows of LED lights on the side of the card can usually, only be seen from the inside of the
server, indicate a number of things but most importantly, connectivity (see How to Verify the Proper
Connection of Lines/Ports). The LED lights are arranged in 4 rows, one for each Port.
LED A; LED B; LED C for port 3;
LED A; LED B; LED C for port 2;
LED A; LED B; LED C for port 1;
LED A; LED B; LED C for port 0;
LED A is a red LED B & C are green.
While a port is in a reset state, the LED light A is on. During firmware download (IC startup), LED A will
go out and LED B will turn on briefly.
With ISDN Protocols, LED B flashes when layer one transmits a frame and LED C flashes when layer
one receives a frame. LED B & C indicate the state of layer one, when both are off, layer one is inactive
and will blink on to indicate frames; when both are on, layer one is active and will blink off to indicate
frames.
With CAS Protocols, the state of LED B & C indicates line state. When both are off, there is a line
problem (i.e. loss of sync or no signal). When both LED lights are on, the line is active, LED B will blink
off when a digit is transmitted and LED C will blink off when a digit is received.
Termination
The Termination LED (only on 1.5 Aculab cards) displays termination of the card. It is located near the
H100 bus connector, on the side of the card. The first and last cards in the H100 chain should have this
light (for 1.5 Aculab boards only).

3 Hardware Integration with Interaction Center

3.1 Deciding on Components

Consider the following after determining your needs:
• Each Prosody card ships with two SHARC DSPs, and can accept up to two more DSPs to allow for a
total of 240 possible voice resources (IVR) (or a proportional count of other operation loads
available – See Section 7.5).
• A CAS module is required for robbed-bit T1 and R2 signaling protocols.
• Because of the modularity of the Aculab Boards, you have the option to upgrade or change your
configuration relatively inexpensively and easily, with minimal downtime by the addition of one or
more adapters to the PCI baseboard.

Aculab Application Note 15 of 100 © 2005 Interactive Intelligence, Inc

 IC Server Certification and Recommendations
Interactive Intelligence provides server validation for some IC configurations as it relates to Aculab
hardware and particular servers. Along with this information, details of performance testing under
defined system stresses are available. This data is updated routinely and is available on the Support
Web site at http://www.inin.com/support/cic/22/hardware. Please reference this material to find
answers to server certifications and hardware configurations. If you do not find the necessary
information online please contact an Interactive Intelligence partner, account manager, or support
service representative, for further information.

3.2 Configurations that require a CAS module

CAS modules should ONLY be fitted to cards that are to support protocols requiring the use of a CAS
resource. This recommendation should be followed when at all possible, though there will be times
when the use of mixed drivers with a quad port CAS module will violate this condition. If at all possible,
the configuration should be reorganized to satisfy this constraint.

The following configurations require a CAS resource:

• FXO
• T1 Robbed-bit
• R2-Based
If there is no CAS module for these spans, you will get an error. If you attempt to run a T1/E1 line
without a CAS module the errors shown by Figure 3.2.1 will be presented in the system application
event log.

The following configurations do not require a CAS resource:

• ISDN Based (E1, T1, Q.SIG, DPNSS)
• Standard T-1, E-1 Channel Banks
Avoid using a CAS resource with these configurations.

Figure 3.2.1 - Incorrect CAS Configuration Errors

Aculab Application Note 16 of 100 © 2005 Interactive Intelligence, Inc

3.3 Configuration of Prosody Cards without Line Interface Modules (LIMs)
IC systems may be configured with Prosody cards that do not have daughter line interface modules
(LIMs) for voice only implementation. In such configurations there are restrictions imposed on this
configuration by both the Aculab Configuration Tool and I3 software.

Restrictions:
1. Prosody cards without LIMs must not be in same system as trunk-only Aculab cards
Note: If additional resources must be added to an Aculab system with trunk-only card then a LIM
should be removed from a trunk-only card and added to the additional Prosody card. This provides
the most efficient use of available hardware resources.
2. Prosody cards without LIMs must be listed in contiguous order after all Prosody cards with LIMs.

Possible Reasons for Configuration:

1. Additional Resources for Aculab System
2. Provide Resources to SIP System
3. Additional Resources for a mixed Aculab \ SIP System

Additional References:
Mixed Aculab \ SIP Configurations: 2.2 Aculab Application Note – Appendix F

Clocking Considerations:
When using a Prosody card without a LIM telephony services will internally resolve correct clocking. In
the case, where additional Prosody cards with fitted LIMs exist in the system telephony services will
resolve the user-configured settings applied by the applicable server parameters (see sections 8.2.1,
8.2.2, and 8.2.3). If no external telephony trunks exist in the system then clocking will resolve to one
internal master and multiple H100 bus slaves. No user configuration is required for this to occur.

Diagnosing Invalid Configuration:

Problem 1: The Aculab Configuration Tool will not allow a LIM-less card to be placed in-between
Aculab cards with LIMs. The following error (Figure 3.2.1) will occur when attempting this
configuration. To resolve the issue move all Aculab cards without LIMs to a contiguous order after all
cards with LIMs. Note that changes in ordering should occur physically by moving the cards in the
chassis, and logically by adjusting the order of cards in the Aculab Configuration Tool.

Figure 3.3.1 - Call Capabilities Configuration Error

Problem 2: The Aculab Configuration Tool will not allow a Prosody card (with or without LIM) to be
placed before and after a trunk-only card. The following error (Figure 3.2.2) will occur when attempting

Aculab Application Note 17 of 100 © 2005 Interactive Intelligence, Inc

 this configuration. To resolve the issue move all speech enabled cards (Prosody) to contiguous order
after all trunk-only cards. If one of the Prosody cards does not have a LIM then take note of the
procedure on restriction 1. Note that changes in ordering should occur physically by moving the cards
in the chassis, and logically by adjusting the order of cards in the Aculab Configuration Tool.

Figure 3.3.2 - Speech Capabilities Configuration Error

3.4 Verifying Proper Port (Span) Connections

The connectivity lights sometimes get confused with the LED lights on the back of the card. The LED
lights on the back of the card are NOT connectivity lights but SHARC and Port activity LED’s. Port
Activity is different because firmware can be downloaded to the card and the port can have activity but
Layer 2 may not be up. See section 2.7.2 for more information concerning Aculab hardware LED.
Additionally, if connectivity problems persist reference section 11.2, trouble-shooting connectivity
issues.

3.5 Important Notes about Aculab Cards and IC Integrations

• Mixed drivers are supported. Aculab Mixed-mode drivers are available to allow for small Aculab
configurations to contain multiple protocol implementations. A mixed driver provides the ability to
load multiple protocols on a single LIM. See section 5.4 for more information concerning the use of
mixed drivers.
• Analog connectivity with Aculab cards uses FXO Channel bank connected to Aculab T1 or E1 ports.
This channel bank performs the necessary analog to digital conversions. (Note: CAS modules are
needed to run FXO T1 RB interface.)
• Just like Dialogic, NFAS (Non-Facility-Associate Signaling) is not supported with Aculab. We have to
have a Dedicated D-Channel per ISDN trunk.
• Variant ring cadences are not available in Aculab IC integrations. This is due to the system’s
inability to control bit presentation due to the channel bank interfaces.
• The following explanation about SC bus is just for your understanding. Please note that we don’t
support SC bus with Aculab (H100 bus).
Explanation: With Dialogic, it is suggested to use an external clock source (one from the CO). The
external clock source should be set to a Dual T1/E1 card that is physically in the middle of the SC-
Bus chain. In Dialogic Configuration Manager the “Clock Master Source” should never be set to
“Default” or Internal Oscillator (in a production environment). It should be set to “FrontEnd_1
meaning it will take its clock from the Central Office that is connected to the first card first port.
The rest of the cards will automatically set their clock source to this one span on this card. The SC
bus (standard 1.3 Dialogic setup) is an un-terminated bus. This means the signal is broadcasted
equally in two directions. If we are not using the Dual span card in the middle of the chain, signal
reflection may occur. Part of the broadcasted signal will get lost and a certain amount will get
reflected. This can produce noise problems and consequently the signal will not be clear. Another

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 advantage of using it in the middle of the chain is that it will be easier for the signal to reach both
ends of the chain.
• H100 bus is a terminated bus. This means, it does not matter which card is connected to the CO
from the chain. The signal will not travel both ways and the signal reflection will not occur.
We have experienced some sites running with Alliance servers where clocking also had to be in the
center load of the bus. Although you shouldn't have to, you can change the clocking on the H100
bus to reduce certain clocking issues, for example, static prompts and pop and cracks on the line.
For more information see “Things to Consider in Configuring the H100ClockMaster”. For information
on terminating the bus on Aculab Prosody boards, see Error! Reference source not found..
• The H100 Bus has 4096 time slots.
• The maximum number of card in a system is 16. This is a current limitation of the H.100 bus.

4 Installing Aculab Components

This section provides the necessary information to properly install Aculab hardware and software in an IC
system. It is important that these procedures and precautions be followed so that the operating system
correctly detects and loads the installed Aculab system.

4.1 Physical Insertion of Aculab Cards

Physically insert your Aculab cards following instructions provided with the cards. Be sure to use a static strap
to prevent damaging the hardware. Aculab hardware, as is all hardware, is very sensitive to static electricity.
We recommend that you write the serial number of the cards down as they are installed. This will provide a
reference for configuring the card’s drivers in section 5, ensuring that the logical sequence matches the
physical sequence.

4.2 Determine Installation Scenario

The installation scenario will vary depending on the current IC Server release.
A new installation generally involves a new or rebuilt IC Server where no pre-existing IC or Aculab software
is installed.
An upgrade of the Aculab software may needed when the IC Server is being upgraded to a new IC GA
release or service release.

4.2.1 New Installations

The following table describes the current new installation scenarios. This table will change as service releases
are added.
Required Aculab Installation scenario Instructions
drivers

Aculab 5.11.2 New install of 1. Install and configure Aculab 5.11.2 (from Telephony
CIC 2.3 Drivers disc 2 or on Support Web site). For instructions,
see sections 4.4 and 5.
EIC 2.3
2. Install CIC or EIC 2.3 GA. For instructions, see the New
Installation Checklist and Installation and Configuration
Guide.

4.2.2 Upgrades
The following table describes the current upgrade scenarios and presents the instructions for each. The table
will change as service releases are added.

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 Required Aculab Installation scenario Instructions
drivers

Aculab 5.11.2 Upgrade from: 1. Uninstall existing Aculab software, see section 4.3.
CIC or EIC 2.2 2. Install and configure Aculab 5.11.2 (from Telephony
to Drivers disc 2 or on Support Web site). For instructions,
see sections 4.4 and 5.
CIC or EIC 2.3
3. Upgrade to CIC or EIC 2.3. GA For instructions, see the
Upgrade Checklists and Upgrade Guide.

Aculab 5.11.2 Upgrade from: 1. Uninstall existing Aculab software , see section 4.3.
CIC or EIC 2.3 GA 2. Install and configure Aculab 5.11.2 (from Telephony
Release Candidate 2 Drivers disc 2 or on Support Web site). For instructions,
to see sections 4.4 and 5.
CIC or EIC 2.3 GA 3. Contact the Beta coordinator for CIC or EIC 2.3 GA
install instructions.

4.3 (Upgrades Only) Uninstall Existing Aculab Software

If there is existing Aculab software (Aculab Configuration tool) on the IC Server, it must be uninstalled before
installing the new Aculab software.
The Aculab Configuration Tool can be uninstalled using the operating systems software removal wizards.
However, other actions must also be taken to ensure that it is completely uninstalled and that the server is
free to be re-installed with a new version.
Follow these steps for all upgrade installation scenarios:
1. Back Up Existing Configuration (4.3.1)
2. Stop Services and Disable Virus Scans (4.3.2)
3. Remove Card References (4.3.3)
4. Uninstall Existing Aculab Software (4.3.4)

4.3.1 Back Up the Aculab Configuration

We recommend that you back up the current configuration as it will be removed when you uninstall the
existing Aculab software. After installing the new Aculab software, the Aculab system must be
reconfigured. This backup report may be referenced to simplify that process.
There are two ways to create a backup reference:
1. Run AcuSysInfoU.exe from the \I3\IC\Server\Diagnostics\Aculab directory. The AcuSysInfo (System
Information) program creates an AcuSysInfo.htm file containing information about the configured
cards. See Section 11.4 for information concerning AcuSysInfo.exe.
2. A set of screen shots may also be taken to serve as a reference for reconfiguring the system. We
recommend taking the following set of screen shots.
a. First take a screen shot of the Card Overview (Figure 4.3.1.1):

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 Figure 4.3.1.1 - Card Overview Tab
b. For each of the cards listed, double-click the card in the list, and take screen shots of the
information in each tab for that card. The Protocols tab is particularly useful (Figure 4.3.1.2):

Figure 4.3.1.2 - Protocols Tab

4.3.2 Stop IC Services and Disable Virus Scanning

To stop all IC Services:
1. Right-click on My Computer and choose Manage…Services and Applications…Services.
2. Right-click on the following services (in any order) and select Stop:
• Interaction Center
• IC Handset Audio Service
• IC Authentication Server
• RTMServer (Present if Multi-Site is used and installed on IC Server)

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 3. Right-click on each of the services and select Properties. Set the Startup type as Manual and click OK.
4. Close the Services window.
In addition, if you have any virus scanning applications running, disable them before proceeding with the rest
of the procedure.

4.3.3 Remove References to the Aculab Cards (Aculab Configuration Tool)

To remove references to the Aculab cards:
1. Make sure that all operating system applications are closed – this includes Window’s Management
Consoles and Event Viewers.
2. Open the Aculab Configuration Tool (Programs...Aculab…Aculab Adapter Configuration).
3. Remove all references to installed cards listed in the Adapter Overview tab (Figure 4.3.1.1) using the
Remove button.
Important: This step is necessary for a successful upgrade. If this step is overlooked, when you install
the new Aculab drivers, the cards are still listed in the Windows Device Manager and will be
unassociated with the new Aculab software.

4.3.4 Uninstall the Existing Aculab Software

To uninstall the existing Aculab software:
1. In the Control Panel, open Add/Remove Programs.
2. Select Aculab Drivers and select Change/Remove to uninstall the Aculab software.
3. Check for any Aculab Configuration Tool (formerly known as the GUI Installer) patches and select
Change/Remove to uninstall these programs as well.
4. Cold boot the IC Server.

4.4 Install the Aculab Software (Aculab Configuration Tool)

This section describes how to install the Aculab Configuration Tool containing the Aculab 5.11.2 software on
the IC Server.
(If the IC Service currently has a version of the Aculab Configuration Tool installed it must be removed before
installing a new version. Please reference Section 4.3 for the proper removal procedures.)
Important: Perform this installation locally on the IC Server. Do not run the installation via a remote terminal
session, like Terminal Services or PC Anywhere.

4.4.1 (Windows 2003) Disable Microsoft Unsigned Driver Warnings

By default, the Windows 2003 OS provides warnings on unsigned drivers. Aculab drivers are not signed and
will remain so for the 5.11.x family.
If your IC Server runs on a Windows 2003 OS, you can change this setting to avoid a series of warnings that
ask you to provide the location of each driver when you install the Aculab 5.11.2 software.
To change the setting

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 1. In the Control Panel, click System and select the Hardware tab.
2. Click the Driver Signing button. The Driver Signing Options dialog appears.

3. In What action do you want Windows to take?, select Ignore.

4.4.2 Install the Aculab Configuration Tool

1. Install Aculab 5.11.2 from Telephony Drivers disc 1 or the Support Web site.
3. In the Choose Destination Location dialog, select the default directory to install the Aculab Program
Files or browse to another directory location.
4. In the Setup Type dialog select “All Components”.
5. In the Select Program Folder dialog, select the default. The install begins copying files.
6. When the Setup Complete dialog appears, click Finish. Note, if “Start the Configuration Tool” is an
option do not select it.
7. Cold boot the IC Server. When Windows starts, it may detect new hardware and launch the new
hardware wizards. If this occurs select ‘Cancel’ for each instance.
Note: If your IC Server runs on a Windows 2003 OS and you did not follow the procedure for disabling
Microsoft unsigned drivers in section 4.4.1, the Found New Hardware wizard prompts three times
(for speech, switch, and call) for each card. You must proceed with each wizard, selecting to “Install
the software automatically”, and providing the location of the driver. This only occurs during the first
Aculab hardware discovery and configuration. There are no options on a Windows 2003 OS to change
this behavior.
8. Go to Start…Programs…Startup…and right-click “Autostartup firmware (if enabled)” and delete this
shortcut. This is required in order to avoid contention of the Aculab system when running IC as a
service.
9. Proceed with the Aculab software configuration process (Section 5). If re-configuring the system from a
previously uninstalled configuration tool reference the system information file created in 4.3.1 for the
configuration details.

5 Configuring Aculab Components

After installing the Aculab Configuration Tool, the software must be configured to recognize the Aculab
hardware. Only hardware (cards) configured as noted in this section will be available to the IC system. If
a card exists in the system, but is not configured using these steps then it will not be available to the IC
system as a telephony resource.

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5.1 Starting Aculab Configuration Tool
To begin the configuration, launch the Aculab Configuration Tool select the following from Start menu.
Select Programs… Aculab… Aculab Configuration Tool.
Note: Aculab provides help documents for the Aculab Configuration Tool. We strongly recommend that
first-time users review it. Also, it may be referenced to answer questions concerning the tool’s interface.
This help is located in the Aculab installed path in the “GUI Installer” directory. Help files may be
launched by double-clicking them, they are: AculabConfig.chm and ConfigTool.HLP.

5.2 Add Aculab Cards

The Aculab Configuration Tool opens on its card configuration page. This page will be blank (Figure
5.2.1) until cards are added to the configuration.

Figure 5.2.1 – Blank Card Configuration Page

To add Aculab cards to the configuration:
1. Click the ‘Add’ button.
2. Select an Aculab card from the provided list as shown below in Figure 5.2.2.
Notes:
• The boards listed here may not be in the same order as they are in your IC Server. We
recommend that you compare the serial number information you wrote down when inserting
the board against the serial number listed at the end of the board description. Once your
boards are added, you can reorder them to match the order in which they are inserted in your
IC Server.
• All Prosody boards must be listed in contiguous order. It is recommended that they be listed
before Trunk-Only cards. In Figure 5.2.2 the first listed card, 1551998, is a Trunk-Only card.
The second, 140714, is a Prosody Card.
3. Click the ‘OK’ button.

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 Figure 5.2.2 - Card Selection List

5.3 Verify Configuration Utility Settings

The Aculab Configuration Tool’s default options are correct for IC integrations. Please verify that the
options are set as expected from the installation process (as shown in Figure 5.3.1).
To verify configuration utility settings:
1. Automatically load protocol firmware when drivers start should not be checked.
2. Show the Protocol Wizard when configuring adapters should be checked.
3. Close the Aculab Configuration Tool on successful installation of drivers should be checked.

Figure 5.3.1 – Correct Configuration Tool Options

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5.4 Configure Aculab Cards
Each card must have two configurations applied to it. The first, protocol configurations, identifies the
base protocol that will be supported on the cards telephony ports. This assignment must agree with the
IC software configurations made in Interaction Administrator. The second, switch configurations,
determines whether or not the card is to be a bus terminating card in the system configuration.

5.4.1 Protocol Tab

To configure a card’s protocol follow the following steps. This configuration identifies the base protocol
for each port; however it does not define the explicit variants of each protocol that may be used.
Interaction Administrator configurations further define the specific protocol variant to be run on top of
this base protocol.
1. Double-click a card from the card configuration page. The tool will provide a configuration dialog for
the selected card with the ‘hardware’ page in current view.
2. Select the ‘Protocols’ tab. This will provide a screen similar to that shown in Figure 5.4.1.1. If the
card does not have a four port LIM then only the ports that are available on the card will be listed.

Figure 5.4.1.1 - Protocol Selection Tab

3. Select Port 0 and click the “Set Protocol” button. The following protocol selection page will appear.
Note that the page depicted in Figure 5.4.1.2 may not have the same possible selections. This
selection list is based on the actual hardware being used (E-1, T-1, or UPM).

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 Figure 5.4.1.2 - Protocol List
4. Select the appropriate protocol driver for this port. Your selection is based on the type of service
you order from your Central Office. When you click OK, the Protocol Wizard shown in Figure 5.4.1.3
will be presented.

Note
• Use the user end selections for ISDN based protocols. User and Network settings for ISDN are
configurable in the Interaction Administrator interface.

Figure 5.4.1.3 - Protocol Wizard

5. If you want to apply this protocol selection to every port on the card, select the "All the same as
this one" option. If you want to assign a different driver to each port, select "I want to assign
protocols manually."
Note: If selecting different protocols for each port a mixed protocol driver will be required. After
making the configuration selections you will be prompted to provide the location of the desired
driver. See Section 5.4 concerning the use of mixed drivers.
6. Repeat step 5 for each port, and repeat steps 2 through 5 for each card.

Note: The Aculab Configuration Tool will provide the following warning under certain circumstances.
This warning will appear when a port is configured for a CAS based protocol (T1RB, E1LS, or R2T1) and
it does not have the appropriate available CAS resources (CAS DSP) to provide for the protocol. Certain
IC \ Aculab configurations, such as channel bank integrations, are valid, and in such cases this warning
can be safely ignored.

No option is available to turn this warning off. However, if it is preferred that this warning not be
displayed for configured ports the next time the tool is used add the –s98 switch to the port’s protocol
configuration as shown below on the ‘overview’ page. Please note that this will only avoid the warning
message for this particular port and will be reverted anytime the port is reconfigured using the Aculab
Configuration Tool.

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5.4.2 Switch Tab (Termination)
The H100 Bus must be terminated in all IC systems. The method for terminating the bus varies
depending on the system’s hardware. The first and last (endpoints) hardware devices attached to the
H100 bus must be terminated. Aculab cards are to be terminated using the Aculab Configuration Tool
as noted in this section.

1. From the Aculab Configuration Tool’s Card Overview tab select (double-click) the first card listed.
Note, that if the cards were added to the configuration tool in order as they appear in the chassis
this will be an end point card. Figure 5.4.2.1 indicates which cards should be the end points in a
system with only Aculab cards.

Figure 5.4.2.1 - Hardware End Points

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 2. Navigate to the Switch tab. On the Switch page, select the Terminate H.100 bus option and click
‘OK’.
3. Repeat steps 1 and 2 for the last Aculab hardware device.

Important Notes
• Prosody 1.1 boards are hardware terminated. If your Prosody board has hardware termination
jumpers, it is a 1.1 and you must hardware terminate the card in addition to the software
termination. See Figure 5.4.2.2 to locate the jumpers on a Prosody 1.1 card.
• If the system has AudioCodes IP cards then reference section 8.3 concerning its setup
considerations.

Figure 5.4.2.2 - Prosody 1.1 Card

5.5 Exiting the Aculab Configuration Tool

If your IC Server runs on a Windows 2003 OS, you did not follow the procedure for disabling
Microsoft unsigned drivers in section 4.4.1, the OS will be prompt you for unsigned drivers when you
Click OK to exit the Aculab Adapter Configuration utility after configuring cards.
When you click OK to exit the Aculab Adapter Configuration utility, the Found New Hardware wizard
prompts three times (for speech, switch, and call) for each card. You must proceed with each wizard,
selecting to “Install the software automatically”, and providing the location of the driver.
This only occurs during the first Aculab hardware discovery and configuration. There are no options on
a Windows 2003 OS to change this behavior.

5.6 Using Mixed Drivers

Aculab Mixed-mode drivers are available to allow for small Aculab configurations to contain multiple
protocol implementations. Mixed-mode drivers should only be used when necessary to complete a
configuration. When possible congruent dual or quad port drivers should be used and is preferred.
Mixed drivers may be downloaded from Interactive Intelligence’s support website:

http://www.inin.com/support/aculab/drivers.asp

Note: Be sure to download the appropriate package for the particular Aculab release installed on the
server.

5.6.1 Copy Mixed Drivers to Server

It is best practice to store the mixed drivers in a directory other than the Aculab driver directory.

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 1. Create a new directory on the logical drive that also contains the Aculab standard firmware path.
These directions will name this directory ‘MixedDrivers’ (ie. C:\MixedDrivers).

2. Copy the desired mixed-mode drivers (or unzip the downloaded mixed driver package) into the
‘MixedDrivers’ directory.

5.6.2 Apply Mixed Protocol Configuration

The Aculab Configuration Tool does not directly offer the ability to load mixed-mode drivers. The
configuration of the designated ports on each card will determine what mixed-mode driver the installer
searches for.

1. For example, a configuration containing two CAS and two AT&T protocols would be configured as
follows:

Figure 5.2.1 - Mixed Protocol Configuration

2. After selecting the proper configuration mixture for the desired mixed-mode driver click the ‘OK’
button. The following warning will appear:

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 Figure 5.2.2 - Mixed Protocol Warning

3. Use this warning to verify that the listed configuration is the desired protocol configuration for the
desired mixed-mode driver. If this is correct then click the ‘OK’ button. The following file selection
window will appear:

Figure 5.2.3 - Selection of Mixed Driver

4. Browse the file system looking for the ‘MixedDriver’ directory. Select the proper mixed-mode
driver for the provided Aculab GUI Installer configuration. Double-click or open the file. At this
point the installer will make the association between the configuration and the selected file and
this driver will be loaded.

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5.7 Additional System Modifications
Remove the 'AutoStart Firmware If Enabled' icon from the Startup Folder This should be done
since the IC Server does not require Aculab firmware to be started automatically when the operating
system loads. The IC system handles all firmware downloading. To disable this option: right-click on the
Start button, and choose Open All users from the menu that appears. Go to Programs… Startup… and
delete the 'AutoStart Firmware If Enabled' shortcut icon from the Startup Folder.

6 Installing Interaction Center (IC) for Aculab

This section discusses the necessary selections in the Interaction Center (IC) installation and configuration for
an Aculab platform:
• 6.1 New IC Installation Summary
• 6.2 Part 1: Run the IC Server Install
• 6.3 Part 2: Run IC Setup Assistant (Configure Channel Banks and Stations)

6.1 New IC Installation Summary

Starting with IC 2.3, IC installation and configuration consists of the following tasks:
1. Run the IC Server install. You will select the telephony platform.
2. Run IC Setup Assistant. You can configure stations at this time. For an Aculab platform, this
means configuring a channel bank interface and digital lines before creating the stations.
3. Post-install configuration in Interaction Administrator. Configure trunk interfaces, digital
lines, and stations (if not done already via IC Setup Assistant), server parameters, telephony
parameters, interfaces and voice modules (DSPs).
For more information, see the New Installation Checklists and Installation and Configuration Guide,
available in the IC Documentation Library.

6.2 Part 1: Run the IC Server Install (Select Telephony Platform)

A major feature of a new IC 2.3 Server install is that it can be performed in an offsite location or at the
customer site. A new IC Server install does not require a license, nor is it necessary for the IC Server to be
connected to the network.
The IC Server install copies all the files needed for CIC or EIC to the IC Server. During the IC Server install,
you select the telephony and fax platform.
Note: Do not use Terminal Services to remotely install any Interactive Intelligence installation programs.
1. Insert the CIC or EIC product disc 1 and double-click IC Server Install.

Continue as described in the New Installation Checklists and Installation and Configuration Guide, or
the IC Server install online help.

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 2. In the Telephony and Fax Platform dialog, select Aculab under Telephony Platform if one of the
following is installed on the IC Server:
• Aculab boards
• SIP (Aculab boards and AudioCodes IP board)

3. In the same dialog, select Aculab under Fax Platform if you want to configure Aculab Prosody
modules for faxing (by changing DSP resources to fax). It is a good idea to always select fax support
so a re-install is not needed if the site wants to add Aculab fax later.
4. When the IC Server install is complete, you are prompted to Reboot.
The next steps are:
• Connect the IC Server to the customer network if you have not already done so.
• Run IC Setup Assistant to configure the IC Server. If you use Aculab resources for station support
you will create channel banks and stations at this time.

6.3 Part 2: Run IC Setup Assistant (Configure Channel Banks and Stations)
The IC Setup Assistant is a wizard that asks a series of questions to configure your IC Server and performs
the configuration based on the settings you chose. IC Setup Assistant will not run without a valid CIC or EIC
2.3 license file.
To start IC Setup Assistant, select Start…Programs…Interactive Intelligence…Setup Assistant. Continue as
described in the New Installation Checklists and Installation and Configuration Guide, or the IC Setup
Assistant online help.
IC Setup Assistant guides you through station configuration based on Aculab boards it has detected on the
IC Server. For an Aculab platform, this means configuring a channel bank interface and digital lines
before creating stations. See section 6.3.2.
Alternatively you can skip station and channel bank configuration in IC Setup Assistant, perform these
configurations later in Interaction Administrator. See section 7.
Note: For SIP station configuration instructions, see section 8.3 and the SIP Application Note.
This section contains:
• 6.3.1 Device Detection
• 6.3.2 Configure Stations (and Channel Bank Interfaces)
• 6.3.3 Configure Fax Stations

6.3.1 Device Detection

When you run IC Setup Assistant, the Device Detection dialog appears if Aculab boards are installed on the
IC Server.

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IC Setup Assistant auto-detects Aculab telephony boards. It detects the logical card and span resources
available in the IC system (as previously defined in the Aculab Configuration Tool). In previous IC releases,
administrators had to manually number boards and port (line) configurations on those boards.
When device detection is completed, the detected boards appear in the Devices Detected matrix.
Take the opportunity to review the detected boards that will be used to create IC stations, interfaces, and
lines. Click Inventory Configuration to view Telephony Resources for details on the board and port order
of each resource on the boards.

6.3.2 Configure Stations (and Channel Bank Interfaces)

IC Setup Assistant simplifies the process of creating stations. It launches the Add Stations Assistant, which
uses the Aculab devices found through device detection to auto-create stations.
For an Aculab platform, you must configure a channel bank interface and digital lines before creating stations.
If needed, you can launch the Add Interfaces and Digital Lines Assistant while running Add Stations
Assistant to create a channel bank interface and digital lines. Add Stations Assistant can then proceed to
create stations for that channel bank.

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Both the Add Stations Assistant and the Add Interfaces and Digital Lines Assistant provide default
selections based on the device detected and make certain selections unavailable if they are not applicable to
the device.
Note: For SIP station configuration instructions, see section 8.3 and the SIP Application Note..
To configure stations (and channel bank interfaces):
1. When you first view the Configure Stations dialog, there may be one or more stations listed if the IC
Server was installed offsite, or there may be no stations listed.

Click Configure Stations to launch the Add Stations Assistant, a wizard that guides you through
the creation of multiple station types.
2. The Add Stations Assistant Welcome dialog appears.

Click Next.

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 3. The Create Options dialog appears.

If you use Aculab resources for station support, select these two options:
• Workstation, Stand-alone Phones, or Stand-Alone Faxes
• Stations are connected by a channel bank
4. The Select a Channel Bank Interface dialog appears. There may be one or more channel bank
interfaces listed, or none may be listed.
Important: Only CAS protocol boards (Aculab T-1 and/or E-1), used for channel banks, are listed.
ISDN protocol boards are not listed. You configure ISDN boards for lines as a post-installation task. See
section 7.2.

Select an interface from the list and click Next. Skip to step 12.
If there are no interfaces listed, click Add new channel bank interface to launch the Add
Interfaces and Digital Lines Assistant.

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 5. The Add Interfaces and Digital Lines Assistant Welcome dialog appears.

Click Next.
6. The Create Interfaces dialog appears.

The dialog lists the boards that IC Setup Assistant detected.

Important:
• Only CAS protocol boards (Aculab T-1 and/or E-1), used for channel banks, are listed. This is
because the protocol definition (loaded driver) as configured in the Aculab Configuration Tool has
been set to a CAS-based protocol.
• ISDN protocol boards are not listed. You configure ISDN boards for lines as a post-installation task.
See section 7.2.
Select a board to create an interface and lines. Choose the board and click Next. You may only select
one board at a time.
7. The type of board you select determines what type of interface you will create. For more information,
see the online help.
Depending on the type of board (Aculab T-1 or E-1), the next dialog configures the interface for that
board, for example:

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 The dialog contains the default settings for the interface. In most cases, the only adjustment you may
need to change the Name Prefix. For details, see the online help. Click Next.
8. The Default Lines Values dialog appears.

The dialog contains the default settings for the lines associated with the interface. In most cases, the
only adjustment you may need to change the Name Prefix or perhaps Phone Number. If you change
the Name Prefix, it is reflected in Line Names Preview. For details, see the online help.
Click Next.

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 9. (Aculab T-1 interface only) Depending on the interface selected, the Confirm ANI/DNIS dialog may
appear.

Type an ANI/DNIS format string for inbound calls, or select one from drop-down list. For details, see
the online help.
Click Next.
10. Depending on the interface selected, the Confirm SMDI dialog may appear.

If your lines are connected to a PBX that supports SMDI, you can set the default values on this page.
Select the SMDI Enabled check box if the CO or PBX has enabled SMDI support on this line. For
details, see the online help.
Click Next.

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 11. The Preview Created Interfaces dialog appears, showing the interface and lines you have created
for the selected board.

Click Next. The configuration is saved.

12. The Add Interfaces and Digital Lines Assistant has completed.

If you wish to configure an additional interface for a channel bank, click the I want add additional
interfaces checkbox and click Next.
When you are finishing creating interfaces, click Finish.

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 13. You are returned to the Add Stations Assistant. The Select a Channel Bank Interface dialog
appears with the interface you created.

Select the interface and click Next.

14. The Default Station Values dialog appears, with stations automatically assigned to the channel bank
lines you created.

The dialog contains the default settings for the stations associated with the channel banks lines.
In most cases, the only adjustments you may need to make are:
• Name Prefix. If you change the Name Prefix, it is reflected in Station Names Preview.
• Phone Type: You may wish to set Phone Type to MWI or Caller ID. For information about support
for Aculab connected station caller ID and MWI, see section 8.5.
For details, see the online help.
Highlight all the stations (or just selected stations) in Station Names Preview, and click Next.

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 15. The Set Extensions for IC Stations dialog appears.

You can choose to assign station extensions automatically or skip automatic assignment of station
extensions and assign them later in Interaction Administrator. For details, see the online help.
16. The Preview Created Stations dialog appears.

Review the stations that will be created based on the interface and lines, and the station attributes.
Click Next. The configuration is saved.
17. The Add Stations Assistant has completed.

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 Click the I want add additional stations checkbox and then Next if you wish to configure stations
for another interface, or if you wish to configure fax stations (see section 6.3.3).
When you are finishing creating stations, click Finish.
18. The IC Setup Assistant Configure Stations dialog appears, populated with the stations you created.

6.3.3 Configure Fax Stations

The Add Stations Assistant also configures fax stations for fax resources on Aculab boards on the IC Server.
Fax resources provide the ability to send and receive faxes without stand-alone fax machines.
Note: In previous IC releases, you had to first make configure an available DSP as a fax resource in the
Interaction Administrator Voice Modules container. This is no longer necessary because Add Stations
Assistant performs this automatically if it has not already been done.
1. After the Welcome dialog, the Create Options dialog appears.

Select Fax devices attached to the system bus and click Next.
2. The Create Aculab Fax Bus Device Stations dialog appears. There may be one or more voice
modules listed.

Select a module from the list and click Next.

The Type (and Active) fields are blank if the voice modules (DSP resources) have not been auto-
detected and configured for fax in the Interaction Administrator Voice Modules container. (In a new
installation, this may or may not have been done before running IC Setup Assistant.)
If the Type field is:
• Blank, Add Stations Assistant automatically assigns the DSP resources to fax (eight fax
resources per configuration).

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 • Configured for a resource other than fax, Add Stations Assistant reallocates the type to fax.
3. The Configure Aculab Fax Device Stations dialog appears.

This dialog contains the default settings for the fax modules associated with the voice module selected
(eight fax stations). In most cases, the only adjustment you may need to make is Name Prefix. If you
change the Name Prefix, it is reflected in Fax Names Preview.
Click Next.
4. The Set Extensions for IC Stations Appears.

You can choose to assign fax station extensions automatically or skip automatic assignment of station
extensions and assign them later in Interaction Administrator. For details, see the online help.
Click Next.

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 5. The Preview Created Aculab Fax Devices dialog appears.

Review the fax stations that will be created based on the voice module selected and the station
attributes.
The dialog shows the Module Identifier, Switch, and Serial Number for the voice module selected.
Module Changes indicates whether the DSP resource is being reallocated from another type, for
example, IVR, to fax.
Update Disposition:
• Will Add: A new Directory Service entry will be created.
• Will Skip: A fax module with that port number already exists and Directory Services does not need
to be updated.
Click Next. The configuration is saved.
6. The IC Setup Assistant Configure Stations dialog appears, populated with the fax stations you
created.

7 Post IC Installation: Interaction Administrator Configuration

Interaction Administrator provides an interface for configuring several options that are general to the
Telephony Services service as well as specific to Aculab functionality. Multiple configuration methods are used
that relate to different system components. This section identifies configurations for interfaces, digital lines,
stations, server parameters, telephony parameters, interfaces and voice modules (DSPs). On the initial
configuration of a system use the checklist provided in section 7.5 to verify the proper Aculab system defaults.

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Note: The configurations provided in this section are not all inclusive. There may be additional configurations
used for specific scenarios, or general to telephony services, that are not documented here.

7.1 Device Detection

You can select Telephony Resources in the System Configuration container to auto-detect Aculab
telephony boards. It detects the logical card and span resources available in the IC system (as
previously defined in the Aculab Configuration Tool). In previous IC releases, administrators had to
manually number boards and port (line) configurations on those boards. You might use Telephony
Resources in the following situations:
• If the IC Server install was run in an offsite location, the offsite installer can auto-detect the Aculab
boards in Interaction Administrator to prepare the IC Server to sent to a customer site.
• If you add a board after the initial IC installation.
For details, see Interaction Administrator online help.

7.2 Interfaces and Digital Lines

Create trunk interfaces and digital lines using the Add Interface and Digital Lines Assistant in the
Interfaces or Lines containers.

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 The Add Interface and Digital Lines Assistant is a wizard that guides you through the creation of
multiple interfaces/digital lines based on the boards installed on the IC Server. For Aculab, these
interfaces might be:
• Aculab T-1
• Aculab E-1
• Aculab Clear
• Aculab T-1 ISDN
• Aculab E-1 ISDN
You may already have configured CAS protocol boards (Aculab T1 and/or E1) for channel bank
interfaces using Add Interface and Digital Lines Assistant during IC Setup Assistant.
ISDN protocol boards must be configured at this time.
For more information, see section 6.3.2 or Interaction Administrator online help.

7.3 Stations
Create stations for workstations, stand-alone phone and stand-alone fax, and fax systems connected
by a system bus using the Add Stations Assistant in the Stations container.

The Add Stations Assistant is a wizard that creates multiple stations based on station type and how
the stations are connected to the IC Server. You can choose to auto-assign station extensions.
You may already have created stations using Add Stations Assistant when you ran IC Setup
Assistant.
For more information on:
• Workstation configuration, see section 6.3.2 or Interaction Administrator online help.
• Fax station configuration, see section 6.3.3 or Interaction Administrator online help.
You can also create individual stations by selecting New in the Stations container.

7.4 Configuration Checklist

The following checklist should be verified after each Aculab install and refresh install. Its verification
insures that all required configurations are correct for an Aculab system.
• Vendor Support (7.6.1)
• H.100 Clock Master (7.5.1)
• H.100 Clock Master Source (7.5.2)
• H.100 Clock Master Vendor (7.5.3)

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7.5 Telephony Parameters
Telephony parameters are similar to server parameters expect that they are specific to the Telephony
Services subsystem. They are located in the server configuration container of Interaction Administrator
under the ‘Telephony Parameters’ tab (Figure 7.2.1). They are available under multiple subtopics
including General and Aculab. This section identifies some of the configurations available under these
two categories. If information is not provided in this document please reference the Interaction
Administrator help for information concerning each parameter.

Figure 7.2.1 - Telephony Parameters Tab

7.5.1 H.100 Clock Master

This is the virtual port you wish to use to derive the H.100 clock. Its input is a valid system port
number. In order to calculate this port number, you must count all ports on all boards. The order of
the boards is as they appear in the Aculab Configuration Tool. For example, the first card in the
system contains ports 1, 2, 3, and 4 (if it is a quad span).

Configuration: Dynamic (no restart needed)

Values: 1 through N (System Port Count)
Default: 1

7.5.2 H.100 Clock Master Source

Defines where, physically, you wish to reference for the H.100 clock.
Acceptable values include:
• Loop: Use the external trunk interface signal as a timing source. This is what most systems
will use.

• Internal: Use internal board oscillators as a timing source. Use this setting when no external
clock source is available, such as when no trunks from the CO are connected to your IC Server.

Configuration: Dynamic (no restart needed)

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 Values: Loop or Internal
Default: Internal

Usage Notes: There is a setting to configure all cards as slaves. This would be used if there is
another vendor’s board present acting as a clock master source. In an Aculab-only installation, such
as this release, you will not use this value. Use “Internal”, when no external clock source is available,
such as when no trunks from the CO are connected to your IC Server. (This is not a recommended
configuration.)

7.5.3 H.100 Clock Master Vender

This parameter temporarily has no affect.

Configuration: Dynamic (no restart needed)

Values: Aculab or Dialogic
Default: Aculab

7.5.4 Play Volume

This parameter alters the volume at which audio is played by Aculab voice resources. It will affect
prompts and play file on the entire server. Changing this parameter will not change the volume of
tones or dialtone. Because this parameter does affect the entire system it is generally recommended
to alter specific prompts and wave files.

Configuration: Dynamic (no restart needed)

Values: -24 to 8 (represented in decibels)
Default: 0

7.5.5 Flashhook Enabled

This parameter will turn on station flashhook (charge) functionality. With this feature turned on the
System_SwitchhookFlash handler will fire using the flash initiator when a channel bank connected
station flash occurs.

Configuration: Dynamic (no restart needed)

Values: true or false (check box)
Default: false

7.5.6 Diagnostic Record

This parameter enables and disables diagnostic record functionality. Please reference Section 11.7 for
further information concerning diagnostic recording.

7.5.7 Maximum Number of Diagnostic Voice Resources

This parameter sets the maximum number of voice resources that should be used at any given time to
create diagnostic recordings. The number of resources allocated by this value will not be available to
the system for general call functionality. Therefore, this count should be reasonably limited so not to
drain the system of resources. This is only in affect when diagnostic recording is enabled. Please
reference Section 10.7 for further information concerning diagnostic recording.

7.6 Server Parameters

Server parameters provide a generic configuration interface used by multiple IC subsystems. This
section identifies important Aculab related server parameters that Interactive Intelligence Support
Services may request to be applied in resolving certain issues. Server parameters are case sensitive
and particular care should be made in correct spelling and valid values when adding or modifying
server parameters.

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7.6.1 Vendor Support
The install should create a server parameter named, "Vendor Support" with a value of
"AculabLine;AculabVoice".

7.6.2 EC Play Volume

This parameter alters the volume at which audio is played by Aculab voice resources when an echo
cancellation session is enabled (ASR). Changing this parameter will not change the volume of tones or
dial tone. Use of this setting is appropriate when false barge-in occurs during ASR sessions. A second
option to resolve this issue, other than use of this parameter, is to normalize the volume of the
prompts being used.

Configuration: Dynamic (no restart needed)

Values: -24 to 8 (represented in decibels)
Default: -6

7.6.3 EC Convergence Period

This parameter alters the initial amount of data presented on an echo cancelled audio stream. This
parameter sets a data internal period that is ignored at the beginning of each echo cancellation (ASR)
session. The ignored time period is equal to the parameter value divided by 512 and multipled by
125ms. That is, 512 bytes is equal to 125ms if audio.

Configuration: Dynamic (no restart needed)

Values: Great than zero (0)
Default: 0

7.6.4 Play Digits No Conference

By default Telephony Services uses a conference resource in addition to a voice resource to support
the Client Dial Pad Digit Dial feature. In some configurations the use of the conference (and its audio
altering algorithms) may degrade the quality of the DTMF produced. To resolve this issue this global
server parameter can be used to eliminate the need for conference resources in this scenario. The
DTMF produced is 100ms in length (unless “Play Digits Tone Specifications” is also being used) and
dialed at a level of -12dB for the first of the dual tones and -10dB for the second.

Configuration: Dynamic (no restart needed)

Values: true or yes
Default: 0 (off \ false)

7.6.5 Play Digits Tone Specifications

By default Telephony Services uses DTMF tones of 100ms in duration with 50ms off time between
tones at vendor specific levels. In some circumstances it may be necessary to adjust the duration on
or off time so that the receiving system can correctly detect different tones. This can be accomplished
using this server parameter. This parameter will apply to all DTMF played using the Play Digits
toolstep.

Configuration: Dynamic (no restart needed)

Values: X:Y, where X=on time (ms) and Y=off time (ms)
Default: 100:50

7.6.6 Call Analysis Tendency

Support Release: HF2954 (muLaw configurations only)
This parameter provides the ability to adjust the responsiveness and accuracy of particular call analysis
result tendencies. Call analysis detection systems take into account multiple details of an audio signal
in order to make the best determination possible between an answering machine and live voice
answer. However, due to many possible audio inputs after a call answer (such as soft speakers, loud

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 speakers, background noise, automated messages, and prerecorded answering machine messages) the
call analysis system is not 100% accurate.
This parameter’s default value (5) attempts to account for all such input and provides the most
balanced call analysis detection between answering machine and line voice response. By adjusting this
parameter an administrator is able to tailor the system’s call analysis system to be more favorable
towards either answering machine or live voice with varying degrees. Though favoring one categorical
result over the other will provide more accurate responses for that category, it will also decrease
accuracy for the other category; in addition to other side effects such as a slight increase in response
time or increased ‘false positive’ detections.

Configuration: Static (TsServer restart required)

Values: 1 to 10 (descriptions provided below)
Default: 5

The valid values for this server parameter represent a sliding scale (values 1 through 9 – figure below)
of expected accuracy results of the favored category. Value 1 is the most favorable configuration for
positive answering machine detection. When using this option it is to be expected that many live voice
answers will be categorized as answering machines. Value 9 is the most favorable configuration for
positive live voice answer. When using this option it is to be expected that many answering machines
(and IVRs) will be categorized as live voice answers. Value 10 resets the system’s parameters to the
supporting vendor’s default values. It is not recommended that a value of 10 be used unless directed
by Interactive Intelligence Support Services.

Please note that the values do not represent a perfect scale, meaning that the degree of favorability
towards answering machine for value 4 may not be the exact same degree of favorability towards live
voice that value 6 will provide – however they are closely represented. It is recommended that a
change of value from the default be made on an incremental format. Move from a default of value 5 to
an incremental value of 6, then, if these results do not suit the site’s needs move to the next value of
7. Furthermore, between each incremental change insure that the number of calls placed and the
amount of result data gathered is representative of typical conditions.
If after using this parameter the desired results can not be obtained reference section 11.4 for
information concerning trouble shooting call analysis issues. This section also provides a checklist of
the proper information to gather before open an incident with Interactive Intelligence Support Services.

7.7 Voice Modules

Each Aculab DSP (Sharc) resource must be configured to identify the type of operations that it is to
support. To configure voice resources in Interaction Administrator, you must perform the following
procedure.
To being, right-click in the empty (or populated if you are redefining the Voice Module Types) right
pane, and choose Auto-detect from the menu that appears.

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 Figure 7.4.1 - Voice Module Container

Figure 7.4.2 - Auto-Detect Module Dialog

After auto-detecting the voice modules a dialog as shown in Figure 7.4.2 will appear. This dialog shows
you the list of all the voice modules available in the IC server and to the telephony services application.
From this dialog you may either add each module configuration one by one, or use the *[All] selection
to add all configurations to the container. After add voice module to the configuration container their
specific configuration attributes may still be changed.

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 Each voice module has three system provided attributes and two user defined attributes
(configurations). Various voice module types may have may also have additional specific configuration
options. The system provided attributes are:
• Voice Module Number – This represents the logical number of the DSP in the system (note:
this may not be the same as the physical location).
• Switch Number – This represents the switch number that the module is using to perform is
voice connections. This is important for module types that require DSPs to be using the same
switch for proper functionality.
• Host Serial Number – This represents the serial number of the card on which the DSP
resides.
The user configured attributes are:
• Voice Module Type – This configuration identifies the functionality that will be supported by
the voice module (determining the firmware load). Only one selection may be made per
module. Selections are outlined in sections 7.5.1 through 7.5.8.
• Active – This configuration determines whether the voice module is made available to the
telephony services application. If the active box is not checked then the specified resources will
not be allocated at the next restart of the Telephony Services subsystem.
• Pulse Digit Detection – This option is not currently supported. Only the DTMF detection is
available.
Note: The firmware reset button on the voice module configuration page is not available in IC 2.3
(Section 13.3).
Note: After making any type of configuration change to Voice Modules the telephony services
application must be restarted to make the change available to the system. To do this, either use the IC
System Manager Console or restart the IC Services from Windows’ services console.

7.7.1 Audio
Audio resources provide standard IVR capabilities to the system in a count of 60 per module. They are
used to perform such operations as play files, play tones, digit detection, and audio recording. Each
digital external line will permanently utilize one of these resources; the remaining resources will be
shared by all telephony system operations.

7.7.2 Conference
Conference resources provide the ability to mix multiple audio streams. This is commonly used to
create multi-party conferences and support listen-in and supervision functionalities. Conference
resources can be configured with or with echo cancellation applied using the ‘echo cancellation’ option.
It is recommended for standard capabilities that echo cancellation always be applied. Using the echo
cancellation option a count of 26 is provided, without this option 64 resources are provided to the
system.
To support large party participation conferencing, a system may be configured to handle conferences of
up to 96 full participation parties. To accommodate this feature the system combines DSP resources
configured for conferencing. The combined resources must all reside on the same Aculab Prosody Card
resource in order for the system to recognize them as being available for large party conferences. To
determine the hardware location of a DSP resource, reference the switch number of the listed available
resources in the Voice Module container. Resources with the same switch number are located on the
same Prosody Card and are therefore eligible for this configuration. It is recommended that
conference resources be configured on the same Prosody Card when possible to maximize the use of
available resources.
Note: There currently are not any configuration options available to reserve conference resources for
any particular conference in the system. The system attempts to best allocate the available resources
taking into account all currently active conferences. Listed below are some restricting scenarios that
may occur on a system when multiple large conferences (26+ parties) are active. In such scenarios,
additional conference parties may be denied due to “no conference resources available” even though

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 there are resources available on the system. This occurs because the currently available resources are
not accessible by the conference requesting the new party.
• The maximum party count (96) can only be achieved if no other conferences are currently active in
a particular Prosody group of DSPs. Currently there is no mechanism available to ‘reserve’ DSP
groups for large or pre-defined conferences.
• At any time two conferences may be allocated to the same DSP group limiting their max party
count. If multiple DSP groups exist there is no guarantee that each large party conference will be
allocated on different DSP groups.

7.7.3 Fax
Fax resources provide the ability to send and receive faxes without stand-alone fax machines. Each
configuration provides 8 bi-directional fax resources to the system (to be configured as fax stations).

7.7.4 Text Telephone

This resource provides support for telecommunications device for the deaf (TDD) on an IC system. It
provides a resource count of 60 transmit and receive communications. In a typical configuration and
handler setup each TDD active call will use both a transmit and receive resource; however, these
operations are not simultaneous. Therefore, a single TDD configured DSP provides 60 simultaneous
TDD sessions.

7.7.5 DSP Speech Recognition

This option is supports isolated word recognition (Section 8.4.1) and is not available (valid) in 2.3.

7.7.6 Hosted Speech Recognition

Hosted speech recognition resources provide the ability to source speech recognition system’s external
to the IC system with echo cancelled audio streams. This option is used in conjunction with IC support
for ASR integrations. It provides a simultaneous audio source operation count of 24 per configured
module to the system.

7.7.7 Echo Cancelled

This option is used in conjunction with support for isolated word recognition (Section 7.4.1) and is not
available (valid) in 2.3.

7.7.8 ADSI
ADSI resources provide the ability to support caller ID and MWI functionality for line connected
stations on Aculab systems. Each configured module provides 64 simultaneous operations to the
system. These resources are not fixed to any particular station and each individual use is minimal in
duration.

8 General Configurations
This section identifies common configuration tasks for an Aculab IC server to support proper functionality
and particular features sets.

8.1 Establishing Proper Clocking

As you should be aware, the H.100 bus like the SC-Bus uses time-division multiplexing, which means
the bus is divided into timeslots. These timeslots must be controlled by what is known as a “Clock
Master” in order to be configured correctly. The boards that are not the “Clock Master” must be “Clock
Slaves” in order to function correctly.

Caution: Clocking is essential to the successful operation of the H.100 bus. If you set clocking
incorrectly you will experience many problems with normal telephony operations.

To Configure Clocking:

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 Clocking of the CTBus should be configured after the Interaction Center software has been installed. To
set the master clock, change the values of the following server parameters in the Server Parameters
section of Interaction Administrator.

H100ClockMaster (Section 7.5.1)

H100ClockMasterSource (Section 7.5.2)
H100ClockMasterVendor (Section 7.5.3)

Things to Consider in Configuring the H100ClockMaster:

• We recommend the master clock be a PRI because, which by default, has coding and framing
of B8ZS/ESF.

• Most IC servers are able to clock off the first port in the system (i.e. H100ClockMaster 1).
However, with the implementation of mixed carriers, tie lines to PBXs, and other equipment,
increased issues concerning "jitter" which can cause "pops and clicks," static on incoming calls,
strange dial tone and inconsistent faxing are possible.
In a system that is experiencing clocking issues it may be beneficial to set the
H100ClockMaster to the center of the H100 bus load factor. For example, in a system with 4
v1.5 Prosody cards and 3 Trunk Only cards (total load of 11) 5.5 would be the approximate
middle. This means that the clock may be more consistent if configured using a port on the 3rd
Prosody card.

Clocking Verification:
To verify your clocking configuration, you can use a program called swcmd.exe giving it a –e
command-line option. This will print to the screen what the current clock settings are for each
board in the system.
The swcmd.exe utility is included in the Aculab Tools package that is available to download from
the Support Web site at the following location:

http://www.inin.com/support/aculab/index.asp

Caution:
It is recommended that swcmd.exe utility is only used with the –e option unless explicitly
requested by support services. The use of this utility’s other functionalities can result in IC system
failure if used incorrectly.

Use:
Run “swcmd –e”

Example output follows:

C:\WINNT\system32\drivers\aculab>swcmd -e
0: last 0x0002 (CLOCK_REF_LOCAL); system_init <default>
1: last 0x0007 (CLOCK_REF_H100); system_init 7 (CLOCK_REF_H100)

The bolded value in the parenthesis can be one of six values:

Value: Clock Derived From:

CLOCK_REF_LOCAL Internal Oscillator
CLOCK_REF_H100 H100 Bus (Slave)

Aculab Application Note 55 of 100 © 2005 Interactive Intelligence, Inc

 CLOCK_REF_NET1 Network Port 1
CLOCK_REF_NET2 Network Port 2
CLOCK_REF_NET3 Network Port 3
CLOCK_REF_NET4 Network Port 4

The example above is creating the clocking internally on board 0, and board 1 is deriving clock off
of it.

8.2 Channel Bank Integrations

This section explains how to configure the Telephony Services system to work with different kinds of
supported channel banks. Only channel banks models tested and verified by Interactive Intelligence should
be used in IC integrations. Tested and verified channels banks certified for use in Interactive Intelligence
integrations are:

ADIT 600 (T1)

ADIT 600 (E1) with International FXS cards
Adtran TSU 600e (T1)
Newbridge Mainstreet 3630 (E1)
Newbridge Mainstreet 3624 (T1)

8.2.1 Line Coding and Framing

The default configuration for trunks configured as channel bank trunks is AMI line coding and D4 framing. If a
change to this default is desired then the following setting change in the IA interface must be made. This
setting is dynamic and will momentarily render the interface unusable to the IC system. It will take
approximately 20 seconds to resynchronize the channel bank and the IC system after application.

In the Protocol Parameter Switches field of the Interface configuration (Figure 9.2.1.1) add the appropriate
value in the following format:

+ADD -s54,n where:

N Description Example
n=1 B8ZS line code and D4 framing +ADD -s54,1
n=2 AMI line encoding and ESF framing +ADD -s54,2
n=3 B8ZS line code and ESF framing +ADD -s54,3

Important Notes:
• +ADD is required
• Do not add –s54 without a denoting n-value
• Do not use this setting on ISDN configured interfaces

Aculab Application Note 56 of 100 © 2005 Interactive Intelligence, Inc

 Figure 9.2.1.1 - Protocol Parameter Switches Field

8.2.2 Channel Bank Line Associations in IC

Channel bank stations must be associated with configured lines and interfaces in order to make them
functional. The Add Stations Assistant (launched from IC Setup Assistant or Interaction Administrator,
Stations container) gives you the opportunity to create channel bank interfaces and digital lines by launching
the Add Interfaces and Digital Lines Assistant. You can also launch the Add Interfaces and Digital
Lines Assistant in the Interaction Administrator, Interfaces container. See sections 6.3.2, 7.2, and 7.3.
To ensure that this is possible, the installed Aculab driver must be correct in order to handle the signaling
requirement. The port connected to the channel bank has to be either T1RB for T1 network systems (North
America and Japan) or R2T1 (Europe, Asia, South America, etc.) in the Aculab Configuration Tool. Channel
bank connections cannot be established on ISDN configured ports.

Aculab Application Note 57 of 100 © 2005 Interactive Intelligence, Inc

8.2.3 Adit 600 Configuration

Figure 9.2.3.1 - Adit 600 DIP Switches

Jumper AMI/D4 B8ZS/D4 B8ZS/ESF

ACO 0 0 0
ST 0 0 0
OPT 0 0 0
RST 0 0 0
T1-1 & T1-2 jumper 1 1 0 0
T1-1 & T1-2 jumper 2 0 0 0
T1-1 & T1-2 jumper 3 1 1 0
T1-1 & T1-2 jumper 4 1 1 0
T1-1 & T1-2 jumper 5 0 0 0
T1-1 & T1-2 jumper 6 0 0 0

A robust command line interface is also available to access these configurations. Personal preference may
determine which method is used. However, it is best practice to set the DIP switches, and then, if there are
any problems use the CLI and Restore Default and Reset the channel bank. Please consult the CD manual that
came with your channel bank.

Aculab Application Note 58 of 100 © 2005 Interactive Intelligence, Inc

8.2.4 Newbridge 3630 Configuration
This section may be used as a guide for configuring the Newbridge 3630 model channel bank.
Information provided should be used as a supplement to configuration documentation provided by the
hardware vendor. For detailed physical Connection Diagram of Aculab IC Server and 3630 Channel
Bank please go to the next section called “Physical Connection Diagram of Aculab IC Server and 3630
Channel Bank” (Section 8.2.4.2).

Note:
Contact your Channel Bank supplier for direct support on your unit. Interactive Intelligence Support
Services can assist you to verify the correct settings for your Aculab IC Server

8.2.4.1 Configuration Steps

1. Open the HyperTerminal from the Start Menu.
2. Click, “NEWCONNECTION” from File menu.
3. Enter the name of the new connection.
4. Select the port to which the channel bank module is connected, for example COM2. The COM ports
options will presented as in Figure 9.2.4.1.1.
5. Change the ‘Flow Control’ value from Hardware to None as shown in Figure 9.2.4.1.1, and click OK to
continue.

Figure 9.2.4.1.1 - COM Properties Page

Aculab Application Note 59 of 100 © 2005 Interactive Intelligence, Inc

 6. Select the ‘Emulation’ option to be VT100 as shown in Figure 9.2.4.1.2.

Figure 9.2.4.1.2 - Newbridge Settings

Aculab Application Note 60 of 100 © 2005 Interactive Intelligence, Inc

 7. Press enter, you will see a welcome screen asking for an entry level and a password. To change
configuration of a channel bank use the following parameters to access the screen as shown in Figure
9.2.4.1.3.

Entry Level: 5
Password: MAINSTREEM

Figure 9.2.4.1.3 - Channel Bank Properties Page

Note:
Interactive Intelligence does not provide support for channel banks, so unless instructed to do so, please
do not make any changes. (A normal request may entail a change in Alarm settings to fix an issue.)

Aculab Application Note 61 of 100 © 2005 Interactive Intelligence, Inc

8.2.4.2 Physical Connection Diagram

RJ45 Connector is
connected with J10
terminal of Channel
Bank

Simple
Networking
Patch Cable

RJ45

DB9 Connector is
connected with COM2 of
CIC Server

DB

Com Port
2 of
Aculab
CIC server

Aculab Application Note 62 of 100 © 2005 Interactive Intelligence, Inc

8.2.5 RS232 Cable Wiring Schema

Aculab Application Note 63 of 100 © 2005 Interactive Intelligence, Inc

Pin Configuration:

J10 Pin Color Name CORRESPONDING PIN

number OF DB9 Connector
1 BLUE
2 ORANGE
3 BLACK RXD 2
4 RED TXD 3
5 GREEN GND 5
6 YELLOW
7 BROWN
8 WHITE SGND 5

8.2.6 Achieving Proper E1 Flashhook Capabilities

In order to achieve proper station flashhook functionality on Aculab systems of network type E1 a certain set
of requirements must be followed. This section identifies each of these requirements. If after adhering to each
of these requirements please contact Interactive Intelligence Support Services providing the information noted
in 8.2.6.2.

8.2.6.1 Requirements

Aculab Application Note 64 of 100 © 2005 Interactive Intelligence, Inc

 1. Channel Bank – Functionality is dependant on using a certified channel bank, see section 8.2 for a
listing of tested and verified channel banks.

2. Phone Model – Interactive Intelligence does not system test or certify particular phone models to be
used with the IC system. To achieve correct flashhook functionality using the E1 channel bank station
configuration solution the phone must have a flash button duration of 500ms or less. If this is not the
case the flash button will result in the current active call disconnecting. To further verify this issue,
attempt a flashhook using the manual (hook) trigger with a quick release; if this correctly results in a
flashhook then it may be used in place of the phone’s button.

3. IC Software – Functionality is dependant on the use of the correct protocol parameter option switches
for the Aculab firmware. The proper switches are loaded by default for an E1 Channel Bank interface
configuration in IC TsServer software revisions 2.3.2 and later. In prior releases the proper switch
changes must be made in Interactive Administrator for each such channel bank interface configuration.
To do so add the following to the interface’s protocol parameter switch field:

“+ADD –s26,200”

8.2.6.2 Support Ticket Information

If after adhering to the above stated requirements station flash capabilities persist to fail please provide the
following information to Interactive Intelligence Support Services:

1. Aculab System Information (reference 10.4)

2. TsServer Log from system start through multiple flash attempts.
3. Protocol Trace from the same system tests (reference 10.2)
4. Channel Bank Model
5. Phone Type and Model

8.3 AudioCodes and Aculab Integration

This section describes the proper procedure for configuring an IC Server containing both Aculab and
AudioCodes hardware (SIP). If configured incorrectly, the system’s hardware will not work and the IC Server
will not be functional.

8.3.1 Hardware Configuration

Within the server’s chassis, Aculab and AudioCodes cards should be not intermixed. All cards for each vendor
should be grouped consecutively, leaving only one point where two side-by-side PCI slots have cards from
different vendors (see Fig. 8.3.1.1). For more information about AudioCodes, see the SIP Application Note.

Aculab Application Note 65 of 100 © 2005 Interactive Intelligence, Inc

The first Aculab card in the system which is on the end of the H100 bus must be terminated via software or
hardware termination. Please reference Section 5.4.2 for further information on Aculab card termination.

11 11
37 38
05 57
IP IP IP
1 2 3

Terminate Card Software

Fig. 9.3.1.1 Example Configuration (2 Aculab Cards, 3 AudioCodes Cards):Terminate

8.3.2 Aculab Software Configuration

The Aculab Configuration Tool (formerly known as GUI Installer) must be used to properly add the new
Aculab PCI devices. Please reference Section 5.2 for instructions on how to add an Aculab card to the
configuration. The hardware configuration shown in Fig. 9.3.1.1 would be represented in the Aculab
Configuration Tool in the following order.
SN 113705
SN 113857

The first card listed (113705) should be terminated either in hardware (Prosody version 1.1), or in
software using the Aculab Configuration Tool.

8.3.3 AudioCodes Software Configuration

For setup instructions, follow the procedure in the SIP Application Note.
Note: The last AudioCodes card in the system must be software terminated. Refer to section 14.5 of
the SIP Application Note for directions on how to do this.

8.3.4 Interaction Center Configuration

At the completion of the hardware and software component configuration the standard IC configuration
instructions may be used with the exception of one scenario. In a system where a-law encoding is to
be used (typically E-1 networks), and the Aculab cards do not have LIMs, additional configurations
must be made concerning voice resource integration.

Explanation of Issue:
The voice module functionality for any system which uses Aculab PCI Prosody cards without line
interface modules (LIMs) will always default to u-Law firmware encoding. This presents a problem for
SIP systems using AudioCodes cards and Aculab Prosody cards in an E-1 (a-Law) environment. The
default to u-Law encoding will cause instability on the H100 bus, and audio on the server from resource
usage (such as plays or conferencing) will experience severe static.

Solution

Aculab Application Note 66 of 100 © 2005 Interactive Intelligence, Inc

 Follow these steps to enable a-Law firmware encoding for each voice module, overriding the default of
u-Law firmware encoding.
1. Use the following tsserver command line parameter:
TsServer Key: CommandLineArguments
Value: /EnableAculabE1Support
To Add: Process command line arguments are located in the system’s registry. To add this
parameter, navigate using regedit.exe to HKLM->System->CurrentControlSet->Services-
>InteractionCenter->ProcessTree->Level7. Add a new String value called
“CommandLineArguments” and give it a value of “/EnableAculabE1Support”; or, add this value to
any already existing values.
2. In Interaction Administrator, open the Voice Modules container.
3. For each voice module in the container, enter the following filenames in the Firmware edit box, as
shown in the illustration, depending on the voice module type:
• Audio: sp60a.smf
• Conference (with echo cancellation): esp30a.smf
• Conference (without echo cancellation): esp64a.smf
• Fax: fax30_8a.smf
• Text Telephone: tdd60a.smf
• DSP Speech Recognition: sp16a.smf
• Hosted Speech Recognition: ecr24_512a.sm
• Echo Cancelled: esp30a.smf
• ADSI: adsia.smf
4. Restart IC Services.

8.4 Speech Recognition Integrations (ASR)

There are multiple forms of speech recognition integrations that can be made using and Aculab IC
system. This section identifies the requirements for enabling each form. It also provided details
specific to configuring the telephony system in such integrations.

8.4.1 Isolated Word Recognition (IWR)

Support for IWR in 2.3 has been deprecated.

8.4.2 Hosted Integrations: Nuance and SpeechWorks

An Aculab server is able to stream echo cancelled audio off of the system running telephony systems.
This is done in configurations where an off host speech recognition system is providing recognition
capabilities. Please reference IC ASR integrations guides concerning details for such implementations.
This section identifies configuration requirements for the Aculab telephony system in hosted ASR
integrations.

8.4.2.1 Voice Module Configuration

In order to provide streamed audio from and Aculab IC system the proper voice resources must be
allocated on the telephony server. Echo cancellation and streaming resources are provided in a count
of 24 per DSP module using the ‘Hosted Speech Recognition’ voice module configuration. Please
reference Section 7.7.6 for details on making this configuration.

8.4.2.2 Functional Configurations

Proper barge-in and recognition functionality is dependant on the cancelled stream of audio data.
There are two server configurations available that alter the default manner in which this audio stream
is provided. Each of these echo cancellation (EC) configurations is provided using the server
parameter configuration page in Interaction Administrator.

Aculab Application Note 67 of 100 © 2005 Interactive Intelligence, Inc

 EC Play Volume (Section 8.3.2) – Alters the volume at which the reference prompt is played. This may
need to be modified if premature barge-in occurs during ASR sessions.

EC Convergence Period (Section 8.3.3) – Ignores a specified period of time at the beginning of each
cancellation session. This may need to be modified if premature barge-in occurs during the initial
750ms of the playing of a prompt.

8.5 Station Caller ID and MWI

Aculab connected station caller ID and MWI is supported only for T1 FXS Channel Bank configurations.
Additionally, the feature may not work with every particular phone type. It is recommended that
individual phone types be tested for proper functionality before system implementation.

To make this functionality operational two configuration changes must be made:

1. At least one ADSI voice module must be configured in the IC system. After configuring this
module the Telephony Services subsystem must be restarted before its resources will be
available to the IC system. Please reference Section 7.7.8 for further details concerning
making this configuration change.
2. Reconfigure all stations that are to be enabled for either Caller ID or MWI functionalities. This
is done by changing the station configuration phone type in Interaction Administrator from
Analog to Analog (Caller ID). Note that Analog (ADSI) is not supported in Aculab IC systems.

8.6 Putback \ Takeback Transfers

This section discusses the IC implementation options available as they concern call putback and takeback
functionalities. Such functionalities are protocol dependant and require moderate configurations to be made
active. Additionally, these functionalities must functional supported by provider or PBX integration, and its
implementation in protocol agreement with that provided by the IC system.

8.6.1 Handler Implementation

Call putback functionality is implemented in the handlers using the Extended Blind Transfer tool step. This tool
step provides an option “Use Putback (if available)” (Figure 8.6.1.1) which broadly implements putback
functionality on all capable span protocol and configurations. To enable to a putback change this option’s value
to true and publish the implementing handler. For further information concerning this option please reference
Interaction Designer Help topics.

Implementation Note:
The putback transfer request will be issued on the object identified in the Call Identifier field, and thusly will
be issued on that objects active line. Therefore, its line interface must be configured for transfer capabilities
(reference Sections 8.6.2.2 and 8.6.3.1). If the line is not putback capable, then the request will be issued
using a standard two line (bowing) transfer mechanism.

Aculab Application Note 68 of 100 © 2005 Interactive Intelligence, Inc

Figure 8.6.1.1 - Call Putback Options (Extended Blind Transfer)

8.6.2 Protocol Specific Support

The following chart defines the current IC support for putback and takeback transfer functionality. Please pay
careful attention to the details of the listed support, including the current release level and the protocol
specifications that define the specific implementation.
KEY:
A = Alpha (Unverified)
B = Beta (In the process of being implementation verified)
NS = Support Not Available, or Unsupported By Protocol
GA = Available in GA release
SU = Available in a subsequent service update release

SPECIFICATION IDS:

1. GR-2865-CORE Generic Requirements for ISDN PRI Two B-Channel Transfer

2. ETS300 196 Generic Functional Protocol for the Support of Supplementary Services, and ETS300 369
Explicit Call Transfer (ECT).
3. Call Transfer Supplementary Service. (ISO/IEC 13869/13874, ECMA176/178, ETS300 259/261).
4. BTNR 188 - Sections 12 & 13 (Hold and Three Party Working - New Path only).

Putback Transfers

ISDN ISDN Wink Flash

PutbackTwo PutbackOne Transfer Transfer

Aculab Application Note 69 of 100 © 2005 Interactive Intelligence, Inc

 EuroISDN
2.3 (A) (2) 2.3 (A) (2) NS NS
(ETS300)

AT&T NS NS NS NS

DPNSS 2.3 (A) (4) NS NS NS

QSIG 2.3 (A) (3) NS NS NS

NI2\1 2.3 (B) (1) NS NS NS

E1 NS NS 2.3 GA NS

T1 NS NS 2.3 GA NS

Analog NS NS NS 2.3 GA

Takeback Transfers

TBCT \ RLT TBCT \ RLT Wink Transfer Flash Transfer

(TakebackTwo) (TakebackTwo) (TakebackOne) (TakebackOne)

ETS300 NS NS NS NS

AT&T NS NS NS NS

DPNSS NS NS NS NS

QSIG NS NS NS NS

NI2\1 NS NS NS NS

E1 NS NS 2.3 GA NS

T1 NS NS 2.3 GA NS

Analog N\A N\A N\A 2.3 GA

8.6.3 ISDN-Based Transfers

This section discusses configuration requirements to support specific ISDN based transfers such as release link
transfer (RLT), two b-channel transfer (TBCT), and other ISDN transfers. The behavior of such transfer
functionality is specific to the protocol’s defined specifications. In general, it provides the ability to designate
the transfer of a connected call with that of a call in progress, or a new call to be placed, using resources
external to the current lines (ie. off the local PBX or IC system). This provides the ability to transfer two calls
together, that no longer require IC involvement, without maintaining two connected lines (bowing).

Aculab Application Note 70 of 100 © 2005 Interactive Intelligence, Inc

8.6.3.1 Supported Configuration Notes
Please reference section 8.6.2 for details concerning the supported ISDN-based protocols for transfer
functionality. Transfer capabilities vary with each protocol along with the level of support provided by IC. Also,
take note of the listed stage of implementation. ISDN based transfer capabilities are available for certain
protocols in either alpha or beta stages.

8.6.3.2 Configuration
To enable transfer functionality on a particular ISDN interface select the “Enable Call Putback” option box on
the interface’s ISDN PRI Configuration page in Interaction Administrator. Note that the subsequent selector
box will not have any options and should be left empty or blank. Reference Figure 8.6.3.2.1.

Figure 8.6.3.2.1 – ISDN Interface Configuration Page (Putback Enabled)

8.6.4 Wink-based Transfers

This section discusses configuration requirements to support various wink based transfer mechanisms. Such
transfers are used to integrate third party IVRs to IC, and integrate IC as a UM or IVR system to other PBX's,
in addition to allowing for release like transfers. IC can generate a wink to a PBX or network in order for the
PBX/network to behave as stated above, in which IC behaves as the IVR. Additionally, IC is able to receive
winks and allow for customer handling of the call using the wink initiator.

Implementation Note: Transfer capabilities based on wink and flash transitions are highly dependant on the
characteristics of those events. Particular attention should be paid to the integrations expectations for bit state
changes (A, B, C, and D) as well as wink durations.

Aculab Application Note 71 of 100 © 2005 Interactive Intelligence, Inc

8.6.4.1 Configuration
1. Using Interaction Administrator’s Interface and Digital Line Assistant (Section 7.1) configure an
interface with one of the following signaling protocols shown in Figure 8.6.4.1.1:

E&M Wink Start

E&M Immediate Start
FXO Loop Start (Flash Support)

2. Enable the interface for transfer functionality by checking the ‘Enable Call Putback’ option on the
interface’s Trunk Configuration page.
3. For take back functionality (inbound transfer) the reception of a wink or flash on externally connected
call the wink initiator will be fired. It is the responsibility of the implementer to create and configure
this handler as desired.
4. For putback functionality (outbound transfer) the sending of the transfer indicator is done using the
Extended Blind Transfer tool step with the User Call Putback option enabled.

Figure 8.6.4.1.1 – T1\E1 Interface Configuration Page (Putback Enabled)

8.6.4.2 Timing Options

There are three options available to specify the characteristics of transfer wink events. Each of these defaults
to typical values however they often must be changed in order to successfully integrate with external trunks
and third party IVRs. These configurations are available on the interface configuration page as shown in Figure
8.6.4.1.1.

Transmit Wink Time

This value represents the length of a wink generated by the telephony interface. This value is used in the
generation of a wink or flash to support putback functionality. By default this value is set to 150ms.

Max Receive Wink Time

This value represents the maximum length of an incoming wink that will be recognized by the IC system as a
wink. This means that any wink on an externally connected line that is less than this value will fire the wink
initiator. A wink of greater duration will be ignored, or may be interpreted as a call disconnect. By default this
value is set to 320ms.

Digit Delay Timeout

This value represents the time interval between the completion of the wink for transfer and the beginning of
the presentation of the digits. It may be necessary to modify this value if the interface is connected to a

Aculab Application Note 72 of 100 © 2005 Interactive Intelligence, Inc

switch that requires a certain minimum time period between the initiating wink and the presentation of the
transfer number.

8.7 TDD (TTY) Functionality

IC installations using Aculab hardware for speech resources are capable of supporting inbound IVR
functionalities for telephony devices for the deaf. This IVR may be used to provide information to the caller, or
allow the caller to correctly navigate to a TTY user or operator of the IVR system. The IC IVR is capable of two
functionalities; IVR prompting providing information and caller direction, and reception of caller response to
the prompts in the form of baudot code digits. Note that this functionality is not required for simple station
TTY support where callers or operators do not require interaction with an IC IVR.

8.7.1 Resource Allocation

TDD resources are required for proper configuration of the feature. Such resources are provided by Aculab
SHARC DSPs available on Aculab Prosody cards. Please reference Section 7.7.4 for configuration information
concerning Aculab TDD voice resources. Without the proper configuration of these resources TDD operations
will not be functional on the IC system.

8.7.2 Handler Implementation

TDD functionality is implemented in Telephony Services as directed by handler configurations. There are three
main components of a handler implementation: implementation indicators (8.7.2.1), response recognition
(8.7.2.2), and prompts (8.7.2.3 – 8.7.2.5).

8.7.2.1 Start TDD \ End TDD

The TDD Start and End tools are used as indicators for all other tools as to whether or not they should be TDD
enabled. Any TDD capable tool that is to be enabled should be placed in-between a start and end toolstep,
thusly enabling them within a TDD session. A Start TDD success path indicates that the system has correctly
allocated resources to perform the necessary functions. A Start TDD failure path indicates that there were not
sufficient resources available in the system to complete the operation. Upon a tool failure all subsequent
toolsteps will not be enabled with TDD and will revert to traditional audio IVR functionality.

8.7.2.2 Extended Get Key \ Get Key

The extended get key and get key toolsteps, when enabled in a TDD session, listen for baudot code
information on its Call Identifier. The tool will interpret all received data internally; however it is only capable
of providing digit equivalent results sufficient for IVR navigation. The tool adheres to the standard inputs Valid
Keys, Escape Keys, Termination Keys, Maximum Number of Keys, Timeout, and Maximum Inter-Digit Delay,
just as a non-TDD enabled implementation; however, the tone input parameters are invalid for a TDD enabled
session.
Note: TTY user response may be slower than standard IVR navigation due to the protocol and necessity to
read IVR prompts. Therefore, it is recommended that the Timeout and Maximum Inter-Digit Delay input
values be increased from their default values of 20 and 2.5 seconds respectively.

8.7.2.3 Play Text File Extended \ Play Text File

The play text file extended and play text file toolsteps, when enabled in a TDD session, communicate the input
text file to the Call Identifier in the form of baudot coded tones. The transformation of the file’s (Text File
Name input) text will eliminate all characters which are not recognized as communicable baudot characters. At
completion of code transmission the toolstep will return to the next executable toolstep.
Note: Due to protocol delay and TTY device display delay there will be a period of time between the
completion of this tool and the actual complete display of the text on the caller’s device. This delay should be
expected and accounted for when waiting for a caller’s response.

8.7.2.4 Play String Extended \ Play String

The play string extended and play string toolsteps, when enabled in a TDD session, communicates the input
string (Text input) to the Call Identifier in the form of baudot coded tones. The transformation of the text

Aculab Application Note 73 of 100 © 2005 Interactive Intelligence, Inc

input will eliminate all characters which are not recognized as communicable baudot characters. At completion
of code transmission the toolstep will return to the next executable toolstep.
Note: Due to protocol delay and TTY device display delay there will be a period of time between the
completion of this tool and the actual complete display of the text on the caller’s device. This delay should be
accounted for and expected when waiting for a caller’s response.

8.7.2.5 Play Digits

The play digits toolstep, when enabled in a TDD session, communicates the string of input digits (Digits to be
Played input) to the Call Indentifier in the form of baudot coded tones rather than the standard DTMF form. At
completion of code transmission the toolstep will return to the next executable toolstep.

8.8 Telephony Call Attributes

The Telephony Services subsystem uses call attributes to provide call detail information that is not made
available by the telephony tool’s output parameters. This section provides an overview of the attributes that
made be available during call processing. Call attributes are retrieved in the handlers using the “Get Attribute”
toolstep and are set using the “Set Attribute” toolstep. When using attributes in this manner understand that
the following items affect the availability of an attribute at any give time:

1. Call Direction (Inbound or Outbound)

2. Call State (Alerting, Proceeding, Connected, ect.)
3. Call Protocol (ISDN, Robbed-bit, ect.)

8.8.1 Eic_BearerTransferCapability
This attribute provides the call’s Bearer Transfer Capability as provided in the Bearer Information Element on
an inbound call. The value is represented in integer form as described in the protocol’s specification

8.8.2 Eic_CallingPnScreeningInd
This attribute provides the call’s presented screening indicator value if available. The value is represented in
integer form as described in the protocol’s specification

8.8.3 Eic_ConnectDurationTime
An integer value representing the actual connection time for an inbound or outbound call. A call’s true connect
time is determined by calculating the duration from a protocol connect to a protocol disconnect. This value is
represented in seconds.

8.8.4 Eic_ConnectedAddress
This attribute provides the call’s connected address as received from the connecting end if the value is
available. The connected address is often presented after the call setup and may not be available until
connection occurs.

8.8.5 Eic_ConnectedName
This attribute provides the call’s connected name as received from the connecting end on an outbound call.
The connected name is often presented after the call setup and may not be available until connection occurs.

8.8.6 Eic_ConnectedNameIn
This attribute provides the call’s connected name as received from the connecting end on an inbound call. The
connected name is often presented after the call setup and may not be available until connection occurs.

Aculab Application Note 74 of 100 © 2005 Interactive Intelligence, Inc

8.8.7 Eic_ConnectedNumberIe
This attribute provides the call’s connected number as received from the connecting end if the value is
available. The connected number is often presented after the call setup and may not be available until
connection occurs.

8.8.8 Eic_ConnectEvtTime
This attribute provides a date and time of a call’s true protocol connection event. The value is provided in the
format of date followed by time: “04/11/2005 12:32:55”.

8.8.9 Eic_DestinationSubAddress
This attribute provides the call’s destination sub-address as received from the network.

8.8.10 Eic_DivertingNumber
This attribute provides the call’s diverting number as received from the network. The diverting number is a
representation of the “to” field of the redirecting information element.

8.8.11 Eic_IsdnCauseValue
An integer value representing a call’s interpreted ISDN disconnect cause code value. This value is provided by
the vendor implementation and interpreted by Telephony Services. Though in most cases the provided value is
the same as those described in the protocol’s specification, there may be occasions where there is a variance.
For such occasions the Eic_IsdnRawCauseValue may be used.

8.8.12 Eic_IsdnRawCauseValue
An integer value representing a call’s raw ISDN disconnect cause code value. This value is provided directly by
the vendor implementation of the protocol (as provided by the disconnecting end) and is not interpreted.

8.8.13 Eic_OriginatingSubAddress
This attribute provides the call’s origination sub-address as received from the network.

8.8.14 Eic_OriginalCalledName
This attribute provides the call’s original called name as provided with the presented diverting information.

8.8.15 Eic_OriginalCalledNumber
This attribute provides the call’s original called number as provided with the presented diverting information.

8.8.16 Eic_PresentationIndicator
This attribute provides the call’s presentation indicator value if available. The value is represented in integer
form as described in the protocol’s specification.

8.8.17 Eic_ProtocolId
This attribute provides a protocol ID value for the span that the call is currently active on. This value is
defined by the IC system as follows:

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 1 – Q931 Based
2 – CAS Based
3 – CAS Based \ with use of CAS DSP Module
4 - QSIG
5 - DPNSS

8.8.18 Eic_ReasonForCall
This attribute provides the call’s redirection reason if available. The value is represented in integer form as
described in the protocol’s specification.

8.8.19 Eic_ReasonForCallString
A string description of the integer redirection reason provided for the call.

8.8.20 Eic_RedirectingName
This attribute provides the call’s redirecting name as received from the network. The redirecting name
corresponds to the redirecting TN, or number, provided by Eic_RedirectingTn.

8.8.21 Eic_RedirectingTn
This attribute provides the call’s redirecting number as received from the network. The redirecting number is a
representation of the “from” field of the redirecting information element.

8.9 Dialstring Configuration

On an IC system the dialstring can be used to specify particular call information elements that should be used
to setup an outbound call. This is most commonly used on ISDN spans to provide additional information to a
CO or PBX concerning the placed call. This section details what configurations are available for outbound calls
and their configuration points.

8.9.1 Syntax
Note: In IC versions before 2.4 a secondary syntax in the form of a sequence offset by the ‘!’ character was
permitted to specify certain call information. This method has been deprecated in favor of the syntax specified
in this section.
To specify call information on the dialstring use the ‘!’ character followed by a sequence of names and values
(reference the names and values section) encapsulated in braces { }. A dialstring may contain multiple name
and value pairs either by delimiting them within a group or by sequencing multiple groups together. It is
common to use the second method (example 1) when the string is being set by handler logic which builds the
dialstring on a per call basis.
Currently the dialstring configuration only has options for ISDN protocols. However, to provide the ability for
future dialstring configuration support on multiple protocols each group must specify a protocol identifier. For
ISDN protocols this is accomplished using “isdn:” syntax as noted in this description:
Formal description:
<Phone Number>!{isdn:<name>=<value>;<name>=<value>}!{…}
Example dialstrings:
Example1: 5551212!{isdn:presentationInd=1}!{isdn:screeningInd=1}
Example2: 5551212!{isdn:presentationInd=1;screeningInd=1}

8.9.2 Names and Values

This section provides a listing of the call information names that are accepted by the Telephony Services
subsystem. A description of the values accepted is also provided though the specific values are not.
Names
ScreeningInd – Screening Indicator - Integer

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 PresentationInd – Presentation Indicator – Integer
BearerTransferCap – Bearer Element: Transfer Capabilities (Octet 3) - Integer
CallingNumberPlan – Calling Numbering Plan (origination) - Integer
CallingNumberType – Calling Numbering Type (origination) - Integer
CalledNumberPlan – Called Numbering Plan (destination) - Integer
CalledNumberType – Called Numbering Type (destination) – Integer
CallingPartyName – Calling Name (Display Name) – String
Format – Format of Calling Name – Values: ‘Nortel’ or ‘Q931’
Values
For names not listed below, the values accepted for the ISDN call information names specified above are their
integer based values as listed in their respective specifications. Please reference the appropriate protocol
specification for all valid values.
The values of the following call information names do not follow any formal specification; therefore their
values are listed below:
Format – Values: ‘Nortel’ or ‘Q931’

8.9.3 Configuration Points

There are two places within an IC system where the dialstring may be configured. This section briefly
describes each of these configuration points and their usage.
Phone Number Configuration
The phone number configuration is available in Interaction Administrator (under the System Configuration
container). The dialplan is used to automatically modify input dialstrings to the desired string to be dialed. Call
information may be configured in the dialplan to convert specific phone number input classifications to a
dialstring that uses the call information. To do so use the syntax as described in this section. Please reference
Interaction Administrator Dialplan help topics for further information concerning the configuration of a
dialplan.
Handler
The call information syntax can be applied to any dialstring used by a tool that accepts a dialstring as an input
parameter. This modification can be hardcoded in the handler so that it is applied the same for every call. Or,
logic can be built into the handler to only append the group syntax if certain conditions are met. When doing
the later, it is recommended that the syntax as shown in example 1 be used.

9 Protocol Feature Configurations

9.1 Supported Protocols

The following table shows the supported Aculab protocols and Interactive Intelligence configurations for those
protocols:
• Protocol describes the protocol in standard telephony terms.
• Aculab Configuration Utility Value is the value that to select when configuring card protocols in the
Aculab Configuration Utility.
• Interaction Administrator Value is the trunk type to select when configuring this board (port) in
Interaction Administrator.
• Interface-Specific Configuration Options describes additional interface configuration options
needed to establish a base protocol configuration. Note variant protocol options (i.e., wink duration or
timing) are not listed.
Protocol Aculab Interaction Interface-Specific Configuration Options
Configuration Administrator
Utility Value Value

T1 CAS Based
T1RB Aculab T-1 Trunk Select Appropriate Signaling Protocol Variant
Signaling

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 Protocol Aculab Interaction Interface-Specific Configuration Options
Configuration Administrator
Utility Value Value

E1 CAS Based
R2T1 Aculab E-1 Trunk Select Appropriate Signaling Protocol Variant
Signaling

Select Either ‘User-end’ or ‘Network-end’

NI2 NI2 Net or NI2 User* Aculab T-1 ISDN PRI
Protocol

DMS
Select Either ‘User-end’ or ‘Network-end’
(supported NI2 Net or NI2 User* Aculab T-1 ISDN PRI
Protocol
through NI2)

AT&T T1 Net or AT&T Select Either ‘User-end’ or ‘Network-end’

AT&T 5ESS Aculab T-1 ISDN PRI
T1 User* Protocol

AT&T T1 Net or AT&T Select Either ‘User-end’ or ‘Network-end’

AT&T 4ESS** Aculab T-1 ISDN PRI
T1 User* Protocol

EURO-ISDN ETS 300 Net or ETS Select Either ‘User-end’ or ‘Network-end’

Aculab E-1 ISDN PRI
ETSI300 300 User Protocol

T1 Q.SIG
QSIG T1 Aculab T1 ISDN PRI Select ‘User-end’
Slave/A

T1 Q.SIG
QSIG T1 Aculab T1 ISDN PRI Select ‘User-end’ and use “-cQSB –s96,1”
Slave/B

T1 Q.SIG
QSIG T1 Aculab T1 ISDN PRI Select ‘Network-end’
Master/A

T1 Q.SIG
QSIG T1 Aculab T1 ISDN PRI Select ‘Network-end’ and use “-cQMB –s96,1”
Master/B

E1 Q.SIG
QSIG E1 Aculab E1 ISDN PRI Select ‘User-end’
Slave/A

E1 Q.SIG
QSIG E1 Aculab E1 ISDN PRI Select ‘User-end’ and use -cQSB
Slave/B

E1 Q.SIG
QSIG E1 Aculab E1 ISDN PRI Select ‘Network-end’
Master/A

E1 Q.SIG
QSIG E1 Aculab E1 ISDN PRI Select ‘Network-end’ and use -cQMB
Master/B

One of the following protocol switches must be

added to the configuration:
For Slave/A – use +ADD –cAX
Aculab E1 ISDN B For Slave/B – use +ADD –cBX
E1 DPNSS DPNSS Enhanced
Channel For Master/A – use +ADD –cAY
For Master/B – use +ADD –cBY
For X select ‘User-end’
For Y select ‘Network-end’

*ISDN user-end and network-end provisions are determined by the Interaction Administrator configuration
(firmware dependant). User and network-end specifications in the Aculab Configuration Utility do not need to
match the Interaction Administrator configuration; only the base protocol must agree.
**4ESS protocols are inherently supported by Aculab AT&T firmware. 4ESS Custom is supported depending on
custom features needed - contact Support for more information.

9.2 ISDN Protocols

Multiple ISDN based protocols are supported by the Aculab IC platform. This section identifies those platforms
and notes particular features and configurations specific to their implementations.

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9.2.1 ISDN Feature Matrix
This section is in-progress.
This section provides a matrix of ISDN features and their availability across the multiple ISDN based protocols.
Features listed as supported in this matrix often requiring additional configurations. Please reference the
protocol’s implementation section (9.2.2 – 9.2.7) for further information on a particular feature. Additionally,
the majority of these features require provider or PBX integrator; therefore proper verifications must be made
with all points of feature integration.
Note: If a feature is not listed here then it may not be supported. To verify, please contact Interactive
Intelligence Support and request information concerning the feature. If the feature is not supported Support
Services may recommend the feature enhancement process.
5E\4ESS NI2 ETS300 Q.SIG DPNSS DMS100
Feature

Bearer Transfer S S S S NS S
Capability Bits
(SETUP)

Calling \ Called Party S S S NA NA S

Type

Calling \ Called Party S S S NA NA S

Plan

Calling Name – NS S S NS NS SA
Display IE

Calling Name – GFP NS SB SB NS NS SA

(receive only)

Calling Name – NS NS NS SB NS NS
Facility IE (receive
only)

Connected Name – NA NA NS S NS NA
GFP

Network Specific S NS NA NA NA NA
Facility (NSF)

Redirecting Number NS SB SB SB NS NS
IE

Redirecting Number SB SB S NS NS NS
IE (receive only)

ISDN-Based Reference Section 8.6.2

Transfers

ISDN Matrix Classification Key

NA – Not Applicable To Protocol
NS – Not Supported by IC Aculab Platform
S – Supported by IC Aculab Platform. If support was added in a software upgrade then a software release
number may also be provided here. Feature represents both send (value population) and receive capabilities
unless noted.

ISDN Matrix Software Support Key

A – Alpha, this designation indicates that the integration of the feature is in its Alpha stage of IC software
integration. Typically this means that the feature has been implemented though has completed test
verification. Vendor updates or further software changes may be necessary before correct functionality is
achieved.

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B – Beta, this designation indicates that the integration of the feature is in its Beta stage of IC software
integration. Typically this means that the feature has been implemented in a live environment though has not
yet been verified as GA. Vendor updates or further software changes may be necessary before correct
functionality is achieved.

ISDN Matrix Numerical Indicator Key

A numerical value beside a feature listed as supported (S) provides a reference to the implementation’s
defining telephony specification. Refer to the following list of specifications for this value:
Protocol Specification References are not currently available.
ISDN Matrix Terminology
GFP – Generic Functional Procedures, which are a series of processes, intended to provide various types of
functionalities through FACILITY messaging.

9.2.2 5ESS (AT&T), NI2, ETS300

Each of these protocols (5ESS, NI2, and ETS300) is similar in implementation. Please reference the supported
protocol guide (Section 9.1) concerning their individual configuration requirements. ISDN user-end and
network-end provisions are determined by the Interaction Administrator configuration (firmware dependant).
User-end and network-end specifications in the Aculab Configuration Utility do not need to match the
Interaction Administrator configuration; only the base protocol must agree.
See section 9.2.6 for instructions on configuring extended features for NI2 and ETS300.

9.2.2.1 Network Specific Facility (NSF)

In certain span configurations it may be necessary to set a network specific facility value in order to adhere to
the span’s service as ordered from the provided. To configure this setting select the “Feature” option for the
Network Specific Facility field of the ISDN PRI Configuration page in Interaction Administrator. After selecting
this option a valid coding value must be added to the Facility Coding Value (directly below the NSF option
box). Valid values for this field are as follows:
1 = SDN Software Defined Network
2 = Toll Free MEGACOM (800 MEGACOM)
3 = MEGACOM
6 = ACCUNET Switched Digital Service
7 = Long Distance Service
8 = International Toll Free Service
16 = AT&T MultiQuest
23 = Call Redirection Service

9.2.2.2 Calling Name – Display IE (NI2)

To enable calling name in the display IE (Setup Block) \ display information for an NI2 configuration the
protocol switch parameter –s53,1 must be applied. This will enable the send and receive capabilities of this
feature.

9.2.2.3 Reestablishing Layer 2 after Layer 1 Deactivation and Activation (ETS300)

In some environments using ETS300 for external connectivity the IC server may fail to establish layer 2 (d-
channel) after layer 1 activity. If a system is encountering such an issue it may be necessary to use the –
s60,1 protocol switch parameter on the interface’s configuration page. This switch indicates to the firmware
that it should automatically re-establish layer 2 after a layer 1 re-activation.

9.2.3 4ESS (4ESS Custom)

4ESS is supported using the same protocol configuration and firmware (AT&T) as used for 5ESS
implementation. This protocol may also be provided as a variant of 4ESS often referred to as 4ESS Custom.
Such a protocol is inherently supported by Aculab’s AT&T firmware; however, the customization aspect of the

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protocol must be determined and may render the protocol to be unsupported. Please contact support services
for more information concerning 4ESS Custom configurations.

9.2.4 DMS100
Current and past implementations of DMS100 protocol support are supported using Aculab’s NI2 based driver
and firmware. For standard call control implementations this configuration does suffice. However, for
implementations that require extended features that go beyond basic call control Aculab’s DMS firmware
implementation may be required.
To configure the system to use Aculab’s DMS firmware use the manual override configuration available on the
Interface Configuration page in Interaction Administrator. Navigate the file browse control and select the
appropriate firmware file located in the Aculab firmware directory. Use to following guide to select the correct
firmware:
User-End Standard PM4 – DMS_USR.p4r
Network-End Standard PM4 – DMS_NET.p4r
User-End UPM – DMS_USR.upr
Network-End UPM – DMS_NET.upr

9.2.5 Q.SIG
Q.SIG is a communication protocol used in Private Integrated Services Networks, used mostly to communicate
with PBX’s. The Interactive Intelligence, Aculab platform, supports basic call control of the QSIG protocol in
both E1 and T1 networks. This excludes proprietary protocols such as ESIG and ISIG. Certain Supplementary
Q.SIG services will be made available and are noted in this section. To request particular service support,
contact Interactive Intelligence Support and request information concerning the enhancement process.
See section 9.2.6 for instructions on configuring extended features for Q.SIG.

9.2.5.1 Available Supplementary Services

Interactive Intelligence has implemented the framework for the following Q.SIG supplementary services in IC
Aculab platforms:
• CLIP — Calling Line Identification Presentation (ECMA-176)
• COLP — Connected Line Identification Presentation (ECMA-176)
• CNIP — Calling Name Identification Presentation (ECMA-164)
• CONP — Connected Name Identification Presentation (ECMA-164)
Additional services to support integration to specific PBX’s as demand and time permits. To request particular
service support, contact Interactive Intelligence Support and request information concerning the enhancement
process.

9.2.6 Configuring Extended Features (QSIG, NI2, and ETS300)

This section explains how to configure extended features. The default without the extended feature activated
is basic call control. There are two types of extended features:
• Feature Facility for transmitting connected name and connected address information is only
supported using the QSIG protocol.
• Feature Diversion for transmitting redirection information (Redirecting Number IE) is supported using
NI2, ETS300 and the QSIG protocol.

9.2.6.1 Transmitting connected name and address information (Feature Facility)

Feature Facility transmits connected name and connected address information. It is supported for the QSIG
protocol.
The procedure consists of activating Feature Facility in Interaction Administrator and customizing inbound and
outbound handlers.
To activate Feature Facility

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 1. In the protocol parameter switch field under the Aculab tab in Interaction Administrator, type the
appropriate value in the following format:

Description Example

QSIG network side using Feature Facility +EXTENDED –cQMA -cFF

QSIG user side using Feature Facility +EXTENDED –cQSA –cFF

Notes
• Without the +EXTENDED, only QSIG basic call control features are available.
• When using the +EXTENDED feature the +ADD is not needed.
• If the +ADD feature is used for tracing for example, the +ADD must be first in the protocol switch
followed by its options such as +ADD –s25 +EXTENDED –cQMA –cFF. The +ADD, not being first in
the protocol switch, may cause the call to fail. The “A” in the protocol switch “-cQMA” represents
the collision resolution bit priority of high. Depending on your network, this value may be “B”,
collision resolution bit priority of low. Check your network to see the appropriate collision resolution
bit priority setting. Incorrect setting of the collision resolution bit will cause QSIG layer 2 to be
inactive.
• When TX and RX calling and connected name information the argument tag for such transmission
must be set, the default hex value for the IC Server is 0x80. If your CO uses the alternate hex
value 0xA1, the +ARG tag must be set before the +EXTENDED in the protocol switch in AI.

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 2. In the ISDN PRI Configuration tab, perform a firmware reset after the protocol switch is set. If the
protocol switch does not take effect, restart the Telephony Services subsystem after the firmware
reset.

To customize handlers for outbound calls

On an outbound call, the System_InitiateCallRequest handler must be customized (see below illustration).
The connected name information to be transmitted to the QSIG device must be appended to the dial string
before the call is complete. The appended connected_name information should take the form of
“!{isdn:connectedname=yourconnectednameinformation;}”.
After the call is completed, the called party connected name and connected address on this call can be
retrieved by using the get attribute tool step to request the “Eic_ConnectedName” and
“Eic_ConnectedAddress” attributes.
Upon retrieval of the called party connected name information, the client remote name must be updated by
using the set attribute tool step to set the “Eic_RemoteName” attribute to the called party connected name
information.
Save and publish the handler after making the appropriate changes.

To customize handlers for inbound calls

On an inbound call, the System_IncomingCall handler must be customized (see below illustration). The called
party connected name information to be transmitted must be set by using the set attribute tool step before

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the call is answered. The “Eic_ConnectedNameIn” attribute must be set to the called party connected name
information.
The called party connected name information will be transmitted to the calling party QSIG device upon the
setting of the “Eic_ConnectedNameIn” attribute.
Once the call is answered, you can retrieve the calling party connected name and calling party connected
address information by using the get attribute tool step to retrieved “Eic_ConnectedName” and
“Eic_ConnectedAddress”.
Save and publish the handler after making the appropriate changes.

9.2.6.2 Redirecting Number IE (Feature Diversion)

Feature Diversion transmits the redirected call information (diverted from, diverted to and original called
address) if available. It is supported for the NI2, ETS300 and QSIG protocols.
To activate Feature Diversion
In the protocol parameter switch field under the Aculab tab in Interaction administrator, type the appropriate
protocol switch values for the protocol in use.
Description Example

QSIG network side using Feature Diversion +EXTENDED –cQMA -cFD

QSIG user side using Feature Diversion comparing +EXTENDED +FD3 –cQSA –cFD
the first 3 digits

ETS300 network side using Feature Diversion +EXTENDED –cNE –cFD –s58,1

ETS300 user side using Feature Diversion +EXTENDED +FD5 –cFD –s58,1
comparing the first 5 digits

NI2 network side using Feature Diversion +EXTENDED +FD9 –cNE –cFD –s58,1
comparing the first 9 digits

NI2 user side using Feature Diversion +EXTENDED –cFD –s58,1

(Optional) To override the default process

By Q.931 specification, the default number for diverted from number is the default line number in Interaction
Administrator for the line the call is placed on.
When TS receives the calling party number from the external call tool step, TS must decide which number to
use for diverted from number. If the calling party number from the complete external call tool step differs
from the default line number in Interaction Administrator, the default line number will be used to populate the
diverted from information element.

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In some cases, you might need TS to use the calling party number from the complete external call tool step.
To do this, provide TS with the number of digits to compare between the originating number from the
complete external call tool step and the default line number by providing +FD# (where # is a digit 1-9) in the
protocol switch.
Example: Calling party number from the complete external call tool step = 1234567 the number range giving
to the user by Telco is 1234000-1234999 which default line number = 12340 in Interaction Administrator.
If the switch +FD3 is used, TS will compare the first 3 digits between the default line number in Interaction
Administrator and the calling party number from the complete external call tool step and will populate, in the
case, the diverted from number with 1234567.
If the optional “–“ is used in the default line number in Interaction Administrator or the calling party number
from the complete external call tool step (ex: 111-123-4567), TS will remove the “-“ character from the string
and will only use the digits to compare when selecting the diverted from number. TS will remove all characters
that are not digits from both strings before processing.

9.2.7 DPNSS
DPNSS is a communication protocol used for communication between switching nodes in private networks.
The Interactive Intelligence, Aculab platform, supports basic call control of the DPNSS protocol.
Supplementary DPNSS services will be made available in a future release. To request particular service
support, contact Interactive Intelligence Support and request information concerning the enhancement
process.

9.3 R2 (MF) Signaling Protocols

R2 signaling is supported using base R2 driver and firmware (R2T1). Default protocol configurations are
available on the signaling protocol of Interaction Administrator’s Interface configuration page for Aculab E-1
Trunks. R2 configurations often require special protocol switch parameters due to regional protocols. Custom
switches may either be added to a default configuration using the +ADD notation, or they may be added to a
custom firmware configuration (Custom R2T1.P4r based). Of the selections available for signaling protocol
under the E-1 Aculab Trunk interface the following apply a default set of switches. For other options in the
selection list that do not appear here the Custom R2T1.p4r Based options should be used.
E&M Wink Start (Standard Configuration)
Mexico – MFC R2
Brazil – R2 CAS
Argentina – DECADIC R2
Columbia – MFC R2
Singapore – MFC R2
Korean – MFC R2

9.4 Robbed-Bit Signaling Protocols

Robbed-bit signaling is supported using base T1RB driver and firmware. Default protocol configurations are
available on the signaling protocol of Interaction Administrator’s Interface configuration page for Aculab T-1
Trunks. Standard configurations for external spans will use either E&M Wink or E&M Immediate Start protocol
selections. However, if a customer configuration is necessary, the Custom T1RB.p4r Based option may be
selected. When using this selection it will be necessary to use custom protocol parameter switches.

9.4.1 Coding and Framing

When ordering T1 line configurations from the CO, a Central Office Carrier can set them up as B8ZS/D4,
AMI/D4, or B8ZS/ESF. Users may have different reasons for ordering T1 trunks of various configurations. The
default configuration for T1 trunks is AMI line code and D4 framing (AMI/D4). If it is desired to change the
default configuration a protocol parameter switch change must be made in the interface’s configurations.
Please reference Section 9.2.1 for further information on making this configuration change.

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9.4.2 Feature Group D
The T1RB firmware can be configured to support a feature group D configuration to support the sending of an
ANI (Calling Party Number) if the network span is ordered to support this feature. To enable this feature add
“+FGD” to T1RB configured Aculab T-1 Trunk interface in its protocol parameter switches field (located under
the Aculab tab).

10 Information Gathering for Trouble Shooting

This section explains what items are needed by Interactive Intelligence support to diagnose problems with
your Aculab IC Server. Descriptions and use instructions for the utilities used in gathering this information is
also provided.

10.1 Information Check List:

The list below is a summary of what is generally needed to troubleshoot Aculab IC Server problems.

• System and Application Event logs

• I3 Aculab System Information Utility (Section 10.4)
• Telephony Services (TsServer) Logs (Section 10.3)
• CAS \ D-Channel Traces (Section 10.2)
• Notifier and IP Logs
• Dr. Watson Log (if available – for complete failure scenarios)
• Callids (if applicable) of calls that encountered the reported problem
• Recordings (if applicable) of calls that exhibit the reported problem

10.2 Protocol Tracing

TRACE is a firmware trace utility (trace.exe) used to capture trace information from the call drivers and
call firmware. It is used for protocols with a D channel (ISDN) and protocols without a D channel (CAS
based signaling). This utility is installed with the Aculab software and is located at <Aculab Installed
Path>/Gui Installer/Utilities/trace.exe. If the utility is not found at this path please contact Interactive
Intelligence Support and request a copy.
Note: Using the trace utility will introduce and additional process to the server’s load and may affect
call functionality on servers running at a very high call load. The distribution of this load can not be
predicted though it will be more apparent for CAS enabled traces (section 10.2.2). If introducing
additional load is a cause for concern please contact Interactive Intelligence Support to discuss the
server’s load configuration.

10.2.1 External Trace Utility (Trace.exe)

The trace utility (trace.exe) is a command line driven application. It takes as parameters multiple
arguments that define what the trace output is to include. In the common case every parameter is
used to generate a full trace log, this procedure is provided in Section 10.2.3. The utilities output is a
single plaintext logfile as described in Section 10.2.4.

10.2.2 CAS Protocol Trace

Interfaces configured with the CAS protocol must have interface tracing enabled from Interaction
Administrator interface ‘Aculab’ tab. This does not start the tracing functionality; it just enables the
proper firmware switches needed by the trace utility to gather the correct information. After making
this configuration change the firmware must be reset before tracing can be started. To do this use the
Firmware Reset button on the interface’s configuration page.

Note: This setting is dynamic and will momentarily render the interface unusable to the IC system. It
will take approximately 20 seconds to resynchronize the channel bank and the IC system after
application.

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10.2.3 Procedure to Start Tracing
Follow the following procedure to start the tracing utility. To stop the trace utility simply run the trace
program from the command line without any parameters. Note that on occasion after stopping the
trace that the produced logfile will continue to grow. If this occurs monitor the files size (deleting
when necessary) until the server can be cold booted.

1. Open a command line window (console).

2. Navigate to the directory where the trace.exe executable is installed.
3. Type ‘trace file call protocol 0’
Note: The last parameter, in this case zero (0), is representative of the zero-based port number
that is to be traced. Therefore, the number that should be used here is the Board number as noted
in Interaction Administrator minus one (1).
4. Hit return (enter)

10.2.4 Trace Results

The trace utility creates a single output file called logfile (note that there is no extension). This file will
be located in the operating system root system32 directory in the drivers\aculab subdirectory,
typically:

C:\winnt\system32\drivers\aculab\logfile (Windows 2000)

C:\Windows\system32\drivers\aculab\logfile (Windows 2003)

10.3 Configuring I3 Subsystems Tracing

To do this, use the following procedure:

1. Start the IC System Manager. To do this, click Start… Programs… Interactive Intelligence… IC
System Manager. (For the IC System Manager to run, the user starting it needs to have Remote
Control rights under User Rights tab in the User container in Interaction Administrator.) Another
way of setting the tracing is to use TraceConfig.exe
2. In the IC System Manger, right-click the subsystem you want to set Tracing on, such as TsServer,
and click Configure Tracing. The Trace Configuration dialog appears as shown in Figure 10.3.1.

Figure 10.3.1 - Trace Configuration Dialog

3. Right-click on the topics you want to change tracing levels for, and choose Set Topic Levels from
the menu that appears. The Change Topic Levels dialog appears as shown in Figure 10.3.2.

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 Figure 10.3.2 - Individual Topic Level Page

4. Select the Topic Level at the level you are instructed to do so by the support representative. In
most cases you'll use the settings in the following table.

Note: Turning up these topics to their highest level may create very large log files on high call load
systems. If this is the case please discuss other possibilities with the Interactive Intelligence
support team. It is often the case that a particular issue is isolated to a certain area of the system
and the tracing topics can be tailored to reflect it as such.

Subsystem Topic Level

TSServer TsServer all
TSServer HmAculab all
TSServer HmVoice all
TSSever HmLine all
Notifier Notifier all
IP IP all
IP Tools all

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 5. Specify the location to store the trace files. To do this, select Trace from the menu and then select
Trace Files Path Configuration. As show in Figure 11.3.3, the file path configuration dialog will
appear. Choose a location that has ample free space to store the IC system logs.

Figure 10.3.3 - Trace File Path Configuration Dialog

Send the log files to support: [email protected] (for European support), [email protected] (for
US support) with a case number mentioned in the subject line.
Note: Please include the *.VwrLog and the associated *.VwrLog.idx file.

10.4 Aculab System Information (SysInfo) Utility

The I3 Aculab System Information Utility generates a complete report of a server’s hardware and
software configuration. A system information output report should be provided for every Interactive
Support incident.

To run the I3 Aculab System Information Utility:

1. Verify that the IC Services are running. If IC services are not running the output will only include
Aculab hardware and software information. It will not be able to obtain IC Telephony configuration
information.

2. Double-click the AcuSysInfoU.exe executable to execute the utility on the server. This utility can be
in the \I3\IC\Server\Diagnostics\Aculab directory. Additionally, the utility may be run from the
start menu under Programs … Interactive Intelligence … Diagnostics directory. The following
application dialog will appear (Figure 10.4.1).

Figure 10.4.1 - Aculab System Information Dialog

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 3. Select the output file name specifying the location of the utility’s output. If not path is provided
with the file name then the report will be written to the diagnostic directory.

4. Select and output format. The default selection is in HTML format as this is the typical format that
support services will request the information in. Support services may request the output in XML
form in which case the XML selection should be made. Both options may be checked at the same
time.

5. Click “Gather Aculab System Information” to complete the process.

6. Email the produced file(s) to the incident’s support representative or include it with the initial
report of the issue.

10.5 Aculab Tools

In earlier versions of Interaction Center (1.3x), a collection of Aculab tools was copied to the IC Server by the
IC install. Starting with version 2.2, and continuing for 2.3, they are instead made available for download from
the Support Web site at http://www.inin.com/support/aculab/index.asp.

Caution: Only use these tools when instructed to do so by Interactive Intelligence support. As these tools are
created and distributed by Aculab concurrent execution with I3 Software may cause conflicts. Using them
incorrectly, or at inappropriate times, could cause performance problems on your IC Server.

Executables included are listed below:

acutrace.exe
dspdnld.exe
evntcall.exe
evntcout.exe
multcall.exe
multcout.exe
mvcldiag.exe
mvcldnld.exe
ptrace.exe
restart.exe
selftest.exe
SMTRACE.EXE
SWCMD.EXE
sysdiag.exe
TESTINST.EXE
trace.exe

10.6 Configuring Dr. Watson

Support may ask you to turn on Dr. Watson. The logs produced will be located in \I3\IC\server\logs
directory.

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10.7 Diagnostic Recording
Diagnostic recording provided the ability to record a percentage of outbound calls from the point of
initialization until connected. This recording represents the audio as presented by the network to the IC
system and is often used for trouble shooting call analysis issues. The feature is enabled using two
Telephony Parameters as noted below. It produces an output (*.pcm) file for each call recorded. These
files are located in the configured recording directory and named after the callid of the recorded call
preceded with “DR_”.

Diagnostic Record (Section 7.5.6) – Use this parameter to enable or disable the diagnostic record
functionality.

Maximum Number of Diagnostic Voice Resources (Section 7.5.7) – This parameter sets the
maximum number of voice resources (Audio) that will be used at any given time to record outbound
calls. If more calls are in an active dialing state then resources available by this count then some calls
will not be recorded; this is the usual case and is why only a percentage of calls are recorded. Note,
that the reserve of diagnostic record resources will lower the overall resource count available to the
system for general call operations.

10.8 Interactive Administrator Registry Dump (IA.csv)

This file contains information about your Interaction Administrator settings. You may be asked to
generate and send this file.

Steps to accomplish this:

1. Open to Interaction Administrator on the IC Server and click on File | Export
2. A dialog should pop up, save this file to a known folder
3. Go to Explorer, go to the directory where the file was saved and send a copy of this file to
[email protected] with a case number in the subject line.

11 Procedures for Trouble Shooting

This section provides recommended trouble-shooting procedures for some of the more common issues
that can occur on IC Services. If a problem is encountered that sounds similar to a problem outlined in
this section it is recommended that the solution procedures be attempted to bring resolve to the issue
before contacting Interactive Intelligence support services.

Note: Procedures outlined in this section should not be done attempted in a blind hope of fixing issues.
The encountered problem should be reasonably similar to that describe as a known issue. Running a
procedure in an attempt to resolve an unrelated problem may further complicate the existing problem.

11.1 Aculab Configuration Tool Issues

Installation of the Aculab configuration tool is external to the IC system though it is a requirement. It is
dependant on Windows functionality and must be in agreement with the operating system in order to
properly load device (Aculab card) drivers. This section identifies some common issues that may occur
during abrupt restarts of the IC system, or when upgrading \ installing the Aculab software.

11.1.1 Aculab Configuration Tool Does Not Detect Any Cards

Problem: After installing the new Aculab drivers, the Aculab Configuration Tool does not detect any Aculab
cards to add even though Aculab cards do exists in the system. The problem may be verified by checking
device manager’s Aculab devices. If any of the devices have a bang (yellow exclamation mark) then proceed
to solution 2.

Solution 1:

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 Note: If this does not correct the problem try the second solution provided below
1. Open the Windows Device Manager (Right click on My Computer, select the Hardware tab, select
Device Manager).
2. Under Aculab Devices, uninstall the listed Aculab cards. (Highlight each card, right-click, and select
Uninstall until all cards are no longer listed).
3. Cold boot the IC Server.
4. Add and reconfigure the cards in the Aculab Configuration Tool, using the screen shots and/or the
AcuSysInfo.htm file that you created when you backed up the Aculab configuration. Add each card
in order they are in the server by serial number.

Solution 2:
1. Open the Windows Device Manager (Right click on My Computer, select the Hardware tab, select
Device Manager).
2. Right Click on an Aculab device with a bang.
3. Select “Update Driver…”
4. Select “Install from a list or specific location (Advanced)” and click OK
5. Select “Search for the best driver in these locations” and “Include this location in the search”. For
the location navigate to the Aculab install path, typically: D:\Program Files\Aculab\Gui
Installer\Drivers – Click NEXT
6. The system will find Aculab.inf. Select this file and click OK
7. After the system completes this process the bang should be eliminated from the device manager
console.

11.1.2 System Does Not Start Correctly After Aculab Driver Upgrade
Problem: After installing a new Aculab Configuration Tool and configuring the following Aculab hardware
errors appear in the Application log when starting Interaction Center.

• Event ID: 5020. An error occurred detecting call driver capabilities for the specified device.
• Event ID: 5021. The detected call driver version is not supported by this version of telephony services.

In addition, Telephony Services fails to initialize. These problems may be due to remnants of the older Aculab
drivers. Please try each of the two solutions in an attempt to resolve the issue.

Solution 1:
1. Start the Aculab Configuration Tool.
2. Remove all of the cards.
3. Click OK.
4. Restart the Aculab Configuration Tool.
5. Add and reconfigure the cards in the Aculab Configuration Tool, using the screen shots and/or the
AcuSysInfo.htm file that you created when you backed up the Aculab configuration. Add each card in
order they are in the server by serial number.
6. Click OK.

Solution 2:

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 1. Start the Aculab Configuration Tool.
2. Remove all of the cards.
3. Click OK.
4. Check the device manager (right-click My Computer… Manager, choose device manager).
5. In Windows Explorer, navigate to \Winnt\system32\drivers\ (Windows 2000) or
\Windows\system32\drivers\ (Windows 2003) and rename the Aculab folder to AculabOld.
6. Cold boot the IC Server.
7. Start the Aculab Configuration Tool
8. Add and reconfigure the cards in the Aculab Configuration Tool, using the screen shots and/or the
AcuSysInfo.htm file that you created when you backed up the Aculab configuration. Add each card in
order they are in the server by serial number.

11.2 Physical Layer Issues

Always start your troubleshooting from the physical layer because if the physical layer is not working properly,
the application layer cannot function.
1. Check all of your cable connections.
2. Make sure Aculab Boards are properly fitted in the system.
3. Make sure that any extra module on Prosody board is properly fitted.
4. Make sure that you have proper LED lights as explained in the section “How to verify the proper
connection of lines/ports?” in section 0.

Verifying Cabling Between Components:

Do you have T1 cross over cables between the Aculab card and the Channel bank?
This can also be used to run loop back testing
Here is an illustration of how to set up a E1/T1 cross over/loopback cable:

Creating the Loopback Plug for E1/T1 on RJ-45 (a.k.a. T1 Crossover Cable)

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Creating the Loopback Plug for E1 on RJ-45
Complete the following steps to create a loopback plug for E1:
1. Use wire cutters to cut a working cable that is 5 inches long with a connector attached.
2. Strip the wires.
3. Twist the wires from pins 1 and 4 together.
4. Twist the wires from pins 2 and 5 together.
5. Leave the other wires alone.

11.3 Fax Related Issues

They’re maybe a case where IC randomly stops detecting fax tone. Here is the procedure to troubleshoot fax.

1. Verify Correct Settings

The fax system is very sensitive to clocking and framing. Clocking must be derived from a span
connected to a CO. Framing parameters on the interfaces must be set in accordance with what is set
on the channel banks.

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 2. Resetting the Fax System
Disable fax stations in Interaction Administrator. Then wait for 5-6 seconds and if Fax COM server
hasn't gone yet, kill it in the process list.

If TS or FaxServer are down: bring up TS and FaxServer before re-enabling the fax stations. If fax
groups are configured, reactivate the fax stations before bringing FaxServer up. Also if fax groups are
configured, disabling fax stations is not enough, you will have to bring FaxServer down also. At this
point everything should be up and running. If for some reasons you don't have fax capabilities, please
repeat the steps above.

3. Load Distribution:
You don't need to cold boot to restore fax functions. Try deactivating the fax ports in IA, making sure
that the fax com server is gone (wait for 5-6 seconds and if it's still there, kill it) and if TSServer and
FaxServer are running - if you haven't stopped them for any reasons - re-enable the fax stations and
make sure the fax com server is running.

Distribution of Load for faxing:

Even if you don't have that many fax stations running at once, testing shows that distributing the load
on two DSP’s increased the MTBF significantly, especially if you configure half of the ports on one DSP
for incoming (those that take up the most resources) and leave the other half for incoming on the
other DSP.

How I can distribute the load?

You can do it from Interaction Administrator:
You CAN distribute load by implementing fax groups. One RX fax port still consumes 4 times as many
resources as a TX fax port. The 8 first ports are assigned to the first DSP. Assigning 4 ports to a
receive GROUP and four others to a send GROUP will distribute the load.

Note:
All ports are bi-directional, you can force them to only receive or send within the handlers and the fax
monitor. But, we do not support uni directional ports per se as mentioned by Aculab.

11.4 Call Analysis Related Issues

There are multiple reasons why call analysis may not initially achieve the desired result. It is first best
to understand exactly what is expected of the call analysis system. In doing so, it is important to
remember that call analysis results are not 100% accurate will vary depending on integrations
conditions such as configurations, call scenario, and call lists. This section provides a check list of points
related to call analysis, a set of possible cause and affect scenarios, and a check list of information that
should be provided for a call analysis support incident.

11.4.1 Call Analysis Review Points

• Verify Correct System Clocking Configuration

• Review interface Connect on Proceeding, Connect on Progressing, and Connect on Dialing settings.
Since call analysis starts on an IC connection these configurations will generally define when call
analysis begins on a call.

• Verify that the call generating source (tool step or client) has call analysis settings set as expected.

11.4.2 Cause and Affect Relationships

Currently, there are no cause and affect relationship definitions.

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11.4.3 Support Incident Information Check List

• Clear description of the calls that are not returning results as expected – and an explanation as to why
those results should be otherwise.

• Call IDs for calls that have encountered this unexpected call analysis result.

• Diagnostic recordings to match the provided call IDs (as many as possible). The more recordings that
can be gathered and analyzed increases the likelihood of matching the pattern of failure.

• Aculab System Information Report (Section 11.4)

• TsServer – HmVoice Topic enabled (and possibly IP) Logs (Section 11.3)

12 Frequently Asked Questions (FAQs)

This section contains frequently asked questions (FAQs).

12.1 Is the Sequential Serial Order of the Aculab Cards Important?

No. The ordering of cards by serial number is not mandatory, just recommended. Sequentially ordering
the boards is mentioned as a best practice so that the physical locale of cards in the chassis can easily
be referenced logically by the user at the software level. The only constraint on board ordering is that
speech capable and call capable cards must be ordered contiguously in the server’s chassis.

12.2 What do Layer 1 Errors Indicate?

The most common reasons for layer 1 errors are:
• You are connecting an Aculab Port to another device with a faulty cable
• You are connecting the Aculab Port to another device using the wrong cable (check if you need a
Cross over or Straight though cable)
• You do not have the Aculab ports connected to anything
• The Aculab port is a different impedance to the connection provided by an exchange
• You have connected an E1 Port to a T1 Port
• Your Aculab card is using CRC4 (Cyclic Redundancy Checking) and your exchange is not. (See
question ‘What is CRC4 Checking and how can I turn it off’ for more about CRC4)
• There is a clocking issue (For example, where the Aculab card and an exchange are both trying to
receive a clock from each other)

12.3 What is CRC4 Checking and How Can I Turn it Off?

• Certain ISDN signaling protocols utilize Cyclic Redundancy Checking (CRC4) by default. Some
exchanges may not support CRC4 checking. In such cases, it will be necessary to either get the
exchange to alter their configuration (turn their CRC4 checking option on), or configure the Aculab
firmware so the CRC4 checking is off (this mainly applies to the Euro ISDN protocol).
• To turn off CRC4 checking, use the –s50,255 switch on the interfaces protocol parameter switch
field. When this switch is applied to a firmware using Aculab 5.0.0 drivers or later, the firmware will
operate as Non-CRC4. This has the same effect as using a dedicated Non-CRC4 firmware.
• When running SYSDIAG (Section 11.5), if Layer 1 ‘USR’ field keeps changing from ‘f1’ to ‘f9’ this is
a good indication that:
• The far end is configured for CRC4 and the IC Interface is not.
• The IC Interface is configured for CRC4 and the exchange is not.

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12.4 Layer 2 Never Becomes Active Even When Layer 1 is Working?
Verify the following points:
• The IC Interface is not running CAS (Layer 2 statistics for CAS indicate whether a line is blocked,
Back Busied, or not)
• The IC Interface is not connecting a user side port to another user side port (or alternatively, a
network side port to a network side port) on a ISDN based protocol.
• That the IC Interface is running the same signaling protocol at both ends of the link.
• Occasionally, on certain protocols, the Layer 2 can take up to a minute before it becomes active. If
you have been waiting for this time and are certain everything is configured correctly, it maybe
worthwhile attempting to make a call. This can sometimes force Layer 2 to activate.

12.5 CAS Firmware Fails to Download?

If using a CAS protocol that requires a CAS module (Section 3.2), verify that the Interface’s host card
has an Aculab CAS DSP daughter board fitted. By default, CAS firmware will only download if it detects
the existence of a DSP daughter board. You can verify this by downloading firmware while
implementing the ‘–s98’ switch. This switch allows CAS firmware to be downloaded even if there is no
DSP daughter board attached.

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13 Appendix A – Extended Release Notes
This appendix provides a list of known issues and recommendations for this release of Telephony Services
supporting Aculab hardware. Any questions concerning information in this section should be directed to
Interactive Intelligence Support Services.

13.1 Voice Module Firmware Refresh

The Firmware Reset button does not function within the Voice Module container in Interaction Administrator.
After a change to a voice module, you should restart the Telephony Services subsystem or IC Servces to
refresh the firmware. This button is shown in the following figure:

Note that the Firmware Reset button in the Interfaces container does function and may be used.

13.2 CAS Module Usage

It is strongly recommend that CAS modules ONLY be placed on boards that are intended to support protocols
requiring CAS resources. This recommendation should be followed when at all possible, though there will be
times when a user may be using mixed drivers with a quad port CAS module and may not have the proper
hardware to obtain this recommendation.
The common configuration includes entire boards used for ISDN, or entire boards used for channel bank
connections. In such situations a CAS module should not be put on the board. This is better for the stability of
the system, and provides a better cost resource allocation for the user. For more information concerning CAS
module hardware, see section 3.2.3, “CAS Module”.
The following configurations require a CAS resource:
• FXO
• T1 Robbed-bit
• R2-Based

The following configurations do not require a CAS resource:

• T-1, E-1 ISDN, QSIG, DPNSS
• Standard T-1, E-1 Channel Bank (FXS)

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13.3 System Voice Resource Allocation Limit

The Aculab voice system has a limited number of simultaneous voice resource allocations that it provides
applications such as Telephony Services. The current release of 1.4.6 speech drivers has a limitation of 1024
voice resource allocations. This count is adhered to on a global basis within the entire Aculab xIC system.
Every type of resource is counted against this limit. Reference Section 7.7 for resource counts for each
particular type of voice module configuration. Once this ceiling is reached all subsequent resource allocation
attempts will fail and their related telephony operations will not work.
This limitation may only be an issue on large systems which have more than 16 modules configured as IVR.
Even under this circumstance the system may only run out of resources under a high call load. If there any
questions or concerns related to this documented limitation please contact Interactive Intelligence Support
Services.

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14 Index

Aculab Boards Lines

Important Notes 18 Verifying 18
Restrictions configuring Prosody cards without Load Factor
LIM 17 formulas 14
Sequential ordering 96 Logs 86
CAS Module Mixed mode 18
Download CAS Firmware 97 Ports
Clocking Verifying 18
verify clocking configuration 55 Tracing 87
CRC4 Checking 96 trace.exe 90
H100 bus Troubleshooting 86, 96
Termination 19 Wink Transfers 97
Interaction Administrator Configuration 45

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