Enghouse Interactive Communications Portal · 2016-09-21 · –Windows Server 2008 R2 (64 bit)...

© Enghouse Systems Ltd 2011

Enghouse Interactive Communications Portal


Provide an overview of the Enghouse Interactive

Communications Portal components

Detailed description on Communication Servers,

Console and Alarm Center

Studio script development

Troubleshooting techniques

Course Objectives


Communications Portal Oveview


CP Overview


CP Console


Console

GUI-Based Administration Interface

Manage Administration, Debug and Monitor:

CP Domains

CP Licenses

CP Communication Servers

CP Domain Servers

Login Password (Optional for Security)

Communicates via TCP/IP

Services CPConsole.exe


Users

• Users who can log-in and access the domain configuration for administration and/or monitoring

• Unlimited number of users

• Logged in user is displayed at the top-right of the Domain page

• The “role” determines the access level:– Administrator

– User

– Guest


Console View


Three primary license modes are available for CP

Communications Servers:

• Demonstration: No license key has been

obtained. Server must be restarted every 2

hours.

• Evaluation: Time-limited mode providing use

of CP license features until the expiration date.

• Permanent: CP Domain is fully licensed.

License Modes


Domain License View


Domain View


• Green - Running script and OK

• Green (Blinking) - Server starting or restarting

• Red - Script error on one or more channels

• Grey - No script running on any channel

Console Indicators


Group Display

CP Communication Servers that provide back-up capabilities

for each other

Each ECS in a group should be functionally identical

One active ECS and one standby ECS, or many to many

When redundancy is not used, groups are still needed but

one ECS in each group

Manageable settings include:

Group license information (each ECS uses that number

of licenses)

Group redundancy settings (conditions and actions)

Activate ECS’s important


• Displays all servers in the group

• 3 servers shown in this display

• Double-click ECS to display Server information in ECS View tab

Redundancy Display


ECS View

Display CP

Communication

Servers and

Engine Settings

Typically

displays each

ECS that is part of

the Domain


Channels View

Lists each channel

associated to the

ECS

Displays the status

of each channel

Individual

channels are

managed by right-

clicking to display

menu options


• Green - Hardware Channel Active, On-Hook

• Red - Active, Off-Hook

• Blue - Blocked (Digital Channels only)

• Green/Grey(Blinking) - Maintenance Mode

• Grey - Channel Not Started

• Grey ‘X’ - Software Channel Stopped

• Red Up Arrow - Script Running on SW Channel

(Flashing) - Error in Script

Channel Indicators


Custom Views

• Combine different channels from one or more servers into one

view

• Several views for different needs in one Console

– Custom View must be created first

– Select and add a group of channels from different ECS’s to one

view


Using CP Console:

1. Initialize switch/channels as necessary

2. Load compiled CP script (.seq file), or VoiceXML application (.vxml, .jsp), orCCXML application (.ccxml).

3. Start channel(s)

4. To test a modified script, simply use ‘Reload script’ after recompiling

Deploying a Script


File Transfer

Enables administrative tasks such as:

• Upload new scripts and associated files, such

as voice prompts, etc.

• Download log files

• Delete files and folders

• Create folders


File Transfers


CP Alarm Center


Alarm Center


Alarm Center Management Tool


Alarm Center settings in CP Console


Communications Server


Installation/Configuration Overview

• System requirements

– Windows Server 2008 R2 (64 bit)

– Windows Server 2012 R1 (R2 support will be released in PRC 3 or 4)

• Antivirus software and ECS runtime engine real-time response

• Dialogic HMP 3.0 / SR 6.0 installation tips and remarks

• Verify Dialogic installed and configured – demo tool

• Enable Dialogic logging – configuration and tools


Installation/Configuration Overview

• CP Installation – which components, license type options

• CP Upgrade – apply PRC

• CP Downgrade – remove PRC

• CP Configuration for Server and Engine parameters


Installation/Configuration Steps

• Install Dialogic board (if not using IP)

• Install Dialogic software (SR6.0 or HMP 3.0)

• Configure and test

• Install CP

• Configure and test


Telephony Overview

• CP only supports Dialogic HMP 3.0 and SR 6.0 cards

• CP does not support NMS cards or Intel DSE cards

• Support for IP PBX – Cisco, ShoreTel, Mitel, Avaya

• Support for TDM PBX – Nortel, Avaya

• Avaya Dev Connect certification ->

https://www.devconnectmarketplace.com/enghouse-interactive


Troubleshooting


Troubleshooting

• CP Configuration for Server and Engine parameters

– Set Autostart CP engine off during troubleshooting

– Set to new type of system log format

– Pre-enable debug logging on all channels Set each channel log properties

to “All”

– Increase size of CP Backtrace log from 1000 to 10000


Troubleshooting

• System and error logs – always present

• Script and script trace logs

• Debug logs

• Backtrace logging is a great option for production troubleshooting

• CP Collector is a tool that automatically finds and packages all relevant

logs on a system (including 3rd party logs)

• Wireshark tool for SIP problems troubleshooting


CP Studio Scripting


Overview

• CP Studio Scripting

• CP Studio GUI features

• Script Organization

• Script Debugging

• Questions

• Exercises


CP Studio Scripting

• Variable types

– Limitations

– Unicode vs. String vs. Binary

– Any type

– Arrays and automatic resize


CP Studio Scripting (continued)

• Variable scopes and sharing

– Local and Global

– Subroutine parameters as variables

– Exported variables (from Libraries)

– Sharing

– “content modification”



• Expression evaluation

– Implicit conversions

– Literal values (time, date, quote character)

– Date/Time manipulations

– “BASIC” like expressions

– Array indexes

– Status function

– Objects

– What survives script change



• Blocks – inputs, outputs, errors, events

– Block multiple inputs

– Block outputs, errors, and events

– System outputs

– Asynchronous events

• Subroutines, User blocks

– User block specifics

– Subroutines

– Subroutine parameters

• Reference parameters

– Multiple inputs and outputs

– “Main” as a subroutine


Event Handling

• On the block

– Must be marked as processed

• In the user block

– Common event handling

• In Event handler

– Event check block

– UnhandledOutput

– “Error handler could not continue” error

• Event handling endings – return, continue, propagate

– Remember to use EndEventProcessing!

– Propagation of events

– Return from the event

• EventProcessed special output


Event Handling (continued)

• Event handling and subroutines – propagation

– PropagatedEvent output on subroutine calls

• Default event handling – built-in behavior

– Special termination events

– Disconnect case

– “Next” output on EndEventProcessing block

– Restart after error option



• Special events

– Quitting events

• @ExitMode functionality

– System output events

– Unconditional abort (from Console)

• Event manipulation blocks

– Enable / disable feature

• With EnableFeature block

• Through system variables (@NotifyState, @CIMAgentConnectedEnabled)

– EventSelection block



• Output, error and event system variables and structures

– @CurBlock... and @LastBlock... variables (Input, Name, Location)

– @LastOutput and @LastOutputMessage

– Variables with the current event data (@LastEvent, @LastErrorMessage,

@Event)



• Libraries

– Importing libraries

– SEQ vs ENS

– Namespaces

• ChangeScript issues

– This is not the CallScript block !

– Channel shared variables

– Automatic source script recompilation

– “Main script” concept

• Using external DLLs

– Two types of interfaces

– Supported parameter types

– Execution and memory protection



• Software channels and notification

– Software channels usage

– Notifications

• Many channels notification options

• Criteria field specifics

• @NotifyState variable

– Acquiring voice resource – “music on hold example”


CP Studio GUI features

• Tabs

– Provide multiple views for the same subroutine

– Initially: only Script and Event handling tabs

– User can add custom tabs from the context menu

– Shortcuts: Ctrl+PageUp / Ctrl+PageDown



• Views navigation history

– Views history can be used to navigate back and forth

– Shortcuts: Ctrl+Backspace / Ctrl+Shift+Backspace



• Auto-completion

– Facilitates entry of expressions

– Drop-down menu lists all available constants, variables, structures and

functions



• Undo/Redo

– Script level – any change in block

– Control level – change in edit controls

– Shortcuts: Alt+Backspace (Ctrl+Z) / Shift+Alt+Backspace (Ctrl+Y)



• User Blocks and Subroutines

– Support for modularity

– Double clicking on block opens corresponding view

– Note: use Synchronize if subroutine has been modified in the meantime

• Import Libraries

– Reuse of existing scripts

– User can import either ENS or SEQ scripts

– Subroutines in imported script must be marked as Export

• DLL Functions

– Use of functions in DLLs



• Find block

– Search for a block by:

• Block name

• Block type

• Block description

• Block parameter

• Note content

• Subroutine name



• Notes

– To annotate scripts

• Bookmarks

– Memos for script development

– Bookmark view shows all bookmarks for the current user



• Building a script

– Check vs. Build

– Errors and Warnings

– Ignore script errors

– Destination directory for SEQ file



• Creating a report

– Reports summarize script features

– Important for deploying resources required to run the script


Scripting in CP

• Visual Script Programming – General Guidelines

• Script Organization and Flow

• Version Control

• Best Practices – Examples

• Common Issues


General Guidelines (I)

• Scripting in CP Studio

– various available blocks and functionalities

– visual representation of call flows

– efficient implementation of simpler scripts

– possibly complicated for larger projects and scripts

– control flow as opposed to data flow

– asynchronous events

• Good code is achievable

• General software engineering guidelines apply


General Guidelines (II)

• Tidy code

– easier to maintain and debug

– difficult to achieve in CP Studio

• Applied ubiquitous knowledge

– encapsulation and modularity (user blocks and subroutines)

– planned design of scripts (avoid ad-hoc scripting)

– global variables – good and bad

– comments and notes in scripts

– common sense


Script Organization and Flow (I)

• Identify related code segments

– group segments

– encapsulate segments

• Visual layout is important

– minimize number of blocks per user block/subroutine

– use tabs in CP Studio

– keep track of connections

• Define reliable interfaces


Script Organization and Flow (II)

• User blocks or subroutines?

– subroutines are reusable

– subroutines support parameters

– user blocks – rudimentary code aggregations

– user blocks simplify event handling

• Hierarchical scripting

– top-down design

– use user blocks to create outlines

• Keep track of external systems

– CIM integration

– business logic


Script Organization and Flow (III)

• Performance concerns

– similar efficiency for user blocks and subroutines

– CP scripting is high level

– a couple of blocks per user block → pointless

• Use user DLLs for critical segments

– complex, repetitive operations

– string/text parsing


Version Control

• CP Studio scripts in XML format

– changes in scripts usually trigger complete XML rewrites

– limited version control system usefulness

• Notes in scripts

– document major and minor changes

– embed version numbers

• Version numbers in filenames

– incompatible with revision control

• Build numbers in script properties


Common Issues (I)

• Issues inherent to visual programming

– cluttered workspaces

– superfluous connections

– block positioning

• Event handling problems

• Missing reusability


Script Debugging

• Error and debug logs

– Debug logs

– Error log

– Error backtrace log

• User/application logs

– System log

– Script logs

– User alarm log

• Script logging

– CDR logging (reporting)

– Files logging

– Error and backtrace dump


Script Debugging (continued)

• Some common errors and investigations

– Module cannot be loaded

– Error handler could not continue

– Channel stopping too long

– Execution timeout exceeded

– Main thread hangup


Script Debugging (continued)

• Visual Debugging

– Script can be debugged interactively starting Console from within Studio

– Insert a breakpoint to interrupt script execution

– Step into, step over, step out

– Watch expressions, modify values

– Trace Log to persist script

execution path


Exercises

• Create a “Hello World” script

• Play prompts and receive DTMF tones

• Trigger backtrace in CP logs

• Load CP scripts examples

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Enghouse Interactive Communications Portal · 2016-09-21 · –Windows Server 2008 R2 (64 bit)...

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