HMS Developer Guide - West Corporation · HMS Developer Guide, v1-0, 22 December 2009 3/39 Preface...

HMS Developer Guide HVP Release 5.1

Document number: hvp-hms-0014 Version: 1-0 Issue date: 22 December 2009

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HMS Developer Guide, v1-0, 22 December 2009

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Copyright

© Copyright 2009 West Corporation. This document is confidential. No part of this document may be

reproduced, published or disclosed in whole or part, by any means: mechanical, electronic,

photocopying, recording or otherwise without the prior written permission of West Corporation or Holly

Australia Pty Ltd. T

The information contained in this document is strictly commercial in confidence and can only be

provided to persons who have signed a non-disclosure agreement. This document is not to be copied

without prior written consent.

Control

History

Version

Date

Change Notes

Author

1-0

22 Dec 2009

Approved for release

R Teale

Related Documents

Title

Doc No

Holly Management System User Guide – HVP Release 5.1

hvp-hms-0013

Holly Voice Platform Operations Guide – HVP Release 5.1

hvp-0028

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Preface

This document provides a brief description of the Holly Management System (HMS) and a functional

overview and user guide for the HMS Developer (HMS Dev) configuration tools, reports and utilities

available to Developers.

• Chapter 1 contains an introduction to HMS and HMS Developer.

• Chapter 2 describes the layout of the HMS and how to get started.

• Chapter 3 outlines the interface for configuring developer applications.

• Chapter 4 describes the pre-defined HMS reports and HMS Report Generator.

• Chapter 5 describes additional configuration available to developers.

• Appendix A describes the log events that can be accessed via the Report Generator.

Audience

This document contains information for technical staff and systems administrators responsible for the

installation and day-to-day management of a Holly deployment.

Glossary

Term

Definition

Application

An application as set up with the HMS Applications page. An application can have

multiple URLs set or none at all.

CLID

The calling party Telephone number

CSV

Comma Separated Values. The comma delimited file format. The Holly VAD uses files

with any text delimiter.

CVAD

Corporate Voice Activated Dialer. The system to allow calls to be routed to contacts

listed in a large central directory such as a corporate staff list by speaking the contact

names.

Dialog

Dialogs define how Holly interacts with a caller at any point in time. They define the

phrases Holly will speak to the user and how to interpret phrases (user utterances)

spoken back to Holly. Dialogs define what response to make if the user says something

unexpected or unintelligible, and Dialogs contain references to the functions which will

process the user’s answers. Dialogs are the building blocks of a Holly application and

applications are defined by linking Dialogs together.

Dictionaries

Configuration files for Recognition servers which contain words and phonetic

translations.

DNIS

The telephone number dialed to access the system

Grammars

Configuration instructions for Recognition servers which define which phrases can be

spoken and how they are interpreted.

HMS

Holly Management System.

Holly

Holly Australia Pty Ltd

Holly Configuration

Manager

The component of the Holly Voice Platform which maintains all configuration

parameters for the other components. See the Holly Administrators Guide for more

information.

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Term

Definition

HVP

Holly Voice Platform.

Prompts

The phrases spoken by Holly to the caller

Text to Speech

An application which converts text into synthesized speech

Utterances

The phrases spoken by the caller to Holly.

VoiceXML

application

The initial document referred to by an application URL, this could be a VoiceXML

document or perhaps an Audium application which generates VoiceXML documents

dynamically.

VoiceXML document

A single VoiceXML document as executed by the Holly VoiceXML Browser.

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Table of Contents

1. About the Holly Management System ............................................................ 6

1.1 HMS Developer (HMS Dev) ................................................................... 6

2. Navigating the Holly Management System ...................................................... 8

2.1 The Context Chooser ......................................................................... 8

2.2 Navigating the HMS ........................................................................... 8

2.3 Logging In as a Developer .................................................................... 9

3. Administration ...................................................................................... 11

3.1 Developer Applications ..................................................................... 11

4. Reports ............................................................................................... 13

4.1 Introduction ................................................................................. 13

4.2 The Reporting Subsystem .................................................................. 13

4.3 The Main Reports Menu .................................................................... 14

4.4 The Report Layout .......................................................................... 15

4.5 Call Details Display ......................................................................... 21

4.6 My Reports ................................................................................... 23

4.7 Additional Reports .......................................................................... 24

5. Configuration ....................................................................................... 35

5.1 Change Password ............................................................................ 35

A. Appendix: LOG_EVENTS table ................................................................... 36

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1. About the Holly Management System

The Holly Management System (HMS) provides Administrators and System Owners of the Holly Voice

Platform with a dashboard to access configuration web pages and usage reports. It acts as a centralized

entry point to the tools and utilities of the Holly Voice Platform, and provides a consolidated view

across all components in the deployment. The utilities and reports of the HMS are web-based to

enable users to access them remotely. Entry to the system is securely controlled by a group/role-based

authorization model.

The HMS system configuration tools allow authorized administrators to easily alter system behavior and

resource usage policies and ensure that configuration information is consistent and correct across all

instances in very large deployments. In addition the HMS provides several graphical reports to

facilitate the monitoring of key trends such as system usage, customer behavior, task completion rates

etc. The HMS reports allow administrators and support staff to drill down to examine the detail of a

single call, and even to hear the actual utterance spoken by the caller.

The Holly Voice Platform allows many applications owned by numerous virtual tenants to be executed

on a single deployment. The utilities and reports of the HMS securely partition the system data and

configuration information to allow tenants to have free access to reports and self-service application

configurations for their own purposes, without compromising the security of the data and the

applications belonging to other tenants.

Browser Requirements

The Holly Management System is qualified for use with Internet Explorer version 7.

Please note that a minimum of QuickTime 6.5 is required for playback of recorded audio files.

1.1 HMS Developer (HMS Dev)

HMS Dev is a set of web pages available separately through the HMS where developers can create, test

and maintain their VoiceXML applications for remote execution on the Holly Voice Platform. Configured

by the System Owner, HMS Dev provides developers with the following capabilities:

• Configuration of URL and login PIN for pre-assigned inbound phone numbers

• Ability to view execution logs for calls to HVP including the ability to view the VoiceXML

documents that were executed along with other call events

• Ability to view other HMS reports including call statistics and Application Performance reports

• Access to speech recognition logs to facilitate development and tuning for speech applications

executing on a remote hosted instance of the Holly Voice Platform.

1.1.1 Account Management

Creating and deleting a developer account requires system owner or service provider access to a full

HMS Operations installation. For security reasons developer accounts do not have these permissions.

1.1.2 Inbound Numbers and PIN Protection

A single inbound phone number corresponds to a single application and, according to the Holly IVR

Virtualization model, a single affiliate which is the level a developer has access to. In this model the

developer has a choice between:

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• HVP performing a PIN verification before a “goto” to the developer’s VoiceXML application

• HVP executing the developer’s VoiceXML application immediately upon answering the call. The

developer may choose to incorporate security checks in their application.

The following steps are performed when calling an application:

• The developer calls the HMS Dev phone number

• If a PIN is required, the developer enters the PIN. A correct PIN results in continuation of the call

with the developer’s application. An incorrect PIN results in an appropriate error message and

hang-up

• If a PIN is not required, HVP immediately executes the developer’s application.

1.1.3 Viewing Call Logs

During execution of a VoiceXML application, both the browser and the recognition engine generate log

data. HMS Dev provides the means to view browser logs online, any documents that were executed and

download log files from the recognizer to be used with the developer tools supplied by the developers

of the particular recognition engine (e.g. ScanSoft or Nuance).

HMS Dev supports HTTPS (secure HTTP) for secure communication between a developer and the HMS /

HVP installation. This permits use of HMS Dev over the Internet. Further, the use of HTTP or HTTPS

allows HMS Dev to reside behind a firewall, VPN or other security mechanism to protect the HMS Dev

and HVP installation.

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2. Navigating the Holly Management System

The web pages for the Holly Management System are displayed as a single page. On the top-left is a

navigation menu of all the tools and reports available to the user, and on the bottom the detail for

each particular tool or report.

Figure 1 HMS pages

2.1 The Context Chooser

The top-right of the web page also includes a context chooser. This enables the user to change the

scope for the HMS system, and use tools or view reports for a specific application. The contents of

these dropdown lists depend on the user’s access level. The context chooser also allows the option to

choose “All Applications”.

2.2 Navigating the HMS

Click on a link in the navigation menu to view the relevant page.

Each tool has a number of fields to configure the report. Enter the configuration data in the fields, or

use the dropdown lists to choose from available options.

Information displayed in reports is hyperlinked to related information. Click on a link to examine in

more detail. For example, in the System Usage report, each date is linked to a separate page displaying

all calls handled for that date. Similarly, each call ID is linked to a Customer Usage report.

Note: Some pages may require you to maximize your web browser and scroll to see all the

information.

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2.3 Logging In as a Developer

To use the Holly Management System you must first supply a username and password. This is necessary

for security reasons, and ensures that sensitive information about the system statistics remains

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Figure 2 HMS Login page

1. From a web browser, browse to http://<domainname>:2020/.

The Holly Management System Login screen displays.

Note: Browse to https://<domainname>:2021/ for SSL-enabled communication.

2. Enter your username and password and click Login.

The syntax is <username>@<affiliate name>; e.g. developer@companyx.

If the login process fails you are notified of the error and given further chances to retry.

Up to three attempts to login in are permitted. If you fail three times in a row, the account will

become locked and must be enabled by someone with access to the System Users, Service Provider

Users or Affiliate Users page for that account. If the disabled account is the administrator user then the

account needs to be enabled through the database.

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When logged in correctly, the following screen displays:

Figure 3 HMS welcome page

It is recommended to change the initial password after logging in for the first time, refer to Change

Password.

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3. Administration

The Administration menu provides access to the Developer Applications page. Developers can use this

page to modify selected properties of pre-defined applications.

3.1 Developer Applications

Figure 4 Developer Applications

To modify a developer application:

1. Click Developer Applications in the Administration menu.

2. Select a Service Provider from the dropdown list (if not already selected).

3. Select an Affiliate from the dropdown list (if not already selected).

4. Select the appropriate radio button under Available Applications.

5. Change the Description if desired (used in other pages and dropdown boxes to identify the

application).

6. Change the application Name if desired (used in report details where a full description would be to

long).

7. Enter the URL for the application. This will modify the main URL for the application however

failover URLs specified by an Administrator on the Applications page will be left unchanged.

Note: Application URLs may be entered without escaping URL- or XML-reserved characters; such

URLs are stored in a URL-encoded form. If an invalid URL is entered an error message will

occur when trying to load the application.

8. Enter a PIN to set restricted access to the application.

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9. Select Check PIN to enable the use of the PIN.

Note: Enabling PIN checking modifies the first application URL used by the Holly Licenses Manager

so that a PIN checking application is called first, the result of this modification can be seen by

an Administrator on the Applications page.

10. Click Update.

3.1.1 PIN Checking

PIN checking occurs by passing the developer’s URL along with the application PIN to a PIN checking

VoiceXML document which is set in the configuration web page for Developer Applications. This occurs

by changing the first URL within the applications list of URLs, for example:

http://hostname/vxml/sandpit_intro.vxml?url=http://hostname2/test.vxml&ap

plication=1234

Where http://hostname/vxml/sandpit_intro.vxml is the PIN checking URL as set within the

Developer Applications configuration web page, http://hostname2/test.vxml is the developers

VoiceXML application, and 1234 is the application PIN.

The true URL can be seen on the Applications page, if there is more than one URL specified then the

others are left unchanged.

http://hostname2/test.vxml%26ap

http://hostname/vxml/sandpit_intro.vxml

http://hostname2/test.vxml

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4. Reports

4.1 Introduction

The Holly5 platform continually collects important information about the characteristics, performance

and behaviour of every call as it is received and serviced, and stores this information securely in the

Holly database. Each call generates a single Call Detail Record containing more than 70 different

metrics and attributes of the call including important information about the call origins, application

instructions and execution environment; numerous performance metrics including latencies, cpu and

resource usage; and application specific information written to the Call Detail Record by the VoiceXML

application. In addition the Holly5 platform can be configured to collect Call Events which details

each step in the Call execution.

The Holly Management System includes a wide range of pre-packaged and custom reports to allow

business managers, application owners and operations personnel to interrogate and present this

important information in a clear, meaningful and appropriate manner to satisfy their specific

requirements. The many pre-packaged reports are designed to satisfy most user requests and

requirements, and present extensive and clear, graphical and tabular information displays quickly

within a few mouse-clicks. These reports provide comprehensive system trend analysis of the CDR

metrics, and allow side-by-side comparisons of the various different data sets. The reports also enable

users to quickly drill-down to the specific details of each individual call if required.

In addition the HMS includes features to allow users to easily customise these pre-package reports

through the HMS web interface. Using these features, the information and attributes of the reports can

be augmented and modified to suit specific requirements, and the new report configurations saved for

future use.

Finally all report data sets can be exported to the local file system for import into third-party reporting

tools, spreadsheets and databases.

4.2 The Reporting Subsystem

Most reports in the Holly Management System belong to the Reporting Subsystem introduced in version

5.1. Although each report is configured to display related data in specific categories, the layout,

“look-and-feel”, behaviour and functionality of each report is the same, and presented in the same

framework or subsystem. Additionally the factory configuration of each report which determines the

presented data sets and filter criteria, can be modified to suit any specific requirement.

The remainder of this section describes the features and functionality of this Reporting Subsystem.

Note: The reports of the older versions of the Holly Voice Platform are also available and are

described in section 4.7 Additional Reports. Although the functionality of the Reporting

Subsystem largely supersedes these reports they remain very functional and useful.

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4.3 The Main Reports Menu

All Reports are accessed from the main “Reports” menu of the Holly Management System. There are

15 main reports listed below:

• Call Volumes: key statistics and trends on use of system capacity

• Call Information: core data on calls such as start time, duration, ANI, DNIS etc.

• Virtual IVRs: compare behaviours of each Virtual IVR (application, Affiliate or SP)

• Telephony: monitor a range of telephony-related call statistics

• VoiceXML: key statistics on page executions, errors, fail-over, logging, performance

• Error Analysis: more detailed view of VoiceXML error including first-error detail

• Transfers: detailed statistics on transfer types, destinations and success/failure

• Input - ASR & DTMF: detailed stats on input attempts, caller behaviours, responses

• Output – TTS & Prompts: detailed stats on prompt usage, performance, TTS etc.

• Content Fetching: detailed stats on the application web fetching activity

• Logging & Recording: view all the usage of logging and recording resources

• System Resources: view the use of critical shared system resources

• Web Server Performance: detail on the performance of every web/app server

• ASR Logging: get access to speech recognition logs for Nuance ASR engines

• Port Usage : show trends relating to the number of concurrent calls serviced by the system

Figure 5 The main Reports menu

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4.4 The Report Layout

Each report is presented with the same screen layout and functionality with standard buttons, three

presentation types and a configuration page as shown and described below.

Figure 6 The tabs and buttons of the standard report layout (showing the “Call Report” tab of the

“Call Volumes” report.)

4.4.1 Call Report Tab

The Call Report tab shows a tabular presentation of all calls which are included in the base data set

for the report, with summaries and totals for each of the metrics in the report.

The sort order of the table can be modified by clicking one of the column headers.

By default the first column of the Call Report Tab is the call identifier which is also a hyperlink to the

Call Detail Report described in section 4.5 Call Details Display.

The summary totals at the bottom of the page are for the whole report (not just the displayed

records). The number of records displayed may be changed in the Configure Reports Tab described in

section 4.4.4 The Configure Reports Tab. Applying Filtering and Modifying the Reports.

The [Export Data] button creates a CSV version of the table for import to Excel and other programs.

The [Refresh] button re-executes the report with the current settings.

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Figure 7 The Call Report Tab display

Note: The “ASR Logging” and “Port Usage” reports are not based on a data set derived from calls to

the system, but rather from the number of ASR logs and the number of “ports” (ie concurrent

calls) recorded respectively. For this reason, for these reports the Call Report Tab is replaced

with a tab to show the appropriate base data set for each report.

4.4.2 The Trending Report Tab

The Trending Report Tab is included to allow the report metrics to be graphed showing growth trends

over time, and each report contains several tabs to graph each of the various data items in the report.

Related attributes are graphed together and distinguished by different colours. For example the

VoiceXML Errors Trend graph includes data for critical, severe and warning type errors as well as total

errors.

The sample time periods for the graphs can be defined by year, month, day, hour or minute. The

period can be changed by the drop-down list. The [Refresh] button must be pressed to re-execute the

graph with the new period.

The graph is drawn as either a line diagram or a block diagram depending on the number of data

points.

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The data set is shown in tabular form below the graph.

The [Export Data] button creates a CSV version of the data table for import to Excel and other

programs.

Figure 8 The Trend Report Tab display 4.4.3 The Comparison Report Tab

The Comparison Report Tab is included to allow the report metrics to be compared across various

groupings. These groupings are:

• Service Provider/Affiliate/Application

• Hang Up Party – The party which terminated the call.

• Call Outcome – which is a VoiceXML application filled value indicating success of fail.

• Web Server Host – the host which served the VoiceXML documents.

• Call Description 1 - which is a VoiceXML application filled value. The VoiceXML application

developer can write any string to this field to enable application specific reporting. For

example it may hold a specific caller property (type, nationality, gender etc) which can then

be used in these comparison reports. Please refer to the Holly VoiceXML Application

Developers Guide for more information.

• Call Description 2 – As above. A second VoiceXML application filled value which may be used

• Call Host Name – the client host which fetched the VoiceXML documents.

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The grouping defaults to “Application” but can be changed using the drop-down list. The [Refresh]

button must be pressed to re-execute the graph with the new grouping.

Each comparison report contains several tabs to show each data item. As with the Trend Report,

related attributes are graphed together and distinguished by different colours.

The data set is shown in tabular form below the graph.

The [Export Data] button creates a CSV version of the table for import to Excel and other programs.

Figure 9 The Comparison Report Tab display

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4.4.4 The Configure Reports Tab. Applying Filtering and Modifying the Reports.

The Configure Reports tab includes powerful features to allow users to modify both the search/filter

criteria of each report and the displayed data set. Using these features users can customise the

reports to suit specific requirements and save the new report configuration for future use.

The [Run Report] button re-executes the report after a configuration change.

The [Save as New Report Button] prompts for a report name and saves the report to a user specific

repository. These reports can be accessed from the My Reports option in the main Reports menu.

The [Reset] button sets all configurations back to the factory defaults for that report.

Search Criteria.

The Configure Reports tab allows users to change the default search criteria for the report.

Note: As with all HMS pages, the reports are always filtered by the Service

Provider/Affiliate/Application combination displayed in the top right of the HMS dashboard.

The Range: drop down boxes allow users to quickly change the date range for the report. By default

all reports show data from the last 7 days. The Range: drop down lists allow this operator on this

range to be change (“from”, “between”, “current” and “last”), followed by a second drop down box

with time periods ranging from 60 minutes to 28 days. More complex date searching can be

implemented by defining conditions based on the “Start Time” or “End Time” attributes using the

Search Box described below.

The Search: Box allows users to add and remove any available attribute to the filter criteria of the

report. Attributes can be added by selecting from the drop down box and clicking the [+] button to

add to the filter criteria.

A second drop down box presents a selection of relevant operators for the data type of the attribute,

and entry field is provided to enter the input value. For enumerated types a drop down box of the

options is presented and date/time attributes are presented with a calendar to facilitate the entry of

input values. Attributes which have no operators and input values are not included in the search.

The current filter definition is displayed in the Search Box header.

Attributes can be removed by clicking the [-] button, and the default attributes for the report can be

reset using the [Reset] button. The modified report can be run (using the [Run Report] button)

and/or saved (using the [Save as New Report Button] button).

Displayed Data.

The Show: box allows users to change the attributes shown in the reports. Using the [+] and [-]

buttons as described above, attributes and be included or removed from the report. Because the

reports present grouped summary information, a grouping summary function must be selected for each

attribute. The drop-down box next to the attribute presents appropriate summarising options for the

attribute data type.

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Rows per Page

A drop-down box at the bottom of the “Configure Reports display allows the number of records

included in the tabular displays to be configured. This value defaults to 20 but may be increased up to

1000 rows.

Figure 10 The Configure Reports Tab display

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4.5 Call Details Display

The Call Details is a separate report showing all detailed information about a single call. It can be

accessed from the Call ID hyperlinks in the Call Report Tab of each report (described in section 4.4 The

Report Layout above) or by using the Find Call option on the main report menu, which allows a single

call to be retrieved based on the Holly allocated Call ID or SIP ID values.

The Call Details display has header information including the Call Id, an object to play the call

recording (if it has been collected), the Start Time of the call and the owning application. The header

also includes the [Show Latest Call] button which will display the last know call for the application,

and a [Export Call Events] button which will export all information about the call into a comma

separated format.

Note: The Export Call Events information and format is particularly valuable and should be

included in any fault raised to Holly Operations.

Below the header information are four tabs described below.

The Events Tab shows all collected events for the call. Events show the granular detail of the

progress of the call and are typically used for fault finding and debugging.

Note: Events are only collected if the application parameters have been set to collect this

information.

Event Types can be filtered using the Search: field which will return records with an occurrence of the

input string in either the Event Type or parameter field.

Each displayed Event Type is a hyperlink which when selected will display all information for all Events

of that type in this call.

Each Event Type has an associated [-] button which expands the parameter list to show all parameters

for the event.

The Document Dump Event parameter is a URL to display the actual executed VoiceXML document in a

marked-up report. This display also allows the document to be downloaded to the file system.

The Call Information Tab shows general and commonly queried attributes of the Call.

The Input and Output Tab shows attributes related to call input, prompt playing and various system

responsiveness metrics with regard to processing caller input.

The Performance and Resource Tab shows attributes related to system and application performance

including metrics concerning information logging in the database, access to speech resources, cpu

usage and fetch performance.

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Figure 11 The Call Details report showing the Events tab

Figure 12 The Call Details report showing the Performance and Resources tab

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4.6 My Reports

My Reports is the new page for managing custom reports and is available from the main Reports menu.

This option displays a listing of all saved report configurations for the report owner (Adminstrator,

Service Provider or Affiliate), with the option to edit (using the hyperlink of the report name), delete

(using the [-] button) or create a new report (using the [New Report] button.)

The [New Report] button will create a default report with a single Call Id presentation attribute and

the default search criterion of the last 7 days. This report can be changed using the “Configure

Reports” tab in as described in section 4.4.4 The Configure Reports Tab. Applying Filtering and

Modifying the Reports.

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4.7 Additional Reports

The Holly Management System contains several reports which were available in earlier versions of the

Holly Voice Platform are included not only for backward compatibility but also because they remain

useful and very functional. These reports are described in this section.

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4.7.1 The System Usage Report

The System Usage report provides daily call statistics in both graphical and tabular formats. This report

shows the call activity of the whole system over time including:

• the total number of calls

• the number of distinct callers

• the average duration of calls

• the total number of call minutes

• the call volumes, showing high water usage of the system ports (i.e. the number of simultaneous

calls across the system).

The System Usage graphs this information, to clearly show trends in system usage and customer

behavior, and also presents a daily breakdown in tabular form. The Date column of the daily

breakdown table contains a hyperlink which displays all the calls for that day in the Customer Usage

report.

Figure 13 System Usage report

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The report period can be changed in the From and To fields.

The Show checkbox must be selected to see a graphical representation of the call data, followed by

the [Display Usage] button.

The Fit to Data checkbox will modify the display to removed areas with no data

Either a line or a bar graph will display depending on the time interval displayed.

The Date column is a hyperlink to the Customer Usage report showing all calls made to the system on

that date.

4.7.2 Customer Usage

The Customer Usage report displays a list of calls matching a given search criteria that fall within a

specified usage period. This report is used to examine an individual call made to the system, perhaps

to determine its origin or the caller’s identity for customer support purposes.

Calls may be filtered by any of the call attributes including:

• Call ID

• Application Name

• Duration

• CLID (the “a” party or caller’s phone number – Calling Line ID)

• DNIS (the “b” party or host’s phone number – Dialed Number Information Service)

• CLID P/R (whether full CLID is Present or Restricted or if the P/R status of the CLID is Unknown)

• Clear CLID

• Event ID

• Parameter.

The report presents the call’s details in tabular format. The column values for Service Provider,

Affiliate, Application, CLID, DNIS, CLIDP/R and Clear CLID are also hyperlinks which will display a

Customer Usage report restricted by the selected column value. For example, clicking on a CLID will

restrict the report to show only calls made from that particular phone for the defined period.

The Call ID value is also a hyperlink, which will display the Event Details of that call in the Customer

Usage call events report.

Customer Usage reports may be used to monitor user behavior and generate billing information.

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Figure 14 Customer Usage report

4.7.3 Search Options

Wildcard search

Wildcards are symbols that replace a single character or range of characters in a search string to assist

in searching for either a wider range or specific range of call data. For instance, to search for all DNIS

that begin with 555 enter “555%” into the DNIS field, to search for calls with a Param ID of

result=success enter “%success”.

NOT

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A number of fields permit exclusion of search criteria by selecting the associated Not checkbox. For

instance entering a DNIS of “5558207” will not return any calls matching this value.

Total number of calls

By default the total number of calls and the number of pages of results is not shown as this calculation

results in slower performance for large date ranges when executing reports. If required, selecting the

Calculate Total Number of Calls Returned checkbox will ensure these values are calculated.

CSV files

The output of a search on the Customer Usage page can be saved to CSV (an Excel-compatible file

format) by clicking the [CSV File] button.

4.7.4 Call Events

Each call made in the Holly system is logged as a sequence of call events, the Customer Usage call

events report shows the event path the customer has taken through each dialog on a call. To view a

list of events and a description of each event refer to the LOG_EVENTS table in the Holly Voice

Platform Reference Manual.

Clicking on a hyperlink in the Call ID column of the Customer Usage report displays the Customer

Usage Call Events report and allows a user to reproduce the call.

Note: Events are not logged by default. The logging of an event can be configured by an

administrator.

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Figure 15 Customer Usage call events

The Call Utterance displayed above the Call Log table (if Call Utterance logging is turned on) contains

the sound file for the entire call, including both application and caller utterances.

The time at which each Event occurred is listed in the Event Time column of the table, Parameter

values associated to each event are listed in the Param ID column of the table.

To display only a given type of call Event, click on any Event ID value in the table. Only call events

matching the selected Event will be displayed.

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The call logs can also be searched using the Event Search fields Event ID and Parameter fields located

above the table. Queries can be entered using % as a wildcard.

In the Utterance column of the table are the wav files for each caller utterance logged during the call.

The utterances listed against each event are the utterances spoken by the user after hearing the

corresponding dialog prompt. In some cases there will be more than one utterance per event – if Holly

doesn’t understand the utterance the user is re-asked the same question.

If Document dumping is turned on, links are provided to URLs in the Param ID column.

Clicking the URL shown in the Param ID field will display the VoiceXML document web page. This page

shows the application URL for the document, the VoiceXML code, and any invalid VoiceXML code.

The Received Document URL shows the URL that was used to fetch the individual VoiceXML document,

selecting from this drop down menu lets you choose from all available VoiceXML document dumps

within the call without having to go back to the Log Events page.

Figure 16 HMS Customer Usage: Display URL

In some HMS setups the ASR logs can also be viewed from the Customer Usage report. If multiple ASR

engines and hosts were used during the call you can choose to view logs for a selected ASR engine on a

particular host.

4.7.5 ASR Logging

The ASR Logging page provides access to daily ASR log data for use in debugging or tuning the ASR

engine. To simplify searching for desired ASR daily log data it is possible to restrict which ASR entries

are listed by searching on date range, Host machine, application name (as set in Applications page or

the Developer Applications page) and by a particular ASR engine.

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This page permits download of a compressed file containing log data in a form determined by the

particular ASR engine provider. The data can then be used with the development tools supplied by the

ASR engine provider.

Daily ASR logs are only present for applications which have the application parameter sr.asrlogmode

set to a value containing daily, for example “daily” or “daily,call”.

The following parameter must be set under Holly Configuration for ASR Logging to be available.

Administrators should refer to Operations Guide for details on configuration parameters.

Component

Parameter

Value

Web Page – Customer Usage

showasrlogselection

Set this value to “true” to enable viewing of ASR call log

information.

Figure 17 ASR Daily Logs page

4.7.6 Metrics

The Metrics report page displays call metrics such as call duration, total CPU, CPU Percentage, number

of recognition events, number of TTS events, TTS duration, TTS density, number of bytes logged, and

number of log events. These metrics can be grouped on different levels, that is, for a given Service

Provider, Affiliate, Application or for each individual call. The call metrics can be displayed in both

tabular and graphical formats.

Call duration for the metrics report is calculated in microseconds and rounded to milliseconds,

therefore the value is close to (but not necessarily exactly the same as) the call duration value

displayed in Customer Usage report.

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Figure 18 Metrics report

The display of call data can be restricted according to whether a given call metric is Greater Than or

Less Than a specified value. For example to view metrics for calls with a minimum call duration of 20s,

type 20 into the Call Duration field, select Greater Than and click Display Usage.

To change the grouping of metric data, choose from Select Metric Type.

To see a graphical representation of the metrics data, select the Show checkbox.

The Fit to Data checkbox will modify the display to removed areas with no data..

The drop down menu below the graph enables the specific metric to be chosen: Call Duration, Total

CPU, CPU Percentage, # Of Recognition Events, # of TTS Events, TTS Duration, TTS Density, Bytes

Logged and # of Log Events.

Each graph is only generated as needed and it may take time for a graph to be calculated the first time

it is displayed.

4.7.7 Fetch Latencies

The Fetch Latencies report page displays latency metrics for the fetching of VoiceXML documents,

audio files, grammars and other objects. These metrics include:

• Number Of Fetches

• Percent Not Cached

• Average Duration

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• Maximum Duration

• Total Number of Bytes

• Average Number of Bytes

• Number of Fetch Errors

• Fetch Type.

These fetch latencies can be grouped on different levels, that is, for a given Service Provider, Affiliate,

Application, Host or for each individual call. The call fetch latencies can be displayed in both tabular

and graphical formats.

Figure 19 Fetch Latencies

The display of call data can be restricted according to whether a given value is Greater Than or Less

Than a specified value. For example to view only the fetch latencies for calls with a maximum duration

greater than 2 seconds, enter 2 into the Max. Duration field and select Greater Than in the drop down

menu.

Select Fetch Latency Type drop down box changes the Latency grouping.

The Fetch Latencies report displays for the date range and criteria selected ordered by CPU.

The drop down menu below the graph allows the metric to be changed. Options are # of Fetches, %

Not Cached, Avg. Duration, Max. Duration, Total # of Bytes, Avg. # of Bytes, # Of Fetch Errors, and

Fetch Type.


it is displayed.

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4.7.8 Response Latencies

The Response Latencies report page displays response latencies, such as Response Events, Average

Latency and Maximum Latency. These response latencies can be displayed on different levels, that is,

for a given Service Provider, Affiliate, Application or for each individual call. The call response

latencies can be displayed in both tabular and graphical formats.

Figure 20 Response Latencies

The display of call data can be restricted according to whether a given value is Greater Than or Less

Than a specified value.

The Select Response Latencies Type drop down box allows to grouping to be changed.

The drop down menu below the graph enables the metric to be changed. Options are Number of

Response Events, Average Latency and Max. Latency.


it is displayed.

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5. Configuration

Under the Configuration menu is the option to change your password.

5.1 Change Password

Figure 22 Change Password page

1. Click Change Password in the navigation menu.

2. Enter your old password and then your new password twice for verification. Note that all passwords

will be stored in the database, so avoid entering sensitive information such as existing system

passwords.

3. Click Change.

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A. Appendix: LOG_EVENTS table

The Holly Voice Platform inserts records into the LOG_EVENTS table during a call. These records

represent significant events which may be reported on for various reasons.

The LOG_EVENTS table includes the attribute EVENTID which contains the type of Event and the

attribute PARAM the value of which will vary dependant on the EVENT. The following table lists the

EVENTID and PARAM for all Events which may be logged and reported on via the Holly Report Generator.

Table structure

EVENTID

PARAM

Description

Answer

result=%s

Indicates the call has been answered or not. The

parameter “result” may be success or failure.

ASR Session

asrengine=%S| sessionid=%S|

address=<host:port>|

server=<server>|

endpoint=<address>

Logs the ASR session event. The endpoint address of the

recognizer is also included.

Call end

cpu=%.3f| normalcpu=%.3f|

callduration=%.3f| reccount=%d|

ttscount=%d| ttsduration=%.3f|

logcount=%d| logbytes=%d

Summary call statistics recorded irrespective of the

level of logging.

Call start

ANI=%s| DNIS=%s| VURL=%s|

follow on,reason=%s

At the start of a call logs the Caller Line Identifier,

DNIS, and the initial applications document identifier.

Disconnect

List of variables and

corresponding values specified

with VXML attribute ‘namelist’.

Records a hang-up event.

Document dump

<a reference to the VoiceXML

document>

Logs the whole VoiceXML document as it is fetched.

Document

transition

uri=%s| cpu=%.3f|

normalcpu=%.3f

Written when document scope changes.

Enrolment start

attempts=%d| minattempts=%d|

maxattempts=%d| timeout=.3f

Start of voice enrolment.

Enrolment end

Result=(success| |repeat| |no

input| |no match| |disconnect|

|error)

End of voice enrolment.

Error Critical

error=%d| msg=%s

Logged when a critical error occurs.

Error Severe

error=%d| msg=%s

Logged when a severe error occurs.

Error Warning

error=%d| msg=%s

Logged when a warning error occurs.

Exit

result=%s

Logs exit event

Fetch

uri=%s| fetchtype=(VXML|

|audio| |grammar| |other)|

incache=(true| |false)|

latency=%.3f| documentsize=%d|

outcome=(success| |no response|

|error| |timeout)|

failover=(true| |false)|

Logged for each document fetch. When external scripts

are fetched they are logged with a fetch type of 'vxml'.

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EVENTID

PARAM

Description

localport=%s| hostname=%s

Grammar

activation

URI=%s

Fetch and/or activation of a new grammar.

Grammar

deactivation

URI=%s

Logged when a grammar is deactivated.

License

mode=(acquire| |resolve)|

key=nnn| outcome=(success|

|maximum licence number

reached or exceeded| |license

key not found| |socket error|

|message encode error|

|message decode error|

|application not found| |affiliate

not found| |service provider not

found| |licences do not

reconcile| |licence manager not

seeded| |connect failure)|

service=<service provider

ID>:<affiliate ID>:<application ID>

The first event for a session, preceding the “call start”

event representing the license lookup. Values are:

mode=acquire or resolve.

The value 'acquire' means that this license is being

requested for the duration of the call; this is the license

that authorizes all sessions within the call. The value

'resolve' means that this license is being requested

solely to obtain application data for a new session -- the

Holly License Manager will not increase the license

allocation for the application.

key=The key for the license lookup.

outcome= outcome of the request

If the key lookup is successful, a fourth field will be

present:

service=<service provider ID>:<affiliate ID>:<application

ID>

Note: by default this event is not included in the Holly

Voice Browser callevents parameter which determines

which events are logged.

Log Element

EVNT=<event id>| Label=<label in

log tab>| expr=<expression in log

tag>| content=<user defined

parameter

Logged as a result of a <LOG> tag included in the

VoiceXML document. . The VoiceXML log tag format

includes the attributes label and expr in addition to the

log tag content. The format and contents of the PARAM

field are under the control of the application builder.

The VoiceXML log tag format includes the attributes

label and expr.

Note: The browser treats <log> content differently if it

is of the form 'EVNT=<txt>|...'. This content will be

logged to the ASR engine with the event name <txt> and

content all the text after the '|'. If <txt> begins with

'SWI' or 'calllog:?' the event will NOT be logged to HMS;

otherwise the event will also be logged to HMS with the

event name <txt>.

This format is supported by the

SpeechWorks/ScanSoft/Nuance OSDM (OpenSpeech

DialogModule) products which log a lot of useful dialog

state information with events that start with

EVNT=SWI. This information can then by used by the

OpenSpeech Insight reporting tool to do some powerful

ASR analysis.

Placecall start

remote=<SIP URI>| local=<app

number>

Logs the SIP URI and application number.

Placecall end

result=(no reason supplied| |user

disconnect| |silent| |maximum

Logs the result of the outbound call.

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EVENTID

PARAM

Description

duration| |special information

tones| |fax| |busy| |cti| |no

answer| |error| |bad

destination| |bad format|

|answering machine)

Prompt (external)

type=external| URI=%s

Logged when an external prompt is played. URI is the uri

of the audio file

Prompt (SSML)

type=SSML| content=%s

Logged when a TTS prompt is played. Content is the

TTS string.

Prompt

(disconnect )

status=disconnect

Logged when the Holly Voice Gateway attempts to play

a prompt but the call has already disconnected. This is

common in normal operation for most applications.

Recognition start

inputmodes=(dtmf| |voice|

|dtmf,voice)| threshold=%d|

timeout=%.3f|

bargeintype=(speech| |hotword)

Start of recognition. This event contains information

such as inputmodes, timeout, threshold and bargein

type.

Recognition end

(fail)

result=(no input| |disconnect|

|no match| |error)|

bargein=(true| |false)|

inputmode=unknown|

dtmfinput=%s

End of recognition when the recognition fails. The

PARAM value indicates the failure reason. Failed DTMF

input (if applicable) is also logged.

Recognition end

(success)

result=success| utterance=%s|

confidence=%d| bargein=(true|

|false)| inputmode=(dtmf|

|speech)| utterance=%s|

confidence=%d

End of a successful recognition.

Recording start

maxtime=%.3f| dtmfterm=(true|

|false)| type=%5

Start of voice recording.

Recording end

(fail)

result=(maxtime exceeded||no

input||disconnect||max speech

timeout||error)

End of voice recording when the recording has failed.

The PARAM value indicates the failure reason.

Recording end

(success)

result=success| duration=%d

End of a voice recording when successful.

SIP session

callid=<SIP called>| remote-

rtp=%s| local-rtp=%s

System response

latency=%.3f

Logged whenever a recognition event occurs, in seconds

to millisecond resolution.

Transfer start

mode=(network| |blind| |bridge|

|conditional)| {URI=%s|

|destination=%s}

Start of a call transfer. Given either the URI or the

destination.

Transfer end(fail)

result=(bad destination|

|disconnect| |error| |remote

busy| |timeout| |network busy|

|maxtime exceeded)

End of a call transfer. PARAM value indicates the failure

reason.

Transfer

end(success)

result=success| duration=%.3f

End of a call transfer when successful. Duration is only

present for a successful bridge-transfer, value in

seconds to millisecond resolution.

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EVENTID

PARAM

Description

VXML Element

event=%s

or event=%s| message=%s

Logs events thrown by VXML application

*** End of Document ***

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