Streem System Administrator Guide

Transcript

Streem System Administrator Guide ©2009 by Cleo Communications. All Rights Reserved. No part of this manual may not be reproduced, transmitted, transcribed, or stored in a retrieval system in any form or by any means without the written permission of Streem Communications. Streem is a registered trademark of Cleo Communications. Streem Center is a trademark of Cleo Communications. Windows NT is a registered trademark of Microsoft Corporation. Other brand names and product names are trademarks or registered trademarks of their respective owners. 4201 Galleria Drive Rockford, IL 61111 Voice: (800) 325-7732 Fax: (888) 724-1021 SYSTEM ADMINISTRATOR GUIDE ................................................................................ 1 1. EXPLORING STREEM CENTER ......................................................................... 1 About This Guide ................................................................................................ 1 System Overview................................................................................................. 1 Workflow Monitor ................................................................................................ 1 The Port List ........................................................................................................ 1 The Outbound Fax Queue .................................................................................. 1 Log Files............................................................................................................... 1 Event Monitor ...................................................................................................... 1 Event Responses ................................................................................................ 2 Master Configuration Tool.................................................................................. 2 2. STARTING/STOPPING STREEM ........................................................................ 1 User Mode ............................................................................................................ 1 Service Mode ....................................................................................................... 2 3. WORKFLOW MONITOR WINDOW ...................................................................... 4 More About Workflows .......................................................................................... 4 FUNCTIONS OF THE WORKFLOW MONITOR ............................................................... 5 MENU BAR .............................................................................................................. 6 TOOLBAR ................................................................................................................ 7 WORKFLOW LIST ..................................................................................................... 7 Traffic Lights .......................................................................................................... 8 Enabling Workflows ............................................................................................... 8 Disabling Workflows .............................................................................................. 8 Resetting Workflow Instances ............................................................................... 9 VIEWING THE PORT LIST .......................................................................................... 9 The High Detail View ............................................................................................. 9 The Low Detail View............................................................................................ 10 Enabling a Port .................................................................................................... 11 Disabling a Port ................................................................................................... 12 Resetting a Port................................................................................................... 12 VIEWING THE FAX QUEUE ...................................................................................... 12 Fax Queue Status Symbols................................................................................. 13 Job Properties ..................................................................................................... 13 Destination Properties ......................................................................................... 16 Placing a Job or Destination On-Hold ................................................................. 19 Releasing A Job or Destination From Hold ......................................................... 19 Canceling a Job or Destination ........................................................................... 20 RELEASE CONTROL............................................................................................... 20 How Release Control Works ............................................................................... 20 How to Release Control ...................................................................................... 20 4. MASTER CONFIGURATION .............................................................................. 22 ACCESSING MASTER CONFIGURATION ................................................................... 22 SETTING UP PORT GROUPS ................................................................................... 23 Create a Port Group ............................................................................................ 24 Add and Define a Port to a Port Group ............................................................... 24 Specify Port Group Settings ................................................................................ 25 Managing Port Groups and Ports ........................................................................ 27 PROCESSING INCOMING CALLS .............................................................................. 28 Set Incoming Call Information ............................................................................. 28 Create Called Number Translation Table ............................................................ 31 Set Incoming Call Workflows............................................................................... 33 Workflow Assignment Table Management .......................................................... 34 PROCESSING OUTBOUND CALLS............................................................................ 34 How Streem Center Places Outbound Calls ....................................................... 35 Number Normalization Table............................................................................... 35 Outbound Port Group Handling ........................................................................... 40 Dialing Information .............................................................................................. 43 SETTING GLOBAL OPTIONS.................................................................................... 46 Fax Retries .......................................................................................................... 46 Blocked Numbers ................................................................................................ 48 Fax Options ......................................................................................................... 50 5. EVENTS AND RESPONSES .............................................................................. 53 Event Types ........................................................................................................ 53 Event Subtypes ................................................................................................... 54 Event Responses ................................................................................................ 55 Setting up Event Responses ............................................................................... 57 Assigning an Event Type and Sub-Type ............................................................. 57 Specifying the Response Action.......................................................................... 58 6. REPORTS ........................................................................................................... 60 Standard Reports ................................................................................................ 60 Running Reports ................................................................................................. 60 Report Descriptions ............................................................................................. 60 7. COVER PAGE TEMPLATES.............................................................................. 64 COVER PAGE TEMPLATES ..................................................................................... 64 Creating a Cover Page Template ........................................................................ 65 Custom Cover Page Design Hints....................................................................... 66 8. LOGS .................................................................................................................. 68 LOG FILES ............................................................................................................ 68 The Workflow Log ............................................................................................... 68 LOG FILE BLOCK STATISTICS ................................................................................. 69 The Fax Log ........................................................................................................ 76 Job Properties ..................................................................................................... 77 Destination Properties ......................................................................................... 77 9. EMAIL INTEGRATION ....................................................................................... 79 Features .............................................................................................................. 79 Overview ............................................................................................................. 79 MICROSOFT EXCHANGE ........................................................................................ 81 CLIENT PROCEDURES - MICROSOFT EXCHANGE 2000/2003 ................................... 81 Sending Faxes .................................................................................................... 84 Fax Mail Delivery Confirmation ........................................................................... 85 Reading Faxes .................................................................................................... 85 Remote Fax Retrieval with Fax Mail .................................................................... 86 ADMINISTRATIVE PROCEDURES - LOTUS NOTES ..................................................... 86 Lotus Notes Administration for Streem Center .................................................... 86 CLIENT PROCEDURES - LOTUS NOTES ................................................................... 89 Sending Faxes .................................................................................................... 89 Fax Mail Delivery Confirmation ........................................................................... 90 Reading Faxes .................................................................................................... 90 Remote Fax Retrieval with Fax Mail .................................................................... 90 CLIENT PROCEDURES – SMTP CONNECTOR.......................................................... 91 EMAIL INTEGRATION ............................................................................................ 105 Outbound Faxing ............................................................................................... 105 Inbound Fax Delivery ........................................................................................ 106 ADMINISTRATIVE PROCEDURES - LOTUS CC:MAIL ................................................. 106 Adding a New Fax Client ................................................................................... 106 CLIENT PROCEDURES - LOTUS CC:MAIL ............................................................... 107 Sending Faxes .................................................................................................. 107 Attaching a Document To Be Faxed ................................................................. 108 Receiving Faxes ................................................................................................ 108 Remote Fax Retrieval with Fax Mail .................................................................. 108 10. CALL PROGRESS MONITORING ................................................................... 110 11. ADDING M20 OR HP PRINTER ....................................................................... 111 To Send a Fax from a Xerox M20i: ................................................................... 120 12. NUMBER NORMALIZATION ........................................................................... 121 How To Normalize Phone Numbers .................................................................. 121 Tips for Normalizing International Phone Numbers ........................................... 122 Number Normalization Table............................................................................. 123 Called Number Translation Table...................................................................... 123 Calling Number Translation Table ..................................................................... 124 How to Dial a Phone Number ............................................................................ 124 13. DOCUMENT RENDERING ............................................................................... 126 A Further Note on MS Word Documents........................................................... 126 14. USAGE OF PARAMETERS ............................................................................. 128 1. Exploring Streem Center 1. Exploring Streem Center Streem Center is a Microsoft Windows 2003-based system that provides a complete range of advanced voice/fax capabilities—including fax/email integration, network faxing, fax broadcast and fax on demand—from one platform. System monitoring and operation are handled centrally, from anywhere on the network, using Streem Center's Windows graphical interface. Fax/Email Integration • Direct integration with Microsoft Exchange, Lotus Notes, GroupWise and any SMTP compliant email system. • Inbound routing, voice mail notification when fax is received, remote retrieval of faxes, and email to any fax machine in the world. Fax Broadcast • Mass mailing by fax, either same document to multiple destinations or different documents to different destinations. • Intelligent retries. • Automatic scheduling. About This Guide This guide gives you an overview of Streem Center’s main features and serves as a starting point for performing most of the jobs you will need to do as Streem Center System Manager. Welcome to Streem Center. We are pleased to have this opportunity to be a part of the success of your business! 1 1. Exploring Streem Center System Overview Streem Center is designed as a series of tools and monitors that perform a distinct function, yet contributes to the smooth operation of the system as a whole. This section describes the Streem Center tools and monitors and their main functions and features. Workflow Monitor The Workflow Monitor is Streem Center’s command central. This module lets you see at a glance the status of all Streem Center workflows—enabled and disabled, active and inactive. As each workflow becomes active, it spawns a copy, or instance, of itself. A flowchartstyle graphic of each workflow instance lets you follow the progress of the job; as Streem Center carries out each item, or workflow task, it is highlighted. From the Workflow Monitor, you can review the structure of each workflow and, if necessary, modify its behavior, enable or disable it, and reset (that is, restart) its instances. The Port List The Workflow Monitor gives you direct access to the Port List. Ports are the communication channels between Streem Center and the telephone network. A port represents one phone line or number. Ports receive incoming voice and fax calls and transmit voice and fax messages out. The list shows when a particular workflow has reserved a port for its own use, and the progress of the workflow as it uses the port to do its job. The Port List also serves as a control point for enabling, disabling, and resetting ports. The Outbound Fax Queue The Workflow Monitor lets you view a list of every fax that is queued for delivery. The Outbound Fax Queue gives you the ability to place jobs or individual faxes on hold (or to release them from hold) and to cancel jobs and faxes. You can also see the complete details about each fax (called its properties) from the Outbound Fax Queue. Log Files A Workflow Log and a Fax Log provide records of all workflow activity and fax transactions. The information in these logs can be used to prepare reports using Microsoft Access. The data is also useful for resolving questions about system operation and the disposition of fax transmissions. Event Monitor The Event Monitor reports on the health of active workflows. Four general kinds of events can be reported to the Event Monitor by a workflow instance: Fatal, Severe, Warning, and Debug. You define the circumstances that give rise to any of these kinds of events with respect to a particular workflow. In addition Lost Heartbeat events may be used to provide positive reporting on the function of a workflow. A Lost Heartbeat event is reported if the workflow fails to check in at the expected time. 1 1. Exploring Streem Center Event Responses Based on event information gathered from the workflows by the Event Monitor, you can direct Streem Center to automatically take specific action, called a response, whenever problems, potential problems, or other kinds of operational states arise. For instance, if a workflow reports a Fatal error condition to the Event Monitor, a message can be displayed at the System Manager's PC advising of the situation; an audible signal can also be played. If the error condition occurs after hours, the response can include an automatic phone call to the manager's pager. A Lost Heartbeat can trigger Streem Center to restart the workflow or to run another workflow that performs diagnostic testing. Master Configuration Tool Each Streem Center system is different. Each has its own unique computer, telephony, and software environment. Master Configuration is where you specify the environment for your system and update the system configuration when the environment changes. For example, Master Configuration controls inbound and outbound calling, how phone numbers are interpreted based on your PBX or other switching system, and general fax specifications like retries handling and call progress monitoring. The Master Configuration Module also lets you define the connectivity features that allow Streem Center systems to interface with one another for efficient and economical routing of traffic. 2 2. Starting/Stopping Streem 2. Starting/Stopping Streem Streem Center Runs in one of two modes, User mode and Service Mode. User Mode When Streem Center is installed to run in interactive mode, you must log into the server using the Streem Center user account and launch the application manually. You must remain logged into the server for Streem Center to continue to operate. You must shut down Streem Center if you wish to logoff of the server and the application will end. Additionally, you cannot close either the Workflow Monitor or Event Viewer windows while the system is operating. To start Streem Center while in interactive mode, double-click the Start/Stop icon . When you start Streem Center, you will see activity on your screen as various modules are automatically initialized. The Start/Stop icon will appear in the task bar at the bottom of your display screen. To stop Streem Center, Right-click the Start/Stop icon on the task bar: A menu offers the following options: • Start- Starts Streem Center and is available only after you have stopped Streem Center. • Stop Slowly - Halts Streem Center in a graceful fashion. Any calls currently going out, and any calls coming in, are allowed to complete normally before the ports are disabled. Once incoming and outgoing calls finish, the Streem Center Workflow Monitor, Event Monitor, and other tasks are ended. As prompts appear, click Yes to confirm that you want to shut down Streem Center. Stop Slowly is the normal and preferred way to stop Streem Center. • Stop Quickly - Halts all Streem Center activity immediately. Ports are instantaneously reset and disabled. Any calls going out, and any calls coming in are aborted. The Streem Center Workflow Monitor, Event Monitor and other tasks are then ended. As prompts appear, click Yes to confirm that you want to 1 2. Starting/Stopping Streem end Streem Center tasks. Stop Quickly should only be used in emergency situations. • Exit Start/Stop - Stops Streem Center in the same manner as Stop Slowly, and also removes the Start/Stop icon from the taskbar. To restart Streem Center, double click on the desktop icon. Service Mode When Streem Center is installed to run in Service Mode, the system services will start automatically at boot time without the need to login. If you wish to view the activity of the system, you can log into the server and open the Workflow Monitor or Event Viewer. You may log off of the server and the application will continue to operate normally. While running Streem Center in Service Mode, if you wish to view the interface, doubleclick the Workflow Monitor or Event Viewer icons on the desktop. You may close these windows at any time. To Stop Streem Center while running in Service mode, Right Click the Streem Center Service from the Windows Services applet and choose “Stop” To Start Streem Center, Right Click on the Streem Center Service and choose “Start” Now you are ready to use Streem Center. What you do next depends on whether this is the very first time you are working with the system, or whether your system is set up and running and you are starting a new session. If This Is Your First Time with a New System First, go to Chapter 2, The Workflow Monitor Window. Once you are familiar with the Workflow Monitor window, you'll need to configure your system to work in your special environment. This is covered in Chapter 3, Master Configuration. 2 2. Starting/Stopping Streem If You Are Starting a New Session If you've already set up your Streem Center system and are starting a new session, you should begin with Chapter 2, The Workflow Monitor Window. From there you can access any of the main Streem Center activities. 3 3. Workflow Monitor Window 3. Workflow Monitor Window Streem Center manages voice and fax communications from the perspective of an information workflow, and improves the way fax information is generated, distributed, received, stored, and archived in the corporate environment. A workflow is a logical step process for creating fax communication jobs. This process takes over many of the tasks you formerly had to do manually, by integrating several steps into a single workflow. Workflows can schedule and initiate fax broadcasts, control fax on demand applications, gather information from and place information into databases, prepare and deliver reports, and interact with external programs. Streem Center allows you to custom design and maintain workflows for your unique needs. It also includes a collection of ready-to-use workflows. To manage workflows, you will use the Workflow Generator module. Here you construct new workflows, and modify existing workflows. More About Workflows Try to visualize a workflow as a set of general instructions for accomplishing a job. Any task involving a series of steps can be diagrammed as a workflow. For example, to prepare lunch: 1. Remove the food from the refrigerator. 2. Put the food into the microwave. 3. Heat on high for two minutes. 4. Serve the food. Each activity or step is called an item in the workflow. This sample workflow has four items. (Workflows can be made up of dozens of items; they can even fork, so separate items take place simultaneously.) Because a workflow is a generalized model or pattern, it can be applied again and again to do specific jobs. In the lunch example, you could heat tomato soup one day and chow mein the next day using the same workflow. Each time a workflow is put into action to do a specific job, it creates an instance, or copy, of the workflow. Each instance of a workflow runs independently of any other instances that may run before it, after it, or simultaneously with it. The Workflow Monitor window is the hub of Streem Center operations. Starting from this window you can: • Design, test, and modify workflows. Put test versions of workflows into production. • Enable and disable workflows; reset instances of workflows. 4 3. Workflow Monitor Window • Review the progress of workflow activity; select an instance of a workflow and watch it as it executes. • Define and monitor system events; set up automatic responses to events. • Review and control system fax/voice port activity. • View and control the outbound fax queue. • Establish and update your Streem Center Master Configuration. • Review logs of workflow and fax activity. • Monitor the performance of the system hardware. Functions of the Workflow Monitor The Workflow Monitor window is divided into the following functional areas: • Menu bar • Toolbar • Workflow and workflow instance list • Workflow flowcharts 5 3. Workflow Monitor Window Menu Bar The menu bar presents the lists of options available from this window. Many of these options are also available as buttons on the toolbar. The menu bar options are as follows: • • • • File Options • System Location - Identify the network path of the Streem Center server. • Exit - Exit the Workflow Monitor. Workflow Options • View Events - Display the Event Monitor window and show the events for the selected workflow. • Enable/Disable/Enable All/Disable All - Toggle between these options to make the selected workflow(s) available or unavailable for use, or to enable/disable all workflows. • Reset Instance/Reset All Instances - Restart a selected workflow instance, or all instances of a workflow. • Release Control - Move a Test workflow into Production, or move a Production workflow into Previous Production. • Modify - Make changes to the selected workflow. Selecting this option starts The Workflow Generator. Tools Options • Workflow Generator - Go to the Workflow Generator window. • Event Monitor - Go to the Event Monitor main window. • Fax Broadcast - Go to the Fax Broadcast Initiation window. • Fax Log - Go to the Fax Log. • Workflow Log - Go to the Workflow Log. • Version Control - Go to the Version Control window. • Master Configuration - Go to the Master Configuration main window. View Options • Workflows in Use/All Workflows - Toggle between these options to show the workflows that are currently active, or to show all workflows whether active or inactive. • Previous Production - Check this option to show Previous Production workflows. • Test - Toggle on/off to view or not view all test version workflows. • Close All Views - Check this option to close all views. • Port List - Display a table of information about fax/voice port activity. • Fax Queue - Display a table of information about current and scheduled system 6 3. Workflow Monitor Window fax activity. • Item Labels - Check this option to display the labels assigned to workflow items shown in the flowchart area. • Toolbar - Check this option to display the toolbar buttons. • Status Bar - Check this option to display the status bar at the bottom of the window. • Help Options Toolbar The buttons on the toolbar duplicate many of the most-used menu bar commands for your convenience: View All Workflows - Show all workflows, whether active or inactive. View Workflows In Use - Show currently active workflows. Previous Production - Show Previous Production workflows. Disable - Make the selected workflow unavailable for use. Enable - Make the selected workflow available for use. Release Control - Move a Test workflow into Production, or move a Production workflow into Previous Production. Port List - Display a table of information about fax/voice port activity. Fax Queue - Display a table of information about current and scheduled system fax activity. Workflow Generator - Go to the Workflow Generator window. Event Monitor - Go to the Event Monitor window. About - Display software copyright and version information. Help - Access help information. Workflow List The workflow list is an Explorer-style tree display of your workflows. If you have selected View>Workflows in Use, only currently active workflows are listed. If you select View>All Workflows, the list includes the complete set of your workflows, whether or not they are active. Previous Production workflows are not listed unless you have selected View>Previous Production. 7 3. Workflow Monitor Window Instances of a workflow are listed beneath the workflow name and are assigned an identifying number. Double-click a workflow name to see the current instances of that workflow listed below the name. A plus sign appears to the left of a workflow's green or yellow traffic light if it has an active instance. Click the plus sign to show the active instances. When you click the name of a workflow or one of its instances, the associated flowchart is displayed in the workflow flowcharts area. A box encloses each item as the instance executes. Traffic Lights Colored dots called traffic lights are placed by each workflow name to indicate its current state: • Red - Disabled workflow and no new instances of the workflow may be invoked. • Gray - Enabled workflow, but there are currently no active instances. • Green • Yellow - Disabled workflow, but it has one or more active instances which are running to completion. No new instances will be invoked. - Enabled workflow, and it has one or more active instances. Enabling Workflows When you enable a workflow, you make it available for execution. To enable a workflow, select Workflow>Enable. Or, click the green enable button on the toolbar. (If the workflow is already enabled, the green button will not be available.) The traffic light next to the workflow changes from red to green if an instance is immediately created: from red to gray if an instance is not immediately created or from yellow to green, or gray, depending on whether an instance of the workflow is immediately created. To enable all workflows, highlight the root directory in the workflow list and select Workflow>Enable All. Disabling Workflows When you disable a workflow, you make it unavailable for execution. To disable a workflow, highlight it in the workflow list and select Workflow>Disable. Or, click the red disable button on the toolbar. (If the workflow is already disabled, the disable button will not be available.) The traffic light next to the workflow changes from green to yellow if there are active 8 3. Workflow Monitor Window instances. When the active instances terminate, the light changes from yellow to red. If there are no active instances, the light changes from gray to red. To disable all workflows, highlight the root directory and select Workflow>Disable All. Resetting Workflow Instances Use Workflow>Reset Instance/Reset All Instances to halt processing and restart workflow instances from the beginning. To reset a single workflow instance, highlight its instance identification number in the workflow list and select Workflow>Reset Instance. To reset all instances of a particular workflow, highlight its name and select Workflow>Reset All Instances. To reset all instances of all workflows, highlight the root directory and select Workflow>Reset All Instances. Viewing the Port List Fax/voice ports are Streem Center's eyes and ears. When a workflow instance receives DTMF tones or an inbound fax, it uses a port to deliver a voice prompt or send a fax. Select View>Port List or click the view port list toolbar button to display a list of system ports along with information about their operating status, availability, and current work activity. This list is dynamically updated as instances progress. View>High Detail/Low Detail toggles between high detail and low detail views of the port list. Or, click either the Low Detail or Low Detail toolbar buttons. Use the high detail view when you need specific information about the activity of each port, such as which workflow instance is using the port. You must use the high detail view if you want to reset, disable, or enable ports. The high detail port list may be sorted. Use the low detail view when you only need an overview of port activity, for example, when you want to know which ports are active and which ports are inactive. The High Detail View The high detail port list shows the following information for each port: • Traffic Light - Its color indicates port activity: • Green - Enabled port and it currently is receiving or sending. • Gray - Enabled port but not currently active. • Yellow - Disabled port but active. The port is completing work that was already underway when it was disabled. • Red - Disabled port and inactive. 9 3. Workflow Monitor Window • Port Number - The identification number of the port. Each server supports up to 24 ports numbered 1 through 24. • Instance - The identification number assigned to an instance of a workflow. • Workflow - The name of the workflow that generated the instance. • Workflow Item - The label of the currently processing workflow item. • Application Item - The label of the currently processing application item. If WaitForCall, the port is currently not handling a call. If Unused, a fax/voice port is not installed. • Last Active - The date and time when the port was last in use. • Fax Status - The status of any fax transmission currently in progress. Possible values are: • Waiting On Hook - Waiting the minimum between-call time. • Opening Device - Establishing communication with channel. • Setting Internal Handlers - Configuring software parameters. • Setting Channel Parameters - Configuring hardware parameters. • Checking Hook State - Determines if a port is on-hook or off-hook. • Dialing - Indicates that the system is dialing an outbound call. • Negotiating - Completed monitoring call progress. Attempting to start fax protocol. • Starting Send/Starting Receive - Transmission or reception is starting. • Sending/Receiving - Sending or receiving a fax. • Success - Completed transmission or reception. The system is hanging up. • Remote ID - The CSID of the receiving fax machine if the CSID is implemented. If the CSID is not set up on the remote fax machine, this column shows the phone number of the system dialed. • Page - The page currently being sent and the total number of pages to be sent. • Speed - The transmission rate in bits per second (bps). The Current Statistics section at the bottom of the screen shows the total number of ports on the system, along with a count of enabled, disabled, and active ports. The 24-Hour Statistics section shows, for the past 24 hours, the maximum number of ports that were simultaneously in use, the total number of outbound calls and inbound calls handled, and the total number of minutes of port use. This information is useful in determining the need for expanded system capacity. Sorting the High Detail Port List You may sort the high detail port list in ascending or descending alphanumeric order, based on the information in any one of the columns. Click the Sort Ascending button or the Sort Descending button on the toolbar or toggle between View>Sort Ascending/Sort Descending. Then click the title of the column you want to sort. The Low Detail View The low detail port list shows the following information for each port: 10 3. Workflow Monitor Window • Traffic Light - The color indicates port activity. • Green - Enabled port and currently receiving or sending. • Gray - Enabled port but not currently active. • Yellow - Disabled port but active. The port is completing work that was already underway when it was disabled. • Red - Disabled and inactive port. • Port Number - The identification number of the port. Each server supports up to 24 ports numbered 1 through 24. • Application Item - The label of the currently processing application item (if any). If WaitForCall, the port is currently not handling a call. If Unused, a fax/voice port is not installed. • Last Active - The time when the port was last in use. This time is updated at the start and end of each call. • Fax Status - The status of any fax transmission currently in progress represented by an icon: • Telephone - Dialing, setting up a call, or handling voice traffic (for example, application prompts) via the port. • Fax machine - Transmitting fax via the port. The Current Statistics section at the bottom of the screen shows the total number of ports on the system, along with a count of enabled, disabled, and active ports. The 24-Hour Statistics section shows, for the past 24 hours, the maximum number of ports that were simultaneously in use, the total number of outbound calls and inbound calls handled, and the total number of minutes of port use. This information is useful in determining the need for expanded system capacity. Enabling a Port Use the Port>Enable menu bar option from the high detail port list to make a port available for use by workflows. You may enable a port that is currently disabled. (Disabled ports have a red light next to their port number.) To enable a port or ports, highlight the identification number(s) of the port(s) you want to enable. Then, select Port>Enable from the menu bar options or click the Enable button. A message will prompt you to confirm your decision to enable the port(s). An enabled port has a green (enabled and active) or gray (enabled but inactive) light next to its identification number. The Current Statistics shown on the port list will be updated to reflect the newly enabled port(s). 11 3. Workflow Monitor Window Disabling a Port Use the Port>Disable menu bar option from the high detail port list to make a port unavailable for use by workflows. You may disable a port that is currently enabled. (Enabled ports that are active have a green light next to their identification number; enabled ports that are inactive have a gray light next to their identification number.) To disable a port(s), highlight the identification number(s) of the port(s) you want to disable. Then, select Port>Disable or click the Disable button. A message will prompt you to confirm your decision to disable the port(s). A disabled port has a red light next to its identification number. If the port is completing some activity that was underway at the time it was disabled, it will have a yellow light next to its number until the activity finishes. Once the activity completes, the light will become red. The Current Statistics shown on the port list will be updated to reflect the newly disabled port(s). Resetting a Port Use the Port>Reset menu bar option from the high detail port list to abort any tasks currently being performed on a fax port. If you reset a port that is currently handling a call, the call is disconnected. To reset a port(s), highlight the identification number(s) of the port(s) you want to reset. Then, select Port>Reset or click the Reset button. A message will prompt you to confirm your decision to reset the port(s). Viewing the Fax Queue The fax queue is a list of all faxes currently being sent out, scheduled to be sent, finished processing, that have been cancelled, or that have ended in error. The list is updated continuously as faxes are processed. From the Workflow Monitor window, select View>Fax Queue. From this list, you may: • Put fax broadcast jobs or individual faxes on hold to prevent them from being transmitted. • Take fax jobs or individual faxes off hold to release them for transmission. • Cancel (delete) fax jobs or individual faxes. • Review the properties (specific settings and attributes) of faxes. • View port activity. 12 3. Workflow Monitor Window Fax Queue Status Symbols The symbols next to each fax show its status: Sending Ready or Processing On Hold Error Job Properties On the left side of the display is an Explorer-style tree showing currently processing and scheduled fax jobs. (Toggle between View>Show Finished/Hide Finished if you want to include or not include completed jobs.) Click a Job ID to see the associated Job Properties dialog or highlight the Job ID and select Action>Job Properties. Click on the tabs to display information in each category of properties. (You cannot change properties from this dialog.) 13 3. Workflow Monitor Window Fax Properties • From Name - The fax sender's name as it appears on the fax banner. • Local CSID - The name or phone number that appears on the receiving fax machine display. • Retry Mechanism - Normal Retries, Extra Retries, or No Retries. This is set in Master Configuration. • Resolution - Fax resolution: Standard or Fine. • Banner - Fax banner included? Yes or No. • Status - Ready, Processing, or Canceled. (On Hold if applicable) • Total Pages - The total number of pages in the job. System Properties • Job Number - The number assigned to the job by Streem Center. • Job Type - Reserved for future use. • Re-post of Job Number - If this is a resubmitted job, the original job number. • Workflow - The name of the workflow that originated this job. • Instance - The number of the workflow instance that originated this job. • Track Number - If this job is running as part of an instance track, the track number. Scheduling Properties • Send After - The earliest time and date when this job can begin. • Priority - Normal, High, or Low priority. • Wait for Off Peak Rates - Send during off peak rate period? Yes or No. • Date and Time Submitted - The date and time when this job was submitted to Streem Center. 14 3. Workflow Monitor Window • Expiration Date and Time - The date and time when this job should be automatically canceled, if it has not yet begun. The default is 24 hours from the date and time submitted. Cover Page Properties • Send Cover Page - Include a cover page? Yes or No. • Cover Page Template - The path and filename of the cover page template. The template is an .rtf file. • Cover Page Note - (Optional) The text of the cover page note or the name of the file that contains the cover page note. • Cover Page Subject - (Optional) The Subject line on the cover page. Tracking Properties • Batch ID - An ID that the job originator assigns to the job to identify it. Appears in all log records generated by this job. • Billing Code - An ID that the job originator assigns for billing purposes. Appears in all log records generated by this job. • Information - Any string assigned to this job for identification. Appears in all log records generated by this job. • Notification Address - The email address or fax number where job status reports are to be sent. • Type of Notification - Job submission, job completion, or other. • Method of Notification - Fax or email. File List Properties This is a list of the files being faxed by this job: • Job/Destination - The Job ID and Destination (or All if the document is being sent to all destinations in this job), receiving this file. 15 3. Workflow Monitor Window • File Number - A sequential number used to identify this document within the job. • File Name - The path and filename of the document. • New Page After - Will the document following this one begin on a new page? Yes or No. • Page Format - The length of the page, in inches. (For roll paper fax machines only. Page length is fixed for plain paper fax machines.) • Font Width - For ASCII files, the number of characters per line (80 or 132). • Page Count - The number of pages in this document prior to being converted to faxable form. • Delete After - Delete this document after it is sent? Yes or No. • Converted File Name - When this document has been converted to faxable form, the name assigned to the file by Streem Center. • Converted Page Count - When this document has been converted to faxable form, the number of pages in the document. • Original Computer - Where the original document resides. • Original File Name - File name of the document before conversion. • Status - Ready or Processing. Destination Properties On the right side of the Outbound Fax Queue display is a list of the individual fax destinations that comprise the job. (Select View>Show Finished if you want to include completed destinations.) For each destination, the table shows the following information: • Job/Destination ID - Each fax job is assigned and identified by a unique number. A job may include a fax to a single destination or, as in the case of a fax broadcast, faxes to tens, hundreds, or thousands of destinations. Job numbers are assigned sequentially. Each separate destination or fax number that is part of the job is also identified by a number. This Destination ID number is assigned to the fax at the time it is posted and is unique within the job. Note that there may be gaps in the Job/Destination ID sequences displayed because the Outbound Fax Queue can be set up to filter out (that is, not show) certain categories of faxes, such as completed faxes and faxes that ended in error. • Fax Number - The fax phone number of the destination. • Attention Line 1 - The first Attention line assigned to the fax. This is the same as the TO name, or the addressee. • Status - The current point in the processing of the fax. The Status is also reflected in the icon that appears to the left of the Job/Destination ID. • Sending - This fax is being transmitted. • Ready, or Processing - This fax is ready to be transmitted. If the envelope icon is gray, the fax is waiting for the scheduled time to arrive or is waiting for the appropriate time for the next attempt. If the icon is yellow, some processing activity is taking place (for example, a cover page is being generated); the icon will change to gray or to a Sending icon when the processing is completed. • Error - There has been an error processing this fax. 16 3. Workflow Monitor Window • Canceled - This fax has been cancelled (deleted) and will not be transmitted. The Hold icon may be associated with any status. It indicates that the fax is not available for processing. To make the fax available, it must be released from hold. The Hold field of the list shows Yes if the fax is on hold, or No if the fax is not on hold. • Next Attempt - This is the date and time of the next attempt to transmit this fax. The scheduling of the next attempt is controlled by the retries specification for this fax. Next, Attempt applies only to Ready, Processing, and Sending faxes. • Attempts - The number of the attempts completed. • Hold - The fax is not available for processing. Fax Destination Properties Fax properties include such details as the port group handling the fax, the fax number, the alternate fax number (if any), and the pages sent. To see the properties associated with a fax, highlight its Job/Destination ID and double click, select Action>Destination Properties, or click on the Properties toolbar button. The Destination Properties dialog appears. Destination properties are divided into four categories. Click on the appropriate tab to review the destination properties. (You cannot change properties from this dialog.) General Fax Destination Properties • Job Number - The number assigned by Streem Center to the job of which this fax is a part. • Destination - The destination number assigned to this fax by Streem Center. This number is unique within the job. • Fax Number - The fax phone number to which this fax is to be sent. • Alternate Fax Number - The fax number to which this fax should be sent in the event that all attempts to the Fax Number fail. • Attention - The First Attention line (or TO name) for this fax. • Next Attempt Time - The date and time when the next attempt to send this fax will be made. • Status - The current point in the processing of the fax. The Status is also reflected in the icon that appears to the left of the Job/Destination ID. Detail Fax Destination Properties • Primary Port Group - The port group to which this fax is assigned for transmission. Port groups are set in Master Configuration. • Secondary Port Group - The port group that will handle this fax in the event the Primary Port Group cannot transmit it (for example, if the Primary Port Group is busy with other jobs and this fax has a high priority). Port groups are set in Master Configuration. 17 3. Workflow Monitor Window • Assigned Port - The port (or line) to which the fax is assigned for transmission by Streem Center. • Call Progress Monitoring Level - Fully Enabled, Disabled, or Through First Ringback Only. Set in Master Configuration. • Expiration Time - A system-assigned time, 24 hours out from the time the first attempt is to take place, after which the job will be canceled if the fax has not been successfully sent. • Distribution List - The distribution list used to initiate the fax to this destination. The distribution list is specified during Broadcast Initiation. • Billing Information - Billing information assigned to this destination. Billing information is specified for the entire broadcast when the broadcast options are set during broadcast initiation. Billing information provided for individual destinations when the destination is added to a distribution list overrides the information set for the broadcast as a whole. • Comments - Any comments associated with this destination during Broadcast Initiation. Statistics Fax Destination Properties • Pages Sent - The number of pages sent as of the current time. • Attempts - A count of the attempts made to fax to this destination. This is the current attempt if the fax is in process of being transmitted; the next scheduled attempt if the fax is waiting for the specified delay between retries; or the final attempt if the fax completed successfully or ended in error. • Reason for Call Failure - When a call fails to reach the destination fax number, the following statistics show the number of times the call attempt failed for each possible reason: • Number Busy - The called number was busy. • Intercepts - The call ended with operator intercept tones. 18 3. Workflow Monitor Window • No Ringback - The called number did not ring. • No Answer - The called number did not answer. • Number Nonfax - The called number was answered by a voice. • Errors - If the fax ended in error, the following statistics show the number of times an error occurred for each possible reason: o Fax Errors - The fax protocol ended in an error. o System Errors - Streem Center software or hardware failed. Notify Streem Technical Support. Last Attempt Properties • Attempt Number - This many attempts have been completed in an effort to deliver the fax to this destination. • Dialed Fax Number - The fax number called in the last attempt. • Fax Coding - The fax encoding method used in the last attempt. • Remote ID - The CSID of the remote fax machine. • Attempt Date and Time - The date and time when the last attempt was made. • Min/Max Transfer - The minimum and maximum transfer rate (bps). • Call/Carrier Duration - The number of seconds the call lasted. The call may have consisted only of fax carrier handshake signals with no document transfer. • Port Group and Port Number - The port handling the last attempt. • Result - The outcome of the last attempt. • Start Page - The page with which the last attempt began. If other than 1, some pages were already delivered in previous attempts. • Pages Sent - The number of pages sent in the last attempt. • Retransmitted - The number of pages re-sent because of transmission errors. Placing a Job or Destination On-Hold When a fax is placed on hold, Streem Center makes no attempt to transmit it until it is taken off hold. To place a fax destination on hold from the Outbound Fax Queue, highlight the Job/Destination ID for the fax. Then, select Action>Hold Destination or select the Hold toolbar button. The Hold field for the selected fax will show Yes and the closed padlock icon will appear next to its Job/Destination ID. To place all faxes in a job on hold, highlight the job in the Explorer tree on the left side of the Outbound Fax Queue display. Then, select Action>Hold Job or select the Hold button. The Hold fields for all faxes in the selected job will show Yes and the closed padlock icon will appear next to their Job/Destination IDs. Releasing A Job or Destination From Hold When a fax is placed on hold, Streem Center makes no attempt to transmit it until it is taken off hold. To release a destination from hold from the Outbound Fax Queue, highlight the Job/Destination ID for the fax you want to release. Then, select Action>Release Destination (or select the Release From Hold button). On the Outbound Fax Queue list, the Hold field for the selected fax will show No. 19 3. Workflow Monitor Window To release all faxes in a job from hold, highlight the job in the Explorer tree on the left side of the Outbound Fax Queue display. Then, select Action>Release Job (or select the Release From Hold button). The Hold fields for all faxes in the selected job will show No. Canceling a Job or Destination You may cancel any fax that is not in the process of being transmitted (any fax with a status other than Sending). When you cancel a fax, it is deleted and is no longer eligible for transmission. To cancel a destination from the Outbound Fax Queue, highlight the Job/Destination ID. Then, select Action>Cancel Destination or click the Cancel button. The canceled destination is removed. To cancel an entire job, highlight the job in the Explorer tree on the left side of the Outbound Fax Queue display. Then select Action>Cancel Job or click the Cancel button. All destinations belonging to the canceled job are removed from the Fax Queue list, and the canceled job is removed from the Explorer tree. Release Control Streem Center makes it easy, safe, and efficient to change workflows without affecting live operation of the system. How Release Control Works When you create a new workflow using the Workflow Generator, it must be checked before it may actually be used. Once a workflow has been checked and no errors are found, it is available from the Workflow Monitor window. It is labeled Test in the Workflows list. When you have tested the workflow and are satisfied with its operation, you may change its status to Production. The Production workflow is considered the live workflow; it is the version that is in use and from which new instances spin off. Workflow>Release Control allows you to change a workflow from Test to Production. If you decide to make changes to the Production version of a workflow, a copy is brought into the Workflow Generator. (You cannot directly edit a Production workflow.) The operation of the Production workflow—that is, any calls it may be handling or other processing it may be doing—is unaffected because you are working on a copy and not the actual Production version. You may later make this modified version the new Production version by moving the Test version to Production. When you do so, a copy of the workflow before modification is automatically saved as a Previous Production version. This way, you have a safety net should you need to revert to this unmodified Production version. The Previous Production version will continue to process any calls that were in progress at the time you moved the Test version into Production. How to Release Control Follow these steps: 1. Highlight the name of the workflow from the Workflow Monitor window, and select 20 3. Workflow Monitor Window Workflow>Release or click the Release Control toolbar button. The Release Control dialog for the selected workflow appears: 2. Click the appropriate button for the action you want to take from the available versions list that the selected workflow Release Control dialog. (Buttons are unavailable if the related versions do not exist.) • Click the Move Test to Production button to put the test version into production. • Click the Revert to Previous Production button to put the previous production version back into production. 3. Confirm your decision. Click OK to complete the release change and return to the Workflow Monitor window. Or, click Cancel if you decide not to complete the release change. 21 4. Master Configuration 4. Master Configuration The Master Configuration module is where you define how your Streem Center system communicates with your telephone system. Streem Center and your telephone system work together, and so making these two things communicate (configuration) is the first thing to do after you've assembled your computer system and installed the necessary software. Typically, you only need to configure the system once, but you can make changes and fine-tune the configuration at any time. Before you start configuring the system, you may want to flip through this chapter and consider the wide range of items that need to be set. You may need the assistance of others to complete this configuration. For instance, you may need assistance from your telephone system representative when defining how Streem Center handles incoming and outgoing calls; assistance from the person(s) developing Streem Center workflows when defining phone number patterns and normalization; and assistance from the person(s) setting up the structure and presentation of the fax cover page when defining fax settings. The goal of this chapter is to get your Streem Center system to communicate with your telephone system so that you can begin to use and reap the benefits of the Streem Center system. The general tasks needed to reach that goal are summarized below: 1. Setting up Port Groups (Most sites will have one or two port groups.) 2. Processing Incoming Calls (Most calls coming into the Streem Center system are from customers wanting information via Fax on Demand.) 3. Processing Outbound Calls (Most calls going out of the Streem Center system are for delivering Broadcast faxes and Fax on Demand requests.) 4. Setting Global Options (These options pertain to Streem Center features which are independent of port groupings, such as, setting up a master fax page, fax retries, and blocking numbers.) Accessing Master Configuration To access Master Configuration, select the Tools>Master Configuration option from the Workflow Monitor window. A portion of the Main Master Configuration window is shown below: 22 4. Master Configuration Setting up Port Groups A port group is a collection of individual ports, or channels. Each port group must have at least one defined port, but may have an unlimited number of ports. It's not uncommon to have all ports assigned to one port group. A port or channel (terms are interchangeable) represents one phone line or number. Why have more than one port group? Some common reasons for multiple port groups are (1) to allocate phone costs among the departments using them, such as Human Resources and Sales and (2) to allocate ports based on a workflow's priority. In the next three sections, we'll create a single port group (the typical scenario) and then add and define its ports (12) for the fictitious company, USA Corporation. 23 4. Master Configuration Create a Port Group 1. Click the Port Groups tab from the Master Configuration window. The Port Groups dialog box moves to the front. 2. Click the Add Group button to add a new port group. By default, the port group name is New port group (see picture above). Edit the name of this new port group as you see fit; USA Corp. Port Group will be used for the example here. Add and Define a Port to a Port Group 1. Select the port group to which you want to add ports, and then click the Add Port button. The Add Port dialog will appear as shown below. The name of the port group selected (USA Corp. Port Group) is included in the dialog's title following the words Add a Port to: 2. Define each port by filling in the dialog fields. Each field is described below. When done with each port's assignment, click OK. To discard any changes, click Cancel. 3. Repeat steps 1 and 2 to add additional ports to your port group. • Computer - Enter this is the name of the Streem Center server to which this port belongs. Use the Browse button to select from a list of available computers. • Board Number - Use the spin arrows to select the board number of this port (channel). The port numbers are physically set on each board when installed. • Channel - Use the spin arrows to set the port (channel) number. • Phone Number - Enter the numbers needed to keep track of the extensions assigned to each port. For instance, if you’re Streem Center extensions are x400-416, then board 1, channel 1 could be assigned 400; and board 2, channel 2 assigned 401, etc. Usually used only with an analog phone system • Aspect termid - Enter the appropriate information into this field only if you have the Aspect phone system. When you are through adding ports, be sure to click the Apply button to save any additions or changes. If you inadvertently click the Cancel button before your additions or changes have been applied, your changes will be lost. Below is an example of USA Corp.'s port group and defined ports. Using the phone number field for the port's extension makes for easy referencing. 24 4. Master Configuration Now that you've created a port group and assigned ports to it, it's time to specify the port group's general settings. Specify Port Group Settings Port group settings are a collection of general phone settings specifying how Streem Center should react to various incidents, such as, outgoing busy signals, disabled ports, and hang up time between calls. Follow the steps below to specify USA Corp.'s general port group settings: 1. Click the Group Options button to open the Group Option's window. 2. Click its tab to select a port group. In the example below, we created an additional port group just to show that each port group would have its own settings tab: 25 4. Master Configuration 3. Specify the general settings for each port group. Information about each field is provided below. For questions regarding your telephone system's dial tone or operation, see your telephone provider. • Dial Tone Type - Select the dial tone that Streem Center should expect to receive from this port group. Each port group can have only one dial tone type. Select the dial tone type from the drop-down list. If in doubt, see your telephone service provider for assistance. • Port Disable Duration if no Dial Tone Detected - Decide if Streem Center should search the ports for a dial tone when placing a call. If a dial tone is not detected, for whatever reason (line cut, line placed off-line by service provider, etc.), how long should Streem Center disable the port (that is, how long should it wait before trying the port again)? • Make Port Busy on Disable - Click this checkbox to return a busy signal on ports that have been disabled. When the disabled waiting period is over, the port is freed and ready to be polled again for outbound calls. • Shortest Hang-up Time Between Calls - Decide the minimum hang-up time between placing calls on a single trunk for your PBXs and other switching systems. Click the drop-down arrow for this field and make a selection. The minimum time needed depends on your PBX system. For help, see your telephone system representative. • Default Call Progress Monitoring - Decide if you need Streem Center to listen for tones during an outbound call and, depending on what it hears, takes appropriate action for greater efficiency and cost savings. Call progress monitoring senses whether the line called is busy, is ringing, or is answered by a fax machine or by a voice. It also detects dial tone and operator intercept tones. Various levels of call progress monitoring are available: • Fully Enabled - Full call progress monitoring is applied. • Disabled - Call progress monitoring is not used. 26 4. Master Configuration • Through First Ring Back Only - Partial call progress monitoring is applied— listens for dial tones through to a first ring. This option is recommended for broadcasts to small businesses with one phone line and a switchbox (for voice and fax). • # of Ports for New Inbound Calls - Decide how many ports to leave open to receive incoming calls. If you're running Fax on Demand applications, you should leave a few ports open to receive calls. The specific number of ports to leave open depends on their use and can be changed at any time. A good starting point is two incoming ports per eight ports. • Peak Rate Periods - Define the days (for example, Mon, Tue, Wed, Thu, Fri, Sat, Sun) or range of days (for example, Mon-Wed) and time periods (for example, 8:00AM-5:00PM) which are peak. All others are off-peak. The days and hours not included as peak are by definition off-peak. Part of a fax's options include when it's to be sent (peak or off-peak). Tightly monitoring your telephone systems peak rate periods and faxing during off-peak hours can help save you money. To be sure your changes have been applied, click the Apply button. To apply and exit the Group Options window, click the OK button. If you click the Cancel button without first applying your changes you will exit the Group Options window and lose any unapplied changes. The next topic explains how to manage (edit, order, and remove) port groups and ports. Managing Port Groups and Ports You manage (edit, move, and remove) port groups and ports from the Port Groups dialog directory tree. Editing Port Groups To edit a port group, click in the Port Group's name. To edit a port's definition, doubleclick the port you wish to edit. Ordering Port Groups To order (move) port groups or ports within a port group, do the following: 1. Highlight the port group or port you want to move. 2. Click the Up or Down button to move the selected port group or port up or down the list. Ports can only be ordered within their assigned group. Deleting Port Groups To remove a port group or port, do the following: 1. Highlight the port group or port you want to remove (delete). 2. Click the Remove button. This completes the Setting up Port Groups section. In this section you've: • Created port groups. • Assigned and defined ports to port groups. • Set general port group settings. • Learned how to manage port groups and ports. In the next section we'll learn how Streem Center processes incoming calls. 27 4. Master Configuration Processing Incoming Calls You typically receive calls to your Streem Center system from two sources: (1) from current and prospective clients to your Fax On Demand service and (2) faxes sent to your workforce through Streem Center's Email integration service. How does Streem Center take that phone call on one end and produce the service on the other end? Streem Center (1) receives a call and matches the called number to a pattern, (2) the pattern is translated into a phone number which is associated with a specific workflow, then (3) the associated workflow begins its routine, and stops when it's completed. In this section we're concerned with the first two steps—how Streem Center processes incoming calls. The first part of this section will describe how to set incoming call information, which includes creating patterns and their translations. The second part of this section will describe how to match the translations to specific workflows. Note: You should be planning, designing, and testing your workflows at this time, too. For detailed information on creating workflows, see the “Workflow Generation” chapter. Set Incoming Call Information Follow the steps below to set incoming call information: 1. Click the Port Groups tab from the Master Configuration window. 2. Click the Incoming Call Info... button to bring up the Incoming Call information dialog box. An example of this dialog box is shown on the next page. 3. Click the tab of the port group for which you want to set incoming call handling. Start with the Source of Incoming Call Information field. The choice made here determines what other options are available. • Source of Incoming Call Information - Choose the type of connection you have between the telephone switch and Streem Center. The type of connection determines what information about the incoming call is available to Streem Center. If in doubt, you can obtain this information from your telephone provider. Many telephone systems use the connection type shown in the example (PBX or switch that sends DTMF at start of call). 28 4. Master Configuration • Com Port Number - Decide if you need to send serial data to Streem Center through one of Streem Center’s communication ports. For example, if you selected the Rolm 244PC... as your Source of Incoming Information, that information is sent to Streem Center via a com port. Specify the Com port number. Valid numbers are 1 through 4. • Desk Number - Decide if you want to send incoming call information to Streem Center using SMDI or message desk format. For these sources, specify the desk number. Valid numbers are 0 through 63. • Port Order of Inbound Calls - Decide how Streem Center should pass incoming calls to ports: 1) in a predictable way or 2) random order. We recommend Lowest-Highest. • Start of DTMF Pattern - Specify the pattern of digits, if any, that indicates the start of an incoming Dual Tone Modulated Frequency (DTMF) call. • Called Number Available - Click this checkbox if the source provides the number the caller dialed to reach Streem Center. Under normal conditions, this box should always be checked. • Number of Digits - Specify the number of digits provided to Streem Center by the source, if the field is available. It is imperative you know the exact number of digits being provided by the source because: 29 4. Master Configuration 1. If you a select a higher number of digits (4) than it actually passes (3), you'll always be waiting for that fourth digit and nothing will start. 2. If you select a lower number of digits (2) than it actually passes (3), you'll receive the first two digits which may throw off your patterns and translations. If this field is unavailable (dimmed), it should show the word varies and you should expect three digits to be passed to Streem Center. • Pattern Translation Table - Decide how the dialing information received from the source should be translated into a complete standard (normalized) telephone number for use by Streem Center. An example of a pattern translation table is shown below: A few things you should note about the translation table: • • The telephone source is passing Streem Center three digits. The patterns you create are directly related to the number of digits passed from the source to Streem Center. • Each pattern has a translation. Each translation will later be linked to a specific workflow. • Patterns can have wildcards. Wildcards reduce specifying every conceivable pattern to its corresponding translation. The question mark (?) wildcard represents a single digit. Typically, for every ? wildcard used in a pattern there should be a corresponding ? wildcard in the translation. • The order of the patterns is important. Streem Center takes the passed digits and attempts to find a match starting with the first pattern. It works down the list until a match is found. When a match is found, the translation associated with the pattern is specified. For instance, if pattern 4?? was first, then patterns 40?, 41?, and 42? would never be matched since pattern 4?? matches all digits from 400 through 499. • For detailed instructions on creating a translation table, see the topic "Create Called Number Translation Table” later in this section. Calling Number Area - Decide if you want to show the phone number from which the call was placed, somewhat like Caller ID you may have on your home phone. This area is not frequently used; however, information about each field is provided below: 30 4. Master Configuration • Calling Number Available - Check this checkbox if the source provides the phone number of the phone from which the incoming call was placed. • Number of Digits - Provide the number of digits provided to Streem Center by the source. For example, the source may provide a ten-digit telephone number or only a three-digit extension number. • Calling Number Pattern Translation - Indicate how the phone number received from the source is translated into a complete standard (fully normalized) telephone number for use by Streem Center. (This translation table is used only where the carrier provides ANI or DNIS.) For example, if the source provides the complete phone number without a leading 1, the pattern is + and the translation is 1+. Wildcards may be used to economically specify patterns and translations. You create, modify, and remove patterns from this table just like the Called Number Pattern Translation table. Create Called Number Translation Table The purpose of the Called Number Translation table is to match the digits of the called number to a pattern and its associated translation. The translation pattern is ultimately used to start a workflow. An example of a Called Number Translation table is shown below: Here are some operating instructions: • To add a translation - Click the Add button. • To modify a translation - Double-click the pattern you wish to modify. • To remove a translation - Highlight a pattern and click the Remove button. • To move a translation - Highlight a pattern and click the Up and Down buttons as needed. Follow the steps below to create a Translation table: 1. Click the Add button to bring up the Add Translation dialog box. (See the example on the following page.) 2. Type a pattern and its translation. It's a good idea to work with the person(s) creating the workflows to ensure your patterns and translations match. Good use of wildcards can help reduce the number of patterns. Two wildcards are available: 31 4. Master Configuration • Question mark (?) wildcard - The ? wildcard represents any single digit (0,1,2, etc.). The number and placement of wildcards in the pattern should match the number and placement of wildcards in the translation. • Plus sign (+) wildcard - The + wildcard represents the rest of the number. This wildcard is typically used for normalizing and dialing outbound calls. 3. Test the pattern and its translation. Click the Test button to bring up the Translation Test dialog. The object of testing is to make sure the pattern translates correctly. Test the translation by typing in good and bad number patterns in the Test Number field. To see the output, click the Translate button. The output will show either the translated number or the phrase pattern does not match as shown in the following example: 4. Click the Done button when you are finished testing. You'll return to the Add Translation dialog. 5. Click OK to accept (add) the translation. To cancel (discard) the pattern, click Cancel. You'll return to the Incoming Calls dialog. When you are through setting incoming call options, click the OK button. You will be returned to the Port Groups dialog. To apply the options selected so far without leaving the incoming call dialog, click the Apply button. To leave the dialog without making any changes, click the Cancel button. This completes the Set Incoming Call Information portion of how Streem Center processes incoming calls. The next section explains how to assign the translated phone 32 4. Master Configuration numbers to workflows. Set Incoming Call Workflows Now that you've specified how Streem Center should translate incoming calls, it's time to associate those translation patterns with the workflows you've created. We recommend you have the following items available as you complete this task: • A copy of the Called Number Translation table • The list of workflows available Follow the steps below to associate translated phone patterns to workflows: 1. Click the Incoming Call Workflows dialog tab from the main Master Configuration window. 2. Click the Add... button to bring up the Workflow Assignment dialog box. 3. Fill in the fields to associate a translation pattern with a workflow. Workflow assignments are added one at a time. Information on each field is presented below: • If Called Number Matches Pattern - Specify a translation pattern you want to associate with a particular workflow. This field is looking for a pattern based on the translation column in the Called Number Translation table, not the pattern column. Here are some tips: • Enter the translation as a pattern - One of our example translations is 1941643740?. In this case, there are ten possible matches to this pattern (numbers 19416437400 through 1941643749). This pattern tells Streem Center to start the associated workflow if any one of ten possible matches is called. • Enter a specific translation derived from a translation - In the previous example, any one of ten numbers could start the associated workflow. In this case though, you want a one-to-one relationship between the called number pattern and the workflow. For example, 19416437405 is a specific translation derived from the translation pattern 194164374?. 33 4. Master Configuration • And Call is in Port Group - Choose the port group with which the called number is associated from the drop-down list. Normally, there are two port group choices: 1) the default and 2) the name of your port group, such as USA Corp. Port Group. We recommend choosing the default port group, unless there's a compelling reason not to. • Then Start Workflow - Select the workflow to be started from the drop-down list. Streem Center comes with a few ready-to-use workflows. Additional workflows must be created from the Workflow Generation application. Streem can be commissioned to create custom workflows for you. 4. Click the OK button to add the workflow assignment. To discard your selections/changes, click the Cancel button. In either case, you'll be returned to the Incoming Call Workflows dialog. 5. Repeat steps 2-4 to add additional workflow assignments as desired. We recommend you periodically apply (save) your workflow assignments by clicking the Apply button. If you inadvertently click the Cancel button, any additions or changes not previously saved will be lost. To exit master configuration, click the OK button. Workflow Assignment Table Management You manage the workflow assignment table from the Incoming Call Workflows dialog: • To edit a workflow assignment, double-click the pattern associated with it. • To order (move) workflow assignments, do the following: 1. Highlight the pattern of the workflow assignment you want to move. 2. Click the Up or Down button to move the workflow assignment as needed. Note: The order of patterns is paramount. Streem Center tries to match the called number to the first pattern in the table and then works its way down the list. Thoroughly review the table's order to ensure that a lower pattern is not hidden by a higher placed pattern. • To remove a workflow assignment, do the following: 1. Highlight the pattern of the workflow assignment you want to remove (delete). 2. Click the Remove button. This completes the “Processing Incoming Calls” section. In this section you've: • Set general incoming call options. • Created a Called Number Translation Table. • Assigned translation patterns to workflows. • Learned how to manage the translation and workflow tables. In the next section we'll explain how Streem Center processes outgoing calls. Processing Outbound Calls The majority of Streem Center's work centers on placing outbound calls to deliver the faxes requested by customers. Streem Center places calls when delivering: 34 4. Master Configuration • Fax Broadcasts • Fax On Demand requests • Faxes attached to email messages The ability of Streem Center to place calls is critical to its success. Your customers need to receive information in a timely manner. The rest of this section describes how Streem Center places outbound calls, and then details the steps you need to take to make it happen for your system. How Streem Center Places Outbound Calls 1. Streem Center gathers phone numbers from various sources (for example, Fax Broadcast distribution lists and email addresses) and stores them in distribution lists and databases. 2. Streem Center accesses the applicable distribution list or database at the point in a workflow where Streem Center is required to place a call, and then Streem Center attempts to normalize (translate) each phone number. Phone numbers are normalized via the Number Normalization table. A normalized number is either a worldwide number (one that can be dialed from anywhere in the world) or an extension (it can only be dialed from inside an organization). 3. Streem Center determines which port group should handle the call after a phone number has been normalized. Which port group should handle which call is determined via the Outbound Call Groups table. 4. Streem Center attempts to place the call once a port group has been selected to handle the call. The number Streem Center dials is based on the information in the Dialing table. In summary, Streem Center retrieves a number from a distribution list or database, attempts to normalize it, selects a port group to handle the call, and then dials the number. At this point other aspects of Streem Center tracks and records the success or failure of each fax. To ensure Streem Center accurately processes outbound calls: 1. Create a Number Normalization Table. 2. Define Outbound Port Group Handling. 3. Specify Dialing Information. The rest of this section describes how to do these three things. Number Normalization Table The number normalization table is where Streem Center normalizes the phone number it will eventually dial (to normalize means to translate into a pattern Streem Center can understand and process). The translated patterns are subsequently used to determine port group handling and dialing instructions. First, we will show you an example of a complete normalization table and explain how we came up with the patterns and translations. Then, we'll list the steps needed to complete your own normalization table. For more information about number normalization (goals, tips, etc.), see Appendix C - Number Normalization Guidelines. Number Normalization Table Example 35 4. Master Configuration Here is an example of a completed number normalization table: Notice that the table contains just a few patterns—enough to match most any number its given—an associated translation pattern and a comment. Also note that the table uses wildcards (?) and (+) in lieu of numbers. Wildcards expedite the normalization process by normalizing a range of numbers at once, thus alleviating you from specifying each and every possible number pattern. Using Wildcards The two wildcard characters you can use are the question mark (?) and plus sign (+). • Question mark (?) wildcard - Use this wildcard to stand for any individual number (0-9). You can use any number of question mark wildcards in your pattern (see the table above), but be aware that for every (?) wildcard used in a pattern an equal number of (?) wildcards must be in the translation (a one-to-one correspondence). • Plus sign (+) wildcard - Use this wildcard to signify all remaining digits. This wildcard must be used as the last character in a pattern because it tells, Streem Center, "Give me however many digits remain, regardless of the number." 36 4. Master Configuration Plan the Number Normalization Table The number of patterns and translations you need in the number normalization table is, however, many varied patterns Streem Center is likely to see. Keep in mind that this table is for normalizing outgoing calls, which typically come from one of three sources: • Streem Center distribution lists that you've created, • Email faxes through Streem Center's email integration application, and • Internal calls to test workflows. Other factors to keep in mind are: • All U.S. phone numbers contain 10 digits (three-digit area code, three-digit exchange code, and a four-digit suffix). • Most extensions contain either three- or four-digits (x345). Some extensions can be directly dialed from outside the organization, while others can only be dialed from inside the organization. • Those of you located outside the U.S. or who call internationally know that the U.S. numbering scheme is not necessarily followed in the rest of the world. All U.S. fax numbers in your broadcast distribution lists should contain the area code along with the regular seven-digit phone number, and all international numbers should begin with 011. Based on the above information, we created the Number Normalization Table example shown earlier. Each pattern and its translation is discussed below: • Pattern ??? Translates to x??? - Any three-digit number that matches this pattern and an x will be added to the three digits. For instance, 579 would translate into x579, 246 into x246, etc. That is, any three-digit number is presumed to be an internal extension and typically used for in-house workflow testing. • Pattern 6438??? Translates to 19416438??? - Any seven-number starting with 6438 matches this pattern (for example, 6438000 - 6438999) and will be translated into a worldwide normalized number beginning with (19416438)???. For instance, 6438246 would be translated to 19416438246. That is, this U.S. organization's workforce uses three-digit extensions that can be directly dialed from anywhere in the world. This pattern is typically used in conjunction with Streem Center's email integration package. • Pattern ??????? Translates to 1941??????? - Any seven-digit phone number not matching the previous pattern will match this pattern and be translated into a worldwide normalized number beginning with (1941)???????. For instance, 6431234 would translate to 19416431234. That is, all seven-digit phone numbers matching this pattern are presumed to be a U.S. phone number within the 941 area code. You may send a lot of faxes to companies or individuals within your area code and consequently have specific broadcast lists with only seven-digits in them. We do not recommend this course of action though. Maintaining broadcast lists based on an area code is time consuming, prone to errors, and probably not warranted as most medium- to large-sized companies broadcast statewide, nationally, and internationally. • Pattern ?????????? Translates to 1?????????? - All ten-digit phone numbers match this pattern and will be translated into a worldwide normalized number beginning with (1)??????????. For instance, 9416438700 would translate to 37 4. Master Configuration 19416438700. That is, this pattern matches all U.S. phone numbers that include the area code with their regular seven-digit phone number. You will reduce processing errors and speed up any error resolutions by including the area code with the sevendigit fax number for all U.S. calls. • Pattern + Translates to + - If the matching process reaches this pattern, the number is assumed to be an international number and will be translated into a worldwide normalized number beginning with (011)+. This is typically the last pattern listed and used as a catchall. This pattern also catches any and all phone numbers not previously matched, including odd-numbered or incorrectly entered phone numbers (for example, five-, six, eight-digit phone numbers). It's best to plan the table in advance and write down your patterns, translations, and comments, if any, so that you can pop them in one after another. Create the Number Normalization Table Follow the steps below to create a number normalization table. 1. Click the Number Normalization tab from the Master Configuration main window. Each row of the table (pattern, translation, and comment) is added separately. 2. Click the Add... button to add a pattern. The Phone Number Normalization Rule dialog will appear. 3. Enter a phone pattern, its translation, and a comment as planned. The pattern and translation fields are mandatory. Comments are optional, but helpful. 4. Click OK to add the pattern. To cancel any changes or additions, click Cancel. You'll be returned to the Number Normalization dialog. Each pattern is listed on the table in the order you added them. It's up to you to reorder them, if necessary. 5. Repeat steps 2-3 to add more patterns to your table. We recommend you periodically apply (save) your additions or changes by clicking the Apply button. If you inadvertently click the Cancel button, any additions or changes not previously saved will be lost. To save your changes and exit master configuration, click the OK button. Number Normalization Table Management 38 4. Master Configuration You manage the number normalization table from the Number Normalization dialog: • To edit a pattern, or its associated translation or comment, double-click the pattern. Edit the fields as desired. • To order (move) patterns, do the following: 1. Highlight the pattern you want to move. 2. Click the Up or Down button to move the pattern as needed. Note: The order of patterns is paramount. Streem Center tries to match the customer's call to the first pattern in the table and then works its way down the list. Thoroughly review the table's order to ensure that a lower pattern is not hidden by a higher placed pattern. • To remove a pattern, do the following: 1. Highlight the pattern you want to remove (delete). 2. Click the Remove button. Now that you've completed and organized the table, it's a good idea to test the table. Testing the Number Normalization Table You should test the table to be sure the correct pattern is chosen, given a certain set of numbers. You should test a variety of phone number patterns, even odd-numbered patterns, to see what happens. You may need to reorder, edit, add, or remove patterns based on your test results. Be thorough. Generally, you want to place the more specific patterns ahead of the less specific patterns, especially if they contain the same number of characters. For example, patterns 6438??? and ??????? contain seven characters, but the 6438??? pattern is a subset of the ??????? pattern and must be placed ahead of the less specific pattern, or it will never be matched. 39 4. Master Configuration To test the table: 1. Enter numbers in the Try a Test Number field, as shown in the example below. 2. Click the Normalize button. You will get one of two responses 1) a normalized number or 2) the phrase Cannot be normalized. If the normalized number in the Would Normalize To: field is not what you expect, analyze the situation. Did you incorrectly enter the number? Did a higher placed pattern cover a lower placed pattern? 3. Continue testing and manipulating the patterns until you're pretty sure the table is set—contains all the patterns necessary to normalize most phone numbers it will encounter and the patterns are in a good hierarchical order. Outbound Port Group Handling All calls, incoming and outgoing, are placed through port groups and their assigned ports. Now that you've created a number normalization table, you need to define which port groups will handle which calls based on their normalized translation pattern: To begin defining outbound port group handling, click the Outbound Call Groups tab from the Master Configuration window. 40 4. Master Configuration Many users have only one defined port group and no priority attached to any normalized translation pattern. In this situation, they need only one outbound call group pattern to take care of all their outbound calls. This can be accomplished by the following example, which tells Streem Center whatever phone number pattern (+ wildcard) is passed, send it through the USA Corp. Port Group. For many users, specifying the one catch-all call group pattern will suffice. But, if you have more than one defined port group and wish to direct specific translation patterns to specific port groups then you'll need to do a bit more planning. You can use the same wildcards (?) (+) in your patterns as you did in the normalization table, and all other normalizing tables for that matter. You want to tell Streem Center what port group should handle what phone patterns. You only want to specify as many as patterns as you really need. Note: If you need more than one call group pattern, we recommend that you sketch out the patterns and port group assignments in advance. Follow the steps below to add outbound call group patterns: 41 4. Master Configuration 1. Click the Add... button to add a pattern. The Outbound Call Group Assignment dialog will appear: 2. Enter a pattern, a priority, a preferred group, and an alternate group, if available. Each field is outlined below: • Pattern of Outbound Number to Dial - Enter a phone number pattern here that you want to assign to a port group. Perhaps you want to assign your number normalization translation patterns to certain port groups. That's fine, but the pattern can be any pattern you choose. • Priority - Not enabled at this time. • Preferred Group(s) - Select a preferred port group from the Available Groups list and click the Add button. To remove a port group from the Preferred group list, highlight the port group and click the Remove button. • Alternate Group(s) - (Optional) Select an alternate port group from the Available Groups list to handle the call if the preferred group is not able to handle the call. To remove a port group from the Alternate group list, highlight the port group and click the Remove button. When you are satisfied with your selections, click OK. If you do not want to keep your selections/changes, click Cancel. You'll be returned to the Outbound Call Groups dialog. 3. Repeat steps 1-2 to add additional patterns. We recommend you periodically apply (save) your additions or changes by clicking the Apply button. If you inadvertently click the Cancel button any additions or changes not previously saved will be lost. To save your changes and exit master configuration, click the OK button. Managing the Outbound Call Group You manage the outbound call group table from the Number Normalization dialog: To edit a pattern, or any of its associated items, double-click the pattern. Edit the fields as desired. 42 4. Master Configuration • To order (move) patterns, do the following: 1. Highlight the pattern you want to move. 2. Click the Up or Down button to move the pattern as needed. Note: The order of patterns is paramount. Streem Center attempts to match the translated number to the first pattern in the table and then works its way down the list. Thoroughly review the table's order to ensure that a lower pattern is not hidden by a higher placed pattern. • To remove a pattern, do the following: 1. Highlight the pattern you want to remove (delete). 2. Click the Remove button. Be sure to periodically apply (save) your additions or changes. If you inadvertently click the Cancel button, any additions or changes not previously saved will be lost. To save your changes and exit master configuration, click the OK button. Dialing Information Now that you've created a number normalization table and specified port group handling, it's time to prepare dialing information via a dialing table. This table is created and works very much like the number normalization table. The first column (pattern) contains the normalized translation patterns from the number normalization table, and the second column (dial as) shows how to dial any number that matches the pattern in the first column. Streem Center must dial the number just as you might dial it from within your telephone system. Do you dial 9 to get an outside line? Do you need to dial the area code for local calls? The objective here is to tell Streem Center how to dial the number. Note: Any number that does not match any line in the table will not be dialed. Follow the directions below to create a dialing table: 1. Click the Dialing button from the Port Group dialog. The Dialing dialog will appear: 43 4. Master Configuration 2. Click the Add button to add a pattern and dialing translation. The example tells Streem Center that “any number that matches this ten-digit pattern should be dialed with 9,1 preceding it.” The 9 gets you an outside line, the comma pauses for a dial tone, and the 1 denotes a long distance call. For instance, 2024351234 would be dialed as 9-1-202-435-1234. Note: The hyphens are for clarity. Your distribution lists and table patterns and translations should only contain the numbers without spaces as shown in all the pictured examples. 3. Test your translation. To begin testing, click the Test button. The Translation Test dialog will appear: 44 4. Master Configuration 4. Enter a test pattern in the Test Number field. To see how it would be dialed, click the Translate button. The Output field will display either a dialing pattern or the phrase pattern does not match. When you're done testing, click Done. You'll return to the Add Translation dialog. 5. Click OK to accept the pattern and translation. To discard the pattern, click Cancel. You'll return to the main Dialing dialog. 6. Repeat steps 2-4 to add additional patterns. We recommend you periodically apply (save) your additions or changes by clicking the Apply button. If you inadvertently click Cancel any additions or changes not previously saved will be lost. To save your changes and exit master configuration, click OK. Now review the order of your table. The patterns are listed as you enter them. If you planned the table before you started entering the patterns, as we recommended, you're ahead of the game. Remember the order is vitally important because Streem Center begins its search for a matching pattern at the top and stops at the first match. To move a pattern, highlight the pattern and then click the Up or Down button as needed. To remove a pattern, highlight the pattern and click Remove. Now test the table's matching ability by entering test phone patterns in the Try a Test Number field. Click the Translate button to see how it would be dialed. If you get unexpected results, analyze the situation as follows. In the example below, 597865 was entered as a test number. The six-digit number did not match any of the table's pattern and consequently could not be normalized, nor dialed. This is what you want to happen. Distribution lists that contain odd numbered phone numbers or incorrectly entered numbers should be detected and kicked out as an error, so that they can be reentered correctly. Test the table until you are satisfied that it will recognize and normalize expected phone patterns, and detect incorrectly keyed phone patterns. 45 4. Master Configuration 7. Click OK when you're through creating or editing the table. You'll be returned to the main Master Configuration window. If you are making many changes and want to be sure your changes have taken hold, periodically click the Apply button. If you have made changes but do not want to keep them, click Cancel. Any changes not previously saved will be discarded and you'll be returned to the main Master Configuration window. This completes the section on Processing Outbound Calls. The next section, Setting Global Options tells you how to set up a master fax page, fax retries, blocking numbers, and least cost routing. Setting Global Options This section describes a number of Streem Center options and settings that apply to Streem Center as a whole, rather than a specific port group. The topics included in this section are: • Fax Retries - Here you set your fax retry strategy. Depending on the reason for the call failure, you can apply a specific number of retries, or no retries, at whatever interval you wish. • Block Numbers - Here you identify which phone numbers or pattern of phone numbers should be blocked, if any. For example, you may want to block all calls to 900 numbers or calls to people who have asked not to be contacted by fax. • Fax Options - Here you set the default fax options for all faxes sent from Streem Center. Fax Retries 46 4. Master Configuration A fax may not always be delivered due to a host of reasons (for example, line is busy, no answer, etc.). If a fax is undeliverable on the first try, Streem Center will attempt to deliver it again based on your retry strategy. Follow the steps below to specify your fax retry strategy: 1. Click the Retries tab from the main Master Configuration window: As you see, the dialog has two sections. The top section lets you specify Normal retries. The lower section allows you to specify Extra retries. At the time a broadcast is initiated, you indicate whether Normal or Extra retries are to be applied. (An extremely urgent broadcast might warrant Extra retries.) Depending on your selections here, the number of retries and retry intervals for each error condition will prevail. Note that a separate count is kept for each type of error condition. No further retries are made when the attempt limit for each error type is reached. Although Streem Center comes with default retry settings, you may modify them as you wish. 2. Double-click the error type or highlight the error type and click Modify to modify a setting. The Fax Retry Specification dialog for that error type appears: 47 4. Master Configuration Define the following: • Maximum # of Tries - Specify any number between 1 and 10. A Maximum # of Tries setting of 1 means there will be no further attempt to complete the call if the first attempt fails. • Minutes Between Tries - Specify any number of minutes between 1 and 60. When you are done setting retry options, click OK, or click Cancel if you wish to discard any changes you've made. You'll return to the Retries dialog. Be sure to periodically save your changes by clicking Apply. If you inadvertently click Cancel any changes that have not been applied (saved) will be lost. Blocked Numbers The Blocked Numbers area allows you to specify specific phone numbers or patterns, if any, that should be blocked (not allowed to be called). For example, you might want to prevent calls to 900 numbers or calls to certain individuals who have asked not to be contacted by fax. Follow the directions below to specify numbers to block: 1. Click the Blocked Numbers tab from the main Master Configuration window. 2. Click the Add button to add a blocked number. The Add Blocked Number dialog appears: 48 4. Master Configuration A. Specify the normalized (translated) phone number to be blocked in the Blocked Number or Pattern field. The ? wildcard stands for any single digit. The wildcard + stands for any number of digits. B. Specify the workflow(s) to which this blocked number or pattern should apply in the Blocked for Workflows field. You must specify at least one workflow to which the blocked number or number pattern is to apply. To specify all workflows, choose the workflow. To add a blocked workflow, highlight the workflow in the Workflow Choices field and click the Add button. C. Highlight the workflow in the Blocked for Workflows field and click the Remove button to remove a blocked workflow. D. (Optional) Enter any notes in the Notes Field. The Notes field is typically used for explanations or notes regarding this blocked number. E. Click OK when you are done adding or modifying a blocked number. If you want to discard your selections or changes, click Cancel. You'll be returned to the Blocked Numbers dialog. The blocked number you just established will be listed. 3. Repeat steps 1-2 to add additional blocked numbers and patterns. • To modify a blocked number, double-click the phone number. • To remove a blocked number, highlight the phone number and click Remove. 4. Click the OK button when you are done assigning blocked numbers. Click Apply to put the blocked numbers specified so far into effect without leaving the Blocked Number dialog. Click Cancel to exit Master Configuration without making any changes in your blocked number assignments. 49 4. Master Configuration Fax Options Here is where you define general fax settings and options that apply to all outgoing faxes. Follow the directions below to set or modify outgoing fax settings: 1. Click the Fax tab from the Master Configuration window. The Fax dialog will appear: 2. Enter the following information in the Default Settings area: • Banner Format - A banner is a one-line description of pertinent faxing information that is printed at the top of each fax page. Streem Center gives you a choice of three default banners. Choose one: To: {attn} From: {from} mm/dd/yy hh:mm am Page 1 of 2 Displays as: To: Jason McCord From: Maryann Evans 07/13/98 1:20 pm of 2 {from} —> {attn} 50 dd/mm/yy hh:mm ½ Page 1 4. Master Configuration Displays as: Maryann Evans {Attn} —> Jason McCord 13/07/98 13:20 1/1 {from} Day dd Month Year 1 of 2 Displays as: Jason McCord Maryann Evans Monday 07 July 1998 1 of 2 • Cover Page Template - Streem Center provides a default cover page template titled DefaultCover.rtf which is stored in the \Streem\Documents folder. You can modify this template or create your own templates. We do recommend you store them all in one folder (\Streem\Documents) so you can quickly find them. Open the drop-down menu and select a default cover page template. • CSID - An identifier that displays on the receiver's fax machine display area. Typically, the CSID is a phone number or company name. If you do not specify a CSID, the phone number that Streem Center dialed will be displayed. • Character Set - The International Standard Organization (ISO) set of characters used to print fax banners and ASCII text cover page notes. (Your selection here does not affect presentation of faxed documents such as MS Word documents). Available options are: • Codepage 437 - US • Codepage 851 - Latin 1 Multilingual • Codepage 1251 - Russian Cyrillic 3. Enter the following information in the Transmit Fax Protocol Options area: • Allow Error Correct Mode (ECM) - Click this option if you wish to apply error correction to outgoing faxes. Briefly, ECM sends out special signal packets to let the receiving machine check for garbled data and request that distorted portions be retransmitted. The alternative (no ECM) can result in transmission errors accumulating to a point where the receiving machine disconnects, regardless of how many good pages have already been sent. The entire transmission must then be re-sent. ECM may slow transmission. You must enable this option to use the MMR Data Encoding option. • Allow MMR Data Encoding - Select this option to enable MMR (ModifiedModified Read), a very efficient data encoding scheme that compresses a fax signal for faster transmission. ECM must be enabled to select this option. • Maximum Transmit Rate - Select a transmission rate for this system in bytes per second (bps). Select from 14,400; 12,000; 9,600; 7,200; 4,800; or 2,400. Normally, you would prefer the fastest transmission rate possible (14,400 bps); however, under certain adverse conditions (such as where phone lines are known to be noisy or the telephone infrastructure is unreliable) you might choose a slower rate. A slower BPS rate may improve the chances that faxes will complete without requiring re-transmission of all or part of the job. 4. Review the two independent options at the bottom of the dialog. You may select 51 4. Master Configuration both, either, or none, depending on their applicability. • Avoid simultaneous calls to the same number on different ports - One or more concurrent Streem Center jobs may be calling the same fax number. By default, this is allowed to occur, which may result in busy signals and needless retries. If you choose this option, Streem Center makes sure that none of the other system ports is connected to the same number it's preparing to call. • Play voice prompt before sending fax tones - Where a manually activated voice/fax switch is connected at the receiving end, select this option to play a voice prompt. The voice prompt asks the person who answers to switch to fax mode. Click Record to record the prompt now. 5. Click OK when you are done setting fax options and want to exit master configuration. If you want to apply your faxing options without leaving master configuration, click Apply. If you click Cancel you'll lose any unapplied (saved) changes and exit master configuration. 52 5. Events and Responses 5. Events and Responses Event Types Streem Center offers five main groups of events, each with related sub-types, from which you may choose when characterizing the set of conditions to which you are defining a response. These five event groups, and their sub-types, are: • Instance - An instance of a workflow has terminated abnormally. Other instances of the workflow are not affected. • Application - An application has halted abnormally. • Workflow - All instances of a particular workflow have halted abnormally. • Program - An external program has ending abnormally. • Database - A database is no longer usable or is unavailable. • Resource - A system resource (for example, disk storage) has been exhausted. • Configuration - One or more system hardware elements is inoperative or inaccessible. • Instance - Operation of an instance of a workflow has been impaired. Other instances of the workflow are not affected. • Application - Operation of an application has been impaired. • Workflow - Operation of all instances of a particular workflow have been impaired. • Program - Operation of an external program has been impaired. • Database - The integrity of a database has been compromised. • Resource - A system resource (for example, disk storage) is nearly exhausted. • Configuration - One or more system hardware elements is not fully operational. • • • Instance - Operation of an instance of a workflow is in danger of being impaired. Other instances of the workflow are not affected. Application - Operation of an application is in danger of being impaired. Workflow - Operation of all instances of a particular workflow are in danger of being impaired. • Program - Operation of an external program is in danger of being impaired. • Database - The integrity of a database is in danger of being compromised. 53 5. Events and Responses • Resource - A system resource (for example, disk storage) is in danger of being exhausted. • Configuration - One or more system hardware elements is in danger of being incapacitated. • Instance - A point in the processing of an instance has been reached. • Application - A point in processing of an application has been reached. • Workflow - A point in the processing of any instance of a particular workflow has been reached. • Program - A point in the execution of a program has been reached. • Database - A particular database is being accessed. • Resource - A system resource (for example, disk storage) is being utilized. • Configuration - A component of the system configuration has been added or dropped. Use heartbeat events to provide feedback about critical system functions when continuous operation must be ensured. If an expected heartbeat report is missing, the Event Monitor can automatically initiate emergency action. • Application Started - The application has begun execution. • Application Stopped - The application has halted execution. • Lost Heartbeat - An expected report was not received from a system component. Only the first and third lost heartbeats are reported. The system has certain events hard-coded into it. These events are reported to the Event Monitor along with events for which you have defined the triggers. For both hard-coded events and events you define, you may specify the action the system takes in response. Event Subtypes Events (other than Heartbeat) may be originating by a: • Workflow • Instance • Application • External program • Database • System Resources 54 5. Events and Responses • Configuration (system hardware) Heartbeat events may be originated when an: • Application starts • Application ends • A heartbeat is lost Application starts and stops are not automatically displayed on the Event Monitor; however, you may show them on the Event list and set responses for them by using the Send Event workflow item. Event Responses The Event Monitor window is the starting point for reviewing event activity and for setting up and modifying event responses. As an event occurs, it is reported to the Event Monitor and an entry is made in the Event Monitor list. Event Type - Streem Center offers five main groups of events, each with related sub-types. Workflow Name - The name of the workflow where the event originates. Item Name - The name of the workflow item where the event originates. Instance - The unique ID belonging to the workflow instance where the event originated. Time - The date and time when the event occurred. 55 5. Events and Responses Event Text - The text message that is associated with the event. Response 56 5. Events and Responses ____________________________________________________________________________ __ Setting up Event Responses To define an event response, select Configuration>Event Responses. The Event Responses List appears. Click the Add button. The Event Responses dialog appears: On the left is an Explorer-type list of the event types and sub-types. On the right is a dialog that allows you to specify specific event characteristics and the response you want to assign to the event. Defining an event response involves selecting an event type and, optionally, the conditions that trigger the event. Then you must specify the action to be taken when the conditions are met. The action may be the display of a message, playing of a sound, and/or start up of a Windows program. Assigning an Event Type and Sub-Type Streem Center has event reporting built into it. Under given conditions, a specific type of event will be reported to the Event Monitor. You may define the response the system will make to the event in any of several ways: • You may specify that the system take the same action in response to any event, regardless of type or sub-type. To do so, highlight Any Event Type at the head of the event type tree. • You may specify that the system take the same action in response to events of a given type, such as all Fatal Events, all Severe Events, etc., regardless of sub-type. To do so, highlight your choice, for example Fatal Event Types, Severe Event Types, etc. 57 5. Events and Responses • You may specify that the system take the same action in response to all events of a given type and sub-type, such as Fatal Events for Instances, or Warning Events for Resources. To do so, highlight your choice, for example FATAL_INSTANCE and WARNING_RESOURCE. • (Optional) You may specify that the system take action in response to any of the above kinds of events in combination with one or more triggers, or defining characteristics. To do so, highlight your type/sub-type choice, then provide the appropriate information in the Triggers portion of the Event Responses dialog. The trigger information may include any or all of the following items: • Computer Name - The name of the computer where the event originates. • Workflow Name - The name of the workflow where the event originates. • Item Name - The name of the workflow item where the event originates. • Event Text - The text message that is associated with the event. • Port Group - The port group where the event originates. • Port Number - If a port group has been identified, the port from which the event originates. Specifying the Response Action The Response section of the Event Responses dialog lets you specify the appropriate action for the event type, sub-type, and optional triggers you have identified. The response to an event may be any one or combination of the following: a message displayed on the master console or any remote NT client running the Event Monitor, a sound played on the master console or any remote NT client running the Event Monitor, and/or start up of a Windows program. Types of responses may be defined as follows: • Message - Click the Message checkbox. Enter the text of the message in the text entry area. If you wish to see what will be displayed, click the View Sample button. • Sound - Click the Sound checkbox. Select the name of the .wav file that contains the sound that should be played. If you wish to hear the .wav file, click the Play Sound button. • Program - Click the Program checkbox. In the Application Name field, enter the path and name of the program to be started. Click Browse if you wish to select from available applications. If you want to pass information to the program on the command line, click the appropriate checkbox(es): • Event Type • Date and Time • Computer Name • Workflow Name • Workflow Instance ID 58 5. Events and Responses • Streem Center Application Name • Event Text When you are done, click Add to initiate the event response. You will be returned to the Event Responses List, and the response you just set up will be highlighted. Or, if you decide not to initiate the event response, click Cancel. 59 6. Reports 6. Reports The Fax Liaison Reports database (Reports.adp) holds MS Access reports that detail Fax Liaison fax activity. The Reports database is dynamic in the sense that when a report is run it is retrieving live data from the Fax Queue database for review. Standard Reports Although you can prepare customized reports using Microsoft Access and the Reports database, Fax Liaison offers a selection of predefined standard reports that will meet most of your reporting needs. These reports include: • System Attempts - All – A report on all faxing activity, both failed and successful retrieved by month and year. • System Attempts - Failed – A report on failed faxes retrieved by month and year. • System Attempts - Success – A report on all successful faxes. Because the Fax Liaison reports are based in Windows Access, you can print them or save them as files. Running Reports Follow these steps to run the Fax Liaison standard reports. 1. Start Microsoft Access 2. Open the Reports.adp database. 3. When you open this database the Standard Reports dialog appears. 4. The Standard Reports dialog shows the reports available to you. To view the report you . A dialog box will appear asking for the year and want, press the print preview button month of the information requested (see below). 5. Enter the four-digit year and two-digit month as shown and press the OK button. 6. From here you can save or print this report. Report Descriptions System Attempts – All 60 6. Reports This report shows all fax calls place by the system, both successful and unsuccessful. Report entries are sorted by Job/Destination Number and Attempt Time. All attempts to complete a given job will be grouped together. For each call, the report also shows: • Attention Line 1 (the TO name) • Fax number called • Results (fax status) • Number of pages sent. System Attempts – Successful This report shows all successful fax calls placed by the system. Report entries are sorted by Job/Destination number and Attempt time. 61 6. Reports For each call, the report also shows: • Attention Line 1 (the TO name) • Fax number called • Results (fax status) • Number of pages sent. System Attempts – Failed This report shows all successful fax calls placed by the system. Report entries are sorted by Job/Destination number and Attempt time. For each call, the report also shows: • Attention Line 1 (the TO name) • Fax number called • Results (fax status) • Number of pages sent. 62 6. Reports For each call, the report also shows: • Attention Line 1 (the TO name) • Fax number called • Results (fax status) • Number of pages sent One the System Attempts – All and System Attempts – Success it also shows a summation of the total pages sent. 63 7. Cover Page Templates 7. Cover Page Templates You can prepare custom templates beforehand and store them on the Streem Center system; or, you may use the default cover page template stored in the \Streem Center\Documents folder as defaultcover.rtf. Selecting/Designating a Document as a Cover Page Template When you select the documents for your broadcast from the main Fax Broadcast window, you designate whether they are documents or cover pages as follows: 1. Add the document to the Documents list. 2. Highlight the document name. 3. Select Documents>Attributes or click Attributes. 4. Set Placement to Cover Page Template. 5. Click OK. Cover Page Templates You can prepare custom templates beforehand and store them on the Streem Center system; or, you may use the default cover page template stored in the \Streem Center\Documents folder as defaultcover.rtf. 64 7. Cover Page Templates Selecting/Designating a Document as a Cover Page Template When you select the documents for your broadcast from the main Fax Broadcast window, you designate whether they are documents or cover pages as follows: 6. Add the document to the Documents list. 7. Highlight the document name. 8. Select Documents>Attributes or click Attributes. 9. Set Placement to Cover Page Template. 10. Click OK. Creating a Cover Page Template A cover page template is a rich text format (.rtf) document. Most word processing applications (such as Microsoft Word and WordPerfect) allow you to create documents and save them in rich text format. Because rich text format preserves document formatting elements, the template can include any features that are available with your word processor (such as graphics, a variety of fonts, and formatted text). For Streem Center, when you create the document, you must specify where you want to place variable cover page information such as the TO name, the SUBJECT, the FROM name, by including a code. When the cover page is used in a broadcast, Streem Center automatically replaces the codes with the appropriate information drawn from system parameters and from broadcast options you have specified. (The codes themselves will not show on the faxed cover page.) The following codes are the ones you'll use when you create a template document. All of these codes are optional, though typically the recipient's name and the date are always included. Be sure to type the curly braces, { }, around each code. • {Attention} - Replaced with the recipient’s name, commonly referred to as the TO name. Be aware that this may be expanded to several lines of text if you have 65 7. Cover Page Templates multiple Attention lines specified in your distribution list parameters for a given destination. • {Date} - Replaced by the current system date, in the following style associated with the time/date information associated of the Streem Center computer. • {FaxNumber} - Replaced by the destination fax number. This information is drawn from the distribution list parameters. • {From} - Replaced by the fax sender’s name. Be aware that this may be expanded to several lines of text. The FROM name is set using Broadcast Options, Fax tab. • {Notes} or {Note} - Replaced by notes you want to include on the cover page. Set notes using Broadcast Options, Cover Page tab. • {Subject} - Replaced by the subject of the fax. The subject is set using Broadcast Options. • {Time} - Replaced by the current system time in 24-hour clock style, for example: 17:35. Custom Cover Page Design Hints Some parameters such as {Attention} and {Notes} may be replaced by several lines of text, depending on how you specified this information when preparing the broadcast. Keep this in mind when you design your template. Leave enough room for the amount of information you want to include on the cover page. Any text below the information already filled in will be moved down the page. If the layout of the template is simple and there is plenty of room at the bottom of the page, this may be acceptable. If not, the parameter codes can be placed within text boxes (called constrained text boxes with some word processors). Text boxes are usually available from the word processor’s drawing menu, and they can be made invisible with many word processors. By putting a code in a constrained text box, the associated information will be limited to that amount of text that can fit in the box. Some of the text may be cut off, but the page layout will remain intact. 66 7. Cover Page Templates Examples Following are some sample custom cover pages: 67 8. Logs 8. Logs Streem Center log files contain information about the activities of workflows and details on each call processed by the system. This information is automatically collected from several Streem Center databases. Log Files The Workflow Log and the Fax Log can be accessed from the Workflow Monitor window. The next sections describe the information available in these logs. The Workflow Log From the Workflow Monitor, select Tools>Workflow Log to open the Workflow Log: This log provides details on the activity of the Streem Center workflows. On the left side of the display is an Explorer tree showing each of the workflow items. On the right side are the following statistics: Statistical Category Description Name Name of the workflow item Type Schema 68 8. Logs Catalog Description Clicking the Workflow Items entry lets you see a dynamically updated summary of Workflow Log statistics on the right side of the display. That is, click a workflow item on the left to display the Workflow Log statistics for that item. For example, the statistics for the Fax_Broadcast block are shown below: The status icons have the following meanings: The item is processing or has completed processing normally. The item encountered an error. The item was reset. Log File Block Statistics The following tables are a representative sample of the blocks in the Workflow Log, showing the information provided for some of the types of items available. Application_Block Statistical Category Description Application_Block_ID Sequential number that identifies the item record. 69 8. Logs Application Name Name of the workflow that includes this item. DateTimeEntered Date and time when processing of this item started. Details Path and filename of file holding fax. Duration Number of seconds this item was processing. Encoding Type of fax encoding used. File List Instance Number of the instance that includes this item. Item Label Label assigned to this item. Log Info MajorStatus MaxSpeed Maximum transfer speed (bps). MinorStatus MinSpeed Minimum transfer speed (bps). Pages Number of pages in job. Port Port connected to to dial out. Remote_CSID Name or number that appears on the sending fax machine display. Resolution Fax Resolution: Standard or fine. Status Ready, Processing, or Cancelled. Track Track number if part of an instance track. User-entry WorkflowName Name of workflow that this block belongs to. COM_Router Statistical Category Description COM_Router_ID Sequential number that identifies the item record. DateTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. Instance Number of the instance that includes this item. ItemLabel Label assigned to this item. Log_Info Status OK, Reset, or Error condition. Track Track number if part of an instance track. User_Entry WorkflowName Name of the workflow that includes this item. 70 8. Logs Database_Block Statistical Category Description Database_Block_ID Sequential number that identifies the item record. DatabaseName (path of .mdb file) Path and filename of the Microsoft Access database associated with this item. DataTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. Instance Number of the instance that includes this item. Item Label Label assigned to this item. QueryName The name of the database query executed by this item. QueryParameters Parameters applied to this query. RecordCount The number of records in the database upon completion of processing. Status OK, Reset, or Error condition. Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Outbound_Fax_Queue Statistical Category Description DateTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. Instance Number of the instance that includes this item. ItemLabel Label assigned to this item. Job_ID The job ID assigned to the faxes transmitted by this Outbound Fax Queue item. Outbound Fax Queue ID Sequential number that identifies the item record. Status OK, Reset, or Error condition Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Deliver_to_Lotus_Notes Statistical Category Description DateTimeEntered Date and time when processing of this item started. Deliver to Lotus Notes ID Sequential number that identifies the item record. 71 8. Logs Duration Number of seconds this item was processing. FaxNumber The fax number of the inbound message recipient. The recipient’s DID number. From text The From name to appear on the message in the recipient’s inbox. Statistical Category Description Input file The file containing the document to be delivered. Instance Number of the instance that includes this item. ItemLabel Label assigned to this item. ServerName Name of the email server. Status OK, Reset, or Error condition. Track Track number if part of an instance track. VoiceMailAccessNumber Number used to access the voice mail box. VoiceMailExt. Number identifying the user’s box. VoiceMailType WorkflowName Name of the workflow that includes this item. Fax_from_MS_Exchange Statistical Category Description DateTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. Fax_from_MS_Exchange_ID Sequential number that identifies the item record. From text Who the message is from Instance Number of the instance that includes this item. Item Label Label assigned to this item. Server_Name The network location and name of the MS Exchange server. Status OK, Reset, or Error condition. Subject The subject of the message. It will appear in the delivery notification message. To text Name of recipient. Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Directory_Connectivity Statistical Category Description DateTimeEntered Date and time when processing of this item started. 72 8. Logs Directory_Connectivity_ID Sequential number that identifies the item record. Duration Number of seconds this item was processing. Input_File The path and filename of the input file. Instance Number of the instance that includes this item. Item_Label Label assigned to this item. Output_File The path and filename of the output file. Status OK, Reset, or Error condition. Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Email Connectivity Statistical Category Description DateTimeEntered Date and time when processing of this item started. Direction Inbound or outbound email. Duration Number of seconds this item was processing. Status OK, Reset, or Error condition. Email_Connectivity_ID Sequential number that identifies the item record. From_text Message originator Host_Profile_Name File containing host logon information. Input_File (Inbound only) The path and filename stem where the incoming document(s) is to be held. Instance Number of the instance that includes this item. Item_Label Label assigned to this item. Number_of_Documents (Inbound only) Number of attached documents. Output_file (Outbound only) The path and filename of the document to be sent. Password Logon password. Status OK, Reset, or Error condition. Subject Subject of the email message. Totext Recipiient’s name. Track Track number if part of an instance track. UserID Logon ID. WorkflowName Name of the workflow that includes this item. Broadcast_Description_File The path and filename of the file that contains complete information on this broadcast. DateTimeEntered Date and time when processing of this item started. Fax_Broadcast_ID Sequential number that identifies the item record. 73 8. Logs Instance Number of the instance that includes this item. Item_Label Label assigned to this item. Status OK, Reset, or Error condition. Track Track number if part of an instance track. Workflow Name Name of the workflow that includes this item. FTP Connectivity Statistical Category Description DateTimeEntered Date and time when processing of this item started. Direction Inbound or outbound FTP. Duration Number of seconds this item was processing. FTP_Connectivity_ID Sequential number that identifies the item record. Host_Name The FTP server address. Input_File (Inbound only) The path and filename of the download file. Instance Number of the instance that includes this item. Item label Label assigned to this item. Output File (Outbound only) The path and filename of the file to be uploaded. Password Logon password. Status OK, Reset, or Error condition. Track Track number if part of an instance track. User ID Logon ID WorkflowName Name of the workflow that includes this item. Inbound_Call_Distributor Statistical Category Description CalledNumber The caller’s phone number (only where ANI or DNIS are available.) CallingNumber The caller’s phone number (only where ANI or DNIS are available.) DateTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. Inbound_Call_Distributor_ID Sequential number that identifies the item record. Instance Number of the instance that includes this item. Item_Label Label assigned to this item. Port The port group and channel serving this call. Status OK, Reset, or Error condition. 74 8. Logs Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Printer_Block Statistical Category Description DateTimeEntered Date and time when processing of this item started. Duration Number of seconds this item was processing. File_to_Print The path and filename of the document to be printed. Instance Number of the instance that includes this item. ItemLabel Label assigned to this item. Printer The network address of the printer to be used. Printer_Block_ID Sequential number that identifies the item record. Status OK, Reset, or Error condition. Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Inbound_Fax Statistical Category Description DateTimeEntered Date and time when processing of this item started. Details Path and filename of file holding the incoming fax. Duration Number of seconds this item was processing. Encoding Type of fax encoding used. Inbound_Fax_ID Sequential number that identifies the item record. Instance Number of the instance that includes this item. Item_Label Label assigned to this item. MajorStatus Fax protocol status MaxSpeed Minimum receive speed in bps. MinorStatus Other call status information. MinSpeed Minimum receive speed in bps. OutputFile The path and filename where the incoming fax is held. (Filenames randomly assigned by Streem Center.) Pages Number of pages received. Port The port group and channel serving this call. RemoteCSID Fax phone number receiving the fax. Resolution Fax resolution of received fax. Fine or standard. 75 8. Logs Status OK, Reset, or Error condition Track Track number if part of an instance track. WorkflowName Name of the workflow that includes this item. Process Proxy Statistical Category Description Command_Line The path, executable file, and command issued by this item. DateTimeEntered Date and time whe processing of this item started. Duration Number of seconds this item was processing. Instance Number of the instance that includes this item. ItemLabel Label assigned to this item. Process_Proxy_ID Sequential number that identifies the item record. Status OK, Reset, or Error condition. Track Track number if part of an instance track. The Fax Log From the Workflow Monitor, click Tools>Fax Queue to open the Fax Queue Viewer. From the View menu on the Fax Queue Viewer select FaxLog Mode: This log provides details on fax activity. On the left side of the display is an Explorer tree showing each of the fax jobs. Click the job entry to see a dynamically updated summary of information about each destination in the selected job. The information shown is as follows: 76 8. Logs Fax Log Characteristic Description Job Description The job ID and fax destination. Fax Number The fax phone number called. Attention Line 1 The TO name. Result Success or error message. Last Attempt The date and time of the last attempt. The status icons have the following meanings: The fax is processing or could not be delivered. The fax was successfully delivered. Job Properties Double click a job entry in the Explorer tree to display the Job Properties dialog for that job: Click the tabs to see a complete summary of job information. Destination Properties Double click a specific fax job destination to display the Destination Properties dialog for that destination: 77 8. Logs Click the tabs to see a complete summary of destination information. 78 9. Email Integration 9. Email Integration Streem Center's email integration enhances the value of Microsoft Exchange by enabling unified fax and email messaging on any company's local area network (LAN). Users get full-featured faxing without individual modems, fax boards, or phone lines. With Streem Center, users can send and receive faxes and email right from their Exchange mailbox. Streem Center offers accurate and confidential inbound fax routing to Exchange mailboxes, with retrieval to the local workstation, networked printers, or any fax machine worldwide. Streem Center supports email integration with Microsoft Exchange, Lotus Notes or GroupWise (see Features section listed below). This section describes administrative procedures for email integration with Streem Center. It also reviews client procedures for sending and receiving faxes and for retrieving email and fax messages from a remote location via fax (Fax Mail). Features Streem Center, working in conjunction with Microsoft Exchange, GroupWise or Lotus Notes, offers these features: • Serves an unlimited number of clients. • Ensures secure and confidential fax handling. • Provides standard and fine fax resolutions. • Links to PBX for automated routing of inbound fax messages. • Links to voice mail for automatic new mail notification. • Allows clients to view, print, and forward faxes from the email inbox. Clients need to know only one software interface: the email system. • Allows outbound messages to be generated in any application that allows printing (for example, MS Word, MS Excel, etc.). The message is automatically rendered into faxable TIFF (.tiff) format before being sent. • Allows outbound messages to be sent from within any email-enabled application (for example, MS Word, MS Excel, etc.). • Allows remote retrieval of fax and email messages via fax. Clients can access fax and email messages from any fax machine in the world. • Provides faxing for multiple Microsoft Exchange, Lotus Notes or GroupWise servers on one system. • Requires only one client database to administer for both fax and email. • Does not require new software at each client workstation. Streem Center uses your existing email package. • Does not install any hardware on your email server. • Does not require a per-user licensing fee. Overview 79 9. Email Integration Streem Center/email integration is accomplished by Streem Center STMP server software on the email server. The SMTP server provides an interface between the Streem Center server and the email server. Outbound Faxing Email integration allows network clients to initiate faxes and email from within their desktop applications or to work directly from within their email program and attach documents for email or fax delivery. Either way, fax traffic is automatically forwarded to the Streem Center server through the SMTP server for transmission. Outbound faxes may be submitted to the public switched telephone network (PSTN) or, when an organization has multiple Streem Center sites, sent over a wide area network (WAN) or the Internet to a remote Streem Center location for more economical delivery. The Streem Center server handles rendering of documents destined for fax delivery (that is, it changes the documents into a faxable format). The Streem Center SMTP Server creates a message file and puts it in the OUT directory where it is picked up by the Streem Center server. A fax from MS Exchange, Lotus Notes or GroupWise workflow creates a job in the Outbound Fax Queue. This offloads the procedure from the client's workstation or the email server. Notification of the success or failure of the fax transmission is returned to the client as an email message using the Email Connectivity workflow item. Inbound Fax Delivery Inbound fax traffic can be routed to clients using various methods, including DID mapping based on individual PBX extensions assigned to each client. The DID number is actually stored in the FAX field on each client's Phone/Notes properties dialog. No client administration is required on the Streem Center system. Inbound faxes are automatically forwarded to the appropriate client’s Exchange mailbox by the Streem Center SMTP Server. Fax delivery to individual clients is secure and confidential. Received faxes are automatically converted to TIFF graphic file attachments. The Exchange graphic viewer is launched to display the fax when the client clicks a fax item in their mailbox. Fax messages may be saved, printed, and forwarded like any other mail message. A default recipient mailbox may be set up for manual review and resolution of inbound faxes that have no DID number or an incorrect DID number. In addition, departmental DID addresses can be set up for "semi-automatic" fax message delivery. In this case, a department representative receives all faxes coming to the departmental DID number and forwards them to the appropriate client. If employees prefer, and if email technology is available at the remote location, they can retrieve fax messages as email attachments. Fax Mail In many organizations, employees are mobile. Not only telecommuting employees, but sales reps, executives, and branch office employees spend some or all of their time away from the home office. Streem Center's Fax Mail features allow clients to access their email inboxes via touch-tone phone in order to retrieve fax and email messages to any fax machine worldwide. Fax Mail functions as follows: 80 9. Email Integration • The Fax Mail client calls their voice mail and receives notification that a new fax has arrived. • The client transfers the call to the Streem Center System extension. The Fax Mail user can also call directly to the Streem Center system, if preferred. • The Fax Mail user follows the voice prompts, enters their mailbox number, their password, and the ten-digit area code and fax number where they would like the fax(es) delivered. • The Streem Center system transmits the fax. • The Exchange and Notes users can retrieve email messages in addition to faxes. This is much easier than setting up a laptop, going on line, checking email, and retrieving faxes. Senders benefit from Fax Mail by having one fax number to send to, regardless of the recipient’s location. Recipients benefit from having their faxes follow them wherever they go. Microsoft Exchange The Streem Center SMTP Server software is installed on your Streem server with the assistance of a Streem Technical Support technician. Client Procedures - Microsoft Exchange 2000/2003 Configuration for Streem Fax This configuration is necessary when using Outlook as the email client. This allows users to send faxes using the [fax:5551212] format. This also allows for direct faxing from entries in the Contacts list. In order to route outbound email to fax destinations, a simple SMTP connector is required on the Microsoft Exchange Server. This connector routes all messages of type FAX to the Streem Server for conversion and processing via SMTP. Inbound faxes are handled by the Streem server and sent to Exchange recipient’s primary SMTP address via SMTP. Exchange 2000/2003 Connector Setup: 1. From the Connectors folder in the Exchange Manager, select New SMTP Connector 2. Enter a name for the connector – Streem standard is “FAX” 3. Add the Streem Server name or IP address (using []) as the smart host 4. Add the bridgehead server(s) 81 9. Email Integration 1. From the Address Space tab, Add an address space of Other 2. Set the type to FAX 3. Set the cost to 1 4. Set the address to “*” – this will route all messages of type FAX 82 9. Email Integration 83 9. Email Integration 1. Select Entire organization 2. Click on Apply and OK. This completes the Exchange configuration necessary for Streem to handle outbound fax messages. This section outlines procedures for Microsoft Exchange clients when sending, receiving, and remotely retrieving faxes. Sending Faxes Any printable document may be faxed. The documents to be faxed are submitted either as email messages or as attachments to email messages. The Streem Center server handles the rendering of documents (that is, changing the message or the attached document into a faxable TIFF format) destined for fax delivery. The textual email message (to which documents may be attached) is placed on the fax cover page if it is less than 20 lines in length. Texts longer than 20 lines are sent as separate attached documents, following the cover page. Addressing Addressing is accomplished in either of two ways: using the Address Book or entering the fax number on the To... line in the following format: [fax:1234567890]. 84 9. Email Integration Setting Up Fax Address Book Entries As a fax aware application, Exchange lets clients select fax-type addresses from their Exchange Address Book. For example, if Jason McCord is set up with a fax address in his Phone/Notes properties, he will have a fax address in the systemuserlist. Selecting Jason's fax address from the Address Book when sending a message will send the attached document to him as a fax. Fax Number on the To... Line The fax phone number may be specified on the To... line of the email message form, following the keyword MSFAX: and enclosed in brackets. For example: To... [FAX: 9415963902] or [FAX:Nicholas Clark@9415963902] Separate multiple addresses using the semicolon: To... [FAX:9415963902];[FAX:8887241021] Sending a Fax from Outlook Access Outlook and select New Mail Message from the menu bar options. The email message form appears. Select destinations from the Address Book or enter the fax address on the To... line in the following format: [fax:1234567890]. If you wish, type a message in the message area. If you want to attach a document, select Insert>File. You may also drag in attachments from the Explorer tree. When you are ready, click the Send icon to send the fax. Sending a Fax from Within an Application You may send a document as a fax while working within the application used to prepare the document if the application is fax enabled. Fax enabled applications will have a File>Send menu bar option. When you select File>Send, the email message form appears. The document you currently have opened will appear as an attachment icon in the message area. (Use Insert>File to attach other documents, if you wish.) Select destinations from the Address Book, or enter the fax address on the To... line. If you wish, type a message in the message area. When you are ready, click the Send icon. Fax Mail Delivery Confirmation Streem Center sends an email message to your Exchange Inbox to show the delivery status of the fax. The status message lists each addressee and tells whether the fax was successfully delivered, or if not, the reason the fax could not be delivered. Reading Faxes When a new fax message is received, an entry appears in the client's Exchange Inbox. Clicking the listing displays the contents of the message. The client clicks the attached document icon to display the document. Under Windows NT and Win95/98, a built-in TIFF imaging application is launched when the client clicks on a fax item listed in the Exchange Inbox. Under Windows 3.11, a Streem Center TIFF viewer is launched. Faxes can be treated like any other email message in Exchange: they can be read, 85 9. Email Integration forwarded, printed, deleted, and so on. Remote Fax Retrieval with Fax Mail Follow these steps to retrieve your faxes and/or your email to a fax machine: 1. Call the Streem Center access number from a touch-tone phone or fax machine handset. 2. Enter your Fax Mail mailbox number (DID number) and your Fax Mail password at the prompt. If the number of incorrect attempts to enter the mailbox and password exceeds the Fax Mail Failed Access Limit, your Fax Mail is disabled as a security precaution. The Exchange Administrator must re-enable your Fax Mail feature for you. 3. Follow the Fax Mail voice prompts to request a faxed or audio list of new email and fax messages, or to select the messages you want faxed to you. If you are calling from a fax machine, you may have your faxes sent to you as part of the same phone call. (Only TIFF files and text files can be retrieved in the same phone call. Other types of messages may only be delivered in a separate phone call initiated by Streem Center.) The voice prompts will tell you when to press the Start button on the fax machine to begin receiving your faxes. If you are calling from a touch-tone phone, follow the prompts to enter the phone number of the fax machine where your messages should be delivered. Your messages will be delivered to that fax machine in a separate call. Administrative Procedures - Lotus Notes The Streem Center Gateway software is installed on your Lotus Domino server with the assistance of a Streem Technical Support technician. Once the gateway is installed, the Lotus Notes Gateway Configuration program is used to configure the Streem Center Gateway for Streem Center-Lotus Notes integration. The following information describes the configuration options. Lotus Notes Administration for Streem Center 1. Select Start>Programs>Lotus Applications>Lotus Notes from the Desktop. The Lotus Notes main window appears. 2. Select the Actions>FL Gateway Properties. The Streem Center Gateway Properties dialog appears. The dialog has the following tabs: • Options • Tasks • Voice Mail • Fax Mail 3. Set properties for each tab as appropriate for your installation. 86 9. Email Integration Options Properties Provide the following information: • Gateway Server - The name of the Lotus Domino server on which the Streem Center gateway is installed (for example, CN=SC Notes /O=Streem/C=01). • Gateway Domain - The domain name of the Streem Center Gateway (for example, FAX). • Gateway Mailbox - FLLNGateway.ncf. Click Apply to put your changes into effect and continue with configuration. Click OK to put your changes into effect and exit the dialog. Click Cancel to exit the dialog without putting your changes into effect. Tasks Properties Use this page to define the folders and polling intervals for Streem Center Gateway activity. Provide the following information: • Inbound Task - The folder where inbound fax messages will be held for delivery to Lotus Notes (for example, D:\FaxGateway\In). • Perform Inbound Task Every __ Minutes - The frequency with which the Streem Center Gateway sweeps the In folder for new inbound faxes. • Outbound Task - The folder where outbound fax messages will be held for delivery to Streem Center (for example, D:\FaxGateway\Out). • Perform Outbound Task Every __ Minutes - The frequency with which the Streem Center Gateway sweeps the Out folder for new outbound faxes. Click Apply to put your changes into effect and continue with configuration. Click OK to put your changes into effect and exit the dialog. Click Cancel to exit the dialog without putting your changes into effect. Voice Mail Properties 1. Provide the default information about the voice mail system that interfaces with Streem Center. If necessary, defaults may be customized for individual clients in a separate step. • • Default Voice Mail Type - Select one of the following: • None • AT&T Audix • Meridian Mail • Octel Voice Mail • Rolm Phone Mail • VMX Voice Mail • Other or customized voice mail Default Voice Mail Access Number - Provide the extension Streem Center uses to call the voice mail system when a fax has been received for a client. 87 9. Email Integration • Voice Mail Extension Field - Provide the number to be called when the client receives a new fax (if voice mail is available). Options include: • Users Voice Mail Extension • Office Phone Number • Cellular Phone Number • Home Phone Number If other than User Voice Mail Extension, you may specify that only the last few digits of the number be dialed. If only the last portion of the number is to be dialed, check the Use Only Last n Digits checkbox and specify the number of digits that are to be called. 2. Click Apply to put your defaults into effect. 3. Change the defaults for individual users as necessary. To do so, highlight the name of the user for whom you wish to change the defaults and click Edit. The Edit User Voice Mail Parameters dialog for that user appears. When you are done customizing user settings, click OK to put your changes into effect and exit the dialog. Click Cancel to exit the dialog without putting your changes into effect. Fax Mail Properties 1. Provide default Fax Mail parameters. If necessary, defaults may be customized for individual users in a separate step. • Default Password - The default Fax Mail password set for all users. The user should change this to ensure confidentiality of fax mail. • Failed Access Limit - The number of times the user may enter an incorrect password when attempting to access Fax Mail. If additional incorrect attempts are made, Fax Mail is disabled for the user as a security precaution. The administrator must then edit the user's properties from this dialog to re-enable the Fax Mail feature for that user. See Step 3. • Fax Mail Extension Field - The client's fax mail extension may be specified explicitly, or it may be derived from one of the client's Notes Person setup properties. Options include: • Users Fax Mail Extension • Office Phone Number • Cellular Phone Number • Home Phone Number If other than User Fax Mail Extension, you may specify that only the last few digits of the number be dialed. If only the last portion of the number is to be dialed, check the Use Only Last n Digits checkbox and specify the number of digits that are to be called. 2. Click Apply to put your defaults into effect. 3. Change the defaults for individual users as necessary. To do so, highlight the name of the user for whom you wish to change the defaults and click Edit. The Edit User Fax Mail Parameters dialog for that user appears. The Fax Mail Retrieval Enabled 88 9. Email Integration option is available to enable the Fax Mail feature for the user. To Enable Fax Mail If a user’s Fax Mail feature has been disabled because the Failed Access Limit has been exceeded, open the Edit User Fax Mail Parameters dialog and check the Fax Mail Retrieval Enabled checkbox to re-enable Fax Mail. • Fax Mail Extension - Provide the client's Fax Mail extension. If User Fax Mail Extension was specified in the Fax Mail Extension Field (see Step 1), you must enter the client's Fax Mail extension here. • Mark Messages as Read - Check this box if you want new messages to be flagged as having been read once the message has been retrieved by the client. When you are done customizing user settings, click OK to put your changes into effect and exit the dialog. Click Cancel to exit the dialog without putting your changes into effect. Client Procedures - Lotus Notes This section outlines procedures for Lotus Notes clients when sending, receiving, and remotely retrieving faxes. Sending Faxes Most printable documents may be faxed. The documents to be faxed are submitted either as email messages or as attachments to email messages. The Streem Center server handles the rendering of documents (that is, changing the message or the attached document into a faxable TIFF format) destined for fax delivery. The textual email message (to which documents may be attached) is placed on the fax cover page if it is less than 20 lines in length. Texts longer than 20 lines are sent as separate attached documents, following the cover page. Addressing Addressing is accomplished in either of two ways: selecting from the Address Book or explicitly entering the fax number on the New Memo window To: line. Setting Up Fax Address Book Entries Lotus Notes clients may set up fax addresses in their select fax-type addresses from their Notes Address Book. To set up a fax address, create a separate Address Book entry for the fax destination. In the Full User Name field, make it clear that this address is for use when faxing from the Streem Center Gateway. For example: Jason McCord - Streem Center. This will distinguish the fax address from other addresses you may have for this person. In the Mail Address field, specify the fax address in the following format: 89 9. Email Integration name@fax-phone-number@FAX For example: Jason McCord@9416435070@FAX Selecting Jason's fax address from the Address Book when sending a message will send the Notes Memo (and the attached document, if you have selected one) to him as a fax. Manually Entering the Fax Address on the To: Line The fax phone number may be specified on the To: line of the Notes Memo, without selecting it from the Address Book. For example: To: Jason McCord@941-643-5070@FAX Multiple addresses, separated by commas, may be entered on the To: line. Sending a Fax from the Lotus Notes Window 1. Access Lotus Notes and select the New Memo button. The New Memo window appears. 2. Select destination from the Address Book, or enter the fax address on the To: line. Type a note in the message area. Click Send to fax the Notes Memo. Or, if you want to attach a document to be faxed along with the note, click the Attach icon. The Create Attachment dialog appears. 3. Select the document you wish to fax. (Most documents that can be printed can be faxed.) Then click Create. You are returned to the New Memo window, where the attachment icon now appears. 4. Click Send to send the fax. The attached document will automatically be rendered in a faxable TIFF format and sent along with your Notes Memo. Fax Mail Delivery Confirmation Streem Center sends an email message to your Lotus Notes Inbox to show the delivery status of the fax. The status message lists each addressee and tells whether the fax was successfully delivered, or if not, the reason the fax could not be delivered. Double click the new entry to read the status report. Reading Faxes When a new fax message is received, an entry appears in the client's Lotus Notes Inbox. 1. Click the listing to display the contents of the Notes Memo. 2. Click the attached document icon to display the Message Properties dialog. 3. Click View to display the message. Under Windows NT and Win95/98, a built-in TIFF imaging application is launched when the client clicks on a fax item listed in the Lotus Notes Inbox. Under Windows 3.11, a Streem Center TIFF viewer is launched. Faxes can be treated like any other email message in Lotus Notes: they can be read, forwarded, printed, deleted, and so on. Remote Fax Retrieval with Fax Mail Follow these steps to retrieve your faxes and/or your email to a fax machine. 1. Call the Streem Center access number from a touch-tone phone or fax machine 90 9. Email Integration handset. 2. Enter your Fax Mail mailbox number (DID number) and your Fax Mail password at the prompt. If the number of incorrect attempts to enter the mailbox and password exceeds the Fax Mail Failed Access Limit, your Fax Mail is disabled as a security precaution. The Lotus Notes Administrator must re-enable your Fax Mail feature for you. 3. Follow the Fax Mail voice prompts to request a faxed or audio list of new email and fax messages, or to select the messages you want faxed to you. If you are calling from a fax machine, you may have your faxes sent to you as part of the same phone call. (Only TIFF files and text files can be retrieved in the same phone call. Other types of messages may only be delivered in a separate phone call initiated by Streem Center.) The voice prompts will tell you when to press the Start button on the fax machine to begin receiving your faxes. If you are calling from a touch-tone phone, follow the prompts to enter the phone number of the fax machine where your messages should be delivered. Your messages will be delivered to that fax machine in a separate call. Client Procedures – SMTP Connector For desktop faxing to work in Microsoft Exchange environments, an SMTP connector needs to be created on the Exchange server that routes messages destined to a fax number, to the Streem Center server for processing. It is possible to send faxes from many different applications including Microsoft Outlook, 3rd party email clients, scan to email multi function devices, or custom applications such as mainframe or web based applications. There are 3 distinct configurations for the SMTP connector depending on the environment and the required applications or device that must be supported. Note: This document is provided as a guideline and covers only basic Microsoft Exchange installations. If your Exchange environment is more complex than what is illustrated, please discuss this with a Streem implementation technician or Streem Support if you have any questions. It is the responsibility of the customer to ensure that email is routed through the Exchange mail system and reaches the Streem Center server. 91 9. Email Integration Configuration 1 This is used when the Exchange server and Streem server are located at the same site. This configuration requires that only Outlook clients are used. Other 3rd party email clients and scan to email devices are not supported for faxing using this configuration. This method integrates best with Microsoft Outlook, allowing the use of the Business Fax field within Contacts. Using this connector, faxes are sent from within Microsoft Outlook by addressing an email to [fax:5551212] (where 5551212 is the fax number). Users can also choose Business Fax recipients from Outlook contacts to address the email. To create this connector on the Exchange server, follow these 4 steps: 92 9. Email Integration Step 2 1 - Click Address Space Click the Address Space Tab Check “Allow messages to be relayed to these domains” Click the Add button Choose Other Click OK 4 - Choose Other and click OK 3 – Click Add 2 – Check “Allow messages to be relayed to these domains” 93 9. Email Integration 94 9. Email Integration This completes the SMTP connector creation. 95 9. Email Integration Configuration 2 This configuration is used when it is necessary to send faxes using the [email protected] format (where 5551212 is the fax number). Mostly used when sending faxes using a custom application, scan to email devices, or when using an e-mail client other than Outlook. This configuration assumes ABC Corp has a Streem server, one Exchange server, and is using email clients other than Microsoft Outlook. This can include POP3 clients, IMAP clients, Scan to email devices, and custom mainframe or web applications. Note: This configuration can be used in combination with the configuration 1 to allow Microsoft Outlook users the ability to send faxes using the [fax:5551212] format, as well as use the business fax field from within contacts. You simply need to create both connectors on the Exchange server. 96 9. Email Integration 97 9. Email Integration 98 9. Email Integration 99 9. Email Integration This completes the SMTP connector creation. 100 9. Email Integration Configuration 3 Organization with 1 Exchange server and multiple Streem servers in multiple locations ` Chicago Streem Server (fax.chicago.acme.com) Chicago email client ([email protected]) ` Fax Machine Corporate Exchange server SMTP connector with Fax.chicago.acme.com Fax.dallas.acme.com Dallas email Client ([email protected]) Dallas Streem Server (fax.dallas.acme.com) Fax Machine This configuration is similar to configuration 2. The difference is that there are multiple Streem servers, but only one Exchange server. In order to ensure that the fax messages are routed to the proper Streem server, it is necessary to have multiple connectors installed on the Exchange server, one for each location. The diagram above assumes that the ACME Company has a central Exchange server, and a Streem server located in the Chicago office, and another Streem server in the Dallas office. It is necessary to create a SMTP connector for each location, using the city in the sub domain to keep them unique. To create this connector on the Exchange server, follow these 4 steps for each connector that you will be creating: 101 9. Email Integration 102 9. Email Integration 103 9. Email Integration 104 9. Email Integration Repeat this configuration for each additional sub domain. Email Integration Streem Center provides outbound and inbound fax capabilities for Lotus cc:Mail, Microsoft Mail, GroupWise, and any MAPI or SMTP compliant email system. Streem Center can support multiple email integration on one system, allowing organizations with heterogeneous email environments to maintain a single source for network faxing. Outbound Faxing Email clients start their email program and attach document files for outbound faxing. The recipient's fax number and name are entered on the first two lines of the email message. The email is then forwarded to the Streem Center administrative address (such as Fax Administrator or, simply, Fax) on their email server. Attached files are automatically converted to fax format prior to transmission. Conversion (rendering) takes place on the Streem Center server. This offloads the procedure from the client's PC or the email server. 105 9. Email Integration Notification of the success or failure of the fax transmission is sent back to the user as an email message. Inbound Fax Delivery Streem Center supports a variety of inbound routing options including DID mapping. Mapping DID numbers to client mailboxes is handled by the Streem Center Mail Administrative program. The Streem Center Administrator maintains the client database for DID to email address translation. Inbound faxes are automatically converted to TIFF email attachments and forwarded to the proper client's inbox. When the user clicks on the entry for the fax message, a TIFF viewer is automatically launched to display the fax message. Fax messages may be saved, printed and forwarded like any other mail message. New fax mail notification via voice mail is also available. Administrative Procedures - Lotus cc:Mail A separate Streem Center Email User database (FLEmailUser.mdb) resides on the Streem Center server. This database is used by Streem Center to associate fax clients with email clients. Each fax client must be listed in this database to enable Streem Center to properly route incoming faxes. To open the database, click the FL Email User Database icon. The Streem Center Email User Database Manager window appears. Adding a New Fax Client 1. Select Edit>New Record from the Streem Center Email User Database Manager window menu bar options to add a new fax client. The Add New Record dialog appears. 2. Provide the following information: • User ID - Enter the sequential number automatically assigned by Streem Center to identify the user. • First Name - Enter the user's first name. • Last Name - Enter the user's last name. • DID Number - Enter the DID number assigned to this user. This is the phone number to which faxes for this user are sent. • Voice Mail ID - Enter the user's voice mail extension (where voice mail integration is available). • Voice Mail Number - Enter the extension Streem Center uses to call the voice mail system when a fax has been received for a user (where voice mail integration is available). • Email Address - Enter the user's email address. • Cover Page File - Enter the path and filename of the cover page that will be sent with this user's faxes. 106 9. Email Integration • Total Faxes Sent - Enter the count of the number of faxes this user sent as recorded in the current Fax Log. • Total Faxes Received - Enter the count of the number of faxes this user received as recorded in the current Fax Log. • Last Received - Enter the date and time of the most recent fax received by this user as recorded in the current Fax Log. • Last Sent - Enter the date and time of the most recent fax sent by this user as recorded in the current Fax Log. • Voice Mail Type - Select one of the following: • AT&T Audix • Meridian Mail • Octel Voice Mail • Rolm Phone Mail • VMX Voice Mail • Other or customized voice mail. • Email Type - Select MAPI or SMTP. (cc:Mail is a MAPI-type email system). • Send Permission - Check this box if the user may send faxes. • Receive Permission - Check this box if the user may receive faxes. 3. Click OK to establish this user as a fax client. Client Procedures - Lotus cc:Mail This section outlines procedures for cc:Mail clients when sending, receiving, and remotely retrieving faxes. Sending Faxes Any printable document may be faxed. The documents to be faxed are submitted either as email messages or as attachments to email messages. The Streem Center server handles the rendering of documents (that is, changing the message or the attached document into a faxable TIFF format destined for fax delivery. Any textual email message (to which documents may be attached) is sent as a separate page following the fax cover page. A cover page selected by your company is always sent with your fax, whether or not you send other documents along with it as attachments. You may fax a cover page alone, or a cover page with one or more attached documents. (Any printable document may be faxed as an attached document.) The Streem Center server handles the process of changing your attached documents into a faxable format automatically, behind the scenes. 1. Select Message>New Message from the menu bar options (or click on the New Message toolbar button) from the cc:Mail main window. The New Message window 107 9. Email Integration appears. 2. Click the Address button to display the cc:Mail Address Message dialog. A special administrative ID is used to route fax messages from cc:Mail to Streem Center. Find the Streem Center system ID in the directory list (it is usually called Fax Administrator, or, simply, Fax). Select it and click Add. Then click Done to return to the New Message window. The Streem Center administrative ID will appear in the Address list. 3. (Optional) Type a subject in the Subject line. This subject will appear on the fax message and will identify the fax status message returned to your Inbox by Streem Center when the message has been faxed. 4. Tab to the message text entry area. The first two lines of the message MUST contain FAX: followed by the destination fax phone number, and TO: followed by the recipient's name. For example: 5. Skip a line and type your message. The message will be faxed on a separate page, following your fax cover page. When you are ready to send the fax, select Message>Send. Once the fax has been sent, an entry will be returned to your cc:Mail Inbox to advise you that your fax has been delivered. Attaching a Document To Be Faxed 1. Select Attach>File from the New Message dialog. The Attach Files dialog appears. 2. Select a document to be attached by highlighting it and clicking the Add button. Attach additional documents by adding them in the same way. When you are done selecting attachments, click Done to return to the New Message window. The documents you have attached will be listed in the upper right-hand corner of the window. 3. Select Message>Send when you are ready to send the fax. Once the fax has been sent, an entry will be returned to your cc:Mail Inbox to advise you that your fax has been delivered. Receiving Faxes When you receive a fax, an entry appears in the list of messages displayed in your cc:Mail Inbox. You may also receive voice mail notification if it is available at your company. In the Author area, the new fax listing shows the cc:Mail user ID assigned to the Streem Center system at your company. Some organizations use Fax Administrator for the Streem Center ID. The listing also shows when the fax was received and the size of the message in kilobytes. Reading a New Fax From the cc:Mail Inbox, click on the entry for the new fax message. The Lotus cc:Mail image viewer will be launched to display the fax. The fax may be printed, forwarded, or deleted like any other cc:Mail message. Remote Fax Retrieval with Fax Mail If your organization uses the Streem Center Fax Mail feature, you may retrieve your faxes to any fax machine, wherever you are. Note: Only messages that 108 9. Email Integration have not been downloaded from the Streem Center server to the cc:Mail server may be retrieved remotely. To enable remote fax message retrieval, call the Streem Center direct access phone number and select the Fax Mail Mode option. You must later disable this option to resume receiving faxes at your cc:Mail Inbox. 1. Call the Streem Center direct access phone number from a touch-tone phone or fax machine handset. 2. Enter your Fax Mail mailbox number and your Fax Mail password at the prompt. If you make too many incorrect attempts to enter your mailbox number and password, your Fax Mail access will be disabled as a security precaution. Contact the Streem Center Administrator to re-enable Fax Mail access. If you are calling from a fax machine, you may have your faxes sent to you as part of the same phone call. The voice prompts will tell you when to press the Start button on the fax machine to begin receiving your faxes. If you are calling from a touchtone phone, the voice prompts will direct you to enter the phone number of the fax machine where your messages should be delivered. Your messages will be sent in a separate call. 109 10. Call Progress Monitoring 10. Call Progress Monitoring With call progress monitoring, Streem Center listens for tones during an outbound call and depending on what it hears, takes appropriate action for greater efficiency and cost savings. Call progress monitoring senses whether the called line is busy, is ringing, or has been answered by voice or fax. In addition, call progress monitoring detects dial tone and operator intercept tones (SIT). Various levels of call progress monitoring are available: Fully Enabled, ThroughFirst-Ring-Back-Only, and Disabled. Through-First-Ring-Back- Only listens for dial tones through the first ring and is the recommended setting for broadcasts to small businesses with one phone line and a switchbox (for voice and fax). Because such devices also detect tones, unless call progress monitoring is turned off at least during that portion of the call when the switching device is listening, an impasse results and the call fails. The following table shows the call progress monitoring (CPM) activity that takes place during an outbound fax call under full, partial, and no call progress monitoring: 110 11. Adding M20 or HP Printer 11. Adding M20 or HP printer 1 – Connect to Printer at the Streem server 2 – Add printer to “Receive and Print” Workflow\ Right Click on “ReceiveAndPrint(Test) and choose “Modify” 111 11. Adding M20 or HP Printer Add DID Double click the next conditional block labeled Enter the DID in Label and Argument 2 of the block properties 112 11. Adding M20 or HP Printer Choose correct printer from Printer block properties Double click the printer block labeled Choose the correct printer from the dropdown list Save and close the workflow Put changes into production Right click on ReceiveAndPrint(test) and choose Release Control and choose “Move test to Production” 113 11. Adding M20 or HP Printer 114 11. Adding M20 or HP Printer 3: Add DID to incoming call workflows From Workflow Manager choose Tools > Master Configuration Choose Incoming Call Workflow Tab and click the ADD button 115 11. Adding M20 or HP Printer ADD the DID and choose the ReceiveAndPrint workflow from the “Then start workflow” drop down list and click OK 116 11. Adding M20 or HP Printer Click on the entry with the + and click the down button to move it to the bottom of the list 117 11. Adding M20 or HP Printer Click OK to close Master Configuration and click OK on the “You must restart Streem Center…” popup box Restart Streem Center Right click on the Streem Tray Icon and choose Exit Streem Center 118 11. Adding M20 or HP Printer Click Yes Double click desktop icon to start Streem 119 11. Adding M20 or HP Printer To Send a Fax from a Xerox M20i: 1. Press Email Button 2. From Address – Enter username then press the “.com” button to auto fill “domainname.com” press “enter” o This is the address the confirmation will be delivered to when the fax is complete 3. To Address – Enter fax number then press the “.com” button twice to auto fill “fax.domainname.com” – press “enter” o This is the number the fax will be sent to 4. Another Address – Enter another fax number if desired – press “enter” o Optional - Add multiple fax numbers 5. Review address – Review address if desired – press “enter” o Optional – review all fax numbers entered 6. Subject – Change to desired subject if necessary – press “enter” o Change the subject that will appear on the fax cover sheet 7. Select file type – leave default – press “enter” o Default is PDF, leave it as is 8. Press start to send – press green “start” button o Documents will be scanned and sent to be faxed, confirmation will be sent to the email address entered 120 12. Number Normalization 12. Number Normalization Phone number normalization is used to translate a phone number into a standard, or normal, form. If numbers are not normalized, it is difficult to compare two phone numbers to see if they are the same. By changing all numbers into a normal form, Streem Center can check and handle them efficiently. The opposite of a normalized number is a localized number. This is a number that has been converted to the appropriate local form so that it is ready to be dialed. Streem Center accepts two types of normalized phone numbers: 1. A phone number that can be dialed from anywhere in the world, that starts with a country code and includes area code, city code, etc. (that is, 15203638594). In other words, all the information necessary to dial the number should be in place. 2. A phone number that starts with an 'x' with an extension that cannot be dialed from outside your company (that is, x643). Note: A PBX extension which can be dialed directly from outside should be normalized to the international number form. There are several places in Master Configuration where phone numbers need to be normalized. These are: • Number Normalization section of Master Configuration is the master normalization table for Streem Center. Among its uses are normalizing numbers for fax broadcasts. It must be very complete. • Called Number Pattern Translation option in Port Configuration normalizes inbound calls so Streem Center knows how to process them. The called number is what the caller dials to reach you. • Calling Number Pattern Translation option in Port Configuration shows how the phone number received from the source is translated into a fully normalized number for Streem Center use. This table is only used where the phone company that serves the Streem Center site provides ANI or DNIS. The calling number is the number the caller calls from. • How to Dial A Phone Number in the Dialing section in Port Configuration is created and works like the number normalization table. It is used to de-translate the normalized phone number into one the local switch understands so it can be dialed. The rules discussed below apply to number normalization regardless of where in Master Configuration it is being performed. How To Normalize Phone Numbers Streem Center uses several tables to normalize phone numbers. In each one, there are two columns. The first column, or pattern, contains a list of non-normalized numbers as they might present to Streem Center. This number is the input. The second column, or 121 12. Number Normalization translation, contains the normalized form of the number. This number is the output, after normalization. When a number is going to be normalized, Streem Center scans the first column of the table for a match. When a match is found, the number is translated according to the entry in the second column. For example, the table might contain a line like this: 5551234 12015551234 (add country and area code) If Streem Center had to normalize the number 5551234, it would scan the table until it found this line. The normalized number would be 12015551234. (The country code, 1, and the area code, 201, are added). Of course, the table cannot contain every possible phone number and its translation, so you can use two wildcard characters as shortcuts. Wildcards make it possible to use a single line of the table to normalize a whole category of phone numbers. The first wildcard is the question mark (?). When used in the first column of the table, it represents any single digit. For example, the table might contain a line like this: 555123? 1201555123? (add country and area code) In this case, ? represents 0,1,2,3,4,5,6,7,8, and 9; the line would match the numbers 5551230,5551231,5551232, and so on up to 5551239. The question mark in the second column tells Streem Center that the digit in the normalized number should match the digit in the original number of the first column. For example, 5551232 would be normalized as 12105551232. The second wildcard is the plus sign (+). It must be used as the last character of a number, and it represents all the rest of the digits. For example, the table might contain a line like this: 555+ 1201555+ (add country and area code) In this case, the line would match any number starting with 555. The plus sign in the second column tells Streem Center to put all the rest of the digits into the normalized number. For example, 5558734 would be normalized as 12015558734. When Streem Center looks for a number match, it scans the left column of the table from the top down. It stops looking at the first match it finds. Note: The order of the lines in the table is important. The normalization tables all include UP and DOWN buttons that let you move the lines in the table to their correct position. Tips for Normalizing International Phone Numbers North American phone numbers are always the same lengths (3-digit area code, 3-digit exchange code, and the final four digits), but the whole world does not use this pattern. This makes it more difficult to normalize international numbers. Note: A Streem Center system installed in North America does not usually require information about international numbers in the Called Number or Calling Number tables, so this problem usually applies only to the Number Normalization table. 122 12. Number Normalization One shortcut is to mark international numbers with a special flag and leave the rest of the number unchanged. For example, the standard digits to begin dialing an international call from North America are 011. The line in the Number Normalization table to do this would be: + 011+ Since this number matches any number, you should make this the last line in the table. This way, all other types of numbers will match earlier lines in the table, and those numbers that fail to match any other pattern are the international numbers. If you use this method, then make an entry in the Dialing table to match any number starting with 011 and translate it to a dialable form. The following example applies if your PBX requires an 8 to reach a special trunk group for international calls: 011+ 8011+ Number Normalization Table This table is used to normalize phone numbers in fax broadcasts. As the broadcast list is being submitted to Streem Center, each number is normalized according to this table before being added to the fax queue. This table should have a line that matches each of the variations that might be used when faxes are being submitted for broadcast. Since these numbers usually come from fax broadcast lists, it should be very complete. For example, the list might contain short versions of numbers assumed to be local phone calls, or very short numbers assumed to be internal extensions. Some numbers might include an area code but not a country code. Some numbers might be complete and should not be changed. The following example is a typical Number Normalization table: x8??? outside 12015558??? x+ x+ 8??? 12015558??? ???? x???? 555???? 1201555???? ?????????? 1?????????? 1+ 1+ + 011+ Extensions starting with 8 can be called from All other extensions are internal calls only. 4-digit numbers starting 8 can be called from outside. All other 4-digit numbers are internal extensions. 7-digit numbers, 555 exchange, assumed in area 201. 10-digit numbers assumed to be in North America. A full North American number needs no change. All other numbers assumed to be international. Called Number Translation Table The called number is the number dialed by the person calling Streem Center. The Called Number Translation table normalizes the called number. This table should contain a line to match each type of number that will be received as a called number. Since the called numbers all come from the same source (the phone system or the Port Group list), you can easily determine the types of numbers. 123 12. Number Normalization For example, suppose the company uses a toll-free number 1-800-555-4321 to take customer calls. Once these calls reach the PBX, they are routed to extension 321. Streem Center receives the digits from the PBX in a non-normalized form like 321 or x321. Use a line like one of the following to add the country code, area code, and exchange, which provides the normalized form of the number: 321 18005554321 x321 18005554321 The phone system may also be configured to send calls from PBX extensions to Streem Center, perhaps to make internal calls to test the system. The called numbers may not be reachable from outside the PBX, so they cannot be normalized to the international form. In that case, put a line like one of the following in the table: 439 x439 The number is an internal extension. x439 x439 No change needed. x+ x+ No change needed for any extension. ??? x??? Any 3-digit number is an extension. Calling Number Translation Table The calling number is the number from which the call to Streem Center was made. It is not always available, unless the phone system has a special feature such as ANI or DNIS, for example. This table normalizes the calling number. Because Streem Center supports several types of connections to phone systems, the content of the table will depend on the source of the incoming call information. This table should contain a line to match each type of number that will be received as a calling number. Since the calling numbers all come from the same source (the phone system), the types of numbers are easily determined. In most cases, the phone system will provide the calling number in a nearly complete form. In North America, it should include the area code and the rest of the number. It may or may not include the country code. You may put a line like one of the following: + 1+ ?????????? 1?????????? How to Dial a Phone Number This table in the Dialing section of Port Configuration works the same as the various normalization tables, but its purpose is exactly the opposite; it is used to localize a number so it can be dialed out from Streem Center. This table has normalized numbers in the first column, and the second column shows how to dial that number in the selected port group. There is a separate table for each port group because different groups may be connected to different types of trunks that use different dialing methods. The table should contain a line for each type of normalized number likely to be encountered. Numbers that do not match any line in this table will not be dialed. In a typical PBX, outside numbers need to be preceded by 9. Calls to local exchanges may have to omit the area code. In some cases a different digit such as 8 may precede international calls. Calls to internal extensions should be dialed according to the conventions of the PBX. Calls to numbers that are on the same PBX can be dialed as internal calls to avoid using outside trunks. Lines such as the following will cover these 124 12. Number Normalization situations: 12015438+ 8+ All calls to 5438xxx can be dialed internally. 1201555+ 9555+ Local call. Do not dial area code. 1+ 91+ 011+ 8011+ International calls. x+ + All other N. American calls. Internal calls. Do not dial x The table might also contain lines to handle special cases. For example, the PBX to extension 323 might rout a call to 555-9898 in area code 201. (This might be a number for a fax machine, for example.) In that case, add a line to have Streem Center call the fax machine as an internal call: 12015559898 323 In rare situations, you may use this table to correct phone numbers. For example, if you have scheduled a fax broadcast and learn that one of the fax numbers in the list is incorrect, an entry in this table could translate the incorrect number. The line might look like this: 12015559428 12015559248 However, keep this type of translation to a minimum, and remove these lines as soon as practical. 125 13. Document Rendering 13. Document Rendering Streem Center creates faxable .tiff format documents on the fly at the time documents are queued for faxing. Mostly, this is handled behind the scenes and you do not have to do anything. But you should be aware of what the document rendering process involves, in case you include new types of documents to fax. When a document is rendered, Streem Center starts the appropriate application and prints the document to a TIFF file using its own TIFF print driver. Any application that allows printing can be used to create a faxable document for Streem Center. The only requirements are that: • The application is properly installed on the Streem Center server. Since Streem Center launches the application to print the document to a .tiff file, the application must be available to Streem Center. The basic Streem Center system comes with all the MS Office 2000 applications (MS Access, MS Excel, MS Word) already loaded. But if, for example, you plan to use Adobe Acrobat .pdf’s to generate documents for faxing, you will need to install the Acrobat Reader. • The application’s document files use the extension specified as the Registered File Type for the application. Usually, the default extension is automatically registered with Windows NT when you install the application. But if you wish to check, open My Computer from your Desktop. Select View>Options to display the Options dialog. Click the File Types tab to list the registered file types. Highlight the name of an application and click Edit to see the registered extension. For example, .doc is the registered extension for MS Word documents and .pdf is the registered extension for Acrobat documents. Thus, in order for Streem Center to automatically render Word documents, the document must have .doc extension; for Acrobat documents, the extension must be .pdf. • The application specifies TIFF Printer Driver as its default printer. The TIFF Printer Driver will automatically be the default system printer set up for Streem Center when your system is installed. Unless you change this at some later time, any new applications you add will also use the TIFF Printer Driver as their default printer. To check the default printer, open My Computer from your Desktop. Select the Printers folder. Highlight the TIFF Printer entry and select File>Set as Default. A Further Note on MS Word Documents A Word document format may vary slightly from the original design when the document is printed on a type of printer other than the one for which the document was originally created. To minimize any differences in appearance when a document is rendered using the TIFF Printer Driver, make sure the following setting is correctly established for the copy of MS Word running on the Streem Center server: 1. Start MS Word and open the normal.dot template. 2. Select Tools>Options. The Options dialog appears. 3. Select the Compatibility tab. 126 13. Document Rendering 4. Check the Use printer metrics to lay out document checkbox. 5. Click OK 6. Exit MSWord. 127 13. Document Rendering 14. Usage of Parameters Many times you will need a storage location for data collected as a caller entered DTMF tones in response to voice prompts in an application. The storage location, or variable (parameter), can be created, modified, and saved again using the Set Parameter block. The data stored in these parameters can be used anytime throughout the application. Examples of usage for Set Parameters: • The caller enters his fax number and the application retrieves it later to send his requested documents. • The caller enters DTMF tones that determine the direction of the application using the If -Then block. • Values in System Parameters can be used to determine the direction of the application using the If-Then item (that is, “if the day of the week is Sunday, generate a report.” Or, “if 3 files have been posted, then proceed to ask the caller his fax number instead of another document number.”). • The caller enters his account number. The data is stored in a database and can be retrieved for use in the application. • Data is manipulated using the Calculation and Conversion palette, totaling the number of pages or the estimated transmission time. • With parameters, you can construct the workflow by using items respectively. When the caller enters a document number, the parameter can be inserted as part of the filename in the Add File block, instead of specifying the exact filename. • Data in a parameter can be used as part of the Expression Builder. Paths can be static, and the filename would be the name of a parameter. • A Debug Event can pass parameters. For example, if there is a problem finding a file, the filename can be set in a parameter and will display in the Event Monitor log. 128