Adapter Installation
This section describes how to install the Oracle Utilities Network Management System Generic IVR Adapter.
Ensure that the Generic IVR Adapter is installed.
• Verify that the following files are found in their respective folders
• $NMS_BASE/lib/libIVRAdapter.so
• $NMS_BASE/bin/IVRAdapter
• $NMS_BASE/bin/nms-ivr-gateway
• $NMS_SQL_FILES/nms_retain_ivr_interface.sql
• $NMS_SQL_FILES/nms_ivr_interface_head.sql
• $NMS_BASE/nms_ivr_interface_body.plb
• $NMS_BASE/bin/troubleCallCreate
• $NMS_BASE/bin/ivrCallPerPoll
• $NMS_BASE/bin/ivrPollPeriod
Setting Up the Generic IVR Adapter System Variables
Include the following variable in the system variables definition:
There are two options for configuring the IVR RDBMS:
• NMS RDBMS: If the IVR_RDBMS_HOST and RDBMS_HOST environment variables are the same, the Generic IVR Adapter will use the same RDBMS as the Oracle Utilities Network Management System environment for data.
• External RDBMS: If the IVR_RDBMS_HOST and RDBMS_HOST environment variables are different, the Generic IVR Adapter will use a separate RDBMS for data. The value of IVR_RDBMS_HOST must exist in the tnsnames.ora file and the Oracle Wallet.
Complete these steps to configure the IVR RDBMS:
1. If using an external RDBMS for IVR, edit tnsnames.ora to add an entry for the RDBMS connection the IVR Adapter you will use. The name of this entry must not match the RDBMS_HOST or RDBMS_ADMIN environment variables.
2. Run nms-env-config --adapter-config
3. If prompted if using the IVR adapter, choose "y".
Note: If IVR_RDBMS_HOST is already set, this prompt is skipped.
4. When prompted for IVR_RDBMS_HOST, either enter the entry name from step 1 if using an external RDBMS or $RDBMS_HOST if using the NMS RDBMS.
5. If using an external RDBMS, choose "y" when prompted to update wallet credentials for IVR and enter the wallet password, IVR RDBMS username, and IVR RDBMS password when prompted. Otherwise, choose "n".
6. When prompted to backup and replace .nmsrc, choose "y".
7. After nms-env-config is finished, log out and login as the administrative user again to ensure that IVR_RDBMS_HOST is set correctly in your environment.
Configure Adapter to run as NMS System Service
Configure the Generic IVR Adapter to run as an Oracle Utilities Network Management System service by updating the $NMS_HOME/etc/system.dat file to include the Generic IVR Adapter as a system service. There are three main sections where this service needs to be defined: the service, program, and instance sections. See the $NMS_BASE/templates/system.dat.template file for examples of how to configure the Generic IVR Adapter. Search for IVRAdapter in the file and copy those lines to $NMS_HOME/etc/system.dat file. Make sure all lines are uncommented so that they are active. You must restart the system services in order for the Generic IVR Adapter to be properly monitored by SMService. See the following section for details on command line options for the Generic IVR Adapter.
IVRAdapter Command Line Options
The section below lists the possible command line options for the Generic IVR Adapter. This section also introduces a tool that randomly creates trouble calls, along with its command line options. Performance tuning and high-level diagnostic messages that could be used on the Generic IVR Adapter will be discussed in this section as well.
The Generic IVR Adapter provides various command line options that enables Data Flows and configures Data Flow behavior. The following enumerates the command line options of the Generic IVR Adapter.
IVRAdapter -help
-troublecall
-omscbreq
-omscbresp
-cleantable
-debug [0-2]
-callperpoll NUMBERCALLS
-pollperiod SECONDS
-docustquery
-cbreqinterval SECONDS
-cbrespinterval SECONDS
-cleaninterval HOURS
-keepdbinfo DAYS
-cbagent AGENTNAME
[ -cbAny | -cbLast ]
This section groups the Generic IVR Adapter command line options under the context of the Data Flow or Data Flows it is associated to.
Generic IVR Adapter Generic Command Line Options
The following are the Generic IVR Adapter command line options that are independent from any Data Flow:
Option | Usage | Description |
|---|
help | IVRAdapter -help | Displays the available command line options |
debug | IVRAdapter -debug LEVEL
(where LEVEL is 0, 1 or 2) | Runs gateway in debug mode. Associated number represents the debug level range from 0 to 2. |
Trouble Call Data Flow Command Line Options
The following are the Generic IVR Adapter command line options that are related to the Trouble Calls Data Flow. For more information, see
Trouble Calls.
Option | Usage | Description | Depends On | Default Value |
troublecall | IVRAdapter -troublecall | Enables the Trouble Calls Data Flow. Note: This option must be enabled for CC&B - NMS integration. | | |
callperpoll | IVRAdapter -callperpoll NUMBERCALLS
(where NUMBERCALLS is an integer) | Specifies the number of calls processed in the TROUBLE_CALLS table per poll of information. | troublecall | 100 calls per poll of information |
pollperiod | IVRAdapter -pollperiod SECONDS
(where SECONDS is an integer) | Specifies the interval (in seconds) between two successive polls or queries from the TROUBLE_CALLS table | troublecall | a 6 second interval between two successive polls |
docustquery | IVRAdapter -docustquery | If this option is selected, not all fields in the TROUBLE_CALLS table are directly fed to JMService. Instead, some of the fields would come from the CES_CUSTOMERS table. Note: This option should not be used in combination with the CC&B - NMS integration. | troublecall | |
Callback Requests Data Flow Command Line Options
The following are the Generic IVR Adapter command line options that are related to the Callback Requests Data Flow. For more information, see
Callback Requests.
Option | Usage | Description | Depends On | Default Value |
omscbreq | IVRAdapter -omscbreq | Enables the Callback Requests Data Flow | | |
cbreqinterval | IVRAdapter -cbreqinterval SECONDS
(where SECONDS is an integer) | Specifies the interval (in seconds) between two successive polls from the list of callback requests | omscbreq | a 5 second interval between two successive polls. |
cbAny | IVRAdapter -cbAny | Callback is submitted to IVR if requested by the customer during any call. | omscbreq | |
cbLast | IVRAdapter -cbLast | Callback is submitted to IVR if requested by the customer during the last call. | omscbreq | |
Callback Responses Data Flow Command Line Options
The following are the Generic IVR Adapter command line options that are related to the Callback Responses Data Flow. For more information, see
Callback Responses.
Option | Usage | Description | Depends On | Default Value |
|---|
omscbresp | IVRAdapter -omscbresp | Enables the Callback Responses Data Flow | | |
cbrespinterval | IVRAdapter -cbrespinterval SECONDS
(where SECONDS is an integer) | Specifies the interval (in seconds) between two successive polls from the TROUBLE_CALLBACKS table for received callback responses | omscbresp | a 5 second interval between two successive polls. |
Command Line Options Used by Multiple Data Flows
The following are the Generic IVR Adapter command line options that are related to multiple Data Flows. On the 'Depends On' section, the term 'any option that enables a Data Flow' would pertain to either one of the following command line options: 'troublecall', 'omscbreq' and 'omscbresp'.
Option | Usage | Description | Depends On | Default Value |
|---|
cleantable | IVRAdapter -cleantable | Could be used for any of the five Data Flows.
A flag that allows the Generic IVR Adapter to remove some completed records from its tables. | any option that enables a Data Flow | |
cleaninterval | IVRAdapter -cleaninterval HOURS
(where HOURS is an integer) | Could be used for any of the five Data Flows.
Specifies the interval (in HOURS) between two successive attempts to delete old (completed) records from the Oracle Utilities Network Management System Generic IVR Adapter tables. | Cleantable and any option that enables a Data Flow | 1 hour between to successive delete attempts |
keepdbinfo | IVRAdapter -keepdbinfo DAYS
(where DAYS is an integer) | Could be used for any of the five Data Flows.
Completed records on the Generic IVR Adapter tables older than the specified number of days will be deleted. Certain criteria apply on which records of the Oracle Utilities Network Management System Generic IVR Adapter tables are removed and how the records are aged. | Cleantable and any option that enables a Data Flow | 3 days |
cbagent | IVRAdapter –cbagent AGENTNAME (where AGENTNAME is a string) | Could be used for the Callback Requests and Callback Responses Data Flows. The agent name that the Generic IVR Adapter uses in retrieving calls from the callback list. Valid agent names are located in CES_USER and ENV_ACCESS tables. The agent name used should be an external agent, as indicated in the CES_USER table and should have access to the 'WCB' product per ENV_ACCESS table. If it is desired to prevent access to the Web Callbacks tool using this username the ENVIRONMENT column in the ENV_ACCESS table can be set to non-existing environment name. | omscbreq or omscbresp | IVR |
For the keepdbinfo command line options, a record that starts aging on a given day, say 9:00 p.m. would be considered one day old at 9:00 p.m. the next day (and not 12:00 a.m., which is just 3 hours from the time the record started aging).
troubleCallCreate Tool Command Line Options
Random trouble calls could be created and passed to the Generic IVR Adapter using the troubleCallCreate tool. The troubleCallCreate tool inserts entries to the TROUBLE_CALLS table. From here, the Generic IVR Adapter (through the Trouble Calls Data Flow) could fetch the new records from this table and pass this information to Oracle Utilities Network Management System, so Oracle Utilities Network Management System could apply the outage analysis algorithm to predict the outage device.
The following are the command line options for the troubleCallCreate tool:
Option | Usage | Description | Default Value |
|---|
help | troubleCallCreate –help | Displays the available command line options | |
debug | troubleCallCreate -debug | Runs this tool in debug mode, defaulting the debug level to 2. | Defaults to debug level 2 |
totalcalls | troubleCallCreate –totalcalls NUMBEROFCALLS (where NUMBEROFCALLS is an integer) | Specifies the number of trouble calls to be created | |
troublecall | troubleCallCreate –troublecall | Creates one trouble call | |
Testing Trouble Calls Data Flow with the troubleCallCreate Tool
As the troubleCallCreate tool randomly creates trouble calls, this tool could be used to test the Trouble Calls Data Flow. For more information about this Data Flow, see
Trouble Calls.
The troubleCallCreate tool uses the CES_CUSTOMERS table to retrieve some customer information that would be used as entries in the TROUBLE_CALLS table. The tool always begins querying the CES_CUSTOMERS table starting from the first row, each time it is invoked.
When multiple trouble calls would be created (using the 'totalcalls' command line option), the troubleCallCreate tool would place a different permutation of trouble code bits for each trouble call in the TROUBLE_CALLS table.
After running the troubleCallCreate tool, the results could be verified using the following database tables: '
• The TR OUBLE_CALLS table is populated with a new trouble call record (or with a certain number of trouble calls, assuming that the 'totalcalls' command line option was used).
• As the Generic IVR Adapter runs (using the Trouble Calls Data Flow), the INCIDENTS table is populated with new records.
Note: The number of new records in the INCIDENTS table is less than or equal to the total number of new trouble calls in the TROUBLE_CALLS table, as Oracle Utilities Network Management System outage analysis algorithms allow grouping of calls based on various criteria.
Testing Callback Requests Data Flow with the troubleCallCreate tool
The Callback Requests Data Flow could be tested as well using the troubleCallCreate tool, since all trouble calls generated by such tool requires callback. For more information about this Data Flow, see
Data Flow Details.
• For a generated trouble call, if part of the trouble code is described to be 'Power On', no record in the TROUBLE_CALLBACKS table will be generated even if the event is restored.
Loading the Generic IVR Adapter Database Tables and Stored Procedures
• The nms‑ivr‑gateway script is responsible for loading various SQL files responsible for creating the Generic IVR Adapter tables and stored procedures. The nms‑ivr‑gateway script could call some or all of the following scripts depending on how it was invoked:
• nms_retain_ivr_interface.sql: responsible for dropping and recreating the Generic IVR Adapter tables.
• nms_ivr_interface_head.sql: responsible for loading the Generic IVR Adapter stored procedure head.
• nms_ivr_interface_body.plb: responsible for loading the Generic IVR Adapter stored procedure body.
• To create the Generic IVR Adapter tables and stored procedure, run the following command:
nms‑ivr‑gateway ‑offline
Note: The command above recreates the Generic IVR Adapter tables by dropping and creating them, therefore wiping out the contents of the Generic IVR Adapter tables.
• To create the Generic IVR Adapter stored procedure without dropping and recreating the Generic IVR Adapter tables, run the following command:
nms‑ivr‑gateway
• If the Generic IVR Adapter is configured to use an external RDBMS, run the following command to the Generic IVR Adapter tables in the external RDBMS:
RDBMS_HOST=$IVR_RDBMS_HOST ISQL nms_retain_ivr_interface.sql
Note: The command above recreates the Generic IVR Adapter tables by dropping and creating them, therefore wiping out the contents of the Generic IVR Adapter tables.