Archive for 2009

Now available: The VoiceObjects Support Knowledge Base

Sunday, October 4th, 2009

Some weeks ago,  I announced the availability of VoiceObjects Evolution as the new Support Portal for our customers and partners – and that developers will get support for the Developer Edition through our Voxeo Evolution Portal.

Today we are opening our treasure chest a little bit!

Now available: The VoiceObjects Support Knowledge Base

You are now able to access Voxeo’s VoiceObjects Support Knowledge Base in our Evolution Portal. Just go to Documentation -> VoiceObjects Knowledgebase.

Articles in the Knowledge Base are written by our consultants, technology specialists and our Support team. They mostly cover frequently asked questions and general challenges from support, training and customer projects. This information is likely to be very helpful for you.
We open the Knowledge Base to share some of our knowledge and to support you with new ideas on how to approach a solution. Of course we also hope to get more of your feedback!

All articles have been reviewed internally. But – as the Knowledge Base is intended to be more dynamic than Voxeo’s VoiceObjects documentation, it might sometimes be the case that not everything in the Knowledge Base is a perfect fit for your issue. So some of the articles will refer to the documentation to avoid having the same content twice.
The Knowledge Base articles are not intended to replace the documentation or to give answers to all questions. They are primarily aimed at helping users in situations that are too specific to be handled in the documentation.
Please note that from time to time we might move articles from the Knowledge Base to the documentation – and vice versa.

Also note that some articles might describe behavior that is specific to a certain version of VoiceObjects (or other software) and thus cannot be generalized.
In case you can’t find the information you are looking for, please visit the Developer Portal to review the entire VoiceObjects documentation, the release notes and our developer blog!

Our Knowledge Base is updated frequently. We add new articles or remove articles which are no longer valid.
Therefore we need your input!
Please let us know what you think – about individual articles and the Knowledge Base system itself.

Please provide any feedback as article rating and in the VoiceObjects Desktop / Developer Edition Forum in the Support Forums of Evolution – until the comment functionality in the knowledgebase is available!

Creating IM Bots … and phone-less testing

Friday, September 4th, 2009

Did you read Tobias Göbel’s very recent blog about “IM-ifying VoiceObjects applications”? Well, I’m not saying it’s outdated. But, things have become even simpler since then.

When provisioning applications on Voxeo Evolution, you are no longer confined to the IVR channel. In addition to voice phone applications, you can provision your applications as “text messaging” applications. And you can provision these text messaging apps as an SMS service and / or map them to bots on the different IM networks, all in one single spot. Read the recent Voxeo blog about this new feature.

Now, what does this mean for VoiceObjects developers?

First of all, the two new options for deploying text messaging apps are actually very different both technically and  in terms of use case. This is represented by the following architectural sketch:

Architecture

Application Type “Instant Messaging Bot”

First, have a look at the right-hand-side of the drawing. In VoiceObjects Server, the media platform driver Voxeo IMified Platform is selected (which has been available since VO 9 R1), while in Evolution, the application type is set to Instant Messaging Bot. In this scenario, Evolution is just the place where you configure your bots on IMified and provision the application’s start URL pointing to your VoiceObjects Server. The actual session-related traffic will be exchanged directly between VoiceObjects Server and the IMified platform, which in turn is connected to the IM networks. In the VoiceObjects service, the text channel will be active, and you can specifically design your application for this channel. (If you have never seen a VoiceObjects service in the text channel yet, watch this little demo video that shows how to test-drive a text app with the VoiceObjects PhoneSimulator).

“Instant Messaging Bot” is the application type you want to use for service with a specific design for the text channel. Under the hood, it uses the XML/http-based IMified API.

Application Type “Prophecy 10 VXML 2.1 /w SMS”  (aka Phoneless testing!)

Now, for the left-hand side of the architectural sketch. The difference looks small, but this is actually a completely different approach. Here, (a beta version of) Voxeo Prophecy 10 is sitting in between the application Server and the IMified platform. In VoiceObjects, you configure the exact same media platform driver as in the case of Voxeo-based IVR applications: Voxeo Voice Platform. In other words, VoiceObjects Server renders plain old VXML 2.1. In Evolution, you pick the new application type Prophecy 10 VXML 2.1 /w SMS. The Prophecy server is connected to IMified via MRCP, and rather than using ASR and TTS as IVR resources, it is treating IMified as a resource for (dis)playing prompts and processing grammars.

What happens if you talk to an IM bot configured this way? Well, he’ll speak the TTS text that he finds in the VXML, and he will process the input you type into the chat window based on the grammar(s) defined in the VXML code. What if your application expects DTMF input? You simply type in a number. What if you type in an out-of-grammar utterance? Guess what, a NoMatch event is triggered and the according NoMatch prompt will be played. What if you stay inactive for more than a few seconds? Of course – a NoInput event will be triggered, and if you have a NoInput handler defined, it will be processed.

In short: We’re looking at the perfect phone-less testing device for voice applications. Here’s a screenshot from a sample session; you can see me “talking” to the voice channel version of our SpeechTEK 411 demo application. Note the NoMatch and the NoInput situations.

Sample IM session

So - can you think of a more elegant phone-less testing test harness? I can’t.

When deploying and testing your voice application in this way, just make sure that all your prerecorded prompts have alternative TTS text defined, and set the speech timeout to a much higher value than the standard 3 seconds.

The future looks colorful

Wednesday, August 26th, 2009

Now that Revision 1 of VoiceObjects 9.0 is available and Prophecy 10 can be previewed, it is time to look toward the bright future again.

VoiceObjects has always offered the Control Center, which gives you an up-to-the-minute view of what’s going on in your deployment and lets you take action. The information available in the Control Center covers e.g. current call volumes as well as general status information on Infostore etc. You can activate application changes, deploy and undeploy services, take server instances down for maintenance, and more.

Coming up during the remainder of this year, you will also be able to access deployment-related reports directly from within the Desktop for Eclipse Control Center:

AHA5

If you’re familiar with the VoiceObjects architecture you will know that we use a Server-Instance-Service paradigm: Applications are deployed as services onto logical servers, which in turn can be run on multiple instances in a cluster to facilitate load balancing and failover.
Reports will be available on all three of these levels, covering e.g. the number of sessions over time for various ranges.

ServerSessionsDay

Similarly it will be possible to check e.g.  on load distribution within a cluster to make sure that each instance carries its fair share.

ServerSessionsInstance

Or to dig into call durations for individual services to see how callers fare.

ServiceSessionDuration

There will even be direct access to Business Task information, so you can see right from the Control Center not just whether an application is up and running, but whether it actually does its job of giving callers what they want.

ServiceBusinessTask

Sounds good? Then wait until you hear what else is in store :-)

To learn more, contact us, follow us on Twitter – or visit us in New York at SpeechTEK 2009. We’re in booth 800 and look forward to meeting you!

How to IMify your voice application

Tuesday, August 25th, 2009

One thing that’s so great about VoiceObjects Server is its multi-channel capabilities. This has been introduced way back in 2007. Design an application once – deploy it on any channel available on modern handsets, including voice, video, text, and mobile Web, and benefit from common maintenance, deployment, reporting, and analytics. Customers like T-Mobile Czech are embracing this to provide better support to their customer base (see also this announcement).

One thing that’s so great about Voxeo is our commitment to emerging technologies. Voxeo’s recent acquisition of IMified again demonstrates that we are at the forefront of any development within the industry that promises better self-service experience for the mobile customer. We have coined a term for this:

Unified Self-Service

With IMified, developers can build applications that interact with users over instant messaging (IMR – Interactive Messaging Response). The beauty of IMified lies in the fact that it provides a staggeringly simple API to access various different providers of IM: AIM, MSN, Yahoo, Google Talk, Jabber, … Plus even Twitter, and – brand-new –  SMS text messages. Together with VoiceObjects, IMified extends the scope of our Phone Application Server to all these new modalities, which are technically all part of VoiceObjects’ text channel.

The following picture shows the high-level architecture of IMified with VoiceObjects:

IMified architecture including VoiceObjects

This blog post is about how to build your first IM bot using VoiceObjects. Believe me, it takes longer to read this text than to build, deploy and test the app. If you are slow reader, that is…

How to set it up

Short version:

  1. Create a text application in VoiceObjects
  2. Set up a bot in IMified and point it to your app

That’s it!

Well ok, here are slightly more verbose instructions:

  1. Install VoiceObjects Developer Edition 9.0 R1 (or use your existing VoiceObjects 9.0 R1 installation)
  2. Create an application of your choice and provide prompts and grammars for the text channel
    1. Hint: If your application isn’t going to become multi-channel, you can leave the Channel layer at Default.
    2. If you have never built an application for the text channel before, you might want to read chapters 7 – How to Use Layers and 10 – How to Support Multiple Phone Channels of the Design Guide.
  3. Deploy that application (e.g. by clicking Test Application in the context menu of your root Module object, in case you’re using VoiceObjects Desktop for Eclipse)
  4. Register at www.IMified.com and create a developer account
  5. Click Create a New Bot
  6. Configure your bot
    1. Give it a bot name
    2. Give it a screen name. This will be the name (plus @bot.im) under which your bot will automatically be accessible via Jabber and Google Talk. For all other networks, you need to create accounts there first, which you can then associate with your new bot.
    3. Configure the bot URL. This must be the URL pointing to your VoiceObjects Server on which you deployed your app. Example: http://myserver.com:8070/VoiceObjects/DialogMapping?VSN=testService&User-Agent=IMified&vsDriver=173
      1. Use your VSN if you don’t deploy to VoiceObjects Desktop for Eclipse’s embedded VoiceObjects Server (if you do, testService is the fixed name for your service)
      2. Add User-Agent=IMified&vsDriver=173 to the URL, so that VoiceObjects Server knows this is an IM session based on IMified
      3. Make sure your VoiceObjects Server is reachable from the outside Internet world
    4. Click Create new Bot

That’s it! Now open Google Talk or any Jabber client, invite your bot to your contacts (the screen name plus @bot.im) and start a chat! If you have created accounts on other IM networks and activated them on IMified, invite these contacts and start a chat there!

How to move on from here

Wondering what kind of apps you can build with this? Well, think about any customer self-service or other portals that you could automate – or that you have automated already over IVR. Go ahead and IMify those! You are basically extending your customer interaction to other channels, giving your customers more options, accommodating the young generation that might be chatting more than talking these days… Have a look at the following interaction. It stems from our sample application, Prime Telecom. This application had been text-enabled for long now. With the IMified integration, chat is another means of communication that is – simply – THERE. Just use it!

PrimeTelecom sample chat

Stay tuned for more things to read about the IMification of customer self-service applications. I plan to write something about usability, UI, and implementation best practices soon. Also, we plan a Developer Jam Session on this topic in October. Announcements will follow soon!

As usual, feel free to add comments or questions to this post.

Finally, if you’re in New York City during this week of August 24, please make sure to visit us at SpeechTEK in the Marriott Marquis! It’s the unique chance to see our 20-netbook cluster in action, serving thousands of calls on multiple phone channels using cheap and power-sipping hardware. You can find us in booth 800. We’re looking forward to talking to you.

Revisioning VoiceObjects 9.0

Monday, August 24th, 2009

Seems like yesterday that we released VoiceObjects 9. And still here we are with Revision 1  (R1) of VoiceObjects 9.0.

Yes, it fixes a couple of issues that we found or that you reported to us (thanks, and keep the feedback coming!) – but more than that it is chock-full of new features and functionalities to the point that merely calling it a revision is really hiding its light under a bushel. So this blog post gives you a high-level overview of what you can expect to find when you step up to R1.
It’s available immediately over here and on the VoiceObjects Service Portal.

Desktop for Eclipse
One of the new features coming in Desktop for Eclipse (including Developer Edition) you may already have seen in a previous blog post: The ability to switch between standalone and network mode at startup and from the VoiceObjects menu. Very convenient if you frequently change your working environment.

SwitchConnectionMode

Another convenience function introduced with R1 is the ability to backup all of your projects at once. Simply select the new entry in the VoiceObjects menu and define a location for the backup. You can even choose between separate export files, a single combined ZIP archive, or all of the above.

BackupAllProjects

Finally, the Search view has received a complete makeover. It now presents search results in individual tabs, giving you the ability to keep multiple search results open at the same time. It also shows you a lot more detail on the search conditions, both within the tab header itself and in the corresponding tool tip. Providing these additional capabilities was very high on the list of developer requests, and we’re happy to respond to this feedback.

TabbedSearch

Do let us know how the newly expanded search works for you!

Texting
In the unlikely case that you may have missed it: IMified has joined the Voxeo family, giving you access to all major Instant Messaging networks. Blending neatly with the existing VoiceObjects multi-channel approach, you can now augment your applications to also work as IM “bots” by simply running them with the new IMified driver. Part and parcel of our Unified Self-Service vision:

voxeo-unifiedselfservice

To be honest, it’s less of a vision by now – it’s reality you can put to use today!

A functionality used by many of our customers is what we call Service Chaining: Shepherding the caller through a number of consecutive applications that give the external appearance of being a single one. Often this is e.g. a shared initial application that accesses the backend for CRM data, followed by the  respective application dialled into by the caller (as identified e.g. by DNIS).
The way this was done so far could produce ugly intermediate pages in the text-based channels that required explicit caller interaction to move to the next page. Therefore R1 now uses standard HTTP redirects to trigger invisible and seamless service chaining in these channels.

CCXML
For certain types of applications, such as e.g. conferencing, VoiceXML in and of itself is insufficient due to its lack of fine-grained telephony capabilities. In these cases, Call Control XML (CCXML) is the language of choice – usually in combination with VoiceXML since CCXML in its turn is not particularly dialog-oriented. To make this combination as smooth as possible, R1 offers a new transfer type within the Transfer object, fittingly called CCXML. It gives you the ability to easily jump from a VoiceXML dialog into the enveloping CCXML application – and return to the dialog at some later time. For details, refer to June’s Jam Session.

Infostore
A lot of things have happened in R1 around Infostore, the repository for real-time caller behavior analysis.
First of all, it has completed its architectural transition to using a persistent on-disk message queue based on the popular Apache ActiveMQ. This means that regardless of database or network slowdowns or even outages, no Infostore data will ever be lost. Important peace of mind for customers who rely on the insight that Infostore delivers.

VoiceObjects Server provides sophisticated sampling options to ensure that statistically relevant data on caller behavior is collected while keeping the sheer data volume at a manageable level even for installations with very high call volume. This implies that even though Infostore is enabled, not every single call will actually write data to it.
In some situations it is of interest to know within the application itself whether a call has been selected to be written to Infostore or not – e.g. when your application logs custom data that only makes sense in combination with the corresponding Infostore entries. The new Expression object function ISLOGGINGACTIVE() does just that for all the relevant settings including utterance recording.

There’s also another enhancement for customers handling sensitive caller data such as credit card numbers: In addition to the long-existing masking option of using one-way encryption to obtain a protected yet unique representation for each caller input, it is now also possible to apply a generic, static mask that replaces every sensitive utterance with the same configurable string.

LoadTester
Those of you who participated in July’s Jam Session already know about the new LoadTester tool that allows you to easily stress test your application and deployment infrastructure. Starting with R1 it is bundled with the installer.

Grammar Management
With VoiceObjects 9.0R1 we are also proud to release the integration with Nu Echo’s NuGram IDE. Making full use of the Eclipse workbench approach, you can now develop, maintain, and manage your speech recognition (and DTMF) grammars in what is recognized by many as the market’s best grammar development tool. Bundled right into VoiceObjects Developer Edition,  a single download now gives you more power than ever before.
To learn more about VoiceObjects and NuGram, join us for our next Developer Jam Session on September 16.

And if you want to learn more about the Voxeo VoiceObjects platform in general, why not join one of our free training classes at Voxeo University? Seats are limited, so sign up today for the next courses in September and October by contacting us at university@voxeo.com!

Finally, if you’re in New York City during this week of August 24, please make sure to visit us at SpeechTEK in the Marriott Marquis!
You can find us in booth 800. We’re looking forward to talking to you.

http://developers.voiceobjects.com/2009/07/14/decisions-are-looming-in-your-future/

Unbelievable: Voxeo University offers training FREE OF CHARGE!

Thursday, August 6th, 2009

Voxeo again underscores its leadership in partner and customer focus and support: Voxeo University Logo

Voxeo University just started to offer free instructor-led training courses, taking place in both training centers in Orlando, Florida and Cologne, Germany, and for everybody! You just need to register and cover your travel expenses.

Until the end of 2009, the following VoiceObjects training courses are available for free:

Orlando:

  • Aug 17 – Aug 18, 2009: VoiceObjects Phone Application Server
  • Aug 19 – Aug 21, 2009: Development of Voice Applications for VoiceObjects Server
  • Nov 02 – Nov 03, 2009: VoiceObjects Phone Application Server
  • Nov 04 – Nov 06, 2009: Development of Voice Applications for VoiceObjects Server

Cologne:

  • Aug 31 – Sept 1, 2009: VoiceObjects Phone Application Server
  • Sept 2 – Sept 4, 2009: Development of Voice Applications for VoiceObjects Server
  • Oct 5 – Oct 6, 2009: VoiceObjects Phone Application Server
  • Oct 7 – Oct 9, 2009: Development of Voice Applications for VoiceObjects Server
  • Nov 30 – Dec 1, 2009: VoiceObjects Phone Application Server
  • Dec 2 – Dec 4, 2009: Development of Voice Applications for VoiceObjects Server

You can just choose “VoiceObjects Phone Application Server” for a two days overview about Voxeo VoiceObjects, without the need for any pre-knowledge or programming skills. Or take the full five days developer track including “Development of Voice Applications for VoiceObjects Server” back-to-back to get ready for the development of personalized self-services of any complexity.

The five days developer track also qualifies you to apply for a “VoiceObjects Certified Application Developer (Voice)” certification, which is typically operated as a one day remote exam later on.

Have you ever seen a similar offering from any other speech technology vendor or web server provider? Probably not!

Why is Voxeo doing this? The answer is very simple – we want to make our partners and customers successful and self-sufficient in deploying our technology and creating state-of-the-art unified-communication services. For us, the free training offering of Voxeo University perfectly complements our free Extreme Support.

And what’s coming in 2010? You may expect the same courses offered for free at least once a quarter at each location. Plus free Prophecy courses, web-based quick starters and more…

Class sizes are limited – so register soon for your free Voxeo VoiceObjects training this year! Check the VoiceObjects training Web site for more information including our training catalog and training calendar, or just send an email to university@voxeo.com!

Would you like to see more good news? Here they are! Also our training pricing for all other education services – including onsite trainings and remote certifications – has been made simple and inviting as never before. For more information, just contact us at university@voxeo.com.

That’s it for now. We are looking forward to hearing from you!

VoiceObjects LoadTester available for download

Friday, July 31st, 2009

Load and performance testing, functional regression testing, active production monitoring – things that ain’t fun, but need to be done if you’re serious about service quality and 24×7 availability.

For internal quality assurance based on test automation, as well as for automated testing in projects delivered by our own professional services and by partners, the Voxeo VoiceObjects team has developed and has been using a great little tool for quite a while: The VoiceObjects LoadTester. Technically, it’s a set of Python scripts that allow for

  • recording test scripts by making reference calls;
  • playing back test scripts by few or by hundreds of virtual callers (simulation of real-world workload), stressing the VoiceObjects Server platform and all involved back-end systems, while at the same time verifying that the system still responds quickly and correctly even under peak load conditions;
  • and help to analyze system performance and response times, identify system bottlenecks, and understand resource usage.

The primary use case is making sure that the sizing and configuration of the VoiceObjects platform, including the server cluster, load balancer, Infostore setup, and back-end systems are ready to meet peak load situations, and that the system survives breakdown of single components.

An additional important use case is automated functional regression testing - making sure, with every new service release, that functionality that once was tested successfully hasn’t been broken since then. Finally, the LoadTester can be used for active production monitoring: Executing a set of test scripts in regular intervals (like, every 3 minutes) against the production system, performing transactional, end-to-end testing, that feeds health information and alarms into an existing system monitoring solution.

Now, why do I write about this? Simple: You can now download and use the VoiceObjects LoadTester in your own projects, for free. It will be official part of the VoiceObjects package in the next revision of VoiceObjects 9.0. And it is available today, as a pre-release, here: LoadTester.zip (this package contains a full installation for Windows, including the Python interpreter and required libraries).

On July 29, 2009, I presented the LoadTester in one of our developer jam sessions. Be sure to download (and scan through) the slides I used in the presentation, get the LoadTester Guide, and - sit back and relax – watch a recording of the webinar.

Finally, these are some images with charts generated the VoiceObjects LoadTester. Want to know what they show? Well, check out the LoadTester Guide – it’s all explained in there.

 

Mini-Preview of LoadTester charts

Mini-Preview of LoadTester charts

VoiceObjects Evolution Portal

Thursday, July 30th, 2009

Since the end of 2008, VoiceObjects is part of the Voxeo family and since this time we worked on extensive enhancements for our technical support for customers, partners and developers.

While it was planned to open up the support system for our customers and partners for some time – and the old support ticketing system used at VoiceObjects already had all ingredients to show up as a support portal and knowledge base – the acquisition made this step even more urgent.
With the necessity of integrating VoiceObjects´ Technical Support into Voxeo´s Extreme Support organization, we were facing the need of having one ticketing system for all technical support inquiries.
The solution is Voxeo´s Evolution Portal.

Now we are happy to introduce VoiceObjects Evolution – a support sortal for customers, partners and developers using VoiceObjects´ technology, based on Voxeo’s Evolution.
This portal enables you to get support for your VoiceObjects related inquiries directly. It also allows the Voxeo Extreme Support team to use one system for all incoming support requests. This makes it easier for us to help you in the most effective way.

You may be wondering: “What is it all about?”
Well, this portal is a web based ticketing system. This means that the easiest way to get support is to log into Evolution and either open a support chat for quick questions or open a support ticket.

Or visit one of the available forums and check if your question has already been answered. If not – why not open a new forum thread?

Additional features are

  • You are able to see all tickets opened for your account / company – even tickets opened by your co-workers

  • Get access to the VoiceObjects documentation

  • Explore other helpful resources

  • View global tickets (announcements)

As a VoiceObjects Customer or Partner you are able to get a personal introduction to the portal. You or your manager should already have received a mail regarding the transition to the new support portal evolution.voiceobjects.com. If not, you will receive it within the next weeks.

If you are a VoiceObjects Developer I would like to ask you to register for your individual Evolution account at http://evolution.voxeo.com. This will give you the opportunity to receive support for your VoiceObjects products. Additionally it will give you the full Voxeo Evolution feature set – including the free hosted Voxeo Prophecy IVR.
You already have an account at Voxeo? Great – Just use it to get support for all of your Voxeo products!

And – we are not done yet.
We are working on integrating parts of our internal knowledge base into this portal within the next months.

Additional features for this portal are coming soon.
Stay tuned …

VoiceObjects Analyzer for MicroStrategy 9 – Free Edition

Monday, July 20th, 2009

A few weeks ago you have learned how to enable Infostore on your Developer Edition. Once the connection to Infostore has been established, detailed information about the calls to your application are beeing logged to the Infostore repository.  By the way if you want to learn how you can fill your new Infostore repository faster than by manually making calls, join us for our next Developer Jam Session taking place on July 29 at 11am Eastern to learn about LoadTester. Registration is open now.

With VoiceObjects Analyzer for MicroStrategy 9 now available for download from the VoiceObjects Developer Portal (for the free Developer Edition) as well as from the VoiceObjects Service Portal (for existing customers), and the parallel offering of the free available MicroStrategy 9 Reporting Suite you can now complete your package of free solutions to get all the possibilities to create and call applications with Voxeo VoiceObjects  Developer Editon, and to analyze the callers’ behavior by running one of the 50 standard reports that are part of VoiceObjects Analyzer for MicroStrategy 9.

A detailed description on how to download, install and configure MicroStrategy 9 and VoiceObjects Analyzer is available here. Follow the descibed steps and come back to this post once MicroStrategy 9 is running properly and VoiceObjects Analyzer for MicroStrategy has been imported successfully.

In the following we will briefly describe how you can run one of the standard reports delivered with VoiceObjects Analyzer in MicroStrategy 9. Keep in mind that running a meaningful report requires to have at least some useful data in your Infostore repository. By the way, we are planning to extend our free offering by adding a package of Infostore demo data. Stay tuned for more details within the next couple of weeks!

  1. Open MicroStrategy Desktop (typically available from the start menu “Start” -> “All programs” -> “MicroStrategy” -> “Desktop”).
  2. Provide the login details as defined in the Intelligence Server configuration (default is Administrator and empty password).
  3. Open the Project Source “VoiceObjects Analyzer” (or any other name you have defined in the Project Source creation process).
  4. Open the project “VoiceObjects Analyzer v9 R1″.MicroDesktop
  5. The standard reports can be found in the folder “Reports” below “Public Objects”. They are distributed in three categories “Administration and Maintenance”, “Application Development and Tuning” and “Business and Caller Analysis”. Refer to the Analyzer Guide for detailed information on the different reports.
  6. As an example open the report “Number of Sessions by Day” from the category “Administration and Maintenance”.
  7. In the upcoming prompts select the service and pick at least the year on which the report should be run. Click  “Finish” to start the report. You should get a report looking similar to the following example:
    ExampleReport
  8. Now you can enjoy exploring the variety of available reports.

As always, if you have any problems, questions, or suggestions do not hesitate to contact our Extreme Support.

How to Setup MicroStrategy 9 with VoiceObjects Analyzer

Monday, July 20th, 2009

The following text describes how to download, install and configure MicroStrategy and VoiceObjects Analyzer for MicroStrategy to properly work together.
Before we begin with the installation process itself you should take a moment and step through the prerequisites, so that everything needed is available for the setup.

Prerequisites & System Requirements:

  • VoiceObjects Analyzer for MicroStrategy 9 (download from the Developer Portal)
  • MicroStrategy 9 free reporting software (download from MicroStrategy – ~ 1,8 GB!)
    NOTE: Registration is required before you can download MicroStrategy 9.
    Once registered you will receive an email with a license key that must be entered during the installation process.
  • A Infostore repository with at least some logging data in it
  • Microsoft Office 2002 or higher
  • Acrobat Reader version 7 or higher
  • Adobe Flash Player version 9.0

Once you have completed collecting all the material we can start with the installation process.

Installation:

  1. Double-click the file MICROSTRATEGY9.exe to start the installation.
  2. Enter the license key you received from MicroStrategy.
  3. Follow the instructions and keep all default settings.
  4. Send activation request.
  5. Restart your computer.

After the installation you now need to activate and configure MicroStrategy properly.

Activation & Configuration

First open the “License Manager” from the start menu and switch to the tab “License Administration”. Click “Next” and select the option “Server Activation using Activation Code”. Now paste in the activation code you have received by email after you sent the activation request during the installation process of MicroStrategy.

License Manager

Click “Next” to finish the activation process.

Secondly you need to configure MicroStrategy to import the VoiceObjects Analyzer package and connect to your Infostore repository. If after restarting your machine the “Configuration Wizard” of MicroStrategy has not started automatically, you need to go to the start menu and open it manually. The “Configuration Wizard” is used to:

  • generate or update the metadata tables of MicroStrategy (as the downloaded package is already updated to MicroStrategy 9, this option can be skipped);
  • configure the MicroStrategy Intelligence Server;
  • create the connection to the project sources, which will be VoiceObjects Analyzer for MicroStrategy in our case.

Configuration Wizard Overview

  1. Select the option “MicroStrategy Intelligence Server”. Click “Next” to continue.Configuration Wizard IntelligenceServer
  2. On this screen the DSN (Data Source name) must be selected that represents the connection to the MicroStrategy metadata tables. Click “New” to define a new DSN.
  3. On the upcoming screen click “Next” to continue.Configuration Wizard IV
  4. Next, the appropriate driver for the DSN must be selected. Select “Other Relational Databases”. Click “Next” to continue.
    Configuration Wizard V
  5. Select the appropriate Microsoft Access driver, e.g.  “Microsoft Access Driver” if you have the English version of Microsoft Access installed. Click “Next” to continue.Configuration Wizard VI
  6. Define a name and description for the new DSN and click  “Select”. In the upcoming file dialog browse for the downloaded VoiceObjects Analyzer for MicroStrategy file (VoiceObjectsAnalyzer_forMicroStrategy_90.mdb) and click  “OK”.
  7. Click “OK” again to finally create this DSN.
  8. Back in the DSN screen you will find this new DSN selected. Click “Next” to continue.Configuration Wizard IntelligenceServerII
  9. If not already provided as default values use Administrator as user name and leave the password field empty. Click “Next” to continue.ConfigurationWizard IntelligenceServerIII
  10. Define a name for the new Intelligence Server, e.g. MicroStrategy. Click “Next” to continue.ConfigurationWizard IntelligenceServerIV
  11. Select the checkboxes “VoiceObjects Analyzer v9 R1″ in order to load the package on start-up and “Start Intelligence Server when finished” to start the Intelligence Server automatically after the configuration process. Click “Next” to continue.
  12. If a warning message pops up complaining about a missing DSN, this can be ignored. The missing DSN will be defined later in the configuration process.Server Summary
  13. Check the summary. Click “Finish” to finally start the configuration of the MicroStrategy Intelligence Server.
  14. After a successful configuration click “Close” to return to the Overview page of the Configuration Wizard.ConfigurationWizard Project
  15. Back on the Overview page select the option “Project Sources”. Click “Next” to continue.ConfigurationWizard Project II
  16. Define a name for the project source, e.g. VoiceObjects Analyzer, and select the option “MicroStrategy Intelligence Server (3 Tier)”. Click “Next” to continue.ConfigurationWizard Project III
  17. Select the machine on which your MicroStrategy Intelligence Server is running and provide the corresponding port number, if you have changed the default port. Click “Next” to continue.ConfigurationWizard Project IV
  18. Keep the default selection “Use login id and password entered by the user (standard authentication)”. Click “Next” to continue.ConfigurationWizard Project V
  19. Check the summary. Click “Finish” to finally start the creation of the new Project Source.
  20. After a successful configuration click “Close” to return to the Overview page of the Configuration Wizard.ConfigurationWizard Overview II
  21. Click “Exit” to close the Configuration Wizard.

Configure DSN to Infostore repository

As mentioned during the configuration of the MicroStrategy Intelligence Server, a DSN to the existing Infostore repository is needed. The VoiceObjects Analyzer for MicroStrategy package requires a DSN named Infostore_WH. Follow the steps described below in order to create this DSN.
NOTE: Depending on your Windows operating system, the steps might slightly differ from the description!

  1. Open the “Data Sources (ODBC)” window (Start -> Control Panel -> Administrative Tools -> Data Sources (ODBC)).
  2. Select the tab “System DSN”.
    odbc
  3. Click “Add” to create a new DSN
    NOTE: If no DSN´s are listed here (althoug one has already been created in the Intelligence Server configuration), this might indicate that you are running MicroStrategy 9 (32 bit software) on a 64 bit operating system. In this case you need to open the “ODBC Data Source Administrator” manually by starting the application [Windows]/SysWOW64/odbcad32.exe.
  4. Select the driver that corresponds to your RDBMS containing the Infostore repository. Click “Finish” to continue.
  5. CAUTION: Take care to use the name Infostore_WH for the new DSN, as otherwise the VoiceObjects Analyzer project cannot be connected to the data in your Infostore repository.
  6. Follow the steps depending on the selected driver to properly define the connection to your Infostore repository.

Test of MicroStrategy Configuration

Once the DSN to the Infostore repository has been created successfully, you can test your setup by doing the following:

  1. Open the MicroStrategy Desktop (Start -> All Programs -> MicroStrategy -> Desktop -> Desktop).
  2. Provide the login details as defined in the Intelligence Server configuration (default is Administrator and empty password).
  3. Open the Project Source “VoiceObjects Analyzer” (or any other name you have defined in the Project Source creation process).
  4. Open the project “VoiceObjects Analyzer v9 R1″.
  5. Expand the folder “Data Explorer” -> “Application” -> “Site” and check if an entry “System” will be offered. If this is the case the connection to the Infostore repository is working.DesktopTest