Cisco Unified Contact Center Express Server Configuration Report

Cisco Unified Contact Center Express Server

Configuration Report

Customer

A sample report

8 January 2014

1



Document Information

Version Status

1.0

Release Number

Client Information

Prepared for:

Name:

Title:

Address:

Telephone:

Email:

Date

8-Jan-14

Company

Name

Company

123 Home Drive

+418112313 email@company.com

Presenter Information

Prepared by: Company

Name:

Title:

Address:

Telephone:

Email:

Name

Company

123 Home Drive

+418112313 email@company.com

Reason for Version

Release

Page 2 of 33



Table of Content

Document Information ...................................................................................................................................... 2

Version Status ................................................................................................................................................ 2

Client Information .......................................................................................................................................... 2

Presenter Information ................................................................................................................................... 2

1 Report Summary ............................................................................................................................................. 5

2 System ............................................................................................................................................................. 6

2.1 Server ....................................................................................................................................................... 6

2.2 System Parameters .................................................................................................................................. 6

2.3 License Information ................................................................................................................................. 6

2.4 Language Information .............................................................................................................................. 7

3 Applications ..................................................................................................................................................... 7

3.1 Application Management ........................................................................................................................ 7

3.2 Script Management .................................................................................................................................. 7

3.3 Prompt Management ............................................................................................................................... 8

3.4 Grammar Management ........................................................................................................................... 8

3.5 Document Management .......................................................................................................................... 8

4 Subsystems ...................................................................................................................................................... 8

4.1 CUCM Telephony ..................................................................................................................................... 8

4.1.1 Provider ............................................................................................................................................. 9

4.1.2 Call Control Group ............................................................................................................................ 9

4.1.3 Triggers ............................................................................................................................................ 10

4.1.4 Telephony Advanced Settings ......................................................................................................... 11

4.2 RmCm ..................................................................................................................................................... 11

4.2.1 Skills ................................................................................................................................................. 11

4.2.2 Resources ........................................................................................................................................ 11

4.2.3 Resource Groups ............................................................................................................................. 12

4.2.4 Contact Service Queues .................................................................................................................. 12

4.2.5 RmCm Provider ............................................................................................................................... 13

4.2.6 Agent Based Routing Settings ......................................................................................................... 13

4.2.7 Teams .............................................................................................................................................. 13

4.3 Cisco Media ............................................................................................................................................ 13

5 Tools .............................................................................................................................................................. 14

5.1 Historical Reporting ............................................................................................................................... 14

5.1.1 Database Server Configuration ....................................................................................................... 14

5.1.2 Purge Schedule Configuration ........................................................................................................ 14

6 Command Line objects .................................................................................................................................. 15

7 Script Files ..................................................................................................................................................... 16

7.1 aa.aef

...................................................................................................................................................... 16

7.2 icd.aef

..................................................................................................................................................... 21

7.3 folder2__voicebrowser.aef

.................................................................................................................... 22

7.4 folder1__rmon.aef

................................................................................................................................. 23

7.5 folder1__SNU.aef

................................................................................................................................... 29

7.6 folder1__sub11__voicebrowser.aef

...................................................................................................... 32

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Page 4 of 33



1 Report Summary

This configuration report contains the configuration objects for the Cisco Unified Contact Center

Express (Unified CCX) cluster.

Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center

Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contactcenter-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce

Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard,

Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified

Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution.

A single-server, integrated 'contact center in a box' intended for both formal and informal contact centers, Cisco Unified Contact Center Express delivers:

 Sophisticated call routing and comprehensive contact management capabilities

 Powerful, automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting

 Presence integration for increased caller satisfaction through improved agent performance and knowledge worker expertise

 Workforce Optimization, including Workforce Management, Quality Management and

Advanced Quality Management

 Blended Preview Outbound Dialer and outbound interactive voice response capabilities

 Blended Agent Email

 Easy-to-use administration features

 Mobile Supervisor enabling real-time reports on the go

 Simplified installation, configuration, and application hosting

Report Summary

Report date

Report generated for

Description

UCCX version

UCCX IP

Report Tool version

Report Tool License

Visual style

2/01/2014 3:30:26 PM

Customer

A sample report

10.0.0.95000-491

10.5.1.64

10.0.3 / 6 Dec 2013(BETA)

Licensed [Ent 467890]

Blu Dark.css

Page 5 of 33



Report Content

Template HTML

Template Word custom

UCCXreportTemplate.htm

Bars_Phones_Green_Blue.doc

2 System

The System menu of the Unified CCX Administration system provides options for performing system-related tasks. Depending on the product package you purchased, the System menu contains some or all of the following menu options:

 Server

 System Parameters

 Recording Configuration (for UCCX version 10 and later)

 License Information

 Language Information

2.1 Server

This section list the servers in the cluster. Each server information includes Host Name(IP Address),

MAC Address, and description of the server.

The following servers are configured in the cluster:

Servers

Host Name/IP Address

10UCCX

Node ID

2

MAC Address Description

2.2 System Parameters

The system parameter section defines the number of historical reporting clients, the recording count, port settings, the default session timeout, and codec.

The following system parameters are configured in the cluster:

System Parameters Configuration

Parameter Name

Generic System Parameters - System Time Zone*

Internationalization Parameters - Customizable Locales

Internationalization Parameters - Default Currency*

Media Parameters - Codec

Parameter Value Suggested Value

Pacific Standard Time

American Dollar [USD] American Dollar

G711 G711

Application Parameters - Supervisor Access

Application Parameters - Max Number of Executed Steps*

Application Parameters - Additional Tasks*

Application Parameters - Default Session Timeout*

Application Parameters - Enterprise Call Info Parameter Separator* |

No Access to Teams

1000

0

30

5 Application Parameters - Live Data - Short Term Reporting

Duration

System Ports Parameters - RMI Port*

System Ports Parameters - Master Listener TCP Port*

6999

1994

1000

0

30 minutes

|

5 minutes

6999

1994

2.3 License Information

Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and

Premium licensing packages.The uploaded licenses define the feature set for a Unified CCX system and the subsystems available in the configuration.

The following licenses are available in the cluster:

Configured Licenses:

Page 6 of 33



Package None

2.4 Language Information

The Languages configuration settings are used to enable and configure languages to be used with

Cisco Unified Contact Center Express CAD and CSD. Enabling a language allows it to be used to play prompts and grammars through Cisco Unified IP IVR.

The following languages configuration settings have been configured:

Language Configuration

Default Language* English (United States) [en_US]

3 Applications

The process of configuring Cisco script applications includes uploading Unified CCX scripts and prerecorded prompts, installing grammars and customized languages, and adding triggers to applications.

This section contains the following chapters:

 Application Management

 Script Management

 Prompt Management

 Grammar Management

 Document Management

3.1 Application Management

Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system.

A Cisco application has one or more triggers so that the application can respond to Unified CM and

Unified CME Telephony calls and HTTP requests.

Triggers are specified signals that invoke application scripts in response to incoming contacts. The

Unified CCX system uses Unified CM/Unified CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests.

The following applications are present:

< No records found >

3.2 Script Management

Unified CCX applications are based on scripts created in the Unified CCX Editor. Cisco script applications are based on scripts that you must upload to the repository and make available to the

Unified CCX system.

The following scripts are present:

Script Management

Name aa.aef icd.aef

SNU.aef rmon.aef voicebrowser.aef voicebrowser.aef

Path

../

../

../folder1/

../folder1/

../folder1/sub11/

../folder2/

Size Date Modified

91.00 KB 2013-10-30 02:06:27.514

10.00 KB 2013-10-30 02:06:37.923

58.00 KB 2013-10-30 02:07:00.242

95.00 KB 2013-10-30 02:06:55.118

7.00 KB

7.00 KB

2013-10-30 02:07:11.693

2013-10-30 02:07:30.673

Modified By crsadmin crsadmin crsadmin crsadmin crsadmin crsadmin

Page 7 of 33



3.3 Prompt Management

Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Unified CCX system.

The following prompts are present:


3.4 Grammar Management

A grammar is a specific set of all possible spoken phrases and Dual Tone Multi-Frequency (DTMF) digits to be recognized by Unified CCX applications and acted upon during run time. The Unified

CCX system uses specific grammars when recognizing and responding to caller response to prompts. You must store these grammars in a directory to make them available to the Unified CCX system.

The following grammars are present:


3.5 Document Management

Several system-level document files are loaded during Unified CCX installation. However, any file you create needs to be made available to the Unified CCX Engine before a Unified CCX application can use them. This is done through the Unified CCX cluster's Repository datastore, where the document files are created, stored, and updated.

The following documents are present:


4 Subsystems

The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system.

The Unified CCX system uses subsystems for communicating with other services. Depending on the

Unified CCX package you have installed, the Subsystems menu may vary.


 CUCM Telephony

 RmCm (Resource Management)

 Outbound Campaigns [Premium license required]

 Database [Premium license required]

 HTTP [Premium license required]

 Cisco Media

 MCRP ASR (Automatic Speech Recognition) [Premium license required]

 MCRP TTS (Text To Speech) [Premium license required]

4.1 CUCM Telephony

The Unified CCX system uses the Unified CM Telephony subsystem of the Unified CCX Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI)

Manager.

The Unified CM Telephony subsystem is the subsystem of the Unified CCX Engine that sends and receives call-related messages from the Unified CM CTI Manager through the Unified CM Telephony client. To enable your Unified CCX server to handle Cisco Unified Communications requests, you will need to provision the Unified CM Telephony subsystem. The Unified CM Telephony subsystem is available in all the Unified CCX license packages.

Page 8 of 33



The CUCM telephony configuration section is used to enter Unified CM Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CM Telephony trigger information, and to resynchronize Unified CM Telephony information.


 CM Telephony Provider

 Call Control Group

 Triggers

 CM Telephony Advanced Settings

4.1.1 Provider

The Unified CCX system uses the Unified CM Telephony provider to send and receive call-related messages via the Unified CM Computer Telephony Interface (CTI) Manager.

The Primary Unified CM Telephony Provider defines the IP address of the Cisco Media

Convergence Server (Cisco MCS) running Unified CM CTI Manager in the cluster.

The User Prefix defines User prefix for the Unified CM user IDs created in Unified CM.

The following settings for the Unified CM Telephony provider are configured:

CUCM Telephony Provider

Primary Cisco Unified CM Telephony Provider

Secondary Cisco Unified CM Telephony Provider

User Prefix

10.5.1.60 crs

4.1.2 Call Control Group

The Unified CCX system uses Unified CM Telephony call control groups to pool together a series of

CTI ports, which the system uses to serve calls as they arrive or depart from the Unified CCX server.

The corresponding CTI ports are created in the Unified CM Telephony call control group. You can create multiple Unified CM Telephony call control groups to share and limit the resources to be used by specific applications.

The following Unified CM Telephony Call Control Groups are defined:

Page 9 of 33



4.1.3 Triggers

Unified CM Telephony triggers are defined to invoke application scripts in response to incoming contacts. A Unified

CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.

The following Unified CM Telephony triggers are defined:

Page 10 of 33



4.1.4 Telephony Advanced Settings

The following advanced settings for the Unified CM Telephony Client are configured:

CUCM Telephony Advanced Settings

Enable Periodic Wakeup:

Periodic Wakeup Interval (sec)

Enable Queue Stats:

Queue Size Threshold

CTI Request Timeout (sec)

Provider Open Request Timeout (sec)

Provider Retry Interval (sec)

Server Heartbeat Interval (sec)

Route Select Timeout (ms)

Post Condition Timeout

Use Progress As Disconnect

N

50

N

25

30

200

30

30

5000

15

0

4.2 RmCm

The RmCm configuration section is used to configure skills groups, resources, resource groups, Contact Service

Queues (CSQs), and RM (Resource Manager) Unified CM Telephony providers.


 Skills

 Resources

 Resource Groups

 Contact Service Queues

 Rm Cm Provider [requires Enhanced or Premium license package]

 Agent based routing settings [requires Enhanced or Premium license package]

 Teams

4.2.1 Skills

Skills are customer-definable labels assigned to agents. Once the skills have been created, you can add skills to agents. You can also select the competence level of the agent(s) for each of the assigned skills. Competence level indicates the agent's level of expertise in that skill.

The following skills are defined and assigned to the agents in the right column:

Skill List

Skill Name expert supervisor help desk

Resources

4.2.2 Resources

Once the end users in Cisco Unified Communications1 are defined as agents, the list of agents and their associated

Unified CCX devices are displayed in the Subsystems > RmCm > Resources page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group.

If you have Unified CCX Standard license package, you can add skills to agents once the skills have been created.

You can also select the competence level of the agent(s) in assigned skills. Competence level indicates the agent's level of expertise in that skill.

The following agents (resources) are configured:

Resources List

Resource Name

Clint Eastwood

Resource Information

Resources

Page 11 of 33



Resources List

Resource Name

Jack Nicholson

Resource Information

Resource ID

IPCC Extension

Resource Group

Automatic Available

Assigned Skills

Team

Resources

Resource ID

IPCC Extension

Resource Group

Automatic Available

Assigned Skills

Team ceastwood

8006 null

Y


Default jnicholson

4006 null

Y


Default

4.2.3 Resource Groups

Resource groups are collections of agents that your CSQ uses to handle incoming calls. To use resource groupbased CSQs, you must specify a resource group.

The following resource groups are defined:

List Resource Group

Resource Group Name test_resource

Resources

4.2.4 Contact Service Queues

The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent.

After you assign an agent to a resource group and skills, you need to configure the CSQs. You assign agents to a

CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or having all the selected skills are assigned to the CSQ. Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for 'most skilled' and lowest for 'least skilled') of the first skill in the list. If there is a tie, then the next skill within the order is used, and so on.

Skills within the CSQ can also be weighted. The weight value is an integer from 1 to 1000. Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for "most skilled" and lowest for "least skilled").

The following Contact Service Queues (CSQs) are configured:

Contact Service Queues

Name

111

Details

Contact Service Queue

Contact Service Queue Type

Contact Queuing Criteria

Automatic Work

Wrapup Time

Resource Pool Selection Model

Service Level

Service Level Percentage

Resource Selection Criteria

Required Skills

Voice

FIFO

N

N

Resource Skills

5

70

Longest Available expert(5), supervisor(5)

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4.2.5 RmCm Provider

The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME Telephony user (called the RmCm

Provider) to monitor agent phones, control agent states, and route and queue calls.

The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM.

Rm Cm Provider

Primary RmCm Provider

Secondary RmCm Provider

User ID

10.5.1.60 crsrmcm

4.2.6 Agent Based Routing Settings

Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time.

The Agent Based Routing Settings is available only if you are using Unified CCX Enhanced or Premium license packages.

The Automatic Work setting determines if agents automatically move to the Work state after a call. This causes agents to go into Work state automatically when a call ends. If disabled (default) this setting causes agents to enter

Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.

The Wrapup Time setting determines if agents automatically enter Wrapup after a call. This setting controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length

(greater than 0 second but less than 7200 seconds). If the Wrapup Time setting is Disabled (default) there is no limit of how long the agent can stay in the Work state if Automatic Work is enabled.

Agent Based Routing Setting

Automatic Work*

Wrapup Time* disabled disabled

4.2.7 Teams

A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisor(s). A supervisor can also monitor CSQs that are assigned to the team being supervised.

Barge in is when a supervisor joins an existing call between an agent and a customer.Intercept is when the supervisor joins a call and drops the agent from the call.

A default team is automatically created by the system and cannot be deleted. If agents are not assigned to any team, they belong to the default team. When an agent is assigned to a team, the team's supervisor can barge-in and intercept any call being handled by the agent.

The following teams are configured:

List Team

Team Name

Default

Details

Team Configuration

Primary Supervisor

Secondary Supervisors

Assigned Resources

Assigned CSQs

NONE

Clint Eastwood

Jack Nicholson

111

4.3 Cisco Media

The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media subsystem manages the

CMT media resource. CMT channels are required for Unified CCX to be able to play or record media.

The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.

Page 13 of 33



The Unified CCX system uses the Media subsystem of the Unified CCX Engine to configure Cisco Media Termination

(CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller.

The following Media Termination (CMT) dialog groups are configured:

Ports List

Group ID

0

Details

Group Information

Description

Maximum Number Of Channels

Default

50

5 Tools

The tools section contains options that allow you to access the following system tools such as Plug-ins, Real-Time

Reporting, Real-Time Snapshot Config, and Historical Reporting, You can also assign access levels to administrators and supervisors and reset passwords.


 Database Server Configuration

 Purge Schedule Configuration

5.1 Historical Reporting

Historical reports are not shown in this configuration report. You can view the historical reports through Historical

Reporting client.

This section contains the following configuration settings:

 Database Server Configuration

 Purge Schedule Configuration

5.1.1 Database Server Configuration

The Database Server configuration specifies the maximum number of client and scheduler connections that can access the database server.

Database Server Configuration

Server Name

Max DB Connections for Report Client Sessions

10UCCX*

5

5.1.2 Purge Schedule Configuration

You can change the time of day that the system assesses the need to purge data and the age of data to purge.

When data is purged, the Unified CCX sends a 'Database purged' message. This message announces that a purge has taken place and includes an explanation of the purging activity. If the database is approaching its maximum size, then the Unified CCX sends the following message - 'Database approaching maximum size'. The system can send notifications through Syslog (system log) and SNMP traps.

The following purge schedule options are defined:

Purge Schedule Configuration

Purge Schedule

Daily purge at

Purge data older than

Auto Purge Configuration

Initiate automatic purge when database size exceeds

Auto purge data for the oldest

01:00

90 months.

80% of 11038 MB

16 days.

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6 Command Line objects

This section contains status and configuration objects obtained via the command line.

Page 15 of 33



7 Script Files

Unified CCX applications are based on scripts created in the Unified CCX Editor.

The following sub chapters list each script that is present in the UCCX script repository.



aa.aef



icd.aef



folder2__voicebrowser.aef



folder1__rmon.aef



folder1__SNU.aef



folder1__sub11__voicebrowser.aef

7.1 aa.aef

Start Auto Attendant Template

Accept (--Triggering Contact--)

/*Check if we support ASR*/

Get Contact Info (--Triggering Contact--)

/*Initialize Prompts*/

menuPrompt = Create Conditional Prompt (asr ? SP[AA\AAMainMenu_ASR] : SP[AA\AAMainMenu])

extnPrompt = Create Conditional Prompt (asr ? SP[AA\AAEnterExtn_ASR] : SP[AA\AAEnterExtn])

namePrompt = Create Container Prompt Escalation (SP[AA\AANameDial0_ASR] || SP[AA\AANameDial1_ASR] || ...)

namePrompt = Create Conditional Prompt (asr ? namePrompt : SP[AA\AANameDial])

/*Play Welcome Prompt without any interruptions or barge-in being enabled.*/

Play Prompt (--Triggering Contact--, welcomePrompt)

MainMenu:

If (asr || AlwaysEnableDialByName ) Then

True

/*DialByName supported.*/

False

Switch Language ( language ) en

/*DialByName supported for English*/ fr_CA

/*DialByName supported for Canadian French.*/

Default

/*DialByName not supported.*/

Goto DialByExtn

prompt = Create Container Prompt Escalation (prefixPrompt + menuPrompt || menuPrompt)

/*Clear Prefix*/

Set prefixPrompt = P[]

Simple Recognition (--Triggering Contact--, prompt, SG[AA\AAMainMenu])

DialByExtn

DialByExtn:

prompt = Create Container Prompt Concatenation (prefixPrompt + extnPrompt)

/*Clear Prefix*/


extnXfer = Get Digit String (--Triggering Contact--)

Successful

If (extnXfer == "") Then

True

Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500]

If (attempts < MaxRetry ) Then

Page 16 of 33



True

Increment attempts

Goto MainMenu

False

False

prompt = Create Generated Prompt telephone.number (extnXfer)

/*Localize based on Language*/

prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AACallingExtn], L[ko]: prompt + SP[AA\AACallingExtn], ...)

Implicit Confirmation (--Triggering Contact--, prompt)

No


True

/*Flush Input Buffer in case the caller pushed multiple times on the keys to stop the transfer. We need to do it here because the

GetDigitString that queries for the extension doesn't flush the buffer. Now we could also have replace the GetDigitString step for a ExtendedGetDigitStep and dynamically change the boolean variable used for the FlushInputBuffer property to be true before we branch there. */

Play Prompt (--Triggering Contact--, P[])

Increment attempts

Goto DialByExtn

False

Yes

Call Redirect (--Triggering Contact-- to extnXfer)

Successful

Set Contact Info (--Triggering Contact--, handled)

End

Busy

Set prefixPrompt = SP[AA\AABusyExtn] + DP[500]

Invalid


Unsuccessful

Set prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500]


True

Increment attempts

Goto MainMenu

False

Timeout

Unsuccessful

DialByName

DialByName:

prompt = Create Container Prompt Concatenation (prefixPrompt + namePrompt)

/*Clear Prefix*/


user = Name To User (--Triggering Contact--, prompt)

Successful

Get User Info (user)

If (spokenName == null) Then

True

Set prompt = SP[AA\AACalling]

False


Page 17 of 33



prompt = Create Language Prompt (L[ja]: spokenName + SP[AA\AACallingName], L[ko]: spokenName + SP[AA\AACallingName], ...)

Implicit Confirmation (--Triggering Contact--, prompt)

No not available.*/

/*Fall back to Spelling prompt if there is no spoken name and TTS is

fullNamePrompt = Create Generated Prompt fullname (firstName, lastName)

ttsPrompt = Create Generated Prompt fullname (firstName, lastName, ...)

prompt = Create Conditional Prompt (spokenName == null ? ttsPrompt ||| fullNamePrompt : P[] + spokenName)

If (asr) Then

True


prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AAWant2Call_ASR], L[ko]: prompt + SP[AA\AAWant2Call_ASR],

...)

False

Set prompt = prompt + DP[250] + SP[AA\AAWant2Call]

prompt = Create Container Prompt Concatenation (prompt)

/*Set needs to be removed as soon as the step is fixed to support grammar expressions*/

Set grammar = SG[AA\AAWantToCall]

Explicit Confirmation (--Triggering Contact--, prompt, grammar)

Yes

Goto Xfer

No

Timeout

Error


True

Increment attempts

Goto DialByName

False

Yes

Xfer:

/*Check if extension exist as the new NameToUser step can return users that do not have devices associated with them.*/

If (extnXfer != null) Then

True

Call Redirect (--Triggering Contact-- to extnXfer)

Successful


End

Busy


Invalid


Unsuccessful


False



True

Increment attempts

Goto MainMenu

False

Page 18 of 33



Timeout

Unsuccessful

Operator

Goto XferOperator

Operator

XferOperator:

Call Redirect (--Triggering Contact-- to operExtn)

Successful


End

Busy


Invalid


Unsuccessful



True

Increment attempts

Goto MainMenu

Timeout

False

Unsuccessful

/*We could not recognize anything or transfer anywhere*/

Play Prompt (--Triggering Contact--, prefixPrompt + SP[AA\AASorry])

Call Redirect (--Triggering Contact-- to operExtn)

Successful

Terminate (--Triggering Contact--)

End

Busy


Invalid


Unsuccessful



True

Increment attempts

Goto MainMenu

False

/*Were not able to transfer to the operator. Playback the prompt and simply exit the application. The system default treatment will kick in.*/

Play Prompt (--Triggering Contact--, prefixPrompt + DP[1000])


End

Script Variables

Name welcomePrompt extnXfer user menuPrompt asr prefixPrompt

Type

Prompt

String

User

Prompt boolean

Prompt

Value

SP[AA\AAWelcome.wav]

"" null

P[] false

P[]

Attributes

Parameter null null null null null

Page 19 of 33


Configuration Report attempts extnPrompt namePrompt prompt spokenName name language

MaxRetry

AlwaysEnableDialByName grammar operExtn firstName lastName fullNamePrompt ttsPrompt int

Prompt

Prompt

Prompt

Document

String

Language int boolean

Grammar

String

String

String

Prompt

Prompt

1

P[]

P[]

P[] null

""

L[en_US]

3 false

G[]

""

""

""

P[]

P[] null null null null null null null

Parameter null null

Parameter null null null null

Page 20 of 33



7.2 icd.aef

Start Simple Queuing Template


Play Prompt (--Triggering Contact--, WelcomePrompt)

Select Resource (--Triggering Contact-- from CSQ)

Connected

Queued queueLoop:

Play Prompt (--Triggering Contact--, QueuePrompt)

Delay DelayWhileQueued sec

Goto queueLoop

End


Name resourceID

CSQ

DelayWhileQueued

WelcomePrompt

QueuePrompt

SRS_TempResourceSelectedVar2

Type

String ""

String "" int 30

Value

Prompt SP[ICD\ICDWelcome.wav]

Prompt SP[ICD\ICDQueue.wav]

User null

Attributes null

Parameter

Parameter

Parameter

Parameter null

Page 21 of 33



7.3 folder2__voicebrowser.aef

Start Voice Browser Template


DEFAULT_DOC_VER3 = Create URL Document (uri)

Voice Browser (--Triggering Contact--, DEFAULT_DOC_VER3)


End


Name uri

DEFAULT_DOC_VER3

Type

String

Document

Value

""

DOC[]

Attributes

Parameter null

Page 22 of 33



7.4 folder1__rmon.aef

Start Remote Monitoring Template


Play Prompt (--Triggering Contact--, welcomePrompt)

Set numAuth = 0 authStart:

Set authOk = false

userLogin = Get Digit String (--Triggering Contact--)

Successful

password = Get Digit String (--Triggering Contact--)

Successful

Authenticate User PIN (userLogin, password)

Success

Set authOk = true

Unsuccessful

Timeout

Unsuccessful

Timeout

Unsuccessful

If (authOk) Then

True

False

Increment numAuth

If (numAuth < AuthenticationRetry) Then

True

Play Prompt (--Triggering Contact--, SP[SSA\pwdOrUidWrong])

Goto authStart

False

Play Prompt (--Triggering Contact--, SP[SSA\failAuthenticate])

Goto end

/*Dynamically construct the prompt for selectting CSQs*/

Set errorCount = 0 getOptionOfCsqOrExt:

Menu (--Triggering Contact--, SP[SSA\extOrCSQ])

Output 1 getExtension:

Set ext = ""

extStr = Get Digit String (--Triggering Contact--)

Successful

Set ext = extStr

Timeout

Set ext = ""

Unsuccessful

Set ext = ""

If (ext !="") Then

True

Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) monitorExtStep:

failureCode = Start Monitor Resource Extension (--Triggering Contact--, ext, Supervisor: userLogin, Enable Allowed Agents)

WaitForCall

Set errorCount = 0 waitForCallAgent:

Page 23 of 33



Menu (--Triggering Contact--, DP[1])

Output 1

Stop Monitor (--Triggering Contact--)

Success

Goto getOptionOfCsqOrExt

Fail


Timeout

Goto waitForCallAgent

Unsuccessful

Goto waitForCallAgent

Monitor

Set errorCount = 0 monitorAgent:


Output 1


Success

Menu (--Triggering Contact--, SP[SSA\doneMenu])

Output 1

Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor])

Goto monitorExtStep

Output 2


Output 3

Goto end

Timeout

Goto end

Unsuccessful

Goto end

Fail


Timeout

Goto monitorAgent

Unsuccessful

Goto monitorAgent

NotAnswered

Set errorCount = 0

Goto monitorExtStep

Error

Switch int ( failureCode )

InvalidInput

Play Prompt (--Triggering Contact--, SP[SSA\invalidInput])

AgentNotLogin

Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin])

NotAllowed

Play Prompt (--Triggering Contact--, SP[SSA\notAllowed])

VoipServerDown

Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown])

UnableMixing

Play Prompt (--Triggering Contact--, SP[SSA\unableToMix])

UnableFollowCall

Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall])

Page 24 of 33



Default

Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor])

If (errorCount < maxTotalFails ) Then

True

Increment errorCount


False

Goto end

Done

Set errorCount = 0 doneAgent:


Output 1


Goto monitorExtStep

Output 2


Output 3

Goto end

Timeout

Goto end

Unsuccessful

Goto end

False


True


Play Prompt (--Triggering Contact--, SP[try_again])

Goto getExtension

False

Goto end

Goto end

Output 2 csqMenu:

Set csq = ""

csq = Get Digit String (--Triggering Contact--)

Successful

csqNameWavePrompt = Create CSQ Prompt (csq)

Successful

Set csqNameWavePrompt = SP[SSA\haveSelectCSQ]+csqNameWavePrompt

Play Prompt (--Triggering Contact--, csqNameWavePrompt)

Unsuccessful

Invalid CSQ ID


StartMonitorCSQ:

failureCode = Start Monitor CSQ (--Triggering Contact--, csq, Supervisor: userLogin, Enable Allowed Agents)

WaitForCall

Set errorCount = 0 waitForCallCSQ:


Output 1


Success

Page 25 of 33



Fail



Timeout

Goto waitForCallCSQ

Unsuccessful

Goto waitForCallCSQ

Monitor

Set errorCount = 0 monitorCSQ:


Output 1


Success


Output 1


Goto StartMonitorCSQ

Output 2


Output 3

Goto end

Timeout

Goto end

Unsuccessful

Goto end

Fail


Timeout

Goto monitorCSQ

Unsuccessful

Goto monitorCSQ

NotAnswered

Set errorCount = 0


Error

Switch int ( failureCode )

InvalidInput

Play Prompt (--Triggering Contact--, SP[SSA\invalidInput])

AgentNotLogin

Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin])

NotAllowed

Play Prompt (--Triggering Contact--, SP[SSA\notAllowed])

VoipServerDown

Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown])

UnableMixing

Play Prompt (--Triggering Contact--, SP[SSA\unableToMix])

UnableFollowCall

Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall])

Default

Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor])


True

Page 26 of 33





False

Goto end

Done

Set errorCount = 0 doneCSQ:


Output 1



Output 2


Output 3

Goto end

Timeout

Goto end

Unsuccessful

Goto end

Timeout


True



Goto csqMenu

False

Goto end

Unsuccessful


True



Goto csqMenu

False

Goto end

Timeout

Goto end

Unsuccessful

Goto end end:

Play Prompt (--Triggering Contact--, SP[goodbye])



End


Name userLogin password authOk numAuth ext csq

AuthenticationRetry

Type

String

String boolean int

String

String int

""

"" false

0

""

""

3

Value Attributes null null null null null null

Parameter

Page 27 of 33


Configuration Report extStr maxTotalFails errorCount failureCode csqNameWavePrompt welcomePrompt

String int int int

Prompt

Prompt

""

10

0

0

P[]

SP[SSA\welcomeRmon] null null null null null

Parameter

Page 28 of 33



7.5 folder1__SNU.aef

Start Spoken Name Upload Template


language = Get Contact Info (--Triggering Contact--, Language)

Play Prompt (--Triggering Contact--, SP[SNU\welcomeSpokenName.wav])

GetUser:

user = Name To User (--Triggering Contact--, -- Default --)

Successful

currentRecording = Get User Info (user, Spoken Name)

If (currentRecording != null) Then

True

namePrompt = Create Container Prompt Concatenation (currentRecording)

False

Get User Info (user)

/*Spell fullname based on locale*/

spelledPrompt = Create Generated Prompt fullname (firstName, lastName)

ttsPrompt = Create Generated Prompt fullname (firstName, lastName, ...)

/*Fall back to spelled prompt if TTS is not available*/

Set namePrompt = ttsPrompt ||| spelledPrompt

GetPin:

pin = Get Digit String (--Triggering Contact--)

Successful

Authenticate:

Authenticate User PIN (user, pin)

Success

pound = Create Generated Prompt telephone.number ("#")

Record:

/*Localize based on language*/

instructPrompt = Create Language Prompt (L[ko]: SP[SNU\finished.wav]+pound+SP[SNU\press.wav], L[]:

SP[SNU\finished.wav]+pound, ...)

recording = Recording (--Triggering Contact--, SP[SNU\rec_name.wav]+instructPrompt, 10)

Successful

Play Prompt (--Triggering Contact--, SP[SNU\new_rec.wav] + recording)

Menu (--Triggering Contact--, SP[SNU\menu_re_rec.wav])

Key 1

Set User Info (user)

Success

finalPrompt = Create Container Prompt Concatenation (SP[SNU\store_success.wav])

Goto Bye

Unsuccessful

finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_general.wav] + SP[SNU\error_try_later])

Goto Bye

Key 2

If (triesRecord < triesMaxRecord ) Then

True

Set triesRecord = triesRecord +1

Goto Record

False

finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav])

Goto Bye

Timeout


Page 29 of 33



Goto Bye

Unsuccessful


Goto Bye

Unsuccessful

finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_rec.wav] + SP[SNU\error_try_later.wav])

Goto Bye

Unsuccessful

If (triesAuthentication

True

Play Prompt (--Triggering Contact--, SP[SNU\error_auth.wav])

Set triesAuthentication = triesAuthentication+ 1

Goto GetUser

False

finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_auth.wav] + SP[SNU\error_try_later.wav])

Goto Bye

Timeout

If (pin == "") Then

True

/*No pin was entered*/

If (triesGetDigit

True

Set triesGetDigit = triesGetDigit + 1

Play Prompt (--Triggering Contact--, SP[SNU\still_there.wav] + DP[500])

Goto GetPin

False

/*Disconnect Caller Max retries reached.*/


Goto Bye

False

Goto Authenticate

Unsuccessful


Goto Bye

Timeout


Goto Bye

Unsuccessful


Goto Bye

Bye:


Set finalPrompt = finalPrompt + DP[500] + SP[SNU\goodbye.wav]

Play Prompt (--Triggering Contact--, finalPrompt)


End

Script Variables pin user recording finalPrompt triesAuthentication

Name Type

String

User

Document

Prompt int

"" null null

P[]

0

Value null

Attributes null null null null

Page 30 of 33


Configuration Report triesMaxAuthentication triesRecord triesMaxRecord currentRecording fullName triesGetDigit triesMaxGetDigit spelledPrompt firstName lastName language instructPrompt pound ttsPrompt namePrompt int int int

Document

String int int

Prompt

String

String

Language

Prompt

Prompt

Prompt

Prompt

3

0

3 null

""

0

3

P[]

""

""

L[en_US]

P[]

P[]

P[]

P[] null null null null null null null null null null null null null null null

Page 31 of 33



7.6 folder1__sub11__voicebrowser.aef

Start Voice Browser Template


DEFAULT_DOC_VER3 = Create URL Document (uri)

Voice Browser (--Triggering Contact--, DEFAULT_DOC_VER3)


End


Name uri

DEFAULT_DOC_VER3

Type

String

Document

Value

""

DOC[]

Attributes

Parameter null

Page 32 of 33



33 of 33

Cisco Unified Contact Center Express Server Configuration Report

Cisco Unified Contact Center Express Server

Configuration Report

Customer

A sample report

Document Information

Version Status

Client Information

Presenter Information

Table of Content

1 Report Summary

2 System

3 Applications

4 Subsystems

5 Tools

6 Command Line objects

7 Script Files

Related documents

Products

Support

Cisco Unified Contact Center Express Server Configuration Report

Cisco Unified Contact Center Express Server

Configuration Report

Customer

A sample report

Document Information

Version Status

Client Information

Presenter Information

Table of Content

1 Report Summary

2 System

3 Applications

4 Subsystems

5 Tools

6 Command Line objects

7 Script Files

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