Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

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Cisco Unified Contact Center Express

Editor Step Reference Guide,

Release 11.0(1)

Cisco Unified Contact Center Express Scripting and Development Series:

Volume 2

First Published: August 27, 2015

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Cisco Unified Contact Center Express Scripting and Development Series Vol 2 - Editor Step Reference Guide Release 11.0(1)

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

CONTENTS

Preface i

CHAPTER

1 Cisco Unified CCX Editor Step Availability 1-1

CHAPTER

2 Cisco Unified CCX Editor Palette Step Descriptions 2-1

General Steps 2-1

Start Step 2-3

Annotate Step 2-3

Call Subflow Step 2-3

General tab (Call Subflow step) 2-4

Input Mappings tab (Call Subflow step) 2-6

Output Mappings tab (Call Subflow step) 2-7

Day of Week Step 2-8

Decrement Step 2-9

Delay Step 2-9

Do Step 2-10

End Step 2-10

Goto Step 2-11

If Step 2-12

Increment Step 2-12

Label Step 2-13

On Exception Clear Step 2-13

On Exception Goto Step 2-14

Parent Exceptions and corresponding Child Exceptions 2-16

Set Step 2-19

Switch Step 2-20

Time of Day Step 2-22

Trigger Steps 2-23

Get Trigger Info Step 2-23

Trigger Application Step 2-25

Session Steps 2-26

Session Overview 2-27

Get Session Step 2-28

Get Session Info Step 2-28

General tab (Get Session Info step) 2-29

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Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

Context tab (Get Session Info step) 2-30

Session Mapping Step 2-31

Set Session Info Step 2-31

General tab (Set Session Info step) 2-32

Context tab (Set Session Info step) 2-33

Contact Steps 2-34

Accept Step 2-34

Get Contact Info Step 2-35

Reject Step 2-36

Set Contact Info Step 2-37

Terminate Step 2-39

Call Contact Steps 2-39

Call Consult Transfer 2-40

Call Hold Step 2-41

Call Redirect Step 2-42

Call Unhold Step 2-44

Get Call Contact Info Step 2-45

Get Enterprise Call Info Step 2-47

General Tab (Get Enterprise Call Info Step) 2-48

Expanded Call Variables Tab (Get Enterprise Call Info Step) 2-49

Place Call Step 2-51

Set Enterprise Call Info Step 2-52

General Tab (Set Enterprise Call Info Step) 2-53

Using Cisco Defined Call Variables 2-55

Expanded Call Variables Tab (Set Enterprise Call Info Step) 2-55

Defining Expanded Call Variables 2-57

System Default Expanded Call Variables 2-59

Using the Parameter Separator 2-59

eMail Contact Steps 2-60

Using the Step Editor to send eMail Messages 2-60

Attach To eMail step 2-61

Create eMail Step 2-63

Send eMail Step 2-64

HTTP Contact Steps 2-65

Get Http Contact Info Step 2-66

General tab (Get Http Contact Info step) 2-67

Headers tab (Get Http Contact Info step) 2-68

Parameters tab (Get Http Contact Info step) 2-70

Cookies tab (Get Http Contact Info step) 2-72

Contents

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CGI Variables tab (Get Http Contact Info step) 2-73

Http Forward Step 2-75

Http Include Step 2-78

Http Redirect Step 2-80

Send Http Response Step 2-81

Set Http Contact Info Step 2-82

General tab (Set Http Contact step) 2-83

Headers tab (Set Http Contact step) 2-84

Cookies tab (Set Http Contact step) 2-85

Media Steps 2-87

If You Are Upgrading Scripts From a Previous Cisco Unified CCX Release 2-88

Explicit Confirmation Step 2-88

General tab (Explicit Confirmation step) 2-89

Prompts tab (Explicit Confirmation step) 2-89

Input tab (Explicit Confirmation step) 2-90

Filter tab (Explicit Confirmation step) 2-91

Extended Get Digit String Step 2-92

General tab (Extended Get Digit String step) 2-93

Prompt tab (Extended Get Digit String step) 2-94

Input tab (Extended Get Digit String step 2-95

Filter tab (Extended Get Digit String step 2-97

Extended Play Prompt Step 2-98

General tab (Extended Play Prompt step) 2-98

Prompt tab (Extended Play Prompt step) 2-99

Input tab (Extended Play Prompt step) 2-100

Get Digit String Step 2-100

General tab (Get Digit String step) 2-101

Prompt tab (Get Digit String) 2-102

Input tab (Get Digit String) 2-103

Filter tab (Get Digit String) 2-105

Implicit Confirmation Step 2-105

Menu Step 2-108

General tab (Menu step) 2-108

Prompt tab (Menu step) 2-109

Input tab (Menu step) 2-111

Filter tab (Menu step) 2-112

Name To User Step 2-112

General tab (Name to User step) 2-114

Prompt tab (Name to User step) 2-115

Input tab (Name to User step) 2-116

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Filter tab (Name to User step) 2-117

Play Prompt Step 2-118

General tab (Play Prompt step) 2-118

Prompt tab (Play Prompt step) 2-119

Input tab (Play Prompt step) 2-121

Recording Step 2-121

General tab (Recording step) 2-122

Prompts tab (Recording step) 2-122

Input tab (Recording step) 2-124

Filter tab (Recording step) 2-125

Send Digit String Step 2-125

Simple Recognition Step 2-126

General tab (Simple Recognition step) 2-127

Prompt tab (Simple Recognition step) 2-128

Input tab (Simple Recognition step) 2-129

Filter tab (Simple Recognition step) 2-130

Voice Browser Step 2-131

General tab (Voice Browser step) 2-132

<exit> Attributes tab (Voice Browser step) 2-133

Prompt tab (Voice Browser step) 2-134

Generic Recognition Step 2-135

About the Generic Recogntion Steps 2-135

How the Generic Recognition Set of Steps Work 2-135

The Customizer Window of the Generic Recognition Step 2-137

General tab (Generic Recognition step) 2-137

Prompt tab (Generic Recognition step) 2-138

Input tab (Generic Recognition step) 2-139

Filter tab (Generic Recognition step) 2-140

Get Recognition Result Info Step 2-141

Get Recognition Interpretation Step 2-142

User Steps 2-144

Authenticate User Step 2-144

Get User Step 2-145

Get User Info Step 2-146

Set User Info Step 2-148

Prompt Steps 2-149

Create Conditional Prompt 2-149

Create Container Prompt 2-150

Create Generated Prompt 2-153

Create Generated Prompt Step Generator Types 2-154

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Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

Number 2-155

Character 2-155

Spelling 2-155

Date 2-156

Time 2-156

Ordinal 2-157

Currency 2-157

Country 2-158

Language 2-158

Telephone Number 2-158

Credit Card Number 2-159

Credit Card Expiration Date 2-159

Create Language Prompt 2-159

Create TTS Prompt 2-160

Upload Prompt Step 2-161

Grammar Steps 2-162

Create Language Grammar Step 2-164

Create Menu Grammar Step 2-165

Upload Grammar Step 2-166

Using Grammar Formats and Rules 2-167

Using the SRGS Grammar Format 2-167

Using GSL File Grammar Format (Deprecated) 2-169

Using the Digit File Grammar Format 2-170

Document Steps 2-170

Document Step Types 2-171

Cache Document Step 2-172

Create File Document Step 2-173

Create URL Document Step 2-174

Create XML Document Step 2-177

Get XML Document Data Step 2-178

Keyword Transform Document Step 2-180

Upload Document Step 2-182

Write Document Step 2-183

XSL Transform Document Step 2-185

Make REST Call 2-187

Database Steps 2-189

DB Get Step 2-189

General (DB Get Step) 2-190

Field Selection (DB Get Step) 2-191

Contents

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

DB Read Step 2-192

General tab (DB Read step) 2-192

Field Selection tab (DB Read step) 2-194

DB Release Step 2-195

DB Write Step 2-195

General tab (DB Write step) 2-196

SQL tab (DB Write step) 2-197

Test tab (DB Write step) 2-197

ACD Steps 2-198

Connect Step 2-199

Create CSQ Prompt Step 2-201

Dequeue Step 2-201

Get Reporting Statistic Step 2-202

Request Route Step 2-211

Select Resource Step 2-213

Set Priority Step 2-214

ICM Step 2-215

Set ICM Result Step 2-216

Java Steps 2-217

Java Licensing 2-218

Create Remote Java Object Step 2-218

Deprecated Java Steps 2-219

Create Java Object Step 2-219

Class Assignment Tab (Create Java Object Step) 2-221

Class Information Tab (Create Java Object Step) 2-221

Execute Java Method Step 2-222

Explore Tab (Execute Java Method Step) 2-223

Explore Class Information Tab (Execute Java Method Step) 2-224

Set/Get Java Property Step 2-225

Source Tab (Set/Get Java Property Step) 2-226

Destination Tab (Set/Get Java Property Step) 2-226

Context Service Steps 2-227

Lookup Customers Step 2-228

Get Customer Info Step 2-230

Create POD Step 2-231

Update POD Step 2-232

Retrieve PODs Step 2-232

Get POD Info Step 2-233

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NDEX

Contents

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Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

Preface

This book is Volume 2 of the Cisco Unified Contact Center Express (Cisco Unified CCX) Scripting and

Development Series. This series provides information about how to use the Cisco Unified Contact Center

Express

Editor to develop a wide variety of interactive scripts.

The Cisco Unified Contact Center Express Scripting and Development Series contains three volumes:

• Volume 1, Getting Started with Scripts, provides an overview of the Cisco Unified CCX and the

Cisco Unified CCX Editor web interface.

• Volume 2, Editor Step Reference (this book), describes each individual step in the Cisco Unified

CCX Editor palettes.

• Volume 3, Expression Language Reference, provides details on the working with the Cisco Unified

CCX Expression Framework.

Note Your Cisco Unified CCX product might not contain all the steps described in this guide. For a

description of the steps contained in individual Cisco Unified CCX products, see

“Related

Documentation” section on page iii.

Audience

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1) is written for

application script developers who use the Cisco Unified CCX

Editor to create and modify scripts. This

guide targets developers who have the IP telephony knowledge required to create application scripts and

who also have some background in programming or scripting. While experience with Java is not

necessary, it will help developers fully utilize the capabilities of the Cisco Unified CCX.

Note For an overview of important Cisco Unified CCX Editor terms and concepts, including information on

using the Cisco Unified CCX Editor interface and samples of script applications, see the Cisco Unified

CCX Scripting and Development Series: Volume 1, Getting Started with Scripts.

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

Preface

Organization

This guide is organized by the palettes of the Cisco Unified CCX Editor, as shown in the following table.

Table 1 Step Descriptions for Each Palette

Chapter/

Section Title Description

Chapter 1 Cisco Unified CCX

Editor Step

Availability

Lists the Cisco Unified CCX Editor steps available according to

Cisco Unified CCX license options.

Chapter 2 Cisco Unified CCX

Editor Palette Step

Descriptions

Describes the steps in each Step Palette according to the Palette

organization.

Sections Step Reference Descriptions

1 General Steps, page 1 Describes the Cisco Unified CCX Editor General steps that

provide basic programming functionality for scripts

2 Trigger Steps,

page 23

Describes the Cisco Unified CCX Editor steps that manage

triggers

3 Session Steps,

page 26

Describes the Cisco Unified CCX Editor steps that manage

sessions

4 Contact Steps,

page 34

Describes the Cisco Unified CCX Editor steps that control

contacts

5 Call Contact Steps,

page 39

Describes the Cisco Unified CCX Editor steps that control calls

6 eMail Contact Steps,

page 60

Describes the Cisco Unified CCX Editor steps used to send

e-mails

7 HTTP Contact Steps,

page 65

Describes the Cisco Unified CCX Editor steps used to receive

HTTP requests and to send HTTP responses in web-enabled server

applications

8 Media Steps, page 87 Describes the Cisco Unified CCX Editor steps used to process

media interactions with users

9 User Steps, page 144 Describes the Cisco Unified CCX Editor steps used to

authenticate, retrieve, and assign user attributes

10 Prompt Steps,

page 149

Describes the Cisco Unified CCX Editor steps used to create

prompts

11 Grammar Steps,

page 162

Describes the Cisco Unified CCX Editor steps used to provide

grammars to scripts

12 Document Steps,

page 170

Describes the Cisco Unified CCX Editor steps used to handle a

document object, such as files stored in a database or on an HTTP

server

13 Database Steps,

page 189

Describes the Cisco Unified CCX Editor steps used to read and

write data to database tables

14 ACD Steps, page 198 Describes the Cisco Unified CCX Editor steps used to queue calls

and connect calls to available resources

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Preface

See also:

• Using Cisco Defined Call Variables

• Defining Expanded Call Variables

• System Default Expanded Call Variables

• Using the Parameter Separator

For further information on defining call variables in the Cisco Unified CCX Editor, see Cisco Unified

Contact Center Express Scripting and Development Series: Volume 1, Getting Started with Scripts.

OUT_OF_SERVICE Call that was received because the originally called party was out of

service.

AWAY Call that was received because the originally called party was away.

Table 2-30 Get Call Contact Info—Arrival Types (continued)

(Event) Arrival Type Description

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Chapter 2 Cisco Unified CCX Editor Palette Step Descriptions

Call Contact Steps

General Tab (Get Enterprise Call Info Step)

Use the General tab of the Get Enterprise Call Info customizer window to get data from enterprise call

variables and to make it available to the script by storing the data in local variables.

The variables defined in the General tab are stored in th

e Cisco Finesse Desktop call record fields and

will be written to the db_cra database. They can be found in the ContactDialDetail table and can be used

in reporting. The General tab permits the use of Cisco predefined Enterprise Call Variables to be used

both to populate CDR record fields and to populate the Cisco Finesse Desktop Data Fields using Layout

Lists constructed in the Cisco Finesse Administration.

See the Cisco Un

ified ICM Enterprise Software Installation and Configuration Guide for how to

configure call variables in Cisco Unified ICME software.

Figure 2-45 Get Enterprise Call Info Customizer Window, General Tab

Table 2-31 describes the properties of the General tab of the Get Enterprise Call Info customizer window.

Ta b l e 2-31 Get Enterprise Call Info Properties, General Tab

Properties / Buttons Description

Contact The variable that stores the contact for which you want to get

inf

ormation. The default is the triggering contact.

Name (Field) The name of the enterprise call variable from which you want to get data.

Token (Field) The token (index) number of the enterprise call variable.

Using a token, you can assign more than one value to a variable. If a call

ariable has a token, it can have a set of values similar to an array index.

This is used only in a Cisco UnifiedICME environment.

Do nothing if you do not want to use a token. If you want to use a token,

lect a number for the token.

Note The default token separator is |. This can be modified on the

system parameters page in the Cisco Unified CCX Application

Administration window.

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Chapter 2 Cisco Unified CCX Editor Palette Step Descriptions

Call Contact Steps

Expanded Call Variables Tab (Get Enterprise Call Info Step)

Use the Expanded Call Variables tab of the Get Enterprise Call Info step to get data from enterprise

Expanded Call Context (ECC) variables and to store the data in local variables.

Note • In Cisco Unified IP IVR, you must first add enterprise ECC Variables in the Settings window of the

Cisco Unified CCX Editor, before you can use them in the step.

• Unlike enterprise Call Variables (those defined in the General tab), the enterprise ECC variables

(those defined in the Expanded All Variables tab) are not written to the db_cra database and cannot

be used in reporting. The varaibles are stored in the Call Contact Detail table of the database.

• In Cisco Unified CCX, you do not have to predefine enterprise ECC variables in the settings window

of the Cisco Unified CCX Editor. You can just open the Set Enterprise Call Info step, give the

enterprise ECC variable a name, set its value to whatever you want, and save the step. If you

predefine an enterprise ECC variable, then that variable can be accessed by all scripts. If you do not

predefine an enterprise ECC variable, then you can use it only in the script containing the Set

Enterprise Call Info step where you define it.

Every enterprise ECC variable must be defined on both sides of the system that gets and sends the

variable data:

• In a Cisco UnifiedIP IVR, the enterprise ECC variable must be defined both in the Cisco UnifiedIP

IVR and in the Cisco UnifiedICME software.

• In a Cisco Unified CCX system, the enterprise ECC variable must be defined both the Cisco Unified

CCX script and in Cisco Finesse Administration.

• In a Cisco Unified CCX system integrated with Cisco UnifiedICME software through the IPCC

gateway, the enterprise ECC variable must be defined in the Cisco Unified CCX Cisco Unified CCX

script, in the Cisco Finesse Administration, and in Cisco UnifiedICME software.

Variable (Field) The name of the local variable into which you want to put data.

Add / Modify (Button) Use the Add button to assign the value of a local variable or expression

(Value) to an ECC variable.

The Add and Modify buttons access the Add Field and Modify dialog

boxes. Use the dialog box to add or modify the mapping of enterprise call

variables to local variables and click OK when finished.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (Button) To remove the mapping of an enterprise call variable to a local variable,

highlight the row containing the variable and click Delete.

Table 2-31 Get Enterprise Call Info Properties, General Tab (continued)

Properties / Buttons Description

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Call Contact Steps

Figure 2-46 Get Enterprise Call Info Customizer Window, Expanded Call Variables Tab

Table 2-33 describes the properties of the Expanded Call Variables tab of the Get Enterprise Call Info

customizer window.

Ta b l e 2-32 Get Enterprise Call Info Properties, ECC Variables tab

Properties / Buttons Description

Name (ECC variable) The name of the enterprise ECC variable from which you want to get

data. A u

ser defined ECC variable should begin with "user."

Array Index (ECC variable) If the enterprise ECC variable is of type array, the index of the array.

Token (ECC variable) The token (index) number of the enterprise ECC variable.

Using a token, you can assign more than one v

alue to a variable. Only use

in a Cisco UnifiedICME environment.

Do nothing if you do not want to use a token. If you want to use a token,

lect a number for the token.

Note The default token separator is |. This can be modified on the

system parameters page in the Cisco Unified CCX Application

Administration window.

Variable (Local Variable) The name of the local variable in which you want to store data.

Add / Modify (Button) Use the add or modify button to apply the v

alue (Values) of a local

variable to a user-defined Expanded Call Variable (Names).

These buttons access the Add or Modify EC

C Variable dialog box. Use

that dialog to add or modify the mapping of enterprise ECC variables to

local variables and click OK when finished.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (Button) To remove the mapping of an enterprise ECC variable to a local variable,

hig

hlight the row containing the variable and click Delete.

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Chapter 2 Cisco Unified CCX Editor Palette Step Descriptions

Call Contact Steps

Place Call Step

Use the Place Call step to place outbound calls.

Figure 2-47 Place Call Customizer Window

The Place Call step returns successfully if the call is answered in the configured time by a person, voice

mail, an answering machine, or a fax machine.

The Place Call step has six output branches:

• Successful—The call is successfully made.

• NoAnswer—The call was attempted but the RNA Timeout limit was reached.

• Busy—The call was attempted but the line was busy.

• Invalid—The call was attempted but the extension was invalid.

• NoResource—The call was not attempted because no Resource was available to make the call.

• Unsuccessful—The call was attempted but failed because of an internal system error.

Note To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route

point directory number.

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Table 2-33 describes the properties of the Place Call customizer window.

Ta b l e 2-33 Place Call Properties

Properties / Buttons Description

Destination (Telephone

mber)

Drop-down menu/Expression Editor string variable that stores the

destination number of the outbound call.

Timeout (sec) Drop-down menu/Expression Editor Length of time, in seconds, before a

ng No Answer condition stops the script from waiting for the remote

side to answer and returns through the RingNoAnswer output branch.

Call Control Group ID Variable that stores the identifying number of the call group with which

the o

utbound call is associated.

Note This identifier and the identifier for dialog groups will typically

be configured as a parameter to the script. This variable is similar

to the parameters defined during the configuration of a JTAPI

1. JTAPI = Java Telephony Application Program Interface

trigger.

Dialog Groups This is an ordered list of dialog group iden

tifiers where the first one has

priority and the other dialog groups fall back in the specified order.

Call Contact Variable that stores the call that is crea

ted when the step succeeds.

Set Enterprise Call Info Step

Use the Set Enterprise Call Info step to send data from one part of your system to another:

• If your system is a Cisco Unified IP IVR, then from Cisco Unified IP IVR to Cisco Unified ICME.

• If your system is a Cisco Unified CCX one, then from Cisco Unified CCX to Cisco Finesse Desktop.

• If your system is a Cisco Unified CCX one integrated with Cisco Unified ICME through the Cisco

Unified CCGX, then from Cisco Unified CCX to Cisco Finesse Desktop and Cisco Unified ICME.

For an example of how to use the Set Enterprise Call Info S

tep in a script, see the chapter on “Designing

Scripts for use with the Cisco Application Gateway” in the Cisco Unified Contact Center Express

Scripting and Development Series: Volume 1, Getting Started with Scripts.

Note In a Cisco UnifiedIP IVR, because this step requires the Cisco Unified ICME software to receive the

caller once the script completes, use this step only for Cisco Unified ICME VRU scripts and initial

scripts, not for default scripts. (See the Cisco Unified Contact Center Express Administration Guide).

Note In a Cisco Unified CCX system:

• This step should be placed in the script before the call gets connected to an agent. This means the

step in the script should be placed before the Select Resource Step or in the Selected/Queued branch

of the Select Resource step.

• If call data is set after the call gets connected to the agent, it will not be displayed in Cisco Finesse

Desktop.

• To display a custom layout on Cisco Finesse Desktop:

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a. Create a new layout in Cisco Finesse Administration by modifying the Finesse layout xml.

b. In the Expanded Call Variables tab of the Set Enterprise Call Info step, create an ECC variable

called "user.layout" and set its value to the name of the custom layout created in (1).

You can set the following enterprise call variables:

• Call.CallerEnteredDigits

• Call.PeripheralVariable1 to Call.PeripheralVariable10

• Call.AccountNumber

• Expanded Call Context (ECC) Variables

Note When an enterprise call variable or an enterprise ECC variable is used multiple times in the step, the

result will be indeterminate in the following cases:

• If an enterprise call variable is set multiple times with the same token.

• If an enterprise ECC variable of type scalar is set multiple times with the same token.

• If an array element of an enterprise ECC variable of type array is set multiple times with the same

token.

The Set Enterprise Call Info customizer window contains two tabs:

• General Tab (Set Enterprise Call Info Step)

• Using Cisco Defined Call Variables

• Expanded Call Variables Tab (Set Enterprise Call Info Step)

• System Default Expanded Call Variables

• Using the Parameter Separator

The following sections describe these tabs.

For further information on defining call variables in the Cisco Unified CCX Editor and for a list of call

variable types used in Cisco Unified CCX scripts, see Cisco Unified Contact Center Express Scripting

and Development Series: Volume 1, Getting Started with Scripts.

General Tab (Set Enterprise Call Info Step)

Use the General tab of the Set Enterprise Call Info step to set call data in predefined call variables. The

variables defined in the General tab are stored in the Cisco Finesse Desktop call record fields. They can

be found in the ContactDialDetail table and can be used in reporting.

Note You should not pass more than 40 characters in a call variable used in the Set Enterprise Call Info step

since the database in which the call variables are stored limits the length of the call variables to 40

characters each.

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Call Contact Steps

Though the number of characters which you can pass in a custom call variable of the Set Enterprise Call

Info Step is unlimited, if you include more than 40 characters, the extra characters will be lost when the

variables are stored in the database and reports will not contain that additional information.

Figure 2-48 Set Enterprise Call Info Customizer Window, General Tab

Table 2-34 describes the properties of the General tab of the Set Enterprise Call Info customizer window.

Ta b l e 2-34 Set Enterprise Call Info Properties, General Tab

Properties / Buttons Description

Contact The variable that stores the contact for which you want to set information.

The def

ault is the triggering contact.

Value (Field) An expression or variable from the drop-down list, or an expression

ich will be the value to which you set the enterprise call variable

Name (Field) The name of the enterprise call variable you want to set.

Token (Field) The token (index) number of the enterprise call variable.

Using a token, you can assign more than one value to a variable. If a call

ariable has a token, it can have a set of values similar to an array index.

Do nothing if you do not want to use a token. If you want to use a token,

lect a number for the token.

Note The default token separator is |. This can be modified on the

system parameters page in the Cisco Unified CCX Application

Administration window.

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Call Contact Steps

Using Cisco Defined Call Variables

In addition to the script variables that you can define in the Variable pane of the Cisco Unified CCX

Editor window, you can use the following Cisco predefined strings as call variables in Cisco Unified

CCX in the Get/Set Enterprise Call Info steps:

• VRU Script Name

• ConfigParam

• Call.CallingLineID

• Call.CallerEnteredDigits

• Call.PeripheralVariable1 to Call.PeripheralVariable10

• Call.AccountNumber

These call variables are written to the db_cra database.

Note These call variables are available from a list in the General tab of the Customization window only in the

Get/Set Enterprise Call Info steps.

The Cisco Unified ICME Server, the Cisco Unified CCX system, and the Cisco Finesse Desktop support

these call variables for passing data between themselves. You can pass data in these call variables

between:

• Cisco Unified IP IVR and Cisco Unified ICME software, if you have a Cisco Unified IP IVR.

• Cisco Unified CCX and Cisco Finesse Desktop, if you have a Cisco Unified CCX system.

• Cisco Unified CCX and Cisco Finesse Desktop and Cisco Unified ICME software, if your system is

a Cisco Unified CCX one integrated with Cisco Unified ICME software through the IPCC Gateway.

Expanded Call Variables Tab (Set Enterprise Call Info Step)

If you need more call variables than those predefined in the General tab, use expanded call context (ECC)

variables.

Use the Expanded Call Variables tab of the Set Enterprise Call Info step to set data in enterprise ECC

variables.

Add / Modify (Button) Use these buttons to access the Add Field dialog box. Use that dialog to

add or modify the mapping of enterprise call variables to local call

variables and click OK when finished.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (Button) To remove the mapping of an enterprise call variable to a local call

variable, highlight the row containing the variable and click Delete.

Table 2-34 Set Enterprise Call Info Properties, General Tab (continued)

Properties / Buttons Description

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Note • In Cisco UnifiedIP IVR= , you must first add the enterprise ECC variables in the Settings window

of the Cisco Unified CCX Editor, before you can use them in the step (see Defining Expanded Call

Vari a ble s ).

• Unlike enterprise Call Variables (those defined in the General tab), the enterprise ECC variables

(those defined in the Expanded All Variables tab) are not written to the db_cra database and cannot

be used in reporting.

• In Cisco Unified CCX, you do not have to predefine enterprise ECC variables in the settings window

of the Cisco Unified CCX Editor. You can just open the Set Enterprise Call Info step, give the

enterprise ECC variable a name, set its value to whatever you want, and save the step. If you

predefine an enterprise ECC variable, then that variable can be accessed by all scripts. If you do not

predefine an enterprise ECC variable, then you can use it only in the script containing the Set

Enterprise Call Info step where you define it.

Every enterprise ECC variable must be defined on both sides of the system that sends and receives the

variable data:

• In a Cisco Unified IP IVR, the enterprise ECC variable must be defined both in Cisco Unified IP

IVR and in Cisco Unified ICME software.

• In a Cisco Unified CCX system, the enterprise ECC variable must be defined both the Cisco Unified

CCX script and in Cisco Finesse Administration.

• In a Cisco Unified CCX system integrated with Cisco Unified ICME software through the IPCC

gateway, the enterprise ECC variable must be defined in the Cisco Unified CCX script, in the Cisco

Finesse Administration, and in Cisco Unified ICME software.

Figure 2-49 Set Enterprise Call Info Customizer Window, Expanded Call Variables Tab

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Table 2-35 describes the properties of the Expanded Call Variables tab of the Set Enterprise Call Info

customizer window.

Ta b l e 2-35 Set Enterprise Call Info Properties,

Expanded Call Variables tab

Properties / Buttons Description

Value (ECC variable) An expression or variable from the drop-down list, or an expression

ich will be the value to which you set the enterprise ECC variable.

Name (ECC variable) The name of the enterprise ECC variable you want to set. A user defined

ECC v

ariable should begin with "user."

Array Index (ECC variable) If the enterprise ECC variable is of type array, the index of the array.

Token (ECC variable) The token (index) number of the enterprise ECC variable.

Using a token, you can assign more than one value to a variable.

Do nothing if you do not want to use a token. If you want to use a token,

lect a number for the token.

Note The default token separator is |. This can be modified on the

system parameters page in the Cisco Unified CCX Application

Administration window.

Add / Modify (Button) Use these buttons to access the Add ECC V

ariable dialog box. Use that

dialog to add or modify the mapping of enterprise ECC variables to local

variables and click OK when finished.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (Button) To remove the mapping of an enterprise ECC variable to a local variable,

hig

hlight the row containing the ECC variable and click Delete.

Defining Expanded Call Variables

Expanded Call Context (ECC) are data fields used by all applications in the Cisco Unified CCX Cluster.

There can be as many as 200 user-defined fields defined in the Field List (index numbers 0-199) of

expanded call variables. These field values do not appear in the ContactCallDetail records as there are

no fields reserved for them.

The Cisco Unified CCX system, and the Cisco Finesse Desktop pa

ss ECC variables to each other.

However, you must separately define ECC variables on both sides of the system that sends and receives

the variable data.

To define an ECC variable in the Cisco Unified CCX Editor, do the following.

Procedure

Step 1 From the Cisco Unified CCX Editor menu bar, choose Settings > Expanded Call Variables.

The Expanded Call Variables window appears.

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Figure 2-50 Expanded Call Variables Window

Step 2 In the tool bar, click the Add New Variable (down arrow) icon.

The Edit Expanded Call Variable dialog box appears.

Figure 2-51 Edit Expanded Call Variable Dialog Box

Step 3 In the Name text field, enter the ECC variable name as defined in the Cisco Unified ICME configuration

(or the Cisco Finesse Administration using Cisco Unified CCX).

Step 4 In the Type drop-down menu, choose the type of expanded call variable (scalar or array).

Step 5 In the Description text field, enter a description of the variable.

Step 6 Click OK.

The Edit Expanded Call Variable dialog box closes, an

d the variable name, type, and description appear

under their respective columns in the Cisco UnifiedICME Expanded Call Variables window (or the Cisco

Finesse Administration using Cisco Unified CCX).

Step 7 Click the dialog box’s Close (X) button.

The Expanded Call Variables window closes, and the ECC variabl

e is now available to your script. It will

be listed in the Enterprise Call Info step’s drop-down list as ---name--, where name is the value you

entered in the Variable Name field.

To define am ECC variable in the Cisco Finesse Administration, select Enterprise Data > Field List.

When creating a new Field, a unique Index number (Index) between 0-199 is assigned. The Field Name

(Field Name) is the name of the field called by the layout list and is case sensitive. The Display Name

(Display Name) is the name (Field) that will show on the agent desktop with the value of the field.

Note For information on configuring Cisco Unified ICME software for Cisco Unified CCX and for

configuring ECC variables in Cisco Unified ICME software, see the “Cisco Unified Contact Center

Express Administration Guide” and the Cisco Unified ICM Enterprise Installation and Configuration

Guide .

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System Default Expanded Call Variables

Table 2-36 below describes the system default expanded call variables.

Ta b l e 2-36 System Expanded Call Variables

Applications Field Variable Name Length Description

Cisco

ifiedICME

software

(Only used

th Cisco

UnifiedIP IVR

if configured

on the Cisco

Unified CCX

Administration

web site.)

Cisco Unified

Task ID user.task.id 19 Task ID that handles the current call.

Media ID user.media.id 14 Media ID that handles the current call.

Last Redirected

dress

user.last.redirected.address 40 Transient part ID of the call.

Arrival Type user.connect.type 17 Arrival Type of the call.

Session Handled user.session.handled 5 Boolean flag that the Cisco Cisco

Uni

fiedICME or a Set Contact Info step with

the Handled flag sets to indicate whether the

session is handled.

Note In Cisco Unified CCX , the flag is

automatically set whenever the call is

connected to an agent.

VRU Script Name user.connect.script.name 40 Script name to run on the PreConnect feature.

Config Param user.connect.script.config 40 Parameters for the VRU scripts on the

eConnect feature.

Note These variables are only available for VRU scripts.

Layout user.layout 40 Defines the layout on the Cisco Finesse

Des

ktop.

Using the Parameter Separator

You can send multiple values—or tokens—within one variable, so you can avoid using many variables

at the same time.

The parameter separator is a character that defines th

e boundary between the different tokens in one

variable. The token numbering begins with 0.

Note You specify this separator on the Cisco Unified CCX Administrator’s System Parameters web page.

For example, if the parameter separator is “|”, yo

u can send an expanded call variable as

true|4|4/3/2000

where the value of token number 0 is “true”, token number 1 is “4”, and token number 2 is “4/3/2000”.

The following variables can have multiple tokens separated by the parameter separator:

• Peripheral (1-10)

• Expanded Call (ECC)

• ConfigParam

• VRU Script Name

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Note The VRU Script Name variable holds the name of a VRU script to run when the Cisco Unified CCX

system receives a Run Script request from Cisco Cisco Unified ICME software. The Cisco Unified CCX

syst

em reads only the first token (token number 0) as VRU Script Name; the rest of the tokens are passed

on (with the script name - token #0) to be used as regular variable tokens.

The Get/Set Enterprise Call Info steps of the Call Contact palette in the Cisco Unified CCX Editor allow

you to set and read different tokens in the variables passed between the Cisco Unified CCX system and

the Unified ICM Enterprise Server.

eMail Contact Steps

The steps in the eMail Contact palette of the Cisco UnifiedContact Center Express Editor provide script

designers with a way to create and send e-mail messages and embedded attachments. You can send

e-mail to regular e-mail accounts, to e-mail-accessible text and numeric pagers, and to service providers

who convert e-mail into a format acceptable to fax machines.

The kind of e-mail messages and attachments you can send depends on the target device. Numeric

gers, for example, will accept only digits.

This section contains the following topics:

• Using the Step Editor to send eMail Messages

• Attach To eMail step

• Create eMail Step

• Send eMail Step

Figure 2-52 shows the steps in the eMail Contact palette as they appear in the Palette pane of the Cisco

Unified CCX Editor.

Note The eMail Contact palette steps are runnable in your Cisco Unified CCX scripts only if you have

purchased the Cisco Unified IP IVR or Cisco Unified CCX Premium license options.

Figure 2-52 eMail Contact Palette Steps

Note If you apply any eMail Contact step to a contact that is not an e-mail contact, a

ChannelUnsupportedException results.

Using the Step Editor to send eMail Messages

The following sequence is the typical sequence used to create and send an e-mail message:

1. Obtain the client’s e-mail address by using, for example, the Name To User step or a database

lookup.

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If the address is a numeric address, you can obtain it through dual tone multifrequency (DTMF)

input. See the “Name To User Step” section on page 2-112 for more information.

2. Use the Create eMail step to create the e-mail message.

3. Use the Attach to eMail step to attach any required or requested documents to the e-mail message.

You can create a menu of documents that a client can use to

attach selected documents to an e-mail.

If the documents are stored in a database, first use the Database steps to retrieve the documents (see

“Do not use hard-coded string for the output variables. For output variables such as Response, Status

Code, and Status Detail, declare the variables first a

nd then associate the declared variables to the

output variables.” section on page 2-188

4. Use the Send eMail step to send the e-mail.

If you are sending a document to a fax machine, you must

send it to a service provider that can

convert the attachment to a format that fax machines can handle.

Unless you specify otherwise, the e-mail server sends

the e-mail message from the account defined

in the eMail Subsystem Configuration window of the Cisco Unified CCX Administration web

interf

ace. You can use the Send eMail step to customize the outgoing e-mail account.

If you set the sending e-mail account to require acknowledgments, you can check the e-mail account

determine whether the e-mail message was successfully sent and received.

Attach To eMail step

Use the Attach To eMail step to attach a document to an e-mail.

Note Before you use an Attach To eMail step, you must use a Create eMail step to create the e-mail message.

Figure 2-53 Attach To eMail Customizer Window

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Note If the document to be attached resides in a database, you must use the Database steps to retrieve the

document from the database before attaching it. (See

“Do not use hard-coded string for the output

variables. For output variables such as Response, Status Code, and Status Detail, declare the variables

first and then associate the declared variables to the output variables.” section on page 2-188)

Note You can use the Keyword Transform Document step to modify documents before attaching them. For

instructions on using the Keyword Transform Document step, see the

“Keyword Transform Document

Step” section on page 2-180.

Assign variables before you use the Attach to eMail step, using the Create eMail step. (See the “Create

eMail Step” section on page 2-63.)

The variable you use for the attachment can be a string or document variable, described as follows:

• String—Use a string variable if you do not need to manipulate the document using the Document

steps (for example, the Keyword Transform Document step).

• Document—Use a document variable if you also use the Document steps to manipulate the

attachment.

The Attach To eMail step has two branches:

• Successful—The document was attached to the e-mail object.

• Failed—The document could not be attached to the e-mail object.

Table 2-37 describes the properties of the Attach To eMail customizer window.

Ta b l e 2-37 Attach To eMail Properties

Property Description

eMail Contact Contact variable that specifies the e-mail message to which you want to attach the

document

Attachments Information identifying the document you want to attach to the e-mail message

Name Local variable

Document Data Type Name for Attachment

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Create eMail Step

Use the Create eMail step to create an e-mail message.

Figure 2-54 Create eMail Customizer Window

In the Create eMail step, you generate the subject line and body of the e-mail message. After you create

the e-mail, you can attach documents to it (with the Attach To eMail step) and then send it (with the Send

eMail step).

Add / Modify

(buttons)

Use these buttons to access the Attachment di

alog box. Use the dialog to specify the

following:

• Local Variable—Choose a variable from the drop-down list that identifies the

document you want to attach to the e-mail.

• Data Type—Display only. Appears automatically in the Data Type box after

you specify the Local Variable.

• Name for Attachment—Specify a filename, including its extension.

Note Most e-mail readers place the Name for Attachment text near an icon that

represents the attachment. The extension you provide as part of the

document name indicates to the user the type of document you attached. For

example, “.doc” normally indicates that a document was created with

Microsoft Word, “.wav” is an audio document, and so on.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking on it. To

sort the entries, click on the column header.

Delete

(button)

To remove a Local Variable, highlight a v

alue in the list and click Delete.

Table 2-37 Attach To eMail Properties (continued)

Property Description

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Table 2-38 describes the properties of the Create eMail customizer window.

Ta b l e 2-38 Create eMail Properties

Property Description

Subject Variable or expression that you want to use for the subjec

t line of the

message.

Body Variable or expression that you want to use for the body of the e-mail

message

eMail Contact Variable that identifies the email.

Note You can manage multiple e-mail messages in the same script by

saving each message in a different variable.

Send eMail Step

Use the Send eMail step to send an e-mail message you have created with the Create eMail step.

Figure 2-55 Send eMail Customizer Window

The Send eMail step has two branches:

• Successful—The e-mail message was sent.

• Failed—The e-mail message could not be sent.

When a script reaches the Send eMail step, it immediatel

y sends the e-mail message to the e-mail server,

and keeps the client waiting until the message is accepted by the e-mail server. If the server is unavailable

because of server or network problems, the client must wait until the transaction times out.

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Table 2-39 describes the properties of the Send eMail customizer window.

Ta b l e 2-39 Send eMail Properties

Property Description

eMail Contact Contact variable created in the Create eMai

l step that identifies the e-mail

you want to send.

From Account from which you are sending the e-mail. Valid options are:

• Default. Uses the account configured for the e-mail subsystem on the

Cisco Unified CCX Administration web interface.

• Variable name or expression.

To Variable or string expression that identifies the recipient of the e-mail.

Note Typically, this expression is based on either user input or a

database lookup of the e-mail address. Make sure the e-mail

address is fully qualified, that is, that it is in the form of

account@domainname.

Send (Radio buttons) Immedi

ate. Causes an e-mail to be sent as soon as the

step executes.

Queued. Queues th

e e-mail rather than sending it immediately.

HTTP Contact Steps

The steps in the Http Contact palette of the Cisco Unified CCX Editor provide script designers with a

way to enable scripts to receive HTTP requests and send HTTP responses in web-enabled server

applications.

Note Use steps in the Document palette to compose the server response. For more information, see Document

Steps.

This section contains the following topics:

• Get Http Contact Info Step

• Http Forward Step

• Http Include Step

• Http Redirect Step

• Send Http Response Step

• Set Http Contact Info Step

Figure 2-56 shows the steps in the Http Contact palette as the

y appear in the Palette pane of the Cisco

Unified CCX Editor.

Note The HTTP Contact palette steps are runnable in your Cisco Unified CCX scripts only if you have

purchased the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options.

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Figure 2-56 Http Contact Palette Steps

Note If you apply any of Http Contact step to a contact that is not an HTTP contact, a

ChannelUnsupportedException results.

Get Http Contact Info Step

Use the Get Http Contact Info step to map parameters from an HTTP request to locally defined variables.

The Get Http Contact Info step gets URL paramete

rs, HTTP headers, cookies, or Common Gateway

Interface (CGI) environment variables. This information is stored in variables you define using the Edit

Variables window.

The Get Http Contact Info customizer window contains the following five tabs:

• General tab (Get Http Contact Info step)

• Headers tab (Get Http Contact Info step)

• Parameters tab (Get Http Contact Info step)

• Cookies tab (Get Http Contact Info step)

• CGI Variables tab (Get Http Contact Info step)

The following sections describe these tabs.

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General tab (Get Http Contact Info step)

Use the General tab of the Get Http Contact Info customizer window to get trigger contact information.

Figure 2-57 Get Http Contact Info Customizer Window—General Tab

Table 2-40 describes the property of the General tab of the Get Http Contact Info customizer window.

Ta b l e 2-40 Get Http Contact Info Property

Property Description

Http Contact Contact variable that triggers the e

xecution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

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Headers tab (Get Http Contact Info step)

Use the Headers tab of the Get Http Contact Info customizer window to display the HTTP headers that

you have mapped to local variables.

Figure 2-58 Get Http Contact Info Customizer Window—Headers Tab

HTTP headers contain general information such as the type of browser or the version of HTTP used.

Each header provides one value, which is identified by the header name.

As an example, you may use information from HTTP headers in advanced scripts to customize the

ehavior of your script for different HTTP versions or for different browser types.

HTTP provides four types of headers:

• General—Used by both servers and clients (browsers).

• Server—Used only by servers.

• Request—Used only by clients (browsers). Common HTTP Request Headers include:

–

Accept. Preferred media type.

–

Authorization. Client user name and password.

–

From. E-mail address of the client.

–

Host. Host name and port number of the server receiving the original request.

–

Referrer. URL of the source document.

–

User-Agent. Browser type.

• Entity—Used by servers and by clients using POST or PUT methods.

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Note For detailed information about these or other headers, refer to any HTTP reference guide.

Table 2-41 describes the properties of the Headers tab of the Get

Http Contact Info customizer window.

Ta b l e 2-41 Get Http Contact Info—Headers Tab Properties

Property Description

Headers (Names and

ria b l es)

The names of the headers and the corresponding variables that map to the

headers.

Add / Modify

(buttons)

Use these buttons to access the Header dialog box. U

se the dialog to

specify the following:

• Header—Name for the HTTP header.

• Variable—A string variable to be mapped to the parameter.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove HTTP Header information, hi

ghlight a value in the list and

click Delete.

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Parameters tab (Get Http Contact Info step)

Use the Parameters tab of the Get Http Contact Info customizer window to map the parameters for your

script to variables you have defined in the Cisco Unified CCX Editor.

Figure 2-59 Get Http Contact Info Customizer Window—Parameters Tab

When you fill in an HTML form, the values are typically passed as parameters to the web server. The

Get Http Contact Info step reads the values of these parameters from the HTTP request and updates the

current values of the local variables in your application.

The Get Http Contact Info step reads values from both the GET and POST methods.

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Table 2-42 describes the properties of the Parameters tab of the Get Http Contact Info customizer

window.

Ta b l e 2-42 Get Http Contact Info—Parameter Tab Properties

Properties / Buttons Description

Parameters (Names and

ria b l es)

The names of the parameters and the corresponding variables that map to

the parameters.

Add / Modify

(buttons)

Use these buttons to access the Parameters dialog box. Use the dialog to

ecify the following:

• Parameter—Name for the Http Contact.

• Variable—A string variable to be mapped to the parameter.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove Parameter information, highlight a value in the list and click

lete.

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Cookies tab (Get Http Contact Info step)

Use the Cookies tab of the Get Http Contact Info customizer window to map information from a local

variable to a cookie.

Figure 2-60 Get Http Contact Info Customizer Window—Cookies Tab

A cookie is information maintained by the browser that is typically sent by an HTTP server.

The information in cookies can improve performance a

nd convenience when a user repeatedly accesses

the same web page. Most cookies store authentication or identifying information. Once the server

authenticates a browser, it can send authentication credentials or other user identifiers to the browser

cookie. The user can then access the web page without further authentication or identification.

Another use for cookies is to store a mapping identifier to

a Session object so you can, on subsequent

requests, retrieve the original Session object associated with the previous HTTP request and re-associate

it to the new Http Contact.

Note The use of cookies for authentication may present a security risk if a user leaves an authenticated

browser unattended.

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Table 2-43 describes the property of the Cookies tab of the Get Http Contact Info customizer window.

Ta b l e 2-43 Get Http Contact Info—Cookies Tab Property

Property Description

Cookies (Names and

ria b l es)

The names of cookies and the variables to which they are mapped.

Add / Modify

(buttons)

Use these buttons to access the Cookie di

alog box. Use the dialog to

specify the following:

• Name—Name for the cookie.

• Variable—A string variable to be mapped to the cookie.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove the Cookie information, highlight a value in the list and click

lete.

CGI Variables tab (Get Http Contact Info step)

Use the CGI (Common Gateway Interface) Variables tab of the Get Http Contact Info customizer

window to map information from CGI environment variables to local variables.

Figure 2-61 Get Http Contact Info Customizer Window—CGI Variables Tab

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Table 2-44 describes the properties of the Environment tab of the Get Http Contact Info customizer.

Ta b l e 2-44 Get Http Contact Info—Environment Tab Properties

Property Description

Name / Variable The names of CGI Environment variables and corresponding local variables

which they are mapped.

Note See Table 2-45 for descriptions of each of the Environment

variables.

Set (button) To set a variable, select a Name and click Set. Choose a v

alue from the

Variable drop-down list and then click OK; the variable name appears in the

Variable column next to the Name you selected.

Delete (button) To remove Environment information, highlight a value in the list and click

lete.

Property Description

Table 2-45 describes each Environment variable.

Ta b l e 2-45 Http Contact Environment Variables

Name Description

AUTH_TYPE The protocol-specific authentication method used to validate the user when

the se

rver supports user authentication and the script requires

authentication.

CONTENT_LENGTH The content length of the data

as specified by the client.

CONTENT_TYPE The content type of the data for queries such as HT

TP GET and HTTP

POST that have attached information.

PATH_INFO Extra path information as gi

ven by the client. Scripts can be accessed by a

virtual pathname, followed by extra information at the end of the path. The

extra information is sent as PATH_INFO. The server decodes this

information if it comes from a URL before it is passed to the script.

PATH_TRANSLATED Translated version of PATH_INFO, with an

y associated virtual-to-physical

mapping.

QUERY_STRING The information that follows the question mark (?) in the URL that

ferences this script.

This information is the query information. Do not decode it. Always set this

ariable when there is query information, regardless of command line

decoding.

REMOTE_ADDR The IP address of the remote host making the request.

REMOTE_HOST The hostname making the request.

If the server does not have this information, it will instead set

EMOTE_ADDR.

REMOTE_USER The authenticated user name when the serv

er supports user authentication

and the script requires authentication.

REQUEST_METHOD The method of the request that was made, such as GET or POST.

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Http Forward Step

Use the Http Forward step to forward an HTTP request to an internal URI deployed under the document

repository \default\webapps\ROOT (the default web applications folder) or \default\webapps\<your web

apps> folder. The URI can be a JSP page, which would permit dynamic content generation, or any other

resource like an HTML page for static content generation.

Internal URI paths are defined starting at the \default\webapps\ROOT folder. For example, a JSP page

stored as:

• \default\webapps\ROOT\hello.jsp would be referenced using the URI path hello.jsp.

• \default\webapps\ROOT\help\help.jsp would be referenced using the URI path \help\help.jsp.

It is also possible to store war files under \default\webapps\ folder which would be automatically

expanded by the internal web server and define new web applications that would be referenced using the

URI path <war file name>\<resource filename>.

Use the HTTP Forward step to use Java Server Pages to generate dynamic output to a browser.

The HTTP Forward step lets you define local variables that you can pass to the JSP. When the HTTP

Forward step executes, these variables are passed as parameters to the JSP. The JSP uses these

parameters to format the output that is sent to the user.

You can use the HTTP Forward step instead of the Keyword Transform Document step (see the

“Keyword Transform Document Step” section on page 2-180) if you are already using JSP or if you need

the full capabilities of the Java programming language.

A script should use only one of the following steps from the Http Contact palette to respond to an HTTP

request:

• Http Redirect

• Http Forward

• Http Include

• Send Http Response

If you use the Http Forward step, you should not use either a Http Redirect or Send Response step in the

same sequence within a script, because using any one of these three steps moves the Http Contact into a

final state when the response is returned back to the browser. The script cannot attempt to send another

response back because one has already been sent. If, however, a script has some conditional logic, you

can use one of these three steps in one condition and another in another condition.

SCRIPT_NAME A virtual path to the script being executed, used for self-referencing URLs.

SERVER_NAME The server’s hostname, DNS

alias, or IP address as it would appear in a

self-referencing URL.

SERVER_PORT The TCP port number of the request.

SERVER_PROTOCOL The name and revision of the information protocol of the request, in the

format: protocol/revision.

1. DNS = Domain Name Service

Table 2-45 Http Contact Environment Variables (continued)

Name Description

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Note You can also use the Reject and Terminate steps from the Contact palette as responses to an HTTP

request. For more information, see “Contact Steps” section on page 2-34.

With JSP, you can access the parameter value by creating a parameter bean and by re

trieving the

parameter passed by the HTTP Forward step. The following example, which you create using a text

editor, shows how to access and retrieve the parameter name.

Note This file would be uploaded to the Document repository’s default\webapps\ROOT folder.

Example 2-1 Sample JSP file (hello.jsp) for Accessing a Parameter

<html>

<body>

<jsp:useBean id="parameters" type="java.util.Dictionary" scope="request"/>

Hello <%= parameters.get("name") %>

</body>

</html>

Figure 2-62 shows the customizer window, General tab for the HTTP Forward step.

Figure 2-62 HTTP Forward Customizer Window—General tab

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Table 2-46 describes the properties of the HTTP Forward customizer window—General tab.

Ta b l e 2-46 HTTP Forward Properties—General tab

Properties / Buttons Description

Http Contact Contact variable that triggers the e

xecution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

URI Path Relative URI path from either the ROOT or user-installed web

plications.

Note Web applications are installed in the Document repository under

the folder \default\webapps\.

Figure 2-63 shows the Http Forward Customizer Window “Parameters” Map tab.

Figure 2-63 HTTP Forward Customizer Window—”Parameters” Map tab

Ta b l e 2-47 Http Forward Properties—Parameters Map tab

Property Description

Parameters (Keys

and V

alues)

Keywords in the JSP form and the corresponding variables to be mapped to the

keywords in the JSP form.

The JSP page expects to receive this in

formation in the form of a

java.util.Hashtable stored in the parameters HTTP Request Header. The keys

of the hash table will correspond to the keywords and the value is the variable’s

value at the time the step is executed.

Add / Modify

(buttons)

Use these buttons to access the Parameter dialog box. U

se the dialog to specify

the following:

• Keyword—Name for the Keyword.

• Varia bl e—A variable to be mapped to the Keyword.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking on it.

To sort the entries, click on the column header.

Delete

(button)

To remove JSP information, highlight a value in the list and click De

lete.

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Http Include Step

Use the Http Include step to forward an HTTP request to an internal URI deployed under the document

repository \default\webapps\ROOT (the default web applications folder) or \default\webapps\<your web

apps> folder. The URI can be a JSP page, which would permit dynamic content generation, or any other

resource like an HTML page for static content generation.

Note The HTTP Include step is the same as the HTTP Forward step except that the HTTP response is not

committed and the control is returned back to the script to continue appending to the HTTP response.

For further details, see the description of the Http Forward Step.

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Figure 2-64 shows the customizer window for the Http Include step.

Figure 2-64 Http Include Customizer Window—General Tab

Table 2-48 describes the General properties of the Http Include customizer window.

Ta b l e 2-48 Http Include Properties—General Tab

Property Description

Http Contact Contact variable that triggers the e

xecution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

URI Path Relative URI path from either the ROOT or user-installed web

plications.

Note Web applications are installed in the Document repository under

the folder \default\webapps\.

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Figure 2-65 Http Include Customizer Window—”Parameters” Map tab

Ta b l e 2-49 Http Include Properties—Parameters Map tab

Property Description

Parameters (Keys and

lue s )

Keywords in the JSP form and variables to be mapped to the keywords in

the JSP form.

The JSP page expects to receive this information in the form of a

va.util.Hashtable stored in the parameters HTTP Request Header. The

keys of the hash table will correspond to the keywords and the value is

the variable’s value at the time the step is executed.

Add / Modify

(buttons)

Use these buttons to access the Parameter d

ialog box. Use the dialog to

specify the following:

• Keyword—Name for the Keyword.

• Variable—A variable to be mapped to the Keyword.

When done, click OK.

Delete

(button)

To remove JSP information, highlight a value in the list and click De

lete.

Http Redirect Step

Use the Http Redirect step to redirect the browser to go to a specified URL instead of responding directly

to an HTTP request.

You can, for example, use this step to redirec

t the browser to a different server.

A script should use only one of the following steps from the Http Contact palette to respond to an HTTP

request

• Http Redirect

• HTTP Forward

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• Send Http Response

If you use the Http Redirect step, you should not use either a HTTP Forward or Send Response step in

the s

ame sequence within a script, because using any one of these three steps moves the Http Contact

into a final state when the response is returned back to the browser. The script cannot attempt to send

another response back because one has already been sent. If, however, a script has some conditional

logic, you can use one of these three steps in one condition and another in another condition.

Note You can also use the Reject and Terminate steps from the Contact palette as responses to an HTTP

request. For more information, see “Contact Steps” section on page 2-34.

Figure 2-66 shows the customizer window for the H

ttp Redirect step.

Figure 2-66 Http Redirect Customizer Window

Table 2-50 describes the properties of the Http Redirect customizer window.

Ta b l e 2-50 Http Redirect Properties

Property Description

Http Contact Contact that triggers the e

xecution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

URL Variable containing—or an expression resolving to—a URL to which the

bro

wser is redirected.

Send Http Response Step

Use the Send Http Response step to send a document to a browser.

Note You should upload all documents to the Document repository and reference them using the expression

language command DOC[filename]. Storing documents in the repository allows them to be synchronized

across all Cisco Unified CCX servers in the cluster and included in server backups.

The document, which is stored in a document variable, must be ready to be sent. You may, for example,

place the Keyword Transform Document step before this step in your script to update the document with

dynamic information before it is sent to a user.

A script should use only one of the following steps from the Http Contact palette to respond to an HTTP

request

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• Http Redirect

• Http Forward

• Send Http Response

If you use the Send Http Response step, you should not use either a Http Redirect or Http Forward step

n the same sequence within a script, because using any one of these three steps moves the Http Contact

into a final state when the response is returned back to the browser. The script cannot attempt to send

another response back because one has already been sent. If, however, a script has some conditional

logic, you can use one of these three steps in one condition and another in another condition.

Note You can also use the Reject and Terminate steps from the Contact palette as responses to an HTTP

request. For more information, see “Contact Steps” section on page 2-34.

Figure 2-67 shows the customizer window for th

e Send Http Response step.

Figure 2-67 Send Response Customizer Window

Table 2-51 describes the properties of the Send Http Response customizer window.

Ta b l e 2-51 Send Http Response Properties

Property Description

Http Contact Contact variable that triggers the e

xecution of the step.

Default is Triggering Contact, unless another contac

t is specified.

Document Variable or expression indicating the location of the document to be sent.

Set Http Contact Info Step

Use the Set Http Contact Info step to set the values of HTTP headers and cookies in an HTTP response.

Note Use this step in advanced scripts. You need specialized knowledge of HTTP to make this step useful.

The Set Http Contact Info customizer window contains the following three tabs:

• General tab (Set Http Contact step)

• Headers tab (Set Http Contact step)

• Cookies tab (Set Http Contact step)

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The following sections describe these tabs.

General tab (Set Http Contact step)

Use the General tab of the Set Http Contact Step customizer window to specify the Contact variable that

triggers the execution of the step.

Figure 2-68 Set Http Contact Customizer Window—General Tab

Table 2-52 describes the property of the General tab of the Set Http Contact Info customizer window.

Ta b l e 2-52 Set Http Contact Info Property

Property Description

Http Contact Contact variable that triggers the e

xecution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

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Headers tab (Set Http Contact step)

Use the Headers tab of the Set Http Contact Info step to map each HTTP header to a local variable or a

valid expression from which the header value will be obtained when the step executes.

Figure 2-69 Set Http Contact Customizer Window—Headers Tab

HTTP headers contain general information such as the type of browser or the version of HTTP used.

When you design a browser script, you can add information to the HTTP header to identify the HTTP

version or browser type you are using.

You can also, for example, use this tab to control how long the browser maintains a cached copy of a

ocument, by setting a value for the Expires header.

Table 2-53 describes the properties of the Headers tab of th

e Set Http Contact Info customizer window.

Ta b l e 2-53 Set Http Contact Info—Headers Tab Properties

Properties / Buttons Description

Headers (Names and

lue s )

The Names of the headers and the corresponding variables that map to the

headers.

Add / Modify

(buttons)

Use these buttons to access the Header dialog box. U

se the dialog to

specify the following:

• Header—Name for the HTTP header.

• Variable—A variable or expression to be mapped to the HTTP

header

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove Header information, highlight a value in the list and click

lete.

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Cookies tab (Set Http Contact step)

Use the Cookies tab of the Set Http Contact Info customizer window to map each cookie to a local

variable from which the cookie value will be obtained when the step executes.

A cookie is information maintained by the browser that is s

ent by the HTTP server in response to an

HTTP request.

Figure 2-70 Set HTTP Contact Customizer Window—Cookies Tab

Table 2-54 describes the property of the Cookies tab of the Set Http Contact Info customizer window.

Ta b l e 2-54 Set Http Contact Info—Cookies Tab Property

Property Description

Cookies (Names and

lue s )

The names of the cookies and the corresponding variables to which they

are mapped.

Add / Modify

(buttons)

Use these buttons to access the Cookie di

alog box. Use the dialog to

specify the Cookie attributes and click OK.

Note For complete details about the Cookie Attributes, see Table 2-55.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (button) To remove Cookie information, highlight a value in the list and click

lete.

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Table 2-55 describes the attributes of the Cookie dialog box.

Ta b l e 2-55 Cookie Dialog Box Attributes

Cookie Attributes Description

Name Alphanumeric string that identif

ies the cookie.

Excluded characters include the

semicolon, comma, and space. Names

beginning with $ are reserved and cannot be used by scripts.

Each cookie begins with a NAME = VALUE pair.

Valu e Variable to map to the cookie identified in Name.

Each cookie begins with a NAME = VALUE pair

Comment Variable containing an alphanumeric string that identifies the purpose of

the cookie to the user.

The user may use this information to deci

de whether to establish or

continue a session with this cookie.

Domain Variable that contains the domain of hosts that ca

n set a cookie.

The domain must contain at least two periods.

The default value is the host name of the server that generated the cookie

respon

se.

Max Age Variable that stores the number of seconds before

the cookie expires.

A positive value represents the number of se

conds before the cookie

expires. A negative value means the cookie will be deleted when the web

browser closes. A value of 0 causes the cookie to be deleted immediately.

Path Variable that specifies the subset of URLs in a domain for which the

okie is valid.

The default path is the path of the document described by the header that

ntains the cookie.

Secure Variable that specifies the secure cookie, so

that it will be transmitted

only to SSL

1. SSL = Secure Sockets Layer

servers.

Vers i on Variable that contains the decimal integer that identifies the version of the

state managemen

t specification to which the cookie conforms.

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Media Steps

The steps in the Media palette of the Cisco Unified CCX Editor provide script designers with a way to

process media interactions with callers.

Media interactions can include playing or recording prompts and acquiring Dual Tone Multi-Frequency

(DTMF) or speech input.

Note When developing scripts that prompt callers, remember to accommodate the needs of hearing-impaired

customers. To make your application fully accessible to these callers, set up scripts to interact with

devices such as a Telecommunications Relay Service (TRS) or Telecommunications Device for the Deaf

(TTY/TDD).

All media steps work with either DTMF or Automatic Speech Recognition (ASR) input with the

exception of the Voice Browser step, which works only with ASR.

Note Before using an ASR or TTS script as a Cisco Unified CCX application, you should first validate the

script against the MRCP ASR and TTS vendor’s list of supported capabilities.

This section contains the following topics:

• Explicit Confirmation Step

• Extended Get Digit String Step

• Extended Play Prompt Step

• Get Digit String Step

• Implicit Confirmation Step

• Menu Step

• Name To User Step

• Play Prompt Step

• Recording Step

• Send Digit String Step

• Simple Recognition Step

• Voice Browser Step

• Generic Recognition Step

• Get Recognition Result Info Step

• Get Recognition Interpretation Step

• User Steps

Figure 2-71 shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unified

CCX Editor.

Note The Name to User and Voice Browser steps are only available for the Cisco UnifiedIP IVR or Cisco

Unified CCX Premium license options.

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Figure 2-71 Media Palette Steps

Note If you apply any of these Media steps to a contact that is not associated with a Media channel (also called

a dialog channel), a ChannelUnsupportedException results.

If You Are Upgrading Scripts From a Previous Cisco Unified CCX Release

If you are upgrading from Cisco Unified CCX 2.x and are using queuing scripts to interface with Cisco

UnifiedICME software, please note that all media steps must be set to “interruptible” if you want the

VRU script to be interruptible by the Cisco UnifiedICME software when an agent becomes available. If

not, then make sure to configure the VRU script as not interruptible in the Cisco UnifiedICME system.

In Cisco Unified CCX 2.x, No w

as the default setting for Media steps interruptibility. Scripts upgraded

from 2.x will retain this setting, so you must manually change the settings to Yes so that the interface

with Cisco UnifiedICME software can work properly.

Note If you are upgrading from Cisco Unified CCX 3.x, you do not need to edit your queuing scripts, as the

default interruptibility setting for Media steps in that release is Yes.

Explicit Confirmation Step

Use the Explicit Confirmation step to confirm an explicit response to a prompt.

The Explicit Confirmation step is defined with a default grammar that accepts the following:

• DTMF—Use 1 for yes and 2 for no.

• ASR—Use typical yes or no grammar in proper language.

You can override the default grammar with a caller-d

efined grammar. (For more information about

requirements for defining grammars, see Grammar Steps.)

Note Tags for grammars are case-sensitive.

The customizer window of the Explicit Con

firmation step contains three tabs:

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• General tab (Explicit Confirmation step)

• Prompts tab (Explicit Confirmation step)

• Input tab (Explicit Confirmation step)

• Filter tab (Explicit Confirmation step)

The following sections describe these tabs.

General tab (Explicit Confirmation step)

Use the General tab of the Explicit Confirmation customizer window to select the contact on which to

perform the confirmation, and to set the Interruptible option.

Figure 2-72 Explicit Confirmation Customizer Window—General Tab

Table 2-56 describes the properties of the General tab of the Explicit Confirmation customizer window.

Ta b l e 2-56 Explicit Confirmation Properties—General Tab

Properties / Buttons Description

Contact Contact that triggers the e

xecution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible Ye s—An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Prompts tab (Explicit Confirmation step)

Use the Prompts tab of the Explicit Confirmation customizer window to specify initial, error, and

timeout prompts and to set Barge In and Continue On Prompt Errors options.

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Figure 2-73 Explicit Confirmation Customizer Window—Prompts Tab

Table 2-57 describes the properties of the Prompts tab of the Explicit Confirmation customizer window.

Ta b l e 2-57 Explicit Confirmation Properties—Prompts Tab

Properties / Buttons Description

Initial Prompt Variable or expression indicating the first prompt to be played back.

Error Prompt Variable or expression indicating the prompt to be played in the event of

input error. (Optional; leave blank to use the system default.)

Timeout Prompt Variable or expression indicating the prompt to be played in the event of

a t

imeout. (Optional; leave blank to use the system default.)

Barge In Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Continue on Prompt Errors Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

Input tab (Explicit Confirmation step)

Use the Input tab of the Explicit Confirmation customizer window to set timeout duration, maximum

number of retries, and Flush Input Buffer options. Also use the Input tab to specify a grammar

expression.

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Figure 2-74 Explicit Confirmation Customizer Window—Input Tab

Table 2-58 describes the properties of the Input tab of the Explicit Confirmation customizer window.

Ta b l e 2-58 Explicit Confirmation Properties—Input Tab

Properties / Buttons Description

Timeout (in sec) Amount of time that the step waits for a response before timing out.

Maximum Retries Number of times a new entry can be entered after a timeout or invalid key.

Flush Input Buffer Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

Filter tab (Explicit Confirmation step)

Use the Filter tab of the Explicit Confirmation customizer window to specify an optional grammar

expression to be used for recognizing Yes or No.

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Figure 2-75 Explicit Confirmation Customizer Window—Filter Tab

Table 2-59 describes the properties of the Filter tab of the Explicit Confirmation customizer window.

Ta b l e 2-59 Explicit Confirmation Properties—Filter Tab

Properties / Buttons Description

Grammar Variable or expression indicating the optional grammar expression to be

used for recognizing Y

es or No.

If supplied, the grammar will override the system default grammar.

Extended Get Digit String Step

Use the Extended Get Digit String step to capture either spoken or DTMF entries based on information

defined at run time. If you are using ASR, digits can be spoken in the particular language of the call.

This step waits for input until the caller does one of the following:

• Presses the terminating key (DTMF only)

• Exhausts the maximum number of retries

• Enters the maximum number of keys (DTMF only)

• Does not respond before the timeout length is reached

Note When any previous escalating prompt in the script enters the Extended Get Digit String step, it is reset

to the first prompt in its list.

The Extended Get Digit String step behaves exactly like the Get Digit String step, with two exceptions.

First, with the Extended Get Digit String step, you can enter a Boolean expression for the Interruptible

and Clear DTMF Buffer on Retry fields. Second, although the same limits apply to both steps, most of

the Extended Get Digit String properties can be defined using variables or grammar expressions that can

be changed while the script is running.

The terminator key and the cancel key support Character objects as we

ll as String objects. When a string

is passed as the terminator or cancel key, only the first character of the string is used. The special string

“none” can be used to specify that either no terminator key or no cancel key is required.

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The Extended Get Digit String step produces the following output branches:

• Successful—Input was valid.

• Timeout—After the retry limit was reached, the last try timed out.

• Unsuccessful—After the retry limit was reached, an invalid key was pressed.

Note When an error output branch is reached, all collected digits are returned and stored in a specified

input variable.

The customizer window of the Extended Get Digit step contains four tabs:

• General tab (Extended Get Digit String step)

• Prompt tab (Extended Get Digit String step)

• Input tab (Extended Get Digit String step

• Filter tab (Extended Get Digit String step

The following sections describe these tabs.

General tab (Extended Get Digit String step)

Use the General tab of the Extended Get Digit String customizer window to choose a contact on which

to perform the Get Digit String operation, specify the variable that will hold the resulting digit string,

and set the Interruptible option.

Figure 2-76 Extended Get Digit String Customizer Window—General Tab

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Table 2-60 describes the properties of the General tab of the Extended Get Digit String customizer

window.

Ta b l e 2-60 Extended Get Digit String—General Tab Properties

Properties / Buttons Description

Contact Contact variable that triggers the e

xecution of the step.

Default is the Triggering Contact, unless ano

ther contact is specified.

Interruptible A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step is interruptible:

True—An e

xternal event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

False—The step

must complete before any other process can execute.

Result Digit String Variable that stores the resulting digit string.

Prompt tab (Extended Get Digit String step)

Use the Prompt tab of the Extended Get Digit String customizer window to choose the prompt input

variable and set Barge In and Continue On Prompt Error options.

Figure 2-77 Extended Get Digit String Customizer Window—Prompt Tab

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Table 2-61 describes the properties of the Prompt tab of the Extended Get Digit String customizer

window.

Ta b l e 2-61 Extended Get Digit String—Prompt Tab Properties

Properties / Buttons Description

Prompt Variable or expression indicating the prompt used to prompt the caller to

nput a digit string.

Barge In A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step is interruptible.

True—The caller can in

terrupt the prompt.

False—

The prompt must complete playback before the caller can

respond.

Continue on Prompt Error A Boolean variable—or an expression resolving to a Boolean

ariable—indicating what the step should do on prompt error.

True—The step co

ntinues with the next prompt in the list if a prompt

error occurs, or, if this prompt was the last in the list, the step waits for

input from the caller.

False—A

n exception results, which can then be handled in the script.

Input tab (Extended Get Digit String step

Use the Input tab of the Extended Get Digit String customizer window to set input properties.

Figure 2-78 Extended Get Digit String Customizer Window—Input Tab

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Table 2-62 describes the properties of the Input Tab of the Extended Get Digit String customizer

window.

Ta b l e 2-62 Extended Get Digit String—Input Tab Properties

Properties / Buttons Description

Input Length Variable or expression indicating the maximum number of digits or

aracters. When this limit is reached, the script uses input already

entered.

Initial Timeout (sec) Variable or expression indicating the amount of time the system will wait

for

initial input from the caller.

Interdigit Timeout (sec) Variable or expression indicating the amount of time that the system will

ait for the caller to enter the next digit, after receiving initial input from

the caller.

Maximum Retries Variable or expression indicating the n

umber of times the entry can be

started over after a timeout or an invalid key. A “0” value means that no

retry is allowed; in this case, the script must handle the retry scenario.

Flush Input Buffer A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the system should flush the input buffer.

True—

The system erases previously entered input before capturing

caller input.

False—The syst

em does not erase previously entered input before

capturing caller input.

Clear Input Buffer on Retry A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the system should clear the DTMF buffer.

True—The script clears the D

TMF buffer before each retry.

False—The scrip

t does not clear the DTMF buffer before each retry.

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Filter tab (Extended Get Digit String step

Use the Filter tab of the Extended Get Digit String customizer window to set the DTMF Controls: the

input filter values, the terminating key, and the cancel key.

Figure 2-79 Extended Get Digit String Customizer Window—Filter Tab

Table 2-63 describes the properties of the Filter tab Extended Get Digit String customizer window.

Ta b l e 2-63 Extended Get Digit String Properties—Filter Tab

Properties / Buttons Description

Input Length Variable indicating the maximum number of digits or characters. When

thi

s limit is reached, the step stops accumulating digits and returns.

Digits Filter Variable or expression indicating the valid DTMF keys that can be

tered in the DTMF keypad (excluding the terminating and cancel keys).

Terminating Digit Variable or expression indicating the key the caller uses to signal the end

caller input. The terminating key overrides the Maximum Input Length

to terminate input.

Leaving this field empty or setting it to “none” or “n” means that no

termin

ating key exists.

Note This field supports character expressions and strings. For string

use only the first character of the string.

Cancel Digit Variable or expression indicating the key the caller uses to cancel input

start over. Leaving this field empty or setting it to “none” or “n” means

that no cancel key exists.

Note This field supports character expressions and strings. For string

use only the first character of the string.

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Extended Play Prompt Step

Use the Extended Play Prompt step to play prompts back to the caller.

The Extended Play Prompt step behaves exactly like the Play Prompt step, w

ith the exception that you

can use the Expression Editor to assign values to the Interruptible, Barge In, Continue On Prompt Errors,

and Flush Input Buffer options for greater script flexibility.

Note When any previous escalating prompt in the script enters the Extended Play Prompt step, it is reset to

the first prompt in its list.

The customizer window of the Extended Play Prompt step contains three tabs:

• General tab (Extended Play Prompt step)

• Prompt tab (Extended Play Prompt step)

• Input tab (Extended Play Prompt step)

These tabs are described below.

General tab (Extended Play Prompt step)

Use the General tab of the Extended Play Prompt customizer window to specify the triggering contact

and set the Interruptible option.

Figure 2-80 Extended Play Prompt Customizer Window—General Tab

Table 2-64 describes the properties of the General tab of the Extended Play Prompt customizer window.

Ta b l e 2-64 Extended Play Prompt—General Tab Properties

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step is interruptible.

True—An e

xternal event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

False—The step

must complete before any other process can execute.

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Prompt tab (Extended Play Prompt step)

Use the Prompt tab of the Extended Play Prompt customizer window to select the Prompt variable and

set the Barge In and Continue on Prompt Error options.

Figure 2-81 Extended Play Prompt Customizer Window—Prompt Tab

Table 2-65 describes the properties of the Prompt tab of the Extended Play Prompt customizer window.

Ta b l e 2-65 Extended Play Prompt—Prompt Tab Properties

Properties / Buttons Description

Prompt A variable or an expression indicating which prompt is to be played.

Barge In A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step is interruptible.

True—The caller can in

terrupt the prompt.

False—

The prompt must complete playback before the caller can

respond.

Continue on Prompt Error A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step should continue on prompt error.

True—The step co

ntinues with the next prompt in the list if a prompt

error occurs, or, if this prompt was the last in the list, the step waits for

input from the caller.

False—A

n exception results, which can then be handled in the script.

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Input tab (Extended Play Prompt step)

Use the Input tab of the Extended Play Prompt customizer window to configure the Flush Input Buffer

option.

Figure 2-82 Extended Play Prompt Customizer Window—Input Tab

Table 2-66 describes the property of the Input tab of the Extended Play Prompt customizer window.

Ta b l e 2-66 Extended Play Prompt—Input Tab

Properties / Buttons Description

Flush Input Buffer A Boolean variable—or an expression resolving to a Boolean

ariable—indicating whether the step should flush the input buffer.

True—

The system erases previously entered input before capturing

caller input.

False—The syst

em does not erase previously entered input before

capturing caller input.

Get Digit String Step

Use the Get Digit String step to capture either a DTMF or spoken digit string from the caller in response

to a prompt. When using ASR, the prompt used should ask the caller to “press or say” the digit string,

because this step automatically supports spoken digits as well as DTMF digits when executed with ASR.

The Get Digit String step waits for input until the ca

ller does one of the following:

• Presses the terminating key (DTMF only)

• Exhausts the maximum number of retries

• Enters the maximum number of keys (DTMF only)

• Does not respond before the timeout length is reached

In ASR mode, the step will take an entire spoken digit string but will return the digit result only up the

specif

ied Input Length.

Users must speak digits sequentially; for example, 1 2 3 4 must be spoken “one-two-three-four” instead

f “twelve thirty-four”.

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Note When any previous escalating prompt in the script enters the Get Digit String step, it is reset to the first

prompt in its list.

The Get Digit String step provides three output branches:

• Successful—Input was valid.

• Timeout—After the retry limit was reached, the last try timed out.

• Unsuccessful—After the retry limit was reached, an invalid key was pressed or an invalid value was

spoken.

Note In the event of an error, the accumulated digits are returned and saved in the specified variable before

the script exits through the unsuccessful or timeout output branches.

The customizer window of the Get Digit String step contains four tabs:

• General tab (Get Digit String step)l

• Prompt tab (Get Digit String)

• Input tab (Get Digit String)

• Filter tab (Get Digit String)

The following sections describe these tabs.

General tab (Get Digit String step)

Use the General tab of the Get Digit String step to choose the contact, specify the variable that will store

the digit string, and specify whether or not the step is interruptible by external events.

Figure 2-83 Get Digit String Customizer Window—General Tab

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Table 2-67 describes the properties of the General tab of the Get Digit String customizer window.

Ta b l e 2-67 Get Digit String Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is Triggering Contact, unless another contac

t is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Result Digit String Variable indicating the name of the variable that stores the digits that the

aller enters.

Prompt tab (Get Digit String)

Use the Prompt tab of the Get Digit String customizer window to specify a prompt, and to set Barge In

and Continue on Prompt Errors options.

Figure 2-84 Get Digit String Customizer Window—Prompt Tab

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Table 2-68 describes the properties of the Prompt tab of the Get Digit String customizer window.

Ta b l e 2-68 Get Digit String Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable or expression indicating the prompt to be played back.

Barge In Radio button.

Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

Input tab (Get Digit String)

Use the Input tab of the Get Digit String customizer window to set conditions for receiving caller input.

Figure 2-85 Get Digit String Customizer Window—Input Tab

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Table 2-69 describes the properties of the Input tab of the Get Digit String customizer window.

Ta b l e 2-69 Get Digit String Properties—Input Tab

Properties / Buttons Description

Initial timeout (in sec) Variable indicating the amount of time the system waits for initial input

from the ca

ller.

Interdigit timeout (in sec) Variable indicating the amount of time that the system waits for the caller

enter the next digit, after receiving initial input from the caller

(DTMF).

Maximum Retries Variable indicating the number of times

a new entry can be entered after

a timeout or invalid key.

After the maximum number of retries is reached, the step continues on the

imeout or Unsuccessful output branch, depending on whether the last

try timed out or an invalid key was entered. On retry due to an invalid key,

a system prompt plays if none is specified.

Note A “0” value means that no retry is allowed; in this case, the script

must handle the retry scenario.

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

Clear Input Buffer Radio button.

Ye s —The st

ep clears the DTMF buffer before each retry.

No—T

he step does not clear the DTMF buffer before each retry.

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Filter tab (Get Digit String)

Use the Filter tab of the Get Digit String step to specify digits that can be accepted from the caller.

Figure 2-86 Get Digit String Customizer Window—Filter Tab

Table 2-70 describes the property of the Filter tab of the Get Digit String customizer window.

Ta b l e 2-70 Get Digit String Properties—Filter Tab

Properties / Buttons Description

Input Length Variable indicating the maximum number of digits or characters. When

thi

s limit is reached, the step stops accumulating digits and returns.

Digits filter Specifies the digits that you want to accep

t from the caller (excluding the

terminating and cancel keys). If the caller enters digits that you do not

choose, the system plays an error prompt for the caller and retries the

Input step until the maximum numbers of retries is reached. At that time,

the Unsuccessful output branch executes.

Terminating Digit Variable indicating the key used to indi

cate the end of caller input (DTMF

only). The terminating key overrides the Maximum Input Length to

terminate input.

Cancel Digit Variable indicating the key the caller presses to start over.

The Get Digit String customizer window closes, and the name of the triggering contact and the result

igit string variable appear next to the Get Digit String step icon in the Design pane of the Cisco Unified

CCX Editor.

Implicit Confirmation Step

Use the Implicit Confirmation step to confirm an action without having to ask a question. This step is

typically used in speech-enabled Solutions.

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A prompt explaining the action to be taken is played back and the system waits a configured number of

seconds for input from the caller. If the caller presses any DTMF digits or speaks anything before the

configured timeout, the confirmation is considered to have failed, and an Explicit Confirmation step

should be used.

For DTMF media, the caller can fail the confirmation only by entering DTMF digits.

Note When any previous escalating prompt in the script enters the Implicit Confirmation step, it is reset to the

first prompt in its list.

When a valid string of digits is received, a prompt plays the extension that will be dialed, based on the

caller’s input. The Implicit Confirmation step is usually configured to give the caller two seconds after

hearing the prompt to decline confirmation before timeout.

Under the No output branch of the Implicit Confirmation step, an If step tracks the number of times the

con

firmation is attempted before the script moves to a subsequent step.

If the extension played back to the caller is accurate and the ca

ller makes no effort to stop the operation,

the Yes output branch executes, and a Call Redirect step attempts to connect the caller to the desired

extension.

Figure 2-87 shows the customizer window for the Implicit Confirmation step.

Figure 2-87 Implicit Confirmation Customizer Window—General Tab

Table 2-71 describes the properties of the General tab of the Implicit Confirmation customizer window.

Ta b l e 2-71 Implicit Confirmation General Tab Properties

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless ano

ther contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

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Figure 2-88 Implicit Confirmation Customizer Window—Prompt Tab

Ta b l e 2-72 Implicit Confirmation Prompt Tab Properties

Properties / Buttons Description

Prompt Variable or expression indicating the prompt played to the caller.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

Figure 2-89 Implicit Confirmation Customizer Window—Input Tab

Ta b l e 2-73 Implicit Confirmation Input Tab Properties

Properties / Buttons Description

Timeout Variable indicating the number of seconds without a caller response

before

confirmation is considered successful. (Usual value is 2 seconds.)

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Menu Step

Use the Menu step to provide a menu from which callers can choose a series of options. The Menu step

receives a single digit entered or spoken by a caller and maps this entry to a series of option output

branches. The system executes the steps that you add after each of these option output branches.

Note When any previous escalating prompt in the script enters the Menu step, it is reset to the first prompt in

its list.

Although the Menu step combines the functionality of a Get Digit String step and a Switch step, it allows

the caller to enter only one digit.

By default, the Menu step has the following output branches:

• Output 1

• Output 2

• Output 3

• Timeout

• Unsuccessful

You can add more output branches in the General tab of the Menu customizer window.

The Menu step retries for a timeout, an invalid digit entry (a digit that is not associated with any

connections), or invalid spoken input. If the maximum number of retries is reached, the Menu step takes

either the Timeout or Unsuccessful connection, depending on the reason for the latest failure.

The customizer window of the Menu step contains three tabs:

• General tab (Menu step)

• Prompt tab (Menu step)

• Input tab (Menu step)

• Filter tab (Menu step)

The following sections describe these tabs.

General tab (Menu step)

Use the General tab of the Menu customizer window to associate digits (typically entered by the caller

from a telephone keypad or spoken in response to a speech-enabled prompt) with an output branch label.

You can associate multiple inputs with a single output branch label, but you can associate only one

output branch label with a given input.

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Figure 2-90 Menu Customizer Window—General Tab

Table 2-74 describes the properties of the General tab of the Menu customizer window.

Ta b l e 2-74 Menu Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible

(radio buttons)

Radio button.

Ye s —An e

xternal event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Prompt tab (Menu step)

Use the Prompt tab of the Menu customizer window to choose the prompt to be played back, and to set

the Barge In and Continue on Prompt Errors options.

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Figure 2-91 Menu Customizer Window—Prompt Tab

Table 2-75 describes the properties of the Prompt tab of the Menu customizer window.

Ta b l e 2-75 Menu Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable or expression indicating the prompt to be played back to caller.

Barge In Radio button.

Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

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Input tab (Menu step)

Use the Input tab of the Menu customizer window to set the timeout setting, maximum number of retries,

and Flush Input Buffer options.

Figure 2-92 Menu Customizer Window—Input Tab

Table 2-76 describes the properties of the Input tab of the Menu customizer window.

Ta b l e 2-76 Menu Properties—Input Tab

Properties / Buttons Description

Timeout Variable or expression indicating the amount of time the system waits for

inp

ut from the caller. When this timer expires, the system either replays

the prompt or plays the system prompt that asks if the caller is still there.

Maximum Retries Variable indicating the number of times

the entry can be restarted after a

timeout or invalid input response. After the maximum number of retries

is reached, the Menu step continues on the Timeout or Unsuccessful

output branches depending on whether the last try timed out or an invalid

input response was entered.

A “0” value means that no retry

is allowed; in this case, the script must

handle the retry scenario.

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

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Filter tab (Menu step)

Use the Filter tab of the Menu customizer window to set options. Selecting all connections at a time will

show all DTMF digits currently selected throughout all connections in the middle pane.

Figure 2-93 Menu Customizer Window—Filter Tab

Table 2-77 describes the properties of the Filter tab of the Menu customizer window.

Ta b l e 2-77 Menu Properties—Filter Tab

Properties / Buttons Description

Options

(list and key pad)

Use the Connections list box and the number key pad to map an option

name to a di

git.

Add / Modify

(buttons)

Use these buttons to add or modify a Connection Name for the option.

When done, click OK.

Delete

(button)

To remove an Output Option Name, highlight an option in the list and

ick Delete.

Name To User Step

Note The Name to User step is available in the Cisco UnifiedIP IVR, Cisco Unified CCX Premium, and Cisco

Unified CCX Enhanced license packages.

The Name To User step is used in the following ways:

• To prompt a caller for the name of the person being called (using either DTMF or speech), and then

to compare the name entered by the caller with names stored in a directory.

• To automatically transfer a caller to the extension of the person being called.

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Note The Name to User Step supports only the 26-character English alphabet. As a result, the

Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step

accept English characters only when using CMT(Cisco Media Terminated).

• To assign a value to a variable that can later be queried using the Get User Info step, in order to

retrieve information such as the extension, e-mail address, and spoken name of the caller.

Note When any previous escalating prompt in a script enters the Name To User step, it is reset to

the first prompt in its list.

Features of the Name to User Step:

• Using a CMT channel, the Name To User step receives DTMF input from a caller with the following

numeric keypad mapping:

–

2 = ABC

–

3 = DEF

–

4 = GHI

–

5 = JKL

–

6 = MNO

–

7 = PQRS

–

8 = TUV

–

9 = WXYZ

• Using the information from this step, a script creates a subsequent prompt that plays the prerecorded

name of the caller if it exists. If no recording exists, the script spells the caller name.

Note The Name To User step is limited to spelling back (over CMT media names with ASCII-only

characters, which may be a limitation under some international conditions.

• Using an ASR channel, the Name To User step receives the spoken input from the caller. If

configured to do so, the caller can speak a nickname.

The Name To User step produces the following output branches:

• Successful—A successful match is made between the input from the caller and a name in the

directory.

• Timeout—The step has reached the maximum number of retries (as configured in the customizer)

without receiving input from the caller.

• Unsuccessful—The input from the caller does not match a name in the directory.

• Operator—The operator’s extension was entered.

Note The Operator output branch appears under the Name To User step in the script only if Yes is

selected for the Operator option in the General tab of the Name To User customizer window.

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Note If the Name To User step matches the caller input with a single user defined in the Cisco Unified

Communications Manager, that result is returned immediately without requiring the caller to confirm the

selection.

If you are upgrading your system to Cisco Unified CCX 4.x and later, please note that this mig

ht be a

change in functionality for your script. In Cisco Unified CCX versions prior to 3.x, the Name To User

step would prompt the caller to confirm the selection.

The customizer window of the Name To User step contains three tabs:

• General tab (Name to User step)

• Prompt tab (Name to User step)

• Input tab (Name to User step)

• Filter tab (Name to User step)

The following sections describe these tabs.

General tab (Name to User step)

Use the General tab to specify the Result User variable and to set other properties for the Name To User

step.

Figure 2-94 Name To User Customizer Window—General Tab

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Table 2-78 describes the properties of the General tab of the Name To User customizer window.

Ta b l e 2-78 Name To User Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Operator Radio button.

Ye s —Th

e caller has the option to connect to an operator by pressing “0”

or saying “Operator” in the language set for the contact.

No—Th

e caller is not offered the option to connect to an operator.

Result User Variable that stores a user object repre

senting the caller selected.

Prompt tab (Name to User step)

Use the Prompt tab to specify prompts to be played back by the Name To User step, and to set the Barge

In and Continue on Prompt Errors options.

Figure 2-95 Name To User Customizer Window—Prompt Tab

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Table 2-79 describes the properties of the Prompt tab of the Name To User customizer window.

Ta b l e 2-79 Name To User Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable or expression indicating the prompt to be played back to the

ller.

• Default prompt— System prompt bundled with the media. “Spell the

last name followed by the first name” is included with DTMF media.

“Say the name” is included for ASR channel.

• Customized prompt—Prompt created by the script designer.

• No prompt—No prompt is played.

Match Threshold

Barge In Radio button.

Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

Input tab (Name to User step)

Use the Input tab to configure various input properties for the Name To User step.

Figure 2-96 Name To User Customizer Window—Input Tab

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Table 2-80 describes the properties of the Input tab of the Name To User customizer window.

Ta b l e 2-80 Name To User Properties—Input Tab

Properties / Buttons Description

Initial Timeout (in sec) Variable indicating the amount of time, in seconds, that the system waits

for

initial input from the caller.

Interdigit Timeout (in sec) Variable indicating the amount of time that the

system waits for the caller

to enter the next digit, after receiving initial input from the caller.

Note This property does not apply to ASR channels.

Maximum Retries Variable indicating the number of times the step attempts to receive valid

inp

ut. A “0” value means that no retry is allowed; in this case, the script

must handle the retry scenario.

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

Filter tab (Name to User step)

Use the Filter tab to configure various filter properties for the Name To User step.

Figure 2-97 Name To User Customizer Window—Filter Tab

Table 2-81 describes the properties of the Filter tab of the Name To User customizer window.

Ta b l e 2-81 Name To User Properties—Filter Tab

Properties / Buttons Description

Input Length Variable indicating the minimum number of digits required before

tomatically checking for a caller match.

This property applies only to CMT channels.

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Play Prompt Step

Use the Play Prompt step to play back specified prompts to the caller.

Note When any previous escalating prompt in the script enters the Play Prompt step, it is reset to the first

prompt in its list.

The customizer window of the Play Prompt step contains three tabs:

• General tab (Play Prompt step)

• Prompt tab (Play Prompt step)

• Input tab (Play Prompt step)

The following sections describe these tabs.

General tab (Play Prompt step)

Use the General tab to identify the contact and to set the Interruptible option.

Figure 2-98 Play Prompt Customizer Window—General Tab

Terminating Digit Variable indicating the key used to indicate the end of caller input.

Cancel Digit Variable indicating the key the caller presses to start over.

Note The Cancel key works only until the number of maximum retries

is reached.

Table 2-81 Name To User Properties—Filter Tab (continued)

Properties / Buttons Description

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Table 2-82 describes the properties of the General tab of the Play Prompt customizer window.

Ta b l e 2-82 Play Prompt Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is Triggering Contact, unless anot

her contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Prompt tab (Play Prompt step)

Use the Prompt tab of the Play Prompt customizer window to specify the prompt to be played back, and

to set the Barge In and Continue on Prompt Errors options.

Figure 2-99 1Play Prompt Customizer Window—Prompt Tab

Table 2-83 describes the properties of the Prompt tab of the Play Prompt customizer window.

Ta b l e 2-83 Play Prompt Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable or expression indicating which prompt is to be played.

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Barge In Radio button.

Ye s —The caller can interrupt the prompt.

No—The prompt must complete playback before the caller can respond.

Continue on Prompt Errors Radio button.

Ye s —The step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An exception results, which can then be handled in the script.

Table 2-83 Play Prompt Properties—Prompt Tab (continued)

Properties / Buttons Description

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Input tab (Play Prompt step)

Use the Input tab of the Play Prompt step to specify whether or not to erase previously entered input

before capturing caller input.

Figure 2-100 Play Prompt Customizer Window—Input Tab

Table 2-84 describes the property of the Input tab of the Play Prompt customizer window.

Ta b l e 2-84 Play Prompt —Input Tab

Properties / Buttons Description

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

Recording Step

Use the Recording step to record audio input from the caller and return it as a Document object that can

later be uploaded as a spoken name (or uploaded directly into the Document repository to be made

available to all Cisco Unified CCX servers in the cluster), saved to disk or to a database, or e-mailed.

All recordings are defined with a RIFF (Resource Inte

rchange File Format) header of type WAVE and

encoded using G711 u-law and G729 format.

Note When any previous escalating prompt in the script enters the Recording step, it is reset to the first prompt

in its list.

The customizer window of the Recording step contains three tabs:

• General tab (Recording step)

• Prompts tab (Recording step)

• Input tab (Recording step)

• Filter tab (Recording step)

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The following sections describe these tabs.

General tab (Recording step)

Use the General tab of the Recording step to label the recorded document, set the recording duration and

media type, and set the Interruptible option.

Figure 2-101 Recording Customizer Window—General Tab

Table 2-85 describes the properties of the General tab of the Recording customizer window.

Ta b l e 2-85 Recording Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless ano

ther contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Result Document Variable indicating where the resulting audio document is saved.

Prompts tab (Recording step)

Use the Prompts tab of the Recording step to specify a prompt name, a start tone, a barge in option, and

a continue on prompt errors option.

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Figure 2-102 Recording Customizer Window—Prompt Tab

Table 2-86 describes the properties of the Prompts tab of the Recording customizer window.

Ta b l e 2-86 Recording Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable indicating the prompt to be played bac

k to the callers:

• Customized Prompt—Prompt created by the designer.

• No Prompt—No prompt is played.

Note If you select Customized Prompt, use the List of Prompts

drop-down list or the Expression Editor to specify the prompt to

be played.

Start Tone Tone that indicates the recording is about to begin.

Options from the drop-down list:

• Default Prompt—System prompt providing a default start tone for

playback.

• Customized Prompt—Start tone created by the designer.

• No Prompt—No start tone is played.

Barge In Radio button.

Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Note The start tone is not interruptible and will always be played back

if specified, even if the main prompt is interrupted.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

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Input tab (Recording step)

Use the Input tab of the Recording customizer window to set terminating and cancel keys, the maximum

number of retries, and the Flush Input Buffer option.

Figure 2-103 Recording Customizer Window—Input Tab

Table 2-87 describes the properties of the Input tab of the Recording customizer window.

Ta b l e 2-87 Recording Properties—Input Tab

Properties / Buttons Description

Maximum Retries Variable indicating the number of times the recording can be re-attempted

fter the cancel key has been detected.

After the maximum number of retries is reached, the step continues on the

successful output branch. On retry due to an invalid key, a system

prompt plays if none is specified.

A “0” value means that no retry

is allowed; in this case, the script must

handle the retry scenario.

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

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Filter tab (Recording step)

Use the Filter tab of the Recording customizer window to set the duration, terminating digit, and cancel

digit.

Figure 2-104 Recording Customizer Window—Filter Tab

Table 2-88 describes the properties of the Filter tab of the Recording customizer window.

Ta b l e 2-88 Recording Properties—Filter Tab

Properties / Buttons Description

Duration Variable or expression indicating the maximum length of time allotted for

recordi

ng.

Terminating Digit Variable indicating the key used to indicate the end of caller input.

Cancel Digit Variable indicating the key the caller presses to start over.

Send Digit String Step

Use the Send Digit String step to out-pulse back to the caller a specified set of DTMF digits.

The DTMF digits are sent out-of-band and out-pulsed in-band by the gateways.

Note You can insert a “,” (comma) in the sequence of DTMF digits to instruct the script to insert a 1-second

pause before continuing to out-pulse the remaining DTMF digits. You can use multiple commas to

increase the length of the pause.

Figure 2-105 shows the Send Digit String customizer window.

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Figure 2-105 Send Digit String Customizer Window

Table 2-89 describes the properties of the Send Digit String customizer window.

Ta b l e 2-89 Send Digit String Properties

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is Triggering Contact, unless another contac

t is specified.

Output Digits Variable or expression indicating the sequence of DTMF digits to be sent.

Simple Recognition Step

Use the Simple Recognition step to allow the caller to choose options from a menu.

Note When any previous escalating prompt in the script enters the Simple Recognition step, it is reset to the

first prompt in its list.

When used over an ASR channel, the Simple Recognition step provides voice-enabled word and digit

menus. When used over a CMT channel, the step ignores DTMF digits specified in the grammar.

For example, a prompt may say “Please select from ‘Stocks,

’ ‘Sports,’ and ‘Music,’ or press or say ‘star’

to speak with a representative.” In this case, the script can recognize the spoken words “stocks,” “sports,”

“music,” and “star,” and can also recognize the DTMF key “*”.

Note For optimal ASR functionality, use VoiceXML interpretation provided by the Voice Browser step.

The Simple Recognition step is similar to the Menu step, with an additional capability that allows the

scrip

t designer to utilize caller-defined grammar for matching caller input.

The Simple Recognition step uses a configurable grammar variable that stores the words or digits that

the s

cript can recognize. (See Grammar Steps for information on creating grammar variables.)

Note Tags for grammars are case-sensitive.

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Note When you use the Simple Recognition step with ASR, the number of output points defined in the step is

subject to the license agreement of the ASR ports purchased. If you purchased a limited-use ASR license

for the ASR ports, you can use no more than 40 output points in the Simple Recognition step. If you

require more then 40 different choices, you must purchase a full-use ASR license.

The customizer window of the Simple Recognition step contains three tabs:

• General tab (Simple Recognition step)

• Prompt tab (Simple Recognition step)

• Input tab (Simple Recognition step)

• Filter tab (Simple Recognition step)

The following sections describe these tabs.

General tab (Simple Recognition step)

Use the General tab of the Simple Recognition customizer window to set the contact, grammar, output

points and tags, and the interruptible option.

Figure 2-106 Simple Recognition Customizer Window—General Tab

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Table 2-90 describes the properties of the General tab of the Simple Recognition customizer window.

Ta b l e 2-90 Simple Recognition Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless ano

ther contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

Prompt tab (Simple Recognition step)

Use the Prompt tab of the Simple Recognition step to specify the prompt to be played back.

Figure 2-107 Simple Recognition Customizer Window—Prompt Tab

Table 2-91 describes the properties of the Prompt tab of the Simple Recognition customizer window.

Ta b l e 2-91 Simple Recognition Properties—Prompt Tab

Properties / Buttons Description

Prompt Variable or expression indicating prom

pt to be played back to caller.

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Input tab (Simple Recognition step)

Use the Input tab of the Simple Recognition step to set the timeout setting, maximum number of retries,

and the Flush Input Buffer option.

Figure 2-108 Simple Recognition Customizer Window—Input Tab

Barge In Radio button.

Ye s —Th

e caller can interrupt the prompt.

No—Th

e prompt must complete playback before the caller can respond.

Continue on Prompt Errors Radio button.

Ye s —Th

e step continues with the next prompt in the list if a prompt error

occurs, or, if this prompt was the last in the list, the step waits for input

from the caller.

No—An e

xception results, which can then be handled in the script.

Table 2-91 Simple Recognition Properties—Prompt Tab (continued)

Properties / Buttons Description

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Table 2-92 describes the properties of the Input tab of the Simple Recognition customizer window.

Ta b l e 2-92 Simple Recognition Properties—Input Tab

Properties / Buttons Description

Timeout Variable or expression indicating the amount of time in seconds that the

system w

aits for input from the caller.

Maximum Retries Variable indicating the number of times

a new entry can be entered after

a timeout or invalid key.

After the maximum number of retries is reached, the step continues on the

imeout or Unsuccessful output branch, depending on whether the last

try timed out or an invalid key was entered. On retry due to an invalid key,

a system prompt plays if none is specified.

A “0” value means that no retry

is allowed; in this case, the script must

handle the retry scenario.

Flush Input Buffer Radio button.

Ye s —The

system erases previously entered input before capturing caller

input.

No—Th

e system does not erase previously entered input before capturing

caller input.

Filter tab (Simple Recognition step)

Use the Filter tab of the Simple Recognition step to set the timeout setting, maximum number of retries,

and the Flush Input Buffer option.

Figure 2-109 Simple Recognition Customizer Window—Filter Tab

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Table 2-93 describes the properties of the Filter tab of the Simple Recognition customizer window.

Ta b l e 2-93 Simple Recognition Properties—Filter Tab

Properties / Buttons Description

Grammar Variable or expression indicating the grammar to be used in the Simple

Recogn

ition step.

Options (Tags and

nnections)

List of options in the menu offered to the caller. Tags are mapped to

output connections to determine execution of branching output paths.

Add / Modify

(buttons)

Use these buttons to access the Add o

r Modify Option dialog box. Use

the dialog to specify the following:

• Output Connection—A name for the option.

• Tag—Value mapped to the Output Connection that determines

branching.

Note Tag values entered must correspond to the tag values defined in

the grammar

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Voice Browser Step

Use the Voice Browser step to allow callers to access and interpret VoiceXML-enabled web pages.

Note The Voice Browser step supports:

DTMF—for all Cisco Unified CCX packages.

That is, it accepts pre-recorded .wav files and input from a touch-tone phone.

Only DTMF —for the Cisco Unified CCX Standard, a

nd the Cisco Unified CCX Enhanced packages.

DTMF, MRCP ASR, and MRCP TTS —for the Cisco Un

ifiedIP IVR or the Cisco Unified CCX Premium

packages, only.

The customizer window of the Voice Browser step contains three tabs:

• General tab (Voice Browser step)

• <exit> Attributes tab (Voice Browser step)

• Prompt tab (Voice Browser step)

The following sections describe these tabs.

Note The Voice Browser step works with either an ASR channel or a CMT channel. If you invoke it with a

contact not associated with one of these channels, a ChannelUnsupportedException error results.

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General tab (Voice Browser step)

Use the General tab of the Voice Browser workflow editor step to select a Document variable that

contains the name of what to open. This document variable points the browser toward the specific URL

from which you can invoke the Voice Browser and run it.

Note You need to create the Document variable first using the Create URL Document step before you can

specify the variable name in the Voice Browser step.

Figure 2-110 Voice Browser Customizer Window—General Tab

Table 2-94 describes the properties of the General tab of the Voice Browser customizer window.

Ta b l e 2-94 Voice Browser Properties—General Tab

Properties / Buttons Description

Contact Variable indicating the contact that triggers the execution of the step.

Default is the Triggering Contact, unless ano

ther contact is specified.

Interruptible Radio button.

Ye s —An

external event (such as an agent becoming available or a caller

hanging up) can interrupt the step.

No—

The step must complete before any other process can execute.

VXML Document Variable or expression indicating the URL that points to the

oiceXML-enabled web pages. In addition to the URL, request string

parameters are put into the URL document and passed through the

Document object.

Note If the VoiceXML application uses a grammar file with more than

one rule, be aware that the Voice Browser starts recognition using

the last rule in the file. Remember to take this into consideration

when designing your VoiceXML script.

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<exit> Attributes tab (Voice Browser step)

Use the <exit> Attributes tab of the Voice Browser step to return parameter information to the script.

These parameters correspond t

o the exit parameters in the VXML script. Inside VoiceXML scripts are

elements you can specify as exit parameters that are handled by the <exit> Attributes tab in the Cisco

Unified CCX script editor. You must specify (add) these attributes in the Voice Browser <exit>

Attributes tab if you want to use the corresponding VoiceXML script Exit parameters in a Cisco Unified

CCX script.

Figure 2-111 Voice Browser Customizer Window—<exit> Attributes Tab

Table 2-95 describes the properties of the <exit> Attributes tab of the Voice Browser customizer window.

Ta b l e 2-95 Voice Browser Properties—<exit> Attributes Tab

Properties / Buttons Description

<expr> The variable that stores the expression of the parameter.

<namelist> Variables

ames and Script

Vari a bl e s )

The names of the parameters with their corresponding script variables.

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Prompt tab (Voice Browser step)

Use the Prompt tab of the Voice Browser step to enable or disable the continue on prompt errors option.

Figure 2-112 Voice Browser Customizer Window—Prompt Tab

Table 2-96 describes the properties of the Prompt tab of the Voice Browser customizer window.

Ta b l e 2-96 Voice Browser Properties—Prompt Tab

Properties / Buttons Description

Continue on Prompt Errors This property is disabled for the Voice Browser step.

Note A similar functionality is available through the VoiceXML

application.

Add / Modify

(buttons)

Use these buttons to access the Add or M

odify <namelist> Variable

dialog box. Use the dialog to specify the following:

• Name—The name of the parameter.

• Script Variable—The variable that stores the parameter value in the

script.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove parameter information, highlight a value in the list and click

lete.

Table 2-95 Voice Browser Properties—<exit> Attributes Tab

Properties / Buttons Description

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Generic Recognition Step

This section contains the following topics:

• About the Generic Recogntion Steps

• How the Generic Recognition Set of Steps Work

• The Customizer Window of the Generic Recognition Step

For an example script showing how the generic recognition steps work, see the Cisco Unified Contact

Center Express Scripting and Development Series, Volume 1: Getting Started with Scripts.

About the Generic Recogntion Steps

The Generic Recognition step is used when something more complex than a selection menu is needed in

a speech dialog. The Generic Recognition step allows the application designer to use an arbitrarily

complex Speech Recognition Grammar. These grammars can be used to build mixed initiative dialogs.

They can be ambiguous. They can assign meaning to the results returned using semantic interpretation.

They can allow multiple results to be returned.

The result returned by a recognition using this step is stored in an opaque data object that is associated

with a name that is assigned in this step. The information in this result object can be extracted using two

other steps:

Get Recognition Result Info Step and Get Recognition Interpretation Step. These two steps

along with the Generic Recognition Step are designed to work together. The way the result data is stored

and how it is extracted is explained below.

How the Generic Recognition Set of Steps Work

The Generic Recognition set of steps gives the script writer access to more control over speech

recognition capability than the Simple Recognition step.

The input part of the Generic Recognition step uses a general purpose grammar: The Generic

Recognition step performs recognition based on the rules of the grammar specified in the step.

1. The Generic Recognition step uses the grammar to recognize the utterance provided by a user. It

puts the result of this recognition into a result collection. The step assigns a name to the result

collection. This name is used by the other steps to access this result collection.

2. The Get Recognition Interpretation step is used to select a specific result from the result collection.

3. The Get Recognition Interpretation step is used to select a specific interpretation within a specific

result. The selected interpretation may have one or more slots as specified in the grammar. These

slots contain information associated with this particular interpretation that give meaning to the

recognition. For instance, if the recognized string was the name of a person from a company

directory, there may be a slot in the interpretation called "extension" that contains the actual

extension for that person. Another slot might contain the name of that person.

Slots are optional. Not all interpretations in the same result have to have the same slots (Although

it is best to design the grammar so that slots are returned in a consistent manner).

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Figure 2-113 General Structure of the Result Collection

The Result Collection returned by the Generic Recognition Step can contain one or more Result. Each

result differs from the other results in that their utterance and confidence level will not be the same. This

will typically happen when two or more phrases in the grammar sound very similar but are in fact

different words.

This could happen, for example, if the grammar cont

ained separate recognition phrases of, say, "fog",

"dog" and "frog".

If the speaker says "fo

g," the recognizer may actually also match the other two phrases as well. The

difference is that the confidence level for the others will be lower than the confidence level for "fog".

The confidence level for "fog" will probably be above 90 because it is a very close match to the word

"fog" in the grammar. Note that "fog" will be the utterance for this result.

The result for "fr

og" may have a confidence level somewhere around 50 or 60. This is not a good match,

but it will probably exceed the normal confidence threshold.

Finally the result for "do

g" will probably have a confidence level much less than 50. It may not actually

be returned in the result collection at all because the default confidence threshold is usually around 50.

Within each result there may be one or more interpretati

ons. Multiple interpretations are possible when

an ambiguous grammar is used. An ambiguous grammar is one where there is more than one path

through the grammar for the same utterance. This is not necessarily a bad thing.

Consider a company directory. There mi

ght be several people in the directory with the same name (say,

"John Smith"). For proper recognition, each of these people must have its own place in the recognition

grammar. Because there is more than one way to recognize "John Smith" in this grammar, we say that is

"ambiguous".

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Therefore, when a speaker says "John Smith", there will be multiple interpretations returned within the

result for "John Smith". Since they will all have the same confidence level and utterance, they are in the

same result.

Of course, in order to take advantage of multiple interpretations, there must be a way to disambiguate

them. This can be done using slots. For instance, each user in the directory will typically have a unique

user Id. This user id can be returned in a slot. The slot can be called "userId". Additional information for

a user can be returned in other slots. For instance there could be a slot for the user's extension number.

There may be another one to return the user's E-mail address.

This information could be used to, say, generate a disambiguation prompt so that the caller can choose

which user they really want to call.

These steps are also designed to iterate through each result in the result collection and through each

interpretation in each result. This is enabled by the fact that the Generic Recognition Step returns the

number of results in the result collection. The Generic Recognition Result Info step in turn returns the

number of interpretations within a selected result.

This information can be used along with the Go To step and the Conditional step to walk through all the

interpretations in all the results.

Note There is no way to "introspect" the set of slots returned in an interpretation. The script must be designed

along with the grammar so that it knows what slots are going to be filled in by the grammar for each

interpretation.

The Customizer Window of the Generic Recognition Step

The customizer window of the Generic Recognition step contains four tabs:

• General tab (Generic Recognition step)

• Prompt tab (Generic Recognition step)

• Input tab (Generic Recognition step)

• Filter tab (Generic Recognition step)

General tab (Generic Recognition step)

Use the General tab of the Generic Recognition step to set the contact, the interruptible option, and the

recognition result information.

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Figure 2-114 Generic Recognition Customizer Window—General Tab

Table 2-97 describes the properties of the General tab of the Generic Recognition customizer window.

Ta b l e 2-97 Generic Recognition Properties—General Tab

Field name Type Description

Contact

Contact The contact that is used by the step. The default contact is the

Triggering Contact, unless another contact is specified.

Interruptible

Boolean Yes-An external event (such as an agent becoming available or a

caller hanging up) can interrupt this step. No-The step must

complete before any other process can execute.

Result name

String literal A user-specified name that identifies the recognition result. A

temporary private variable is created for the duration of the call to

hold the recognition result. The same result name is used in the

"Get Recognition Result Info" and "Get Recognition

Interpretation" steps to access the recognition data.

Result count

Integer The number of results in the recognition result is returned in the

variable specified in this field. This is optional because a user may

only wish to determine if recognition was successful or not.

Prompt tab (Generic Recognition step)

Use the Prompt tab of the Generic Recognition step to configure the prompt for this step.

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Figure 2-115 Generic Recognition Customizer Window—Prompt Tab

Table 2-98 describes the properties of the Prompt tab of the Generic Recognition customizer window.

Ta b l e 2-98 Generic Recognition Properties—Prompt Tab

Properties Description

Prompt Variable or expression indicating the prompt to be played.

Barge In Yes—The caller can interrupt the prompt.

No—The prompt must complete playback before the caller can

espond.

Continue on Prompt Errors Yes—The step continues with the next prompt in the list if a prompt

err

or occurs, or, if this prompt was the last in the list, the step waits for

input from the caller.

No—An exception results, which can th

en be handled in the script.

Input tab (Generic Recognition step)

Use the Input tab of the Generic Recognition step to control how long it waits for input.

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Figure 2-116 Generic Recognition Customizer Window—Input Tab

Table 2-99 describes the properties of the Input tab of the Generic Recognition customizer window.

Ta b l e 2-99 Generic Recognition Properties—Input Tab

Properties Description

Initial Timeout Amount of time that the step waits for a response before timing out. Enter

delay t

ime in seconds or enter an expression.

Maximum Retries Number of times a new entry can be entered after a timeout or invalid key.

Flush Input Buffer Yes—The system erases previously ent

ered DTMF input before capturing

caller input.

No—The system does not erase previously entered input before capturing

cal

ler input.

Filter tab (Generic Recognition step)

Use the Filter tab of the Generic Recognition step to specify the recognition grammar and to control what

recognition results are returned.

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Figure 2-117 Generic Recognition Customizer Window—Filter Tab

Table 2-100 describes the properties of the Filter tab of the Generic Recognition customizer window.

Ta b l e 2-100 Generic Recognition Properties—Filter Tab

Field name Type Description

Grammar Grammar Identifies the grammar that should be used for this recognition. Enter a

ammar expression. It should resolve to an SRGS grammar or SRGS

grammar file.

Max results Integer Specifies the maximum number of results that can be returned by this step.

For example, if the recognition process generates 5 results and this value

is set t

o 3, only the best 3 results will be returned.

Confidence

Threshold

Integer Specifies the minimum confidence level for acceptable results. All results

retu

rned will have a threshold greater than or equal to this value.

The allowable range is from 0-100. To use the platform default confidence

reshold, simply specify an empty field.

Get Recognition Result Info Step

Use the Get Recognition Result Info step to:

• Extract the Results from the recognition performed in the Generic Recognition step. There may be

more than one result. The Result Index is used to select the desired result. The range is 0 (zero) to

one less than the number of results. Each result will contain one or more interpretations.

• Extract the number of interpretations for a result.

• Extract the confidence level for each result.

• Extract the string which represents the actual utterance that was recognized for each result.

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Figure 2-118 Get Recognition Result Info Customizer Window—General Tab

Table 2-101 describes the properties of the General tab of the Get Recognition Result Info customizer

window.

Ta b l e 2-101 Get Recognition Result Info Customizer Window—General Tab

Field name Type Description

Result Name String literal A name that identifies the recognition result collection from which to

acce

ss result information. This is the same name that was specified in

the Generic Recognition step.

Result Index Integer A number that selects which result to access from the collection of

sult objects returned by the Generic Recognition step. This value

should be less than the Result count value returned in the Generic

Recognition step

Attributes This table is used to specify variable

s to which to extract the desired

values of the selected result.

Integer The number of Interpretations: This will receive the total number of

terpretations in the selected result.

Integer The Confidence Level: This will receiv

e the actual confidence level of

the selected result.

String The Utterance: This receives the actual spoken text of the selected

esult.

Get Recognition Interpretation Step

Use the Get Recognition Interpretation step to extract the Interpretation from a specific result. This is

done by using the Result and Interpretation indices to select the appropriate Interpretation from the

recognition result.

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Figure 2-119 Get Recognition Interpretation Customizer Window—General Tab

Table 2-102 describes the properties of the General tab of the Get Recognition Interpretation step

customizer window.

Ta b l e 2-102 Properties—General Tab

Field name Type Description

Result Name String literal A Name that identifies the recognition result collection from which

o access result information. This is the same name that was

specified in the Generic Recognition step.

Result Index Integer A number that selects which result to a

ccess from the collection of

result objects returned by the Generic Recognition step. This value

should be less than the Result Count value returned in the Generic

Recognition step.

Interpretation

Inde

Integer A number that selects which interpretation within the selected result

to access. This value should be less than the Number of

Interpretations returned from the Get Recognition Result Info step.

Slots Slots/Variables Attributes specified in the grammar for interpretations. Each

inte

rpretation can have zero or more slots.

A slot is something into which you can put meaning. For example,

a U

serID, or an E-Mail address, or a phone number.

Each slot is associated wit

h a script string variable into which the

value of the slot is extracted.

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User Steps

The steps in the User palette of the Cisco Unified CCX Editor provide designers with a way to

authenticate, retrieve, and assign user attributes.

This section contains the following topics:

• Authenticate User Step

• Get User Step

• Get User Info Step

• Set User Info Step

Figure 2-120 shows the steps in the User palette as they appear in

the Palette pane of the Cisco Unified

CCX Editor.

Figure 2-120 User Palette Steps

Authenticate User Step

Use the Authenticate User step to authenticate user identification.

Note This step is required in a script before you can use the Upload Prompt, Upload Grammar, or Upload

Document step in that script. Only an authenticated user can upload a prompt, grammar, or document.

Figure 2-121 Authenticate User Customizer Window

You can, for example, use this step as part of a login (and logout) service that performs the necessary

administrative updates when users authenticate themselves at a phone.

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The Authenticate User step uses the information provided in the customizer (a user object representing

the user and corresponding password or Personal Identification Number (PIN) to authenticate a user by

comparing the information supplied with the information entered for this user in the Cisco Unified CCX

Administration web interface.

The Authenticate User step h

as two output branches:

• Success

• Fail

Table 2-103 describes the properties of the Auth

enticate User customizer window.

Ta b l e 2-103 Authenticate User Properties

Property Description

User Variable storing the user object.

Credential Format (radio

utton)

Credential Format—Check boxes indicates whether you are specifying a

password or PIN variable.

Note If using a PIN, the step attempts to authenticate using the PIN

entered in the user’s Cisco Unified CCX Administration web

interface instead of the alphanumeric password. If using a

Password, the application attempts to authenticate the user

against the user’s actual alphanumeric password.

Pin (field) A variable containing a user PIN.

Get User Step

Use the Get User step to create a variable based on a given user ID or agent extension.

Note To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route

point directory number.

Figure 2-122 Get User Customizer Window

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The output of the user variable can be passed into the Select Resource Step that is required for Agent

Based Routing or other steps that take a user variable as an input.

The Get User Step has tw

o output branches:

• Successful—If the step can uniquely identify a user, based on the user input, it returns through

Successful branch.

• Unsuccessful—If the step identifies more than one user or encounters any error, it goes through

Unsuccessful branch.

Table 2-104 describes the properties of the G

et User customizer window.

Ta b l e 2-104 Get User Properties

Properties / Buttons Description

Query Type Variable indicating the retrieval method. One of the following:

• User ID

• Agent Extension

Note If this field is set to Agent Extension, the User ID field is renamed

to Agent Extension.

User ID Variable or expression identifying the Us

er ID of a user or Agent

Extension of a Cisco Unified CCX user.

Output User Variable represents the User Exte

nsion returned by the system.

Get User Info Step

Use the Get User Info step to make user attributes available to the script.

Note To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route

point directory number.

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Figure 2-123 Get User Info Customizer Window

Table 2-105 describes the properties of the Get User Info customizer window.

Ta b l e 2-105 Get User Info Properties

Property Description

User The variable that identifies the user fo

r whom you want to get

information.

Attributes (Names and

ria b l es)

The attribute names with the associated variables for the user.

Note For complete details about the available Get User attributes, see

Table 2-106.

Set (button) To set a variable, select an Attribute name and click Set. C

hoose a

variable from the Select Variable drop-down list and then click OK; the

variable name appears in the Variable column next to the attribute you

selected.

Clear (button) To remove User information, highlight a value in the list and click Cl

ear.

Table 2-106 describes the attributes that can be retrieved by using the Get User Info step.

Ta b l e 2-106 Get User Info Attributes

Attribute Description

E-mail String representing the e-mail ID for this user.

The user ID field is currently returned.

Extension String representing the primary extension selected in the User pages of

the Cisco Un

ified CCX Administration web interface.

First Name String for the first name of the user.

Full Name String for the full name of the user as configured in the Cisco Unified

CCX Admin

istration web interface.

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Set User Info Step

Use the Set User Info step to assign values to user attributes.

Figure 2-124 Set User Info Customizer Window

Table 2-107 describes the properties of the Set User Info customizer window.

Ta b l e 2-107 Set User Info Properties

Property Description

User The user variable that identifies the user for which you want to set

inf

ormation.

Attributes (Names and

lue s )

The attribute names with the assigned values for the user.

Note The Set User Info step supports only the Spoken Name attribute,

for which the expected value must be a Document object that

represents a recorded prompt.

Set (button) To set a variable, select an Attribute name and click Set. C

hoose a

variable from the Select Variable drop-down list and then click OK; the

variable name appears in the Variable column next to the attribute you

selected.

Clear (button) To remove User information, highlight a value in the list and click Cl

ear.

Last Name String for the last name of the user.

Spoken Name Document object representing the recorde

d name of the user.

Identifier (User ID) The user ID of the user as configured in the Cisco Unified

mmunications Manager.

Table 2-106 Get User Info Attributes (continued)

Attribute Description

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Prompt Steps

The steps in the Prompt palette of the Cisco Unified CCX Editor provide script designers with a way to

create intelligent prompts.

This section contains the following topics:

• Create Conditional Prompt

• Create Container Prompt

• Create Generated Prompt

• Create Language Prompt

• Create TTS Prompt

• Upload Prompt Step

Figure 2-125 shows the steps in the Prompt palette as they appear in the Palette pane of the Cisco Unified

CCX Editor.

Note The Create TTS Prompt step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX

Premium license options.

Figure 2-125 Prompt Palette Steps

Create Conditional Prompt

Use the Create Conditional Prompt step to create a prompt based on the result of evaluating a specified

Boolean expression.

Note Optionally, you can use the Expression Language and specify a conditional prompt: <condition> ? <true

prompt> : <false prompt>

where <

condition> is a boolean expression, <true prompt> is a prompt expression to play out if the

boolean expression is true, and <false prompt> is a prompt expression to play out if the boolean

expression is false.

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Figure 2-126 Create Conditional Prompt Customizer Window

The prompts passed are evaluated immediately as prompt objects, but they are not resolved until the time

of playback. This means that if the values of any variables entered as part of the expression change

between the time this prompt was created and the time the prompt is played back, then the new value of

the variable is used to evaluate the conditional expression.

As an example, you can write a script that offers cal

lers the choice between pressing digits or speaking

a number. The conditional prompt provides prompts for both situations and lets the caller’s choice

determine which prompt the script plays in the given case.

Table 2-108 describes the properties of the Create Conditional Prompt customizer window.

Ta b l e 2-108 Create Conditional Prompt Properties

Property Description

Condition A Boolean variable—or a Boolean expression—indicating whether the

scr

ipt uses to decide which one of the two prompts to play back.

True Prompt Variable or expression indicating the prompt to be used if the expression

is T

rue.

False Prompt Variable or expression indicating the prompt to be used if the expression

is F

alse.

Output Prompt Variable that stores the prompt that re

sults from the Create Conditional

Prompt step.

Create Container Prompt

Use the Create Container Prompt step to combine multiple prompts into one larger prompt.

Note Optionally, you can use the Expression Language to specify container prompts.

where <p

rompt 1>, <prompt 2> and <prompt 3> are prompt expressions:

- <pr

ompt 1> + <prompt 2> + <prompt 3> would be a Concatenated prompt

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- <prompt 1> || <prompt 2> || <prompt 3> would be an Escalating prompt

- <pr

ompt 1> % <weight1> || <prompt 2> % <weight2> ||

<prompt 3> % <weight3> would be a Random prompt.

Figure 2-127 Create Container Prompt Customizer Window

You can create three types of container prompts:

• Concatenated Prompt—Contains a list of prompt phrases that are played back in a specific

sequence.

For example, for a prompt of “Your checking account balance is one hundred and sixty-eight

dolla

rs”, you can create a concatenated prompt that (1) begins with a user prompt “Your”; (2)

continues with a conditional prompt that specifies a condition such as <accountType == “check”>,

and plays “checking account” if the condition is True or “savings account” if the condition is False;

and (3) ends with the balance amount.

• Escalating Prompt—Provides an initial question prompt with a minimal amount of information at

first, and then adds additional prompt phrases if no response is given.

For example, for a prompt that provides the caller wi

th more information as needed, you can create

an escalating prompt that, when passed to a media step such as the Get Digit String step, begins by

playing the first concise prompt inside the escalating prompt, such as “What is your account

number?”

If the step fails to collect the account number due to the caller’s failure to provide it, a second prompt

plays, such as “Plea

se provide your account number by either pressing the account number using

your touch tone phone followed by the pound key, or simply speaking out the account number

digits.”

• Random Prompt—Plays back a series of promotional or informational messages in a random order

while a caller is waiting for an available agent.

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The Table 2-109 describes the properties of the Create Container Prompt customizer window.

Ta b l e 2-109 Create Container Prompt Properties

Properties / Buttons Description

Type Concatenated, Escalating, or Random prompt.

Prompts List of prompts to be combined into the container prompt

Note For Concatenated and Escalating prompts, use the Up and Down

buttons to determine the order of playback of the prompts in the

concatenated prompt. For Random prompts, use the Up and

Down buttons to make an individual prompt play more or less

often than other prompts.

Override Language

(op

tional)

Variable or expression indicating language in which the prompts are

played back.

Output Prompt Script variable that holds the combined prompt generated by the Create

ntainer Prompt step

Add / Modify

(buttons)

Use these buttons to access the Add Prompt dialog box. U

se the dialog to

specify the following:

• Prompt—Variable or expression containing the prompt.

• Weight—(Appears only when the prompt field is set to Random.)

Represent the priority of the prompt in the sequence.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (button) To remove the Prompt information, highlight a value in the list and click

lete.

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Create Generated Prompt

Use the Create Generated Prompt step to create prompt phrases from intermediate variables whose

values are dynamically determined based on run-time script information.

Figure 2-128 Create Generated Prompt Customizer Window

For example, you can create the prompt phrase of “account balance is one hundred and sixty-eight

dollars” by querying the database of account balances at a particular point in the script and using a

currency generator to generate the number.

Note The Create Generated Prompt step accepts only the 4-digit year format only. A 3-digit date format is not

accepted.

Note If the Generate Prompt step encounters an invalid time, it outputs 4:00 P.M. Specify a valid time between

0000 and 2400.

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Table 2-110 describes the properties of the Create Generated Prompt customizer window.

Ta b l e 2-110 Create Generated Prompt Properties

Property Description

Generator Type Variable indicating the type of information generated.

Note See Create Generated Prompt Step Generator Types, for

information about supported generator types.

Constructor Type Variable indicating the constructor type that corresponds to the generator

typ

Note When you choose the constructor type, the constructors

automatically appear in the Argument column of the Argument

list box.

Arguments (Names and

lue s )

Names and their values.

Override Language

(Op

tional)

Language in which the prompt is played back. Used only if the resulting

prompt is played in a different language than the one defined by the

contact in which that prompt is played back.

Output Prompt Variable indicating where the prompt object resulting from this step is

store

Set (button) To set a variable, select an Argument name and click Set. The V

ariable

dialog box appears. Select a variable or expression indicating variable

that holds the value for the argument and then click OK; the name or the

argument and its value appear in the Argument Information list box.

Note You must define all arguments listed with some value or define

them as null; you cannot leave them blank.

Create Generated Prompt Step Generator Types

The Create Generated Prompt step supports the following 12 generator types:

• Number

• Character

• Spelling

• Date

• Time

• Ordinal

• Currency

• Country

• Language

• Telephone Number

• Credit Card Number

• Credit Card Expiration Date

The following sections describe these supported generator types.

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Number

The Number generator type supports the following constructors:

• (Number number)

• (String number)

• (Number number, Number gender)

• (String number, Number gender)

• (Number number, Boolean play.full)

• (String number, Boolean play.full)

• (Number number, Boolean play.full, Number gender)

The three parameters are:

• Number—Any Number object (for example; Integer, Long, Float, Double, BigInteger, BigDecimal)

or String object defining the number to be played back.

• Gender—When the number must be played back in a specific gender context, this parameter

specifies the context. Valid values are 0 for neutral, 1 for male, and 2 for female.

Note If the language associated with the call does not behave differently based on gender, this

parameter is ignored.

• Play.full—Plays the number in full format if this optional Boolean argument is true or omitted. (For

example, “709” is played as “Seven Hundred and Nine”.) Otherwise, the number plays in brief

format. (For example, “709” is played as “Seven Oh Nine”.)

Note If the number is played in full format, the maximum number supported is +/-

999,999,999,999.

Character

The Character generator type supports the following constructors:

• (Character character)

• Character character, Boolean play_all)

The two parameters are:

• Character—The character object to be played back.

• Play_all—Optional Boolean flag indicating whether to play spaces, punctuation, and other special

characters normally instead of playing them as silence (ranging from 250ms to 500ms).

Spelling

The Spelling generator type supports the following constructors:

• (String string)

• (String string, Boolean punctuation)

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• (Object object)

• (Object object, Boolean punctuation)

The three parameters are:

• String—String object to be played back.

• Object—Object for which the string representation returned by the String.valueOf() method

should be spelled out.

• Punctuation—An optional Boolean flag indicating whether to play spaces, punctuations, and

special characters normally or as silences.

Note Punctuation default behavior in the Spelling generator is different from Play-all default

behavior in the Character generator.

Date

The Date generator type supports the following constructors:

• (Date date)

• (Date date, Boolean skip.current.year)

• (Number year)

• (Number year, Number month)

• (Number year, Number month, Boolean skip.current.year)

• (Number year, Number month, Number day)

• (Number year, Number month, Number day, Boolean skip.current.year)

The five parameters are:

• Date—Any Date object from which to extract the date to be played back.

• Skip.current.year—If set to true, the year does not play back if it is the same as the current year.

• Yea r —The year of the date to be played back. This year must be specified in full (for example,

2005).

Note Any number given is played, so it is the responsibility of the caller to ensure that the

specified year is valid.

• Month—The month of the date to be played back. Valid values range from 1 to 12, where 1

represents January and 12 represents December.

• Day—The day of the date to be played back. Valid values range from 1 to 31 and are validated at

run time based on the specified month and year.

Time

The Time generator type supports the following constructors:

• (Time)

• (Hours, Minutes)

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The three parameters are:

• Time—Any Date or Time object representing the time to be played back. Time can also be defined

as a Number object (Integer, Float, Long, and so forth) that specifies the time to be played, from 0

to 2359. (For example, a number such as 1234 is played as “12 34 PM.”) If the value specified is

greater than 2359, then Time is considered to be the number of milliseconds since the standard base

time known as “the epoch,” namely January 1, 1970, 00:00:00 GMT.

• Hours—Number object that specifies the hour to be played.

• Minutes—Number object that specifies the minutes to be played.

Ordinal

The Ordinal generator type supports the following constructors:

• (Number number)

• (String number)

• (Number number, Number gender)

• (String number, Number gender)

The two parameters are:

• Number—Any Number or String object defining the ordinal number to be played back. The

supported range is from 1 to 999999.

• Gender—When the ordinal number must be played back in a specific gender context, this parameter

specifies this context. Valid values are 0 for neutral, 1 for male, and 2 for female.

Note If the language associated with the call does not behave differently based on gender, then

this parameter is ignored.

Currency

The Currency generator type supports the following constructors:

• (Currency designator)

• (Number amount)

• (Number amount, Currency currency)

• (Number dollar, Number cent)

• (Number dollar, Number cent, Currency currency)

• (Number amount, Boolean colloquial)

• (Number amount, Boolean colloquial, Currency currency)

• (Number dollar, Number cent, Boolean colloquial, Currency currency)

The six parameters are:

• Designator—The designator of a currency to play back. (For example, “USD” is played back as

“U.S. Dollar”.)

• Amount—The currency amount to be played back in the system configured default currency or in

the specified currency.

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• Dollar—Number object representing the amount of currency unit to be played. Only the integer part

of the number is played. The fractional part, if any, is ignored.

• Cent—Number object representing the currency subdivision to be played. Only the integer part of

the number is played. The fractional part, if any, is ignored.

Note If the number specified exceeds the maximum value allowed for the subdivisions, the excess

is added properly to the number of currency unit. For example, specifying “5 dollars and

233” cents results in “7 dollars and 33 cents”.

• Colloquial—An optional Boolean flag, which specifies whether to use colloquial currencies’

representations (for example, “Dollars” instead of “US Dollars”). If omitted, the currency amount

is played in colloquial format.

Note This field does not apply for currency first denomination. For example 1 dollar is termed as

1 US Dollar or un dolar americano etc based on the language.

• Currency—The currency in which the amount should be played back. If not specified, the system

default configured currency is played back.

Country

The Country generator type supports only one constructor: (Language language). The parameter

“language” is a Language object from which to get the language to be played back. (For example, en_US

is played back as “United States English”.)

Language

The Language generator type supports only one constructor: (Language language). The parameter

“language” is a Language object from which to get the country to be played back. (For example, en_US

is played back as “United States English”.)

Telephone Number

The Telephone Number generator type supports only one constructor: (String number). The parameter

“number” is a String object specifying the telephone number to be played out as a sequence of digits.

The character is replaced with 250 ms of silence if the string contains any of the following characters: “

- ( ). Otherwise, the string is automatically formatted.

Automatic formatting of the string inserts 250 ms of silence between sections of digits. These sections

follow the following rule: “XXX-XXX-XXX-XXXX” unless there are exactly five digits in the string,

in which case the string is considered to be a single section of five digits.

An “x” character is played back as “Extension”. DTMF digits (“ABCD0123456789#*”) are played

back normally.

A string of the form “*xx” where x is a Dual Tone Multi-Frequency (DTMF) digit (“0123456789”)

is played back as “star xx” (for example,“*69” is played back as “star sixty-nine”).

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Credit Card Number

The Credit Card Number generator type supports only one constructor: (String number). The parameter

“number” is a String object specifying the credit card number to be played out as a sequence of digits.

If the specified credit card number includes “-”, then it is played as is, replacing the “-” character with

250 ms of silence; otherwise the number is automatically separated into sections of four digits and

played back with 250 ms of silence inserted between sections.

Credit Card Expiration Date

The Credit Card Expiration Date generator type supports the following constructors:

• (Number year, Number month, Number day)

• (Number year, Number month)

The parameters are identical to the following Generated Date constructors:

• If day is 0 or omitted—GeneratedDate (year, month, true)

• All other cases—GeneratedDate (year, month, day, true)

Create Language Prompt

Use the Create Language Prompt step to input a set of prompts corresponding to different languages.

You can use the Create Language Prompt step to adapt concatenating prompts to the sentence structures

of different languages.

For example, a normal grammar sequence for an English sentence is Subject + Verb + Object. For a

Japanese sentence, it is Subject + Object + Verb.

The selection of the prompt is based on the standard search for a matching language. For example,

assuming a language context of {L[fr_FR}, L[en_GB]}, the search returns the first prompt defined for

the following languages: L[fr_FR], L[fr], L[en_GB], L[en], and finally L[ ].

Table 2-111 describes the properties of the Create Language Prompt customizer window.

Ta b l e 2-111 Create Language Prompt Properties

Properties / Buttons Description

Options (Languages and

Prompts

Prompt expression names or prompt expressions and all the languages

that have been entered.

Output Prompt Script variable where the prompt that results from the Create Language

Prompt step is stored

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Create TTS Prompt

Use the Create Text-to-Speech (TTS) Prompt step to play back the text from a string or document

expression as speech, using one of the installed TTS servers.

Note The Create TTS Prompt step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX

Premium license options.

Figure 2-129 Create TTS Prompt Customizer Window

By default, the language of the TTS Prompt is determined by the language in which the prompt is going

to be played back. You have the option of overriding this default and specifying another language.

However, you should keep this field up to date with the language of the text passed in to ensure proper

interpretation of the text.

Note If the script cannot find the Override Language (or the language defined for the contact if Override

Language is undefined) from the initialized TTS server list, this TTS request will be denied.

Add / Modify

(buttons)

Use these buttons to access the Add Prompt dialog box. Use the dialog to

specify the following:

• Language—Variable or expression containing the language.

• Prompt—Variable or expression containing the value for the

prompt.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (button) To remove the Prompt information, highlight a value in the list and click

lete.

Table 2-111 Create Language Prompt Properties (continued)

Properties / Buttons Description

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Table 2-112 describes the properties of the TTS Prompt customizer window.

Ta b l e 2-112 Create TTS Prompt Properties

Properties / Buttons Description

Text Variable or expression indicating the location of the string or document

xpression to be played.

Voice Gender Variable indicating the gender of the simulated voice to be used for the

pro

mpt.

Voice gender can be male, female, or default, if supported by the TTS

pro

vider. If not supported, the system automatically falls back to a

supported voice gender.

Override Provider (optional) Variable or expression indicating a different TTS provider to

used where the prompt is played back instead of the provider defined

for the contact.

Override Language (optional) Variable or expression indicating a different language to be

used wh

ere the prompt is played back instead of the language defined for

the contact.

Note To ensure proper conversion, keep this field current with the

language of the text passed in.

Output Prompt Variable that stores the prompt that results from this step.

Upload Prompt Step

Use the Upload Prompt step to add a user prompt to the Prompt repository. Uploading a prompt makes

it accessible to all the Cisco Unified CCX servers in the cluster and allows it to be backed up with all

other repository data.

For example, you can upload a recorded announcement to the prompt repository that replaces a

“Message of D

ay” announcement.

Note The Upload Prompt step will not work unless the user specified in the step is an authenticated user. Use

the Authenticate User step before the Upload Prompt step to authenticate the user.

Warning

Although the prompt repository is meant to hold prompts used by scripts, do not use the Upload Prompt

functionality to store all types of prompts. There is no provision for a delete prompt operation from a

script. Also, the system will not behave properly if this step is over-utilized. This means that this step

has not been designed to be extensively used by all calls coming into the system. Rather, this step is

meant for updating prompts, like the "message-of-the-day" prompt, in the repository database from

time to time.

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Figure 2-130 Upload Prompt Customizer Window

Table 2-113 describes the properties of the Upload Prompt customizer window.

Ta b l e 2-113 Upload Prompt Properties

Property Description

Language Variable or expression indicating the prompt language you want to upload

to.

Name Variable or expression indicating the name of the prompt you want to

upl

oad. (This is relative to the language folder in the repository.)

Document Variable or expression containing the p

rompt to be uploaded to the

repository.

User The authenticated user generating and uploading prompt.

Overwrite

(radio buttons)

Select one of the following:

• Ye s —Select this option to overwrite the current data.

• No—Select this option to retain the current data.

Grammar Steps

The steps in the Grammar palette of the Cisco Unified CCX Editor provide script designers with a way

to specify a set of all possible spoken phrases and/or Dual Tone Multi-Frequency (DTMF) digits to be

recognized by Cisco Unified CCX Solutions and acted on during run time.

Note If you specify a Grammar tag with incorrect case in a Grammar step, the script goes to the Unsuccessful

branch when it reaches this step. The Validate function does not detect this case mismatch. Ensure the

proper case is used in every instance to avoid this issue.

This section contains the following topics:

• Create Language Grammar Step

• Create Menu Grammar Step

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• Upload Grammar Step

• Using Grammar Formats and Rules

Figure 2-131 shows the steps in the Grammar palette as the

y appear in the Palette pane of the Cisco

Unified CCX Editor.

Figure 2-131 Grammar Palette Steps

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Create Language Grammar Step

Use the Create Language Grammar step to select a set of grammars based on the language context of the

call.

Figure 2-132 Create Language Grammar Customizer Window

Grammar selection is based on the standard search for a matching language. For example, assuming a

language context of {L[fr_FR], L[en_GB]}, the search would return the first grammar defined for the

following languages:

• L[fr_FR]

• L[fr]

• L[en_GB]

• L[en]

• L[ ]

Table 2-114 describes the properties of the Create Language Grammar step.

Ta b l e 2-114 Create Language Grammar Properties

Properties / Buttons Description

Options (Languages and

Grammars)

Languages with their corresponding Grammar expressions.

This grammar can be the result of the Create Menu Grammar step or any

grammar e

xpression previously stored in a Grammar variable.

Output Grammar Variable storing the language grammar information.

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Create Menu Grammar Step

Use the Create Menu Grammar step to create spoken word and/or DTMF menus in which the user makes

a single choice from multiple options.

Figure 2-133 Create Menu Grammar Customizer Window

Add / Modify

(buttons)

Use these buttons to access the Add or Modify Option dialog box. Use

the dialog to specify the following:

• Language—Variable or expression that stores the language name for

the grammar.

Note If you select the Expression button in the Add Option dialog box,

the Define Language dialog box appears. Either select the desired

language from the Language display list, or enter the name of the

desired language in the User Defined text field.(Click OK to

close the dialog.)

• Grammar—Variable that stores the grammar information for the

language

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove a language supported for the grammar, highlight a value in the

ist and click Delete.

Table 2-114 Create Language Grammar Properties (continued)

Properties / Buttons Description

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Each step holds the equivalent phrases or digits for the menu in corresponding languages. For each

Create Menu Grammar step you create, you must assign a script variable of type grammar as the output

variable.

By default, the actual language in which any grammar is pl

ayed is determined by the language associated

with the contact. When you define multiple grammars to be available, the script chooses a single

grammar based on the language of the contact.

Table 2-115 describes the properties of the C

reate Menu Grammar step.

Ta b l e 2-115 Create Menu Grammar Properties

Properties / Buttons Description

Options (Grammars and

gs)

Phrases and/or digits with their corresponding tags identifying the

grammars.

Output Grammar Variable that stores the menu grammar information.

Add / Modify

(buttons)

Use these buttons to access the Add o

r Modify Option dialog box. Use

the dialog to specify the following:

• Grammar—Variable or expression that stores the grammar

information.

• Tag—A tag name for the grammar.

Note Tags for grammars are case-sensitive.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove a phrase from the grammar, highlight a v

alue in the list and

click Delete.

Upload Grammar Step

Use the Upload Grammar step to add a user grammar to the repository database. Uploading a grammar

makes it accessible to all the Cisco Unified CCX servers in the cluster and allows it to be backed up

with all other repository data.

Note The Upload Grammar step will not work unless the user specified in the step is an authenticated user.

Use the Authenticate User step before the Upload Grammar step to authenticate the user.

Warning

Although the repository database is meant to hold grammars used by scripts, do not use the Upload

Grammar functionality to store all types of grammars. There is no provision for a delete grammar

operation from a script. Also, the system will not behave properly if this step is over-utilized. This

means that this step has not been designed to be extensively used by all calls coming into the system.

Rather, this step is meant for updating grammars in the repository database from time to time.

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Figure 2-134 Upload Grammar Customizer Window

Table 2-116 describes the properties of the Upload Grammar customizer window.

Ta b l e 2-116 Upload Grammar Properties

Properties / Buttons Description

Language Variable or expression indicating the language you want to upload to.

Name Variable or expression indicating the name of the grammar you want to

upl

oad. (This is relative to the language folder in the repository.)

Document Variable or expression containing the g

rammar to be uploaded to the

repository.

User The authenticated user generatin

g and uploading the grammar.

Overwrite

(radio buttons)

Select one of the following:

• Ye s —Select this option to overwrite the current data.

• No—Select this option to retain the current data.

Using Grammar Formats and Rules

The following sections describe the following:

• Using the SRGS Grammar Format

• Using GSL File Grammar Format (Deprecated)

• Using the Digit File Grammar Format

Using the SRGS Grammar Format

SRGS (Speech Recognition Grammar Specification) is a W3C standard. The following URL links to the

current version of that standard: http://www.w3.org/TR/speech-grammar/.

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Note The following are two example SRGS grammars. Each goes in a separate file. That is because an SRGS

grammar can be either Voice mode or DTMF mode, but not both. Since voice is the default mode, it is

does not need to be specified explicitly. Note, however, that it is possible to have both of these grammars

active at the same time during recognition with a compound grammar. For further information on this

topic, see “Compound Grammar” in the Cisco Unified Contact Center Express Scripting and

Development Series: Volume 1, Getting Started with Scripts.

Figure 2-135 Two Example SRGS Grammars

<?xml version="1.0" encoding="ISO-8859-1"?>

<grammar xml:lang="en-US" version="1.0"

xmlns="http://www.w3.org/2001/06/grammar"

root="main">

<one-of>

<item>

</item>

<item>

joy

</item>

</one-of>

</rule>

</grammar>

<?xml version="1.0" encoding="ISO-8859-1"?>

<grammar xml:lang="en-US" version="1.0"

xmlns="http://www.w3.org/2001/06/grammar"

root="main"

mode="dtmf">

<one-of>

<item>

</item>

<item>

</item>

</one-of>

</rule>

</grammar>

Nuance does not follow the W3C SRGS specification exactly. The SRGS specification allows vendor

specific tag formats and Nuance uses their own specific tag formats. Nuance also requires a slightly

different placement of the <tag> element. The following is a copy of the preceding two grammars for

use with Nuance:

Figure 2-136 Two Example SRGS Grammars from Nuance

<?xml version="1.0" encoding="ISO-8859-1"?>

<grammar xml:lang="en-US" version="1.0"

xmlns="http://www.w3.org/2001/06/grammar"

tag-format="nuance"

root="main">

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<one-of>

<item>

</item>

<item>

joy

</item>

</one-of>

</rule>

</grammar>

<?xml version="1.0" encoding="ISO-8859-1"?>

<grammar xml:lang="en-US" version="1.0"

xmlns="http://www.w3.org/2001/06/grammar"

tag-format="nuance"

root="main"

mode="dtmf">

<one-of>

<item>

</item>

<item>

</item>

</one-of>

</rule>

</grammar>

Note By specifying tag-format in the SRGS header, Nuance programmers are able to use their Nuance

proprietary syntax for representing semantic interpretation in the <tag> element. Note also that this

Nuance syntax requires the use of CDATA to enclose the text in the <tag> element because the syntax

uses syntactic elements that are also used by XML (that is < > ). CDATA tells the XML parser to ignore

these syntactic elements until it sees the end of the CDATA enclosure ( ]]> ). This is described in the

Extensible Markup Language (XML) specification at the following URL:

http://www.w3.org/TR/REC-xml/. In particular, see the section:

http://www.w3.org/TR/REC-xml/#sec-cdata-sect.

Using GSL File Grammar Format (Deprecated)

The Cisco Unified CCX Engine uses a language called Nuance Grammar Specification Language

(GSL).

Table 2-117 describes sample expressions you can use to specify grammars in GSL.

Ta b l e 2-117 Grammar Expressions

Expression Description

[ ] Only one of the words in the list must match.

( ) All words in the list must match.

? The following word or phrase is optional.

{ } Slot value pair

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The following are examples of GSL language statements:

• Digits [one two three four five six seven eight nine zero]

• HowMany [I [want need] Digits [pencil pencils]]

In this example, the caller can say “I want” or “I need”, followed by a number from zero to nine,

and then either “pencil” or “pencils”.

Using the Digit File Grammar Format

The Digit File Grammar Format (“.digit”) is based on a Java Properties File, in which keys are defined

as “dtmf-x”, where “x” is from the set “0123456789*#ABCD” or one of “star” or “pound”, where values

are the corresponding tag to be returned when a key is pressed or recognized.

You can also use an optional entry defined as “word=true” to specify that the word representation of each

DTMF digit should be automatically included during a recognition.

For example:

word=true

dtmf-star=bye

dtmf-4=4

Document Steps

The steps in the Document palette of the Cisco Unified CCX Editor provide script designers with a way

to handle various kinds of documents.

This section contains the following topics:

• Document Step Types

• Cache Document Step

• Create File Document Step

• Create URL Document Step

• Create XML Document Step

• Get XML Document Data Step

• Keyword Transform Document Step

• Write Document Step

• XSL Transform Document Step

• Upload Document Step

• Make REST Call

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The figure that follows shows the steps in the Document palette as they appear in the Palette pane of the

Cisco Unified CCX Editor.

Figure 2-137 Document Palette Steps

Document Step Types

The Document palette provides three types of Document steps, which are usually used in the following

order: source, transformation, and output steps.

• Source steps—Used to define a document object using different parameters, such as a URL or a file

name. Three Document steps are Source steps:

–

Create File Document

–

Create URL Document

–

XSL Transform Document

Source steps define the parameters for a document v

ariable but do not read data at the time they

execute. You can use the Cache step to cause the system to obtain and store the document defined

by a Source step. Otherwise, the document is read when passed to a transformation or output step.

Note Other source steps used for documents are DB Get (a Database step), Recording (a Media

step), Get User Info (a User step), and Get Session Info when retrieving document objects

stored in the session (a Session step). For information on these steps, see the appropriate

chapters in this guide.

• Transformation steps—Used to process an input document and store the results in an output

document. The output document can use the same variable as the input document. Three Document

steps are Transformation steps:

–

Create XML Document

–

Cache Document

–

Keyword Transform Document

• Output steps—Used to direct a document to an output destination, such as a URL or file system. Two

Document steps are Output steps:

–

Write Document

–

Get XML Document Data

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Note Other steps can act as output steps for documents. You can use any Media or Prompt step to

accept a document as input representing a prompt to be played back. You can use the Set

User Info step (a User step) to upload a document as the spoken name for the user. You can

use the Attach To eMail step (an eMail step) to attach a document to an e-mail message. You

can use the DB Write step (a Database step) to upload a document to a database. You can

use the Send Response step (an Http Contact step) to send a document as a response to an

HTTP request. You can use the Set Session Info step (a Session step) to store a document in

the session context.

Cache Document Step

Use the Cache Document step to perform an input/output (I/O) operation (such as reading a file or

making an HTTP request) and cache the resulting document in the memory buffer.

Figure 2-138 Cache Document Customizer Window

Note Because the Cache Document step can use a great deal of memory, you should use it with caution.

The I/O operation is specified by th

e document defined in a preceding step (such as Create File

Document or Create URL Document) or by a document expression that contains a hard-coded document.

When the Create File Document or Create URL Document step executes, it creates the document

variable but does not send the URL request or access the file system.

The actual I/O operation occurs w

hen another step (such as Send Response or Write Document)

references the document. The Cache Document step allows you to complete the I/O operation before

executing any subsequent steps.

Example 2-2 shows script pseudocode demonstrating how you can use the Cache Document step.

Example 2-2 Using the Cache Document Step

doc=Create URL Document(“http://mybank.money.com/debit?amount=500”)

doc=Cache Document(doc)

. . .

SendResponse(doc)

In Example 2-2, the Cache step makes the HTTP request to mybank.money.com. Without the Cache

step, the I/O does not occur until the Send R

esponse step executes.

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Table 2-118 describes the properties of the Cache Document customizer window.

Ta b l e 2-118 Cache Document Properties

Property Description

Document The document you want to obtain and cache from the Document variable

dro

p-down list.

Max Buffer Size (KB) The maximum buffer size that you want to use.

Assign this value carefully because the b

uffer size you assign may affect

system performance. The Maximum Buffer Size can be set to 0 to request

everything to be cached in memory. If the document is bigger than the

specified size, it will be truncated.

To use the Cache Document customizer window to cache a document

in the memory buffer, perform the

following procedure:

Procedure

Step 1 From the Document drop-down menu, choose the variable that stores the document value.

Step 2 In the Maximum Buffer Size (KB) field, enter a value directly or take one of the following actions:

• From the Maximum Buffer Size (KB) drop-down menu, choose the variable that stores the

maximum buffer size value.

• Click the Expression Editor (...) button and enter an expression that specifies the maximum buffer

size value.

Step 3 Click OK.

The Cache Document customizer window closes, and the

maximum buffer size variable appears next to

the Cache Document step icon in the Design pane of the Cisco Unified CCX Editor.

Create File Document Step

Use the Create File Document step to define a document variable by referencing the file name you

supply.

Figure 2-139 Create File Document Customizer Window

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The Create File Document step does not read the file. The script reads the file when the document

variable is used by another step, such as the Write Document step or the Create XML Document step.

Note The Create File Document step (a Document step) is exactly equivalent in functionality to using the

FILE[filename] expression form for a Document.

Table 2-119 describes the properties of the Create File Document customizer window.

Ta b l e 2-119 Create File Document Properties

Property Description

Filename Path and file name for the document

Document Document variable that represents the spec

ified document

To use the Create File Document customizer windo

w to define a document variable, perform the

following procedure.

Procedure

Step 1 In the Filename field, enter a value directly or take one of the following actions:

• From the Filename drop-down menu, choose the variable that stores the filename value.

• Click the Expression Editor (...) button and enter an expression that specifies the filename value.

Step 2 In the Document text field, enter the name of the document variable that stores the document value.

Step 3 Click OK.

The Create File Document customizer window closes.

Create URL Document Step

The Create URL Document step defines a document variable by referencing a URL you supply.

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Figure 2-140 Create URL Document Customizer Window

The Create URL Document step does not issue the HTTP request. The actual request occurs when the

document is used by another step, such as the Send Response step or the HTTP Forward step.

For a GET HTTP request, parameters are usually appe

nded to a URL in an HTTP request to provide data

required to execute the request. For example, the following HTTP request is made when the value of the

total parameter is set to 500:

http://mybank.money.com/debit?amount=500

For POST, the parameters are passed in the body of the HTTP request as if entered in an HTML form.

Table 2-120 describes the properties of the Create U

RL Document customizer window.

Ta b l e 2-120 Create URL Document Properties

Property Description

URL URL for the document.

Timeout Variable indicating the amount of time in milliseconds that the system

aits before time out.

Method Method to use if the URL represents an HTTP request.

• The GET method appends parameters to the URL. (This step is

equivalent to using the document expression form:

URL[url?name=value,name=value].)

• The POST method includes the parameters as if they were entered in

an HTML form.

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To use the Create URL Document customizer window to define a document variable, do the following

procedure:

Procedure

Step 1 In the URL field, enter a value directly or take one of the following actions:

• From the URL drop-down menu, choose the variable that stores the URL value.

• Click the Expression Editor (...) button and enter a relative or absolute URL.

Step 2 In the Timeout field, enter the time in milliseconds.

Step 3 In the Method field, click the Get radio button to append parameters to the URL, or click the Post radio

button to include parameters as if they were entered in an HTML form.

Step 4 To map a parameter to a local variable, click Add.

The Parameter dialog box appears.

Step 5 In the Name text field, enter the name of the parameter you want to define.

Step 6 From the Value drop-down menu, choose the variable that stores the parameter value.

Step 7 Click OK.

The Parameter dialog box closes, and the names of the parameter and v

ariable appear in the Name and

Value columns of the Create URL Document window.

Step 8 Repeat Steps 4 to 7 as needed to add parameters and variables as desired.

(If you want to modify an existing parameter, click Mod

ify. The Parameter dialog box appears again.

Follow the same procedure you used to add parameters.)

Step 9 Click OK.

The Create URL Document customiz

er window closes.

Parameters (Names and

Valu e s)

Name and value pairs that form a parameter string to send to the web

server.

The URL-encoded parameter string allows special characters.

Document Variable in which the resulting document object is stored.

Table 2-120 Create URL Document Properties

Property Description

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Create XML Document Step

Use the Create XML Document step to create a logical document that maps a document to another

document variable (where the document has already been pre-parsed as an XML document and is ready

to be accessed by the Get XML Document Data step).

Figure 2-141 Create XML Document Customizer Window

Use this step before the Get XML Document Data step to obtain data from a document formatted using

the Extensible Markup Language (XML).

Table 2-121 describes the properties of the Create X

ML Document customizer window.

Ta b l e 2-121 Create XML Document Properties

Property Description

Source Document Variable containing the source document from which you want to create

XML document.

Source ID (Optional) Source identifier (URL) to be used when parsing the

docu

ment.

If the document is a URL document, this field is not required; otherwise,

you

can supply it if known.

Document Document that contains the resulting XML document.

You can use the same variable that you used for the Source Document

ield if you do not need to use the original document again with

subsequent steps. The variable assigned to the Result Document is used

as the input to the Get XML Document Data step.

Note Note: When creating a non-English XML file, you must accurately set the character encoding. XML uses

Unicode (UTF-8) by default, but you can use other encoding methods. For example, many Western

European language text editors use ISO-8859-1 (latin-1) encoding by default. In this case, you must set

the encoding attribute of the XML declaration, as in the example below:

<?xml version="1.0" encoding="ISO-8859-1"?>"

To use the Create XML Document customizer window to map a document to another document variable,

do the following procedure:

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Procedure

Step 1 From the Source Document drop-down menu, choose the variable that stores the source document.

Step 2 In the Source ID (Optional) field, enter a value directly or take one of the following actions:

• From the Source ID (Optional) drop-down menu, choose the variable that stores the ID value of the

source document.

• Click the Expression Editor (...) button and enter an expression that specifies the ID value of the

source document.

Step 3 From the Result Document drop-down menu, choose the variable that stores the resulting XML

document.

Step 4 Click OK.

The Create XML Document customizer window closes, an

d the name of the source document, the Source

ID variable, and the result document appear next to the Create XML Document step icon in the Design

pane of the Cisco Unified CCX Editor.

Get XML Document Data Step

Use the Get XML Document Data step after the Create XML Document step to obtain data from a

document formatted with XML.

Figure 2-142 Get XML Document Data Customizer Window

Note You can use the Get XML Document Data step only on a document that was returned by the Create XML

Document step. If you attempt to use it on any other type of document, errors will occur.

Example 2-3 shows a few lines from a typical XML file, created with a text editor, which formats

dynamic stock price data.

Example 2-3 A Sample XML File

<?xml version="1.0" standalone="yes"?>

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<PCT_CHANGE>0.67114094</PCT_CHANGE>

<REC_STATUS>0</REC_STATUS>

</STOCK>

</STOCKLIST>

To extract data from an XML file, you must identify the exact XML path, as in Example 2-4:

Example 2-4 Typical XML Path

/descendant::STOCKLIST

/child::STOCK[attribute::symbol='CSCO']

/child::LAST

The XML path is composed of location steps separated by a forward slash (/). In the example above, the

XML path has three location steps. Each location step is composed of three parts:

• Axis—Relation to the context (for example, descendant or child).

• Node test—Field name (for example, STOCK).

• Predicates (optional)—Properties and values within a field (for example,

[attribute::symbol='CSCO']).

Note You must execute a separate Get XML Document Data step for each field in the XML file that you want

to use.

Table 2-122 describes the properties of the Get XML Document Data customizer window.

Ta b l e 2-122 GET XML Document Data Properties

Property Description

Document Document variable created as the Result Document in a pre

ceding Create

XML Document step.

XML Path XML path that defines a specific fiel

d or value in an XML document.

Result Data Document variable that contains the XML data.

To use the Get XML Document Data customizer window to specify a document variable that will contain

XML data, d

o the following procedure:

Procedure

Step 1 From the Document drop-down menu, choose the variable that stores the source document.

Step 2 In the XML Path field, enter a value directly or take one of the following actions:

• From the XML Path drop-down menu, choose the variable that stores the XML Path value of the

source document.

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• Click the Expression Editor (...) button and enter an expression that specifies the XML Path value

of the source document.

Step 3 From the Result Data drop-down menu, choose the variable that stores the resulting XML document.

Note Make sure that the Document variable you choose here matches the one you chose for the Result

Document in a preceding Create XML Document step.

Step 4 Click OK.

The Get XML Document Data customizer window closes,

and the names of the Result Data, Document,

and XML Path variables appear next to the Get XML Document Data step icon in the Design pane of the

Cisco Unified CCX Editor.

Keyword Transform Document Step

Use the Keyword Transform Document step to replace keywords in a predefined template with values

contained in local variables, in order to display dynamic data to users.

Figure 2-143 Keyword Transform Document Customizer Window

You map these keywords to variables. When the script runs, the current values of the local variables

replace the keywords.

You can load keyword definitions from a source document, or you can add each keyword manually.

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Table 2-123 describes the properties of the Keyword Transform Document customizer window.

Ta b l e 2-123 Keyword Transform Document Properties

Property Description

Keyword Template An Expression that identifies a source template document.

Keywords (Names and

lue s )

Names of keywords with the value mapped to each in the source

document.

Document Variable that stores the resulting document.

To use the Keyword Transform Document customizer window to map keywords to local variables, do

he following procedure:

Procedure

Step 1 From the Keyword Template drop-down menu, choose the variable that stores the source template

document or enter the expression.

Step 2 Take one of the following actions:

• To define a keyword manually, click Add.

The Add Keyword dialog box appears.

–

In the Name field, enter an alphanumeric string to uniquely identify the purpose of the keyword.

For example, if you are using a keyword to display the results of a database query, you might

fine a keyword named “QueryResult”.

–

In the Value drop-down menu, choose the variable you want to map to the keyword.

–

Click OK.

The Add Keyword dialog box closes, and the keyword template name and value appear in their

respecti

ve columns in the display list of the Keyword Transform Document customizer window.

–

Repeat this procedure as needed to map all keywords to local variables.

• To load keyword definitions from a file, click Import.

The Importing Keyword Template dialog box appears.

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–

In the Importing Keyword Template dialog box, browse to the file that contains the keywords

you want to import, and then click Open.

Keywords must be flagged by percentage signs in the source document (%keyword%).

The Importing Keyword Template dialog box closes, and any words in the document that are

closed by percentage signs are displayed in the Keyword column of the Keyword Transform

Document customizer window.

(If you want to map imported keywords to local variables, select the keyword in the list box, and click

Modify. The K

eyword Mapping dialog box appears again. Follow the same procedure you used to add

variables.)

Step 3 From the Document drop-down menu, choose the variable that stores the resulting document.

Step 4 Click OK.

The Keyword Transform Document customizer window closes, and the names of the Document and

urce Document appear next to the Keyword Transform Document step icon in the Design pane of the

Cisco Unified CCX Editor.

Upload Document Step

Use the Upload Document step to add a document to the repository database. Uploading a document

makes it accessible to all the Cisco Unified CCX servers in the cluster and allows it to be backed up

with all other repository data.

Note The Upload Document step will not work unless the user specified in the step is an authenticated user.

Use the Authenticate User step before the Upload Document step to authenticate the user.

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Warning

Although the repository database is meant to hold documents used by scripts, do not use the Upload

Document functionality to store all types of documents. There is no provision for a delete document

operation from a script. Also, the system will not behave properly if this step is over-utilized. This

means that this step has not been designed to be extensively used by all calls coming into the system.

Rather, the step is meant for updating documents in the repository database from time to time.

Figure 2-144 Upload Document Customizer Window

Table 2-124 describes the properties of the Upload Document customizer window.

Ta b l e 2-124 Upload Document Properties

Property Description

Language Variable or expression indicating the language you want to upload to.

Name Variable or expression indicating the name of the document you want to

upl

oad. (This is relative to the language folder in the repository.)

Document The variable or expression to be uploaded to the repository.

User The authenticated user generatin

g and uploading the document.

Overwrite

(radio buttons)

Select one of the following:

• Ye s —Select this option to overwrite the current data.

• No—Select this option to retain the current data.

Write Document Step

Use the Write Document step to write the document to disk on the Cisco Unified CCX server.

Note You can write to the Unified CCX customer folder only, which can be retrieved using the following

syntax:

System.getProperty(“uccx.customer.dir”)

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For more information on how to retrieve information from the customer folder using CLI commands,

refer t

o the Command Line Interface Reference Guide for Cisco Unified CCX and Cisco Unified IP IVR

available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1

846/products_installation_and_configuration_g

uides_list.html

Warning

Note that this customer folder is not backed up by Unified CCX. Also, the purging capability is not

supported for this folder.

Figure 2-145 Write Document Customizer Window

For example, you can save a recorded announcement to disk that replaces a “Message of Day” announcement

Table 2-125 describes the properties of the Write D

ocument customizer window.

Ta b l e 2-125 Write Document Properties

Property Description

Document Variable that stores the resulting document

Filename Name of the file that contains the information to be saved

To use the Write Document customizer windo

w to specify the filename and Document variable, do the

following procedure:

Procedure

Step 1 From the Document drop-down menu, choose the variable that stores the resulting document.

Step 2 In the Filename field, enter a value directly or take one of the following actions:

• From the Filename drop-down menu, choose the variable that stores the filename value.

• Click the Expression Editor (...) button and enter an expression that specifies the filename value.

Step 3 Click OK.

The Write Document customizer window closes, and the na

me of the Filename variable appears next to

the Write Document step icon in the Design pane of the Cisco Unified CCX Editor.

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XSL Transform Document Step

Use the XSL Transform Document step to apply eXtensible Style sheet Language (XSL) transformation

to produce an output document.

Figure 2-146 XSL Transform Document Customizer Window

XSL transformation is performed by an XSL

processor provided by the Cisco Unified CCX

Engine. The XSL processor performs the

ransformation using an XSL Style sheet, which contains formatting and other processing instructions.

When the XSL Transform Document step e

xecutes, it converts the specified variables into an internal

XML document. This internal XML document is passed to the XSL processor in conjunction with an

XSL Style sheet to form the resulting document.

Example 2-5 shows the structure of an in

ternal XML representation.

Example 2-5 Structure of Internal XML Representation

<?xml version="1.0" encoding="UTF-8"?>

<!DOCTYPE ExecutionState[

<!ELEMENT ExecutionState (scriptName, OutputContext)>

<!ELEMENT scriptName (#PCDATA)>

<!ELEMENT OutputContext ANY>

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Table 2-126 describes each element in the representation.

Ta b l e 2-126 Elements of XML Internal Representation

Element Function

ExecutionState Element Result after the script is executed.

ScriptName Element Name of the script being executed.

OutputContext Variables added to the Output Parameters box within the XSL Transform

ocument customizer.

Table 2-127 describes the properties of the XSL T

ransform Document customizer window.

Ta b l e 2-127 XSL Transform Document Properties

Property Description

XSL Style sheet Style sheet used to form the resul

t document.

Parameters (Names and

lue s )

Variables with their values that are passed to the XSL processor.

Document Variable that stores the document resulting from this step.

Add / Modify

(buttons)

Use these buttons to access the Add or Modify Parameter dialog box to

d or change parameters.

When done, click OK.

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete

(button)

To remove a parameter, highlight a value in the list and click De

lete.

To use the XSL Transform Document customizer window to apply XSL transformation to produce an

utput document, do the following procedure:

Procedure

Step 1 In the XSL Style sheet text field, enter the name of the XSL style sheet.

Step 2 To add a parameter to the Parameters list to pass to the XSL processor, click Add. Then add the

parameter in the Add Keyword dialog box. To modify a parameter, select that parameter and click

Modify. Modify the parameter in the Modify Keyword dialog box.

Step 3 From the Result Document drop-down menu, choose the variable that stores the resulting document.

Step 4 Click OK.

The XSL Transform Document customizer window closes, and the na

me of the XSL style sheet and the

result document appear next to the XSL Transform Document step icon in the Design pane of the Cisco

Unified CCX Editor.

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Make REST Call

Use the Make REST Call step to contact any of the REST Services exposed within Unified CCX or

outside Unified CCX such as Cisco Unified Intelligence Center, Cisco MediaSense, or any REST APIs.

Figure 2-147 Make REST Call

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Ta b l e 2-128 Make REST Call Properties

Property Description

URL Variable or an expression resolving to the REST URL.

Open the Expression Editor by clicking

and then form the REST

URL using the required variables (parameters).

Timeout (ms) Use this timeout value for both connection timeout and read timeout. If

500

0 milliseconds is specified as the timeout value, the step times out

when a connection is not established within five seconds. It also times out

when the connection is established but no response is obtained within five

seconds.

The default value is 5000 milliseconds.

User ID Enter the username for the REST Service a

uthentication or declare the

username as variable and associate that to User ID from the drop-down

list.

Password The password is shown in plain text.

Use a variable for the password and

expose it as a script parameter so that changing the password is easy if

required.

Content Type REST step accepts any valid content type

. The commonly used content

types are Application/XML and Application/JSON.

Method

• The GET method lists all the instance of the object or gets details of

the instances specified by instanceId.

• The POST method creates a new instance of the object.

• The PUT method modifies the instance specified by instanceId.

• The DELETE method deletes the instance specified by the

instanceId.

Parameters Enter query parameters as key value pairs. These key value pairs are

pended to the URL.

Body Declare the body string as variable a

nd associate that to Body from the

drop-down list or directly hard code the string in the Body.

Note It is applicable only to PUT and POST method.

Response The REST response is converted to a string and is ass

igned to the

associated string variable.

Status Code Status code returned by REST API.

Status Detail Status details returned by the REST API.

Do not use hard-coded string for the output variables. F

or output variables such as Response, Status

Code, and Status Detail, declare the variables first and then associate the declared variables to the output

variables.

For example, for Response, declare a

variable called Response and then choose the variable Response

from Response drop-down list.

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If you access the external secure REST APIs, upload certificates to platform Tomcat’s keystore. The

engine Tomcat picks them up from platform Tomcat.

For information about uploading certificates, see Ci

sco Unified Communications Operating System

Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 10.0(1) at

http://www.cisco.com/en/US/products/sw/custcosw/ps1

846/products_installation_and_configuration_g

uides_list.html

To specify the query parameters for the URL, there are two ways:

• Construct the URL with query parameters using the Unified CCX Express Editor.

• Pass the query parameters as key value pairs in the Parameters table. These key value pairs are

appended to the URL.

Database Steps

The steps in the Database palette of the Cisco Unified CCX Editor provide script designers with a way

to read and write data and/or documents to database tables.

Note Before you use the Database steps, refer to the Cisco Unified Contact Center Express Administration

Guide for information on how to set up a Data Source Name (DSN) and configure the Database

subsystem.

This section contains the following topics:

• DB Get Step

• DB Read Step

• DB Release Step

• DB Write Step

Figure 2-148 shows the steps in the Database palette as the

y appear in the Palette pane of the Cisco

Unified CCX Editor.

Note The Database palette steps are runnable in your Cisco Unified CCX scripts only if you have purchased

the Cisco Unified IP IVR or Cisco Unified CCX Premium license options.

Figure 2-148 Database Palette Steps

DB Get Step

Use the DB Get step to assign to specific variables the results of the Structured Query Language (SQL)

query that you define in the DB Read step.

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Note Before you can use a DB Get step, you must use a DB Read step to define the SQL statements and

identify the target database.

Each time the script executes the DB Get step, the script retrieves one row of the results returned by the

DB Read step and places them in the variables you assign. To move to the next row in a table, you must

execute the DB Get step again.

The DB Get step has three output branches:

• Successful—The DB Get step successfully retrieved data.

• No Data—The DB Get step did not retrieve data.

• SQL Error—There was an error in the SQL command.

Note You cannot create Join queries that retrieve columns with the same name from different tables. (For

example, you cannot create “select a.x, b.x from a,b” and “select a.x as y from a”.) Similarly, you cannot

make aliases of column names. The SQL statements SELECT count(*) and SELECT min(*) are not

supported.

The DB Get customizer window contains two tabs:

• General (DB Get Step)

• Field Selection (DB Get Step)

The following sections describe these two tabs.

General (DB Get Step)

Use the General tab of the DB Get step to specify the DB Resource Name and Data Source Name.

Figure 2-149 DB Get Customizer Window—General Tab

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Table 2-129 describes the properties of the General tab of the DB Get customizer window.

Ta b l e 2-129 DB Get Properties—General Tab

Properties / Buttons Description

DB Resource Name Variable indicating the name of query defined by a DB Read step.

You can choose a specific query when your script has multiple DB Read

steps op

en at the same time.

Data Source Name Name of the database sel

ected on the Cisco Unified CCX Administration

Database web page.

For information about defining DSNs, see the Ci

sco Unified Contact

Center Express Administration Guide.

Refresh Database Schema

utton)

Click this button to update the Cisco Unified CCX Editor with the fields

defined in the selected database.

Field Selection (DB Get Step)

Use the Field Selection tab of the DB Get customizer window to identify the fields within the selected

query and to choose the variables in which you want to store the value for each field.

Figure 2-150 DB Get Customizer Window—Field Selection Tab

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Table 2-130 describes the properties of the Field Selection tab of the DB Get customizer.

Ta b l e 2-130 DB Get Properties—Field Selection Tab

Properties / Buttons Description

Table/View Variable indicating the name of the tabl

e from the database selected on

the General tab.

Field Name/Data

ype/Local Variable

Field selection information:

• Field Name—Name of the field in the selected database.

• Data Type—(Display only) Data type of the variable.

• Local Variabke—variable that stores the values of the associated

field.

Add / Modify (buttons) Use these buttons to access the Add Database Field dialog box. Use the

dial

og to add or modify settings and click OK when finished

Note An entry can be directly edited in the table list by double clicking

on it. To sort the entries, click on the column header.

Delete (button) To remove database field information, highlight a value in the list and

ick Delete.

DB Read Step

Use the DB Read step to choose a database and enter SQL statements required to obtain the data you

need for your script.

You can use a DB Get step after a DB Read step

to assign the results of your query to specific variables.

Note The DB Read step is not interruptible by external events.

The DB Read step has three output branches:

• Successful—The DB Read step successfully executes.

• Connection Not Available—The DB Read step can not make a connection to the specified database.

• SQL Error—The DB Read step encounters a SQL command error.

The DB Read customizer window contains three tabs:

• General tab (DB Read step)

• Field Selection tab (DB Read step)

The following sections describe these tabs.

General tab (DB Read step)

Use the General tab of the DB Read customizer window to specify a DB Resource Name and Data Source

Name.

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Figure 2-151 DB Read Customizer Window—General Tab

Table 2-131 describes the properties of the General tab of the DB Read customizer window.

Ta b l e 2-131 DB Read Properties—General Tab

Properties / Buttons Description

DB Resource Name Name identifying this database query.

Note The same DB Resource Name is used in the accompanying DB

Get and DB Release steps.

Data Source Name Variable indicating database

you want to access.

This list contains the DSNs you identified in the Cisco Unified CCX

ministration Database web page.

Note For information about defining DSNs, refer to the Cisco Unified

Contact Center Express Administration Guide.

Timeout (in sec) Interval that prevents your script from waiting indefinitely when the

database is un

available. If the value for the timeout interval is 0, an

indefinite wait occurs.

Note An indefinite wait may block the script from responding to events

such as a remote disconnection or an agent becoming available.

Refresh Database Schema

utton)

If the Data Source Name drop-down list is empty, click this button to

download the schema from the Cisco Unified CCX engine.

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Field Selection tab (DB Read step)

Use the Field Selection tab of the DB Read customizer window to define the SQL SELECT statement

required to retrieve the data that you need from the specified database.

Figure 2-152 DB Read Customizer Window—Field Selection Tab

Table 2-132 describes the properties of the Field Selection tab of the DB Read customizer window.

Ta b l e 2-132 DB Read Properties—SQL Tab

Properties / Buttons Description

Enter SQL command to be

xecuted

SQL command that you want to be executed, using standard SQL syntax.

Note The SQL statements SELECT count(*) and SELECT min(*) are

not supported.

Test (button) Click this button to test your query and connectivity to the chosen

database.

Note To test the SQL statement, you

must have a connection to an active Cisco Unified CCX Engine.

Number of rows returned Display only. Populates when the Te

st button is clicked.

Note Use this value to determine whether or not your query is working

correctly.

Show All Fields (Select

ble/View)

Displays fields defined in a particular table in this database.

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DB Release Step

Use the DB Release step after a DB Get or DB Write step to close a SQL query and release the allocated

resources.

Figure 2-153 DB Release Customizer Window

A released DB connection is returned to the connection pool and data is no longer associated with this

connection.

Table 2-133 describes the properties of the

DB Release customizer window.

Ta b l e 2-133 DB Release Properties

Properties / Buttons Description

DB Resource Name Name of the DB Resource for which y

ou want to release resources.

Refresh Database Schema

utton)

Click this button to update the DB Resource Name drop-down list.

DB Write Step

Use the DB Write step to select a database and enter SQL UPDATE, SQL DELETE, or SQL INSERT

statements.

You can use this step to update an enterprise database

. When you are finished with a database write

operation, use the DB Release step to free the connection to the database server.

The DB Write step has three output branches:

• Successful—The DB Write step successfully enters the specified SQL statements.

• Connection Not Available—The DB Write step can not find a connection to the specified database.

• SQL Error—The DB Write step encounters a SQL command error.

The DB Write customizer window contains four tabs:

• General tab (DB Write step)

• SQL tab (DB Write step)

• Test tab (DB Write step)

The following sections describe these tabs.

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General tab (DB Write step)

Use the General tab of the DB Write customizer window to identify the DB Resource Name variable and

the database that you want to update.

Figure 2-154 DB Write Customizer Window—General Tab

Table 2-134 describes the properties of the General tab of the DB Write customizer window.

Ta b l e 2-134 DB Write Properties—General Tab

Properties / Buttons Description

DB Resource Name Name identifying this database query.

Data Source Name Variable indicating the database you want to update when you are

def

ining a new query.

Refresh Database Schema

utton)

If the Data Source Name drop-down menu is empty, click this button that

allows you to download the schema from the Cisco Unified CCX Engine.

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SQL tab (DB Write step)

Use the SQL tab of the DB Write customizer window to define SQL UPDATE, SQL DELETE, or SQL

INSERT statements that will update the chosen database.

Figure 2-155 DB Write Customizer Window—SQL Tab

Table 2-135 describes the properties of the SQL tab of the DB Write customizer window.

Ta b l e 2-135 DB Write Properties—SQL Tab

Properties / Buttons Description

Enter SQL command to be

xecuted

SQL command that you want to be executed.

Note Enter the SQL UPDATE, SQL DELETE, or SQL INSERT

statements, using standard SQL syntax.

Show All Fields (Select

ble)

Use this drop-down list to select the table from the database and display

all fields.

Test tab (DB Write step)

Use the Test tab of the DB Write customizer window to test your query and connectivity to the chosen

database.

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Figure 2-156 DB Write Customizer Window—Test Tab

Table 2-136 describes the properties of the Test tab of the DB Write customizer window.

Ta b l e 2-136 DB Write Properties—Test Tab

Properties / Buttons Description

SQL command entered SQL command you want to test.

Execute (button) Click this button to perform the test.

Number of rows altered (Display only) Number of rows altered by the test.

Note Observe the figure in the Number of Rows Altered text field. This

number indicates whether or not your SQL statements are

producing the expected results.

Clicking the Execute button in this w

indow does not update the

database; this action does nothing but validate the SQL statement.

You must be connected to an active Cisco Unified CCX server to

perform this operation.

ACD Steps

The steps in the ACD palette of the Cisco Unified CCX Editor provide script designers with a way to

queue calls and connect them to available resources.

These steps are only available in Cisco Unified CCX packages.

Note See the Cisco Unified Contact Center Express Administration Guide for configuration information about

Cisco Unified CCX and Contact Service Queues (CSQ).

This section contains the following topics:

• Connect Step

• Create CSQ Prompt Step

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• Dequeue Step

• Get Reporting Statistic Step

• Request Route Step

• Select Resource Step

• Set Priority Step

• ICM Step

Figure 2-157 shows the steps in the ACD palette as they appear in the Palette pane of the Cisco Unified

CCX Editor.

Figure 2-157 ACD Palette Steps

Note The functionality for the Set Priority and Create CSQ Prompt steps is specific to both the Cisco Unified

CCX Enhanced and Premium products.

These steps do not appear if the product you have licensed is the Cisco Unified CCX Standard product.

you have not licensed any of the Cisco Unified CCX products (that is, Cisco UnifiedIP IVR licensed)

this entire palette and its steps does not appear in your Cisco Unified CCX Editor.

Connect Step

Use the Connect step to connect a contact to the specified resource.

Figure 2-158 Connect Customizer Window

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Note This step works only when the Connect option in the Select Resource step is set to No. A No setting in

the Select Resource step means the resource is selected and reserved—but not connected—until the

script executes a Connect step. (For more information, see the “Select Resource Step” section on

page 2-213.

The Connect step has two output branches:

• Connected. The Connect step successfully connects the contact to the resource.

• Failed. The Connect step fails to connect the contact to the resource.

Table 2-137 describes the properties of the C

onnect customizer window.

Ta b l e 2-137 Connect Properties

Properties / Buttons Description

Contact Variable containing the triggering contact i

nformation for this step.

Resource Selected Variable identifying the resource ass

igned to handle the call.

Timeout Variable or expression containing the length of time, in seconds, before

the con

tact is retrieved back into the queue.

This value must be lower than the Call Forward No Answer timeout in the

isco Unified Communications Manager.

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Create CSQ Prompt Step

Use the Create CSQ Prompt step to obtain the prompt that records the name of a CSQ. This prompt, in

turn, can be passed to a Play Prompt step to play back the CSQ name.

Note The Create CSQ Prompt step is only available if you have licensed the Cisco Unified CCX Enhanced or

Premium product package.

Figure 2-159 Create CSQ Prompt Customizer Window

Table 2-138 describes the properties of the Create CSQ Prompt customizer window.

Ta b l e 2-138 Create CSQ Prompt Properties

Properties / Buttons Description

Contact Service Queue A unique identifier for the CSQ.

Output Prompt The variable that stores the prompt o

bject the records the name of a CSQ.

Dequeue Step

Use the Dequeue step to remove a call from one or more queues.

Figure 2-160 Dequeue Customizer Window

Table 2-139 describes the properties of the Dequeue customizer window.

Ta b l e 2-139 Dequeue Properties

Properties / Buttons Description

Call Contact Variable containing the triggering contact i

nformation for this step.

Contact Service Queue Choose either All CSQ or enter a variable or expression for the CSQ.

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Get Reporting Statistic Step

Use the Get Reporting Statistic step to access real-time information about agents, Contact Service

Queues (CSQs), the overall Cisco Unified CCX system, and contacts.

Note The Get Reporting Statistic step is only available with Cisco Unified CCX packages.

Figure 2-161 Get Reporting Statistic Customizer Window

You can use this step to view the current state of the Cisco Unified CCX system or to report back to a

caller such information as current wait duration, position in queue, and expected wait time.

The system bases the expected wait tim

e calculation on the number of agents in reserved, talking, and

work states for this CSQ, the call’s position in the queue, and the average call duration for this CSQ.

Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states

while handling a call from this CSQ.

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Table 2-140 describes the properties of the Get Reporting Statistic customizer window:

Ta b l e 2-140 Get Reporting Statistic Properties

Property Description

Report Object Type of report:

• Outbound Campaign

• Overall Cisco Unified CCX

• Resource Cisco Unified CCX

• CSQ Cisco Unified CCX

Field Specific statistic to retrieve from the report.

See the Ci

sco Unified Contact Cenre Application Administration Guide for

how to run real-time reports.

See the following tables for a list of a

vailable fields for each report:

• Outbound Campaign Statistics report—Table 2-141 on page 2-204.

• Overall Cisco Unified CCX Statistics report—Table 2-142 on

page 2-206.

• Resource Cisco Unified CCX Statistics report—Table 2-143 on

page 2-209.

• CSQ Cisco Unified CCX Statistics report—Table 2-144 on page 2-211.

Note One of the options for this property that appears for the Overall Cisco

Unified CCX and CSQ Cisco Unified CCX report options is Work

Resources. “Work” state is not supported in Cisco Unified CCX

Standard. If you have Cisco Unified CCX Standard and select either

“overall Cisco Unified CCX” or “CSQ” for the Report Object,

selecting “Work Resources” for the Field property returns “0” when

retrieved by the workflow.

Row Identifier

Note Value used to identify the CSQ or Resource (only applicable to CSQ

Cisco Unified CCX or Resource Cisco Unified CCX reports).

Either choose the String variable that holds the value used to identify the CSQ

or Reso

urce, or click the Expression Editor (...).

Contact Contact for which to get the statistic

Result Statistic Script variable that will contain the resulting statis

tic value.

Note The statistic value is usually returned as an integer. The State option is an exception to this rule;

it returns a string.

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Table 2-141 describes the available fields for the Outbound Campaign Stats report.

Ta b l e 2-141 Available Fields, Outbound Campaign Stats

Row Heading Description

Status The current activation state of the campaign:

• A “Running” status indicates an active campaign.

• A “Stopped” status indicates an inactive campaign.

Preview The total number of outbound calls currently previewed but that have not been

accepted, rejected, or closed by the agents as part of this campaign.

Connected The total number of Outbound calls currently connected to agents for this

campaign.

Active The total number of Outbound calls currently previewed by or connected to

agents for this campaign. Active Calls = Previewed + Connected.

Timed-Out The total number of outbound calls that timed out for this campaign.

A call is considered timed out when it is presented to an agent and not accepted,

rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents,

this field is incremented each time the contact is timed out at each agent.

Offered The total number of outbound calls offered for this campaign.

A call is considered offered when it is presented to an agent as part of this

campaign.

A contact that is presented to an agent, skipped/rejected by that agent, and then

presented to the same agent or to another agent is counted twice towards the

number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

Accepted The total number of outbound calls accepted for this campaign.

A call is considered accepted if an agent has clicked Accept when presented the

call.

A call that is presented to an agent, skipped/rejected by that agent, presented to

another agent, and then accepted by that other agent is counted once towards the

number of calls accepted.

Rejected The number of outbound calls that were skipped or rejected by an agent as part

of this campaign.

This means that the agent selected 'Reject', 'Skip', or 'Cancel Reservation'.

These contacts will be dialed again.

If a contact is rejected by multiple agents, this field is incremented each time

the contact is rejected. The number of Rejected is also incremented each time

an agent drops the preview call while it is ringing at the customer's contact.

Closed The number of Outbound contacts that were closed by agents as part of this

campaign.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts

will not be dialed again.

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Vo i ce The number of outbound calls that ended in successful customer contact for this

campaign.

This means that an agent accepted the call (by clicking Accept) AND selected

a classification of 'Voice' or 'Do Not Call' for this contact.

Answering Machine The number of outbound calls that connected to an answering machine for this

campaign.

This means that the agent accepted the call (by clicking Accept), got connected

to the answering machine and selected the "Answering Machine" option from

the contact Reclassfication dropdown.

Note The agent can manually reclassify the contact as 'Answering Machine'

while the customer contact is on the call or when the agent has gone into

the Work state after the call.

Invalid Number The number of outbound calls that were dialed to an invalid number for this

campaign.

This means that the agent accepted the call (by clicking Accept), got connected

to the customer contact, and selected the "Invalid Number" option from the

contact Reclassification dropdown.

It also includes the number of outbound calls that failed at the network level.

Note The agent can manually reclassify the contact as 'Invalid Number' while

the customer contact is on the call or when the agent has gone into the

Work state after the call.

Requested Callback The number of contacts marked for callback for this campaign.

This means that the agent accepted the call (by clicking Accept), got connected

to the contact, the contact requested a callback, and the agent selected the

'CallBack'option.

A call that is accepted by an agent, marked for callback, later presented to and

accepted by another agent (at the callback time), and marked for callback again

is counted twice towards the number of callback calls.

Avg Talk Duration The average time in HH:MM:SS (hours, minutes, seconds) that agents spend

talking on outbound calls for this campaign.

The durations consider all calls that were Agent Accepted and classified as

Voice.

If a call is transferred or conferenced back to the route point, the campaign talk

duration does not include the talk time of agents who handle the call after it

came through the route point.

Longest Talk

Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has

spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as

Voice.

Table 2-141 Available Fields, Outbound Campaign Stats (continued)

Row Heading Description

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Ta b l e 2-142 Available Fields, Overall Cisco Unified CCX

Row Heading Description

CSQs Number of CSQs currently configured. If a CSQ is added or removed, this

statistic reflects that change.

Logged-in Resources Number of resources currently logged in.

Talking Resources Number of resources currently talking.

Note This number includes resources in Talking, Work, and Reserved states.

Ready Resources Number of resources currently ready.

Not Ready

Resources

Number of CSQs currently configured. If a CSQ is added or removed, this

statistic reflects that change.

Work Resources Number of resources currently in Work.

Reserved Resources Number of resources currently in reserved.

Total Contacts Number of total contacts that have arrived since the statistics were last reset.

This includes contacts that are waiting, contacts connected to a resource, and

contacts that have disconnected.

If a resource transfers to or conferences with a route point, this value increases.

Contacts Waiting Number of contacts waiting to be connected to a resource.

This column also displays how long the oldest contact in the queue has been

waiting.

Note A contact is shown as waiting until the call is answered by the agent.

This means that, even if the phone is ringing at the agent, the contact

will still show as waiting in RTR.

Oldest Contact in

Queue

The length of time the oldest contact has waited in queue.

Contacts Handled Number of contacts that have been handled by a resource.

Contacts Abandoned Number of contacts that have arrived and disconnected before being connected

to a resource.

Avg Talk Duration Average duration (in seconds) that resources spend talking on contacts. Talk

duration starts when a contact first connects to a resource and ends when the

contact disconnects from the last resource to which it was connected.

Avg Wait Duration Average wait time (in seconds). It begins when the contact enters the system and

ends when the contact stops waiting. Wait duration does not include hold time.

The time a contact spends on a CTI port prior to getting queued is included in

this report.

Longest Talk

Duration

Longest talk duration (in seconds) of a contact. Talk duration does not include

hold time.

Longest Wait

Duration

Longest wait (in seconds) for a contact to be connected to a resource. Wait

duration does not include hold time.

Current Wait

Duration

Wait duration of contact (in seconds) specified in contact field (that is, how long

this contact has waited).

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Preview The total number of outbound calls currently previewed but that have not been

accepted, rejected, or closed by the agents.

Connected The total number of Outbound calls currently connected to agents.

When an agent conferences in other agents, the call is counted once towards the

total number of connected calls.

Active The total number of Outbound calls currently previewed by or connected to

agents. Active Calls = Previewed + Connected.

Timed-Out The total number of outbound calls that timed out.

A call is considered timed out when it is presented to an agent and not accepted,

rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents,

this field is incremented each time the contact is timed out at each agent.

Offered The total number of outbound calls offered.

A call is considered offered when it is presented to an agent as part of this

campaign.

A contact that is presented to an agent, skipped/rejected by that agent, and then

presented to the same agent or to another agent is counted twice towards the

number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

Accepted The total number of outbound calls accepted.

A call is considered accepted if an agent has clicked Accept when presented the

call.

A call that is presented to an agent, skipped/rejected by that agent, presented to

another agent, and then accepted by that other agent is counted once towards the

number of calls accepted.

Rejected The number of outbound calls that were skipped or rejected by an agent.

This means that the agent selected 'Reject', 'Skip', or 'Cancel Reservation'.

These contacts will be dialed again.

If a contact is rejected by multiple agents, this field is incremented each time

the contact is rejected. The number of Rejected is also incremented each time

an agent drops the preview call while it is ringing at the customer's contact.

Closed The number of Outbound contacts that were closed by agents.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts

will not be dialed again.

Vo i ce The number of outbound calls that ended in successful customer contact.

This means that an agent accepted the call (by clicking Accept) AND selected

a classification of 'Voice' or 'Do Not Call' for this contact.

Table 2-142 Available Fields, Overall Cisco Unified CCX (continued)

Row Heading Description

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Answering Machine The number of outbound calls that connected to an answering machine.

This means that the agent accepted the call (by clicking Accept), got connected

to the answering machine and selected the "Answering Machine" option from

the contact Reclassfication dropdown.

Note The agent can manually reclassify the contact as 'Answering Machine'

while the customer contact is on the call or when the agent has gone into

the Work state after the call.

Invalid Number The number of outbound calls that were dialed to an invalid number.

This means that the agent accepted the call (by clicking Accept), got connected

to the customer contact, and selected the "Invalid Number" option from the

contact Reclassification dropdown.

It also includes the number of outbound calls that failed at the network level.

Note The agent can manually reclassify the contact as 'Invalid Number' while

the customer contact is on the call or when the agent has gone into the

Work state after the call.

Requested Callback The number of contacts marked for callback.

This means that the agent accepted the call (by clicking Accept), got connected

to the contact, the contact requested a callback, and the agent selected the

'CallBack'option.

A call that is accepted by an agent, marked for callback, later presented to and

accepted by another agent (at the callback time), and marked for callback again

is counted twice towards the number of callback calls.

Avg Talk Duration The average time in HH:MM:SS (hours, minutes, seconds) that agents spend

talking on outbound calls.

The durations consider all calls that were Agent Accepted and classified as

Voice.

If an Outbound call is transferred or conferenced to a route point, this average

outbound talk duration does not include the talk time of agents who handle the

call after it came through the route point.

Longest Talk

Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has

spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as

Voice.

Table 2-142 Available Fields, Overall Cisco Unified CCX (continued)

Row Heading Description

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Ta b l e 2-143 Available Fields, Resource Cisco Unified CCX Stats Report

Column Name Description

State Current state of the resource.

Note:

If you have pre-existing scripts that use Get Reporting Statistic

steps—and these scripts were created with a previous version of Cisco

Unified CCX software—please be aware that there is a change in step

behavior in Version 4.0.

Prior to Version 4.0, if a Get Reporting Statistic step had the Report

Object field set to “Resource ICD” and the Field field set to “State”,

the step returned one of the following agent state names: Available,

Unavailable, and In-Session.

In Version 4.0, a Get Reporting Statistic step with the same

configuration returns one of the “new” agent state names: Ready, Not

Ready, and Talking.

This change can impact pre-Version 4.0 scripts where subsequent steps

act on the results of Get Reporting Statistics to comparing agent state

strings; in this case, the script will need to be modified to reflect the

revised agent state names.

Duration in Same

State

Length of time (in seconds) that the resource has remained in the current state.

Contacts Presented Number of contacts that have been connected to this resource.

Contacts Handled Number of contacts that have been handled by this resource.

Avg Talk Duration Average time (in seconds) that this resource spends talking to contacts.

Avg Hold Duration Average time (in seconds) that the resource keeps contacts on hold.

Longest Talk

Duration

Longest time (in seconds) that this resource has spent talking to a contact.

Longest Hold

Duration

Longest time (in seconds) that this resource has placed a call on hold.

Avg Handle Duration The average time the agent spends handling a call, which includes talk time,

hold time and work time.

Avg Handle Duration = Avg Talk Duration + Avg Hold Duration + Avg Work

Duration (time spent in Work state).

Outbound Offered The total number of outbound calls offered.

A call is considered offered when it is presented to an agent.

A contact that is presented to an agent, skipped/rejected by that agent, and then

presented to the same agent or to another agent is counted twice towards the

number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

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Outbound

Timed-Out

The total number of outbound calls that timed out.

A call is considered timed out when it is presented to an agent and not accepted,

rejected, or closed within the allocated time.

These contacts will be dialed again. If a contact is timed out at multiple agents,

this field is incremented each time the contact is timed out at each agent.

Outbound Accepted Total number of outbound calls accepted by this resource.

A call is considered accepted if an agent has clicked Accept when presented the

call.

A call that is presented to an agent, skipped/rejected by that agent, presented to

another agent, and then accepted by that other agent is counted once towards the

number of calls accepted. For transferred or conferenced outbound calls, the call

is considered handled by the resource if it is answered by that resource

Outbound Rejected The number of outbound calls that were skipped or rejected by this agent. This

means that the agent selected Reject, Skip, or Cancel Reservation. These

contacts will be dialed again.

The number of Rejected is also incremented each time an agent drops the

preview call while it is ringing at the customer’s contact.

Outbound Closed The number of Outbound contacts that were closed by agents.

This means that the agent selected 'Skip-Close' or 'Reject-close'. These contacts

will not be dialed again.

Outbound Voice The number of outbound calls that ended in successful customer contact.

This means that an agent accepted the call (by clicking Accept) AND selected

a classification of 'Voice' or 'Do Not Call' for this contact.

Outbound Avg Talk

Duration

The average time in HH:MM:SS (hours, minutes, seconds) that agents spend

talking on outbound calls.

The durations consider all calls that were Agent Accepted and classified as

Voice.

This talk duration includes talk time spent by a resource handling an outbound

call that was transferred or conferenced to a route point.

Outbound Avg Hold

Duration

The average time in HH:MM:SS (hours, minutes, seconds) that the Resource

has spent holding the outbound calls among accepted calls.

The durations consider all calls that were Agent Accepted and classified as

Voice.

Outbound Longest

Talk Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has

spent talking on an outbound call.

The durations consider all calls that were Agent Accepted and classified as

Voice.

Outbound Longest

Hold Duration

The longest time in HH:MM:SS (hours, minutes, seconds) that the Resource has

spent holding an outbound call among accepted calls.

The durations consider all calls that were Agent Accepted and classified as

Vo i ce

Table 2-143 Available Fields, Resource Cisco Unified CCX Stats Report (continued)

Column Name Description

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Table 2-144 describes the available fields for the CSQ Cisco Unified CCX Stats report.

Ta b l e 2-144 Available Fields, CSQ Cisco Unified CCX Stats Report

Column Name Description

Logged-In

sources

Talking Resources/

Ready Resources/

Not Ready

esources/

Work Resources/

Reserved Resources

Number of resources who are logged in for

this CSQ and who are in the talking,

ready, not ready Work Resources, and Reserved Resources states. Values for

these items are separated by colons. Values are displayed in the same order that

the items appear in the column heading.

Total Contacts Number of total contacts since the statistics were last reset for this CSQ.

Contacts Waiting Number of contacts waiting to be connected to a res

ource in this CSQ.

Oldest Contact in

eue

The length of time that the oldest contact in the queue has been waiting.

Contacts Handled Number of contacts that have been handled by this CSQ.

Contacts Abandoned Number of contacts that have been abandoned by this CSQ

Contacts Dequeued Number of contacts that have been dequeued from this CSQ.

Avg Talk Duration Average time (in seconds) that agents i

n this CSQ spend taking to contacts.

Avg Wait Duration Average time (in seconds) that contacts h

ave waited to be connected to a

resource in this CSQ. Wait begins when the contact is queued and ends when the

contact stops waiting.

Wait duration does not include hold time. The time

a contact spends on a CTI

port prior to getting queued is not included in this wait time.

Longest Talk

ration

Longest time (in seconds) that agents in this CSQ spend talking to contacts.

Longest Wait

ration

Longest wait (in seconds) for a contact to be connected to a resource.

Expected Wait Time The expected wait time of the contact specif

ied in the contact field. That is, how

long this contact will wait before it is connected to an agent.

Position in Queue Position in queue of the contact specif

ied in the contact field for the specified

CSQ.

Current Wait

ration

Wait duration of contact (in seconds) specified in contact field (that is, how long

this contact has waited).

Request Route Step

Use the Request Route step to request a calling routing location from Cisco UnifiedICME software. A

Cisco Unified CCX script can then use that location to redirect a call.

Note This step can be used with the Cisco UnifiedIPCC Gateway. See the Cisco Unified Contact Center

Express Gateway Gateway Deployment Guide for more information.

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The Request Route step has two output branches:

• Selected. The Request Route step successfully returned a routing destination from Cisco

UnifiedICME software.

• Failed. The Request Route step failed to return a routing destination from Cisco UnifiedICME

software.

Figure 2-162 Request Route Customizer Window

Table 2-145 describes the properties of the Request Route customizer window.

Ta b l e 2-145 Request Route Properties

Properties / Buttons Description

Contact Contact that is making the route request.

Timeout Variable or expression indicating the amount of time (in seconds) that the

system sho

uld wait for a reply from the Cisco UnifiedICME software

Route Selected Variable indicating the post routing result expected from the Cisco

ifiedICME software.

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Select Resource Step

Use the Select Resource step to queue a call to a specific set of agents and optionally to connect the call

to the agent the system chooses.

Figure 2-163 Select Resource Customizer Window

Note If you change the Routing Target field setting to Resource, the CSQ Target field is renamed to

Resource Target. A resource is a specific agent that is represented by the user variable specified

in Resource Target field.

The Select Resource step offers a call to a Conta

ct Service Queue (CSQ) or Resource:

• A CSQ contains an associated set of agents who are capable of handling a certain type of call. The

incoming call will be handled by one of the available agents in the CSQ.

An example of a Contact Service Queue is sa

les department, whose resources can be all the sales

representative within your company.

• A resource is a specific agent and is indicated by user ID or agent extension.

The Select Resource step has different output branches, depending on the Routing Target Type and

Conn

ect settings:

• If the Routing Target Type setting is CSQ and Connect is:

–

Yes , the branches are Connected and Queued.

–

No, the branches are Selected and Queued.

• If the Routing Target Type setting is Resource and Connect is:

–

Yes , the branches are Connected and Failed.

–

No, the branches are Selected and Failed.

Note The Connect field allows you to specify whether the call will be connected to a CSQ/agent

resource directly from Select Resource or use Select Resource in conjunction with the Connect

Step. For more information, see Connect Step.

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Table 2-146 describes the properties of the Select Resource customizer window.

Ta b l e 2-146 Select Resource Properties

Properties / Buttons Description

Contact Variable containing the triggering contact i

nformation for this step.

Routing Target Type Variable indicating the routing method. One of the following:

• Contact Service Queue—Call will be routed to an available agent in

the specified CSQ.

• Resource—Call will be routed to the specified agent. Select this

option for Agent Based Routing feature.

Note If you set this field to Resource, the CSQ Target field is renamed

to Resource Target. Resource Routing Target Type is only

available for Cisco Unified CCX Enhanced Edition. If you use

Resource Routing Target Type with Cisco Unified CCX Standard

edition, Cisco Unified CCX Engine will be unable to load the

script.

CSQ Target String variable or expression identifying the CSQ target

Connect Option for the call to be connected to the specif

ied Resource ID the

instant the resource becomes available:

• Ye s —The call is automatically connected to the available resource as

soon as it becomes available.

• No—The resource is selected but not connected until additional

script steps are executed.

Note If you choose not to connect the call as soon as the resource

becomes available, the Cisco Unified CCX Desktop of the chosen

res

ource will be designated Reserved. Because the agent’s phone

will not ring until a Connect step executes in the script, a few

seconds may elapse while other steps in the Selected output

branch execute prior to the execution of the Connect step. During

this extra time, the agent’s state remains in Reserved state.

Timeout Variable or expression containing the length of time, in seconds, before

the con

tact is retrieved back into the queue. (Default is 10 seconds.)

This value must be lower than the Call Forward No Answer timeout in the

isco Unified Communications Manager.

Resource Target User variable or expression identifying the target Resource.

Caution Never insert a Goto step in the middle of a Select Resource step flow. (Doing so can cause an active

agent to enter a Reserved state that can only be exited by logging out of the system.)

Set Priority Step

Use the Set Priority step to assign a call higher or lower priority in a queue.

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Note The Set Priority step is only available if you have licensed the Cisco Unified CCX Enhanced or Premium

product package.

Figure 2-164 Set Priority Customizer Window

Every contact has one priority for all CSQs for which it is queued. The priority of the contact can be set

or changed at any time during the execution of the script. All calls have a default priority of 1.

Table 2-147 describes the properties of the Set Priority customizer window.

Ta b l e 2-147 Set Priority Properties

Properties / Buttons Description

Contact Variable identifying the contact for which to change the priority. The

def

ault is the triggering contact.

Operation Assign, Increase, or Decrease

Assign Priority Select a numerical priority from 1 (lowest) to 10 (highest) or specify an

xpression containing a number.

ICM Step

The step in the ICME palette of the Cisco Unified CCX Editor is used in conjunction with the Cisco

UnifiedContact Center Enterprise solution.

Note Prior to the Cisco CRS 4.0(x) release, the ICM palette included the Get ICM Data and Set ICM Data

steps. Beginning With the Cisco CRS 4.0(x) release, these steps were renamed Get Enterprise Call Info

and Set Enterprise Call Info and moved to the Call Contact palette.

Cisco UnifiedIntelligent Contact Management Enterprise (ICME) software is an application that routes

incoming calls across several geographically distributed call centers.

This section contains the following topic:

• Set ICM Result Step

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Figure 2-165 shows the step in the ICM palette as it appears in the Palette pane of the Cisco Unified CCX

Editor.

Figure 2-165 ICM Palette Step

Note For more information about Cisco Unified ICME software, ICM subsystem configuration, and Cisco

Unified ICM VRU (Voice Response Unit) scripts, see the Cisco Unified Contact Center Express

Administration Guide.

Set ICM Result Step

Use the Set ICM Result step to set the value of the VRU Script request message that Cisco Unified CCX

sends to the Cisco UnifiedICME software when it completes a VRU script.

Figure 2-166 Set ICM Result Customizer Window

The VRU Script result tells the Cisco UnifiedICME software whether the script ran successfully (true)

or not (false).

If the script returns a false value, the Cisco UnifiedICME software runs the failure path of the Run VRU

Scrip

t node in the Cisco Cisco UnifiedICME script.

By default, Cisco Unified CCX returns tru

e to the Cisco UnifiedICME software.

Note Because the VRU Script result message must be sent from Cisco Unified CCX to the Cisco Cisco

Unified ICME software, use the Set ICM Results step only for Cisco Unified ICME VRU scripts. For

more information, see the CiscoUnified Contact Center Express Administration Guide.

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Table 2-148 describes the properties of the Set ICM Result customizer window.

Ta b l e 2-148 Set ICM Result Properties

Properties / Buttons Description

Call Contact Variable for which you want to set the result.

Default is Triggering Contact.

Result Boolean variable—or expression that resolves to a Boolean

ariable—indicating the outcome of the execution of the Set ICM Result

step.

True—(Def

ault) The Cisco Cisco UnifiedICME software will follow the

success path of the Run VRU Script node in the Cisco Cisco

nifiedICME script.

False—The Cisco Cisco UnifiedICME software will follow the failure

ath of the Run VRU Script node in the Cisco Cisco UnifiedICME script.

Java Steps

Note The Cisco Unified CCX Enhanced, and Cisco Unified CCX Premium licences include the Java license.

The Cisco Unified CCX Standard license does not include the Java license. You need the Java license

for full Java functionality. For further information, see the Cisco Unified CCX Expression Language

Reference Guide.

Note When a step in the Java palette is enabled, the Java functionality of the Cisco Unified CCX Expression

language is also enabled if your product license includes it.

Use the Cisco Unified CCX Expression Editor to create Ja

va method calls, constructor calls, or attribute

access and to replace the deprecated Java step functionality. For more information, see the Cisco Unified

Contact Center Express Scripting and Development Series: Volume 3, Expression Language Reference.

This section contains the following topics:

• Create Remote Java Object Step

• Create Java Object Step

• Execute Java Method Step

• Set/Get Java Property Step

Note • You should be experienced in Java programming to use Java Type variables and the steps in the JAVA

palette of the Cisco Unified CCX Editor.

• The Create Java Object, Execute Java Method, and Set/Get Java Property steps are deprecated and,

although no longer visible in the Cisco Unified CCX Editor palette, they are still visible in old

scripts and are supported.

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• Use the Java tool in the Cisco Unified CCX Expression Editor to enter Java functionality that the

deprecated steps offered. The Expression Editor Java tool is easier to use and more functional than

the deprecated steps. For more information, see the Cisco Unified Contact Center Express Scripting

and Development Series: Volume 3, Expression Language Reference.

• To use full Java functionality, you need a Java license.

Java Licensing

• In Cisco Unified CCX 4.x, expressions are validated against installed licenses to make sure that they

do not violate license agreements. This validation is performed by the Cisco Unified CCX Engine

whenever a script is loaded or whenever a prompt template or grammar template is accessed and

evaluated.

• For script expressions containing TTS or Java features to work during runtime, you must have either

a Cisco UnifiedIP-IVR or a Cisco Unified CCX Premium license.

An example of a TTS feature is a TTS prompt complex literal. A Java feature is a complex expression

block, a Java-like statement, method, constructor invocation expression, or a field access expression

• Any license violation will be recorded in the logs and prevent the scripts from being loaded in

memory.

Figure 2-167 shows the step in the JAVA palette as it appears in the Palette pane of the Cisco Unified

CCX Editor.

Figure 2-167 JAVA Palette Step

Create Remote Java Object Step

Use the Create Remote Java Object step to create a Java object representing an object hosted on a remote

computer.

Figure 2-168 Create Remote Java Object Customizer Window

Once the Java object is created, you can then use the Execute Java Method step on the returned object to

invoke methods on this remote object.

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Table 2-149 describes the properties of the Create Remote Java Object customizer window.

Ta b l e 2-149 Create Remote Java Object Properties

Properties / Buttons Description

Host Name Variable or expression indicating the DNS

1. DNS = Domain Name Service

or WINS

2. WINS = Windows Internet Naming Service

host name of the

remote host or the IP address.

Port Number Variable or expression indicating the TCP port number of the RMI

3. RMI = Remote Method Invocation

registry on the remote host that you will use to connect to it.

The default port number for RMI is 1099.

Service Name Variable or expression indicating the service name under which the

remote o

bject was registered in the RMI registry.

Remote Variable Variable that represents the remote Java object.

Deprecated Java Steps

The following steps are depreciated. That is, although these steps are no longer visible in the Cisco

Unified CCX Editor palette, they are still visible in old scripts and are supported:

• Create Java Object

• Execute Java Method

• Set/Get Java Property

Note • If it is a resulting script from 3.x, there is no upgrade path. The steps will appear in the 4.5 system,

so you need to remove these steps manually and rebuild using the new 4.5 java step in the Cisco

Unified CCX Editor.

• Use the Java tool in the Cisco Unified CCX Expression Editor to enter Java functionality that the

deprecated steps offered. The Expression Editor Java tool is easier to use and more functional than

the deprecated steps. For more information, see the Cisco UnifiedContact Center Express Scripting

and Development Series: Volume 3, Expression Language Reference.

Create Java Object Step

Use the Create Java Object step to instantiate a variable or an object of a specified Java class. You can

create object instances for any variables or Java classes that you defined in the Variable pane of the Cisco

Unified CCX Editor or that are included in the definitions of the steps in your palette.

Note Any customer-defined classes you create should be uploaded to the Document repository under

\default\classpath. In addition, you must use Cisco Unified CCX Administration to specify the classpath

the system should use.

The Variable pane of the Cisco Unified CCX Editor supports 20 built-in data types:

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• int (java.lang.Integer)—Whole numbers.

• String (java.lang.String)—Set of unicode characters.

• boolean (java.lang.Boolean)—True or False.

• float (java.lang.Float)—Decimal numbers.

• Prompt (com.cisco.prompt.Playable)—Prompt object created with prompt expressions or returned

using prompt steps.

• char (java.lang.Character)—Characters, such as the letters in the alphabet.

• Contact (com.cisco.contact.Contact)—Represents a call, e-mail, or HTTP request.

• Session (com.cisco.session.Session)—Information that can be used to track contacts as they move

through the system.

• User (com.cisco.user.User)—Information useful for user authentication.

• Grammar (com.cisco.grammar.Recognizable)—Words or Dual Tone Multi-Frequency (DTMF)

digits that can be recognized by the Cisco Unified CCX script.

• Document (com.cisco.doc.Document)—Any type of document, such as a file, a URL, or a

recording.

• Currency (com.cisco.util.Currency)—Monetary format.

• Date (java.util.Date)—Date information.

• Language (java.util.Locale)—Language information.

• Time (java.sql.Time)—Time information.

• BigDecimal (java.math.BigDecimal)—Large decimal number.

• BigInteger (java.math.BigInteger)—Large integer.

• double (java.lang.Double)—Expanded Float variable.

• long (java.lang.Long)—Expanded Integer variable.

• byte (javalang.Byte)—Byte information.

• short (javalang.Short)—Short information.

• Iterator (javalang.Iterator)—Iterator information.

Note You can only use Java types compatible with JDK 1.4.2_05 (Java 2).

The Create Java Object customizer window contains two tabs:

• Class Assignment Tab (Create Java Object Step)

• Class Information Tab (Create Java Object Step)

The following sections describe these tabs.

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Class Assignment Tab (Create Java Object Step)

Use the Class Assignment tab of the Create Java Object customizer window to assign a class to the

object.

Figure 2-169 Create Java Object Customizer Window—Class Assignment Tab

Table 2-150 describes the properties of the Class Assignment tab of the Create Java Object customizer

window.

Ta b l e 2-150 Create Java Object Properties—Class Assignment Tab

Properties / Buttons Description

Variable Name Variable that represents a specific Java class.

Vari a bl e Typ e (Display only) A list of Java classes that corresponds to the variable you

lect.

Class Information Tab (Create Java Object Step)

Use the Class Information tab of the Create Java Object customizer window to choose the constructor

for your chosen Java class.

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Figure 2-170 Create Java Object Customizer Window—Class Information Tab

A constructor is a function that allows you to instantiate an instance of this class.

Note You can only access constructors compatible with JDK 1.4.2_05 (Java 2).

If any of the parameters to be passed to a constructor i

s of type InputStream or Reader, the Create Java

Object step allows you to select a Document object and automatically convert the document to an

InputStream or Reader object.

If the type created is an instance of InputStream or Rea

der, the Create Java Object step allows you to

assign the result to a Document variable by converting the result into the appropriate format. However,

the resulting document will only be accessible once by a single output step (unless cached in memory

using the Cache Document step).

Table 2-151 describes the properties of the Class Information T

ab of the Create Java Object customizer

window.

Ta b l e 2-151 Create Java Object Properties—Class Information Tab

Properties / Buttons Description

Constructor Drop-down menu from which you choose the applicable constructor for

the specif

ic Java class.

Argument/Type/Value (Display only) A list of the arguments, types, and values for the chosen

nstructor.

Set (button) To assign the value to the constructor, highlight the entry in the Argument

list

box and click Set. Choose a value from the Variable drop-down

list—or use the Expressions Editor to specify a value—and then click

OK; the value appears in the Value column next to the Argument you

selected.

Execute Java Method Step

Use the Execute Java Method step to execute a specified static or non-static method of a Java class for a

defined variable.

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Note You can only use methods compatible with JDK 1.4.2_05 (Java 2),

The expression language now allows calling Java methods directly on objects, variables or other

xpressions in a form natural to Java developers.

For example, you could enter:

<var>.toString()

to invoke the to String() method of the object stored in the specif

ied script variable. This is more useful

for calling static methods, as they do not require a dummy variable of the same type. One can simply say:

<classname>.<method>(<args>).

The Execute Java Method customizer window contains two tabs:

• Explore Tab (Execute Java Method Step)

• Explore Class Information Tab (Execute Java Method Step)

The following sections describe these tabs.

Explore Tab (Execute Java Method Step)

Use the Explore tab of the Execute Java Method customizer window to select a variable for which you

want to execute a specific Java method.

Figure 2-171 Execute Java Method Customizer Window—Explore Tab

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Table 2-152 describes the properties of the Explore tab of the Execute Java Method customizer window.

Ta b l e 2-152 Execute Java Method Properties—Explore Tab

Properties / Buttons Description

Select Variable Variable on which you want to invoke a method

Variable Name (Display only) Name of the selected variable.

Vari a bl e Typ e (Display only) Type of selected v

ariable.

Browse the Class Members defined for the class assig

ned to this variable.

To view the different members of the class in the Browse the Class

disp

lay box, click the plus sign (+) in this box.

Explore Class Information Tab (Execute Java Method Step)

Use the Explore Class Information tab of the Execute Java Method customizer window to choose a

method to execute from the class selected in the Explore tab.

Figure 2-172 Execute Java Method Customizer Window—Explore Class Information Tab

If any of the parameters to be passed to a constructor is of type InputStream or Reader, the Execute Java

Method step allows you to select a Document object and automatically convert the document to an

InputStream or Reader object.

If the return type is an instance of InputStream or Re

ader, the Execute Java Method step allows you to

assign the result to a Document variable by converting the result into the appropriate format.

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Table 2-153 describes the properties of the Explore Class Information ab of the Execute Java Method

customizer window.

Ta b l e 2-153 Execute Java Method Properties—Explore Class Information Tab

Properties / Buttons Description

Object Variable on which you want to invoke a method

Method Name of the method to call.

Note The list contains the methods available for the specified variable

in Create Java Object steps. You cannot call methods that require

unsupported data types, such as short and array.

Argument/Type/Value List of input arguments, types, and values to the method for the specified

thod.

Set (button) To assign a value to an argument, highlight the entry in the Argument list

box

and click Set. Choose a value from the Variable drop-down list—or

use the Expressions Editor to specify a value—and then click OK; the

value appears in the Value column next to the Argument you selected.

Method Return Type (Display only) Data type returned by the selected method.

Assign to Variable Variable that stores the value returned by the method.

Set/Get Java Property Step

Use the Set/Get Java Property step to obtain and/or modify the value of a property defined in a variable.

Note Optionally, you can use the Expression Language and specify:

Note You can access or modify only properties defined since JDK 1.4.2_05 (Java 2).

If an attribute of a class of type InputStream or Reader is set, th

e Set/Get Java Property step accepts a

parameter of type Document and automatically convert it to either an InputStream or a Reader.

If the attribute retrieved is an instance of InputStream or R

eader, the Set/Get Java Property step allows

you to assign the result to a Document variable by converting the result into the appropriate format.

However, the resulting document will only be accessible once by a single output step (unless cached in

memory using the Cache Document step).

The Set/Get Java Property customizer window contains two tabs:

• Source Tab (Set/Get Java Property Step)

• Destination Tab (Set/Get Java Property Step)

The following sections describe these tabs.

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Source Tab (Set/Get Java Property Step)

Use the Source tab the Set/Get Java Property customizer window to select a source variable or field with

the value you want to obtain.

Figure 2-173 Set/Get Java Property Customizer Window—Source Tab

Table 2-154 describes the properties of the Source tab of the Set/Get Java Property customizer window.

Ta b l e 2-154 Set/Get Java Property Properties—Source Tab

Properties / Buttons Description

Variable Name Variable for which you want to obtain and/or modify the value of a Java

pro

perty.

Vari a bl e F ie l d (Display only) Name of the selected variable.

Type (Display only) Type of selected v

ariable.

Browse the Class Members defined for the class assig

ned to this variable.

To view the different members of the class in the Browse the Class

disp

lay box, click the plus sign (+) in this box.

Destination Tab (Set/Get Java Property Step)

Use the Destination tab of the Set/Get Java Property customizer window to select the variable or a field

to receive the value of the source variable.

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Figure 2-174 Set/Get Java Property Customizer Window—Destination Tab

Table 2-155 describes the properties of the Destination ab of the Set/Get Java Property customizer

window.

Ta b l e 2-155 Set/Get Java Property Properties—Destination Tab

Properties / Buttons Description

Variable Name Variable that stores the value of the specified Java property.

Vari a bl e F ie l d (Display only) Name of the selected variable.

Type (Display only) Type of selected v

ariable.

Browse the Class Members defined for the class assig

ned to this variable.

To view the different members of the class in the Browse the Class

disp

lay box, click the plus sign (+) in this box.

Context Service Steps

Context Service is a cloud-based storage service that provides a repository for customer journey data. It

enables Cisco Contact Center customers to deliver a seamless omnichannel experience with an

out-of-the-box integration from Cisco Customer Collaboration products and APIs for 3rd party

integration.

Note Reactive debugging in the production mode will expose all incoming data to the script debugger.

This section contains the following topics:

• Lookup Customers Step

• Get Customer Info Step

• Create POD Step

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• Update POD Step

• Retrieve PODs Step

• Get POD Info Step

Figure 2-175 shows the steps in the Context Service palette as they appear in the Palette pane of the

Cisco Unified CCX Editor.

Figure 2-175 Context Service Palette Steps

Lookup Customers Step

Use the Lookup Customers step to lookup a particular customer.

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Figure 2-176 Lookup Customers Customizer Window

Table 2-156 describes the properties of the Lookup Customers customizer window.

Ta b l e 2-156 Lookup Customers Properties

Property Description

Search Parameters There are two search parameters, Keys and

ria b l es

A Ke

yis the field in the customer data that you

want to search.

A Ke

y is of type String value.

A Va

riable is a string variable that contains the

actual key value that you want to search.

You can have multiple key-variable pairs in the

arch parameters.

Match Criteria To lookup a customer, select All or Any op

tion to

select the matching criteria. This controls how the

search parameters are used to lookup customers.

If All is selected only those customers which

match all the specified search criteria are

returned. If Any is selected, only those customers

which match at least one of the specified search

criteria are returned.

Result Customers The array of customers matching the search

iteria.

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The Lookup Customers step has three possible outcomes:

• Success - when the lookup succeeds and zero or more customer objects are returned.

• Failure - when the lookup failed

• Timeout - when the connection to the context service cloud service times out. A script can retry this

step after some time delay.

Get Customer Info Step

Use the Get Customer Info step to extract information from a Customer particular type of object and

store it in script variables to make this information about the customer available to subsequent steps in

the script.

Figure 2-177 Get Customer Info Customizer Window

Ta b l e 2-157 describes the properties of the Get Customer Info customizer window.

Ta b l e 2-157 Get Customer Info Properties

Property Description

Customer The Customer object from which to extract

inf

ormation.

Customer Details Required information to be added for getting the

stomer info.

Add/Modify Add a new Customer field and variable/Modify an

xisting Customer field and/or variable.

Delete Deletes an existing Customer field and variable.

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Create POD Step

Use the Create POD step to create a POD with the given information.

Note Every POD will have a default field, Context_POD_Source_Phone, associated with it. It will contain

the customer phone number. Users have the privilege to override this field.

Figure 2-178 Create POD Customizer Window

Table 2-158 describes the properties of the Create POD customizer window.

Ta b l e 2-158 Create POD Properties

Property Description

POD POD Object variable.

Customer Customer to be associated for POD being created.

Fieldsets These are Comma separated strings in the format

aa.bbb.ccc and define the valid POD names that

will be specified in POD Details.

POD Details Required information for crea

ting a new POD.

Result POD POD created.

Add/Modify Add a new POD field and Value / Modify an

xisting POD field and/or value.

Delete Deletes an existing POD field.

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Update POD Step

Use the Update POD step to update the POD data, either by adding a new POD field/value, modifying

an existing POD field and/or value, or deleting an existing POD field.

Figure 2-179 Update POD Customizer Window

Table 2-159 describes the properties of the Update POD customizer window.

Ta b l e 2-159 Update POD Properties

Property Description

POD POD Object variable.

Fieldsets These are Comma separated strings in the format

aa.bbb.ccc and define the valid POD names that

will be specified in POD Details.

POD Details The existing POD detail as Name Value pair.

Add/Modify Add a new POD field and value/Modify an

xisting POD field and/or value.

Delete Deletes an existing POD field.

Retrieve PODs Step

Use the Retrieve PODs step to retrieve POD detail.

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Figure 2-180 Retrieve PODs Customizer Window

Table 2-160 describes the properties of the Retrieve PODs customizer window.

Ta b l e 2-160 Retrieve PODs Properties

Property Description

POD Customer variable.

Customer Customer being associated with POD(s) retrieval.

Number of PODs Required number of POD(s) to be entered for

retrie

val.

Result PODs POD(s) retrieved.

Get POD Info Step

Use the Get POD Info step to get information about the POD.

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Figure 2-181 Get POD Info Customizer Window

Table 2-161 describes the properties of the Get POD Info customizer window.

Ta b l e 2-161 Get POD Info Properties

Property Description

POD POD Object variable.

POD Details The existing POD data as Name Value pair.

Add/Modify Add a new POD field and variable/Modify an

xisting POD field and/or variable.

Delete Deletes an existing POD field and variable.

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INDEX

Accept step

about 2-34

ACD palette 2-198

steps 2-199

adding

variables or expressions to map 2-6

Agent states

name changes in CRS 4.x 2-209

Annotate step

about 2-3

ASR

and conditional expression 2-35

and media steps 2-87

and voiceXML support 2-131

Get Digit String step 2-100

variable 2-36

vendor list validation 2-87

Attach To eMail step

about 2-61

Authenticate User step

about 2-144

authenticating users 2-145

Cache Document step

about 2-172

caching a document 2-173

Call Consult Transfer step

about 2-40

Call Control palette 2-39

steps 2-40

Call Hold step

about 2-41

calling a subflow 2-5

Call Redirect step

about 2-42

calls

dequeuing 2-201

call-specific information

accessing 2-46

Call Subflow step

about 2-3

General tab 2-4

Input Mapping tab 2-6

Output Parameter Mapping tab 2-7

Call Unhold step

about 2-44

call variables 2-55

Character generator type 2-155

class to object

assigning 2-221

Connect step

about 2-199

constructor for Java class

choosing 2-222

contact

about 2-34

triggering 2-23

contact information

getting 2-36

modifying 2-38

Contact palette 2-34

steps 2-34

Index

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contact trigger

for Extended Get Digit String step 2-94

for Extended Play Prompt step 2-98

for Get Digit String step 2-102

for Implicit Confirmation step 2-106

for Menu step 2-109

for Play Prompt step 2-119

cookie, definition 2-72

Country generator type 2-158

Create Conditional Prompt step

about 2-149

Create Container Prompt step

description 2-150

Create CSQ Prompt step

about 2-201

Create eMail step

about 2-63

Create File Document step

about 2-173

Create Generated Prompt step

about 2-153

Create Java Object step

about 2-219

Class Assignment tab 2-221

Class Information tab 2-221

Create Language Grammar step

about 2-164

Create Language Prompt step

about 2-159

Create Menu Grammar step

about 2-165

Create Remote Java Object step

about 2-218

Create TTS Prompt step

about 2-160

Create URL Document step

about 2-174

Create XML Document step

about 2-177

creating script logic for a case 2-20

Credit Card Number generator type 2-159

Currency generator type 2-157

data

viewing 2-192

database

defining SQL query 2-189

releasing resources 2-195

testing updates 2-198

updating 2-195

viewing 2-192

Database palette 2-189

steps 2-189

Date generator type 2-156

Day of Week step

about 2-8

DB Get step

about 2-189

Field Selection tab 2-191, 2-194

General tab 2-190

DB Read step

about 2-192

DB Release step 2-195

about 2-195

DB Resource Name and database to update

identifying 2-196

DB Resource Name and Data Source Name 2-193

specifying 2-191

DB Write step

about 2-195

General tab 2-196

SQL tab 2-197

Test tab 2-197

debugging subflow 2-4

Decrement step

about 2-9

Index

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defining SQL update, delete, insert statements 2-197

delaying script processing 2-10

Delay step

about 2-9

Dequeue step

about 2-201

Digit File Grammar Format 2-170

Document palette 2-170

steps 2-171

document to document variable

mapping 2-177

document to send

specifying 2-82

document variable

defining 2-174

document variable with URL

creating 2-176

document variable with XML data

specifying 2-179

DTMF

and media steps 2-87

dynamic browser output

generating 2-77

eMail Contact palette 2-60

steps 2-60

e-mail message

attaching document to 2-62

creating 2-64

sending 2-65

e-mail sequence 2-60

ending an application 2-39

End step

about 2-10

Execute Java Method step

about 2-222

Explore Class Information tab 2-224

Explore tab 2-223

expanded call variables 2-57

expected wait time calculation, definition 2-202

Explicit Confirmation step

about 2-88

Filter tab 2-91

General tab 2-89

Input tab 2-90

Prompts tab 2-89

Extended Get Digit String step

about 2-92

DTMF Control tab 2-97

Filter tab 2-97

General tab 2-93

Input tab 2-95

Prompt tab 2-94

Extended Play Prompt step

about 2-98

General tab 2-98

Input tab 2-100

Prompt tab 2-99

fields and variables

identifying 2-192

file name and document variable

specifying 2-184

flush input buffer property

Extended Play Prompt step 2-100

Play Prompt step 2-121

General palette 2-1

steps 2-2

Generic Recognition step

about 2-135

Get Call Contact Info step

Index

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about 2-45

Get Contact Info step

about 2-35

Get Digit String step

about 2-100

Filter tab 2-105

General tab 2-101

Input tab 2-103

Prompt tab 2-102

Get Enterprise Call Info step

about 2-47, 2-55

Expanded Call Variables tab 2-49

General tab 2-48

Get Http Contact Info step

about 2-66

CGI Variables tab 2-73

Cookies tab 2-72

General tab 2-67

Headers tab 2-68

Parameters tab 2-70

Get Recognition Interpretation step

about 2-142

Get Recognition Result Info step

about 2-141

Get Reporting Statistic

behavior change in CRS4.x 2-209

Get Reporting Statistic step 2-202

about 2-202

Get Session Info step

about 2-28

Context tab 2-30

General tab 2-29

Get Session step

about 2-28

Get Trigger Info step

about 2-23

Get User Info step

about 2-146

Get User step

about 2-145

Get XML Document step

about 2-178

Goto step

about 2-11

grammar

Digit file format 2-170

expressions 2-169

formats and rules 2-167

GSL file format 2-169

proving for menus 2-166

uploading 2-167

grammar formats and rules

multi-rule files in VoiceXML 2-132

Grammar palette 2-162

steps 2-163

grammar set

selecting 2-164

GSL File Grammar Format 2-169

Http Contact Environment Variables 2-74

Http Contact palette 2-65

steps 2-65

Http Forward step

about 2-75

Http Include step

about 2-78

Http Redirect step

about 2-80

HTTP Request Headers 2-68

ICM

call variables 2-55

expanded call variables 2-57

palette steps 2-216

Index

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predefined call variables 2-58

requesting routing location 2-211

If step 2-12

Implicit Confirmation step

about 2-105

Increment step

about 2-12

Interruptibility in Media steps 2-88

Java object

creating representing remote object 2-219

JAVA palette

steps 2-218

Keyword Transform Document step

about 2-180

Label step

about 2-13

Language generator type 2-158

local variables

maping to keywords 2-181

mapping identifiers

adding and removing 2-31

mapping local variables

to cookies 2-85

to environment variables 2-74

to HTTP header 2-69

to specific parameter 2-71

Media palette 2-87

steps 2-87

Media step

interruptibility 2-88

Menu step

about 2-108

Filter tab 2-112

General tab 2-108

Input tab 2-111

Prompt tab 2-109

method to execute on variable

choosing 2-225

Multi-rule grammars n VoiceXML 2-132

Music On Hold (MOH) 2-42

Name to User step

about 2-112

Filter tab 2-117

General tab 2-114

Input tab 2-116

Prompt tab 2-115

Number generator type 2-155

On Exception Clear step

about 2-13

On Exception Goto step

about 2-14

Ordinal generator type 2-157

outbound calls

placing 2-52

out-pulsed DTMF digits to caller

configuring 2-126

peripheral variables 2-55

Index

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Place Call step

about 2-51

playing back text as speech 2-161

Play Prompt step

about 2-118

General tab 2-118

Input tab 2-121

Prompt tab 2-119

predefined call variables 2-58

prompt

creating concatenated, escalating, random 2-152

creating conditional 2-150

generating phrases 2-154

inputing for different languages 2-159

properties for Extended Get Digit String step 2-95

properties for Extended Play Prompt step 2-99

properties for Get Digit String step 2-103

properties for Recording step 2-123

specifying 2-90

Prompt palette 2-149

steps 2-149

prompt properties

Menu step 2-110

Name to User step 2-116

Play Prompt step 2-119

Simple Recognition step 2-128

query, defining 2-189

queuing call

by CSQ 2-213

for a specific agent 2-213

real-time information

acces to 2-202

recording options

setting 2-122

Recording step

about 2-121

Filter tab 2-125

General tab 2-122

Input tab 2-124

Prompt tab 2-122

redirecting a call 2-43

redirecting browser 2-81

requesting from ICM 2-211

Request Route step

about 2-211

responding to exceptions 2-14

Result User variable

specifying 2-115

routing location 2-211

script branching by

day of week 2-8

expression evaluation 2-20

time of day 2-22

True/False condition 2-12

script variable

storing enterprise server field in 2-213

Select Resource step

about 2-213

Send Digit String step

about 2-125

Send eMail step

about 2-64

Send Http Response step

about 2-81

session attributes and values

adding 2-33

session attributes and variables

adding 2-30

session events 2-27

Index

IN-7

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

session information

getting 2-28

setting 2-29

Session Mapping step

about 2-31

Session palette 2-26

steps 2-27

Set/Get Java Property step

about 2-225

Destination tab 2-226

Source tab 2-226

Set Contact Info step

about 2-37

Set Enterprise Call Info step

about 2-52

Expanded Call Variables tab 2-55

Set Http Contact Info step

about 2-82

Cookies tab 2-85

General tab 2-83

Headers tab 2-84

Set ICM Result step

about 2-216

Set Priority step

about 2-214

Set Session Info step

about 2-31

Context tab 2-33

General tab 2-32

Set step

about 2-19

setting

call priority 2-215

variable value 2-19

VRU script request message value 2-217

Set User Info step

about 2-148

simple recognition

configuring 2-128

Simple Recognition step

about 2-126

Filter tab 2-130

General tab 2-127

Input tab 2-129

Prompt tab 2-128

specifying contact trigger

for Explicit Confirmation step 2-89

for Set Http Contact step 2-83

Spelling generator type 2-155

SQL

query 2-189

query closing 2-195

testing command string 2-198

testing updates 2-198

updating database 2-195

viewing data 2-192

SQL SELECT statement

defining 2-194

SRGS Grammar Format 2-167

Start step

about 2-3

Switch step 2-20

about 2-20

Telephone Number generator type 2-158

Terminate step

about 2-39

Time generator type 2-156

Time of Day step 2-22

about 2-22

transferring calls 2-42

trigger contact information

gettiing 2-67

triggering contact 2-23

TTS

and voiceXML support 2-131

Index

IN-8

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)

Create TTS prompt 2-149

vendor list validation 2-87

updating SQL database 2-195

Upgrading

Media steps and ICME 2-88

Upload Document step

about 2-182

Upload Grammar step

about 2-166

Upload Prompt step

about 2-161

user attributes

assigning

values to 2-148

making available to script 2-147

User palette 2-144

steps 2-144

variable property value

obtaining 2-226

variables

call 2-55

ICM call 2-58

ICM expanded call 2-57

variables to execute Java method

specifying 2-224

Voice Browser

configuring 2-132

Voice Browser step

<exit> attributes tab 2-133

about 2-131

General tab 2-132

Prompt tab 2-134

VoiceXML and grammar files 2-132

Write Document step

about 2-183

XSL transformations

applying 2-186

XSL Transform Document step

about 2-185