Cisco Unified Contact Center Express Getting Started With Scripts .
Cisco Unified Contact Center ExpressGetting Started with Scripts,Release 11.0(1)Cisco Unified Contact Center Express Scripting and Development Series: Volume 1-3First Published: August 27, 2015Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000800 553-NETS (6387)Fax: 408 527-0883Text Part Number:
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CONTENTSPreface iAudienceiiOrganizationiiRelated DocumentationGlossaryvviConventionsviiObtaining Documentation, Obtaining Support, and SecurityGuidelines viiiDocumentation FeedbackCHAPTER1viiiInstalling and Starting the Cisco Unified CCX Editor 1-1Starting the Cisco Unified CCX Editor 1-1Prerequisites for a Separate Installation 1-3Downloading the Cisco Unified CCX Editor for a SeparateInstallation 1-3Installing the Cisco Unified CCX Editor 1-4CHAPTER2How To Use the Cisco Unified CCX Editor 2-1About the Cisco Unified CCX Editor 2-2An Example Cisco Unified CCX Editor Window 2-2Cisco Unified CCX Editor Window with a Sample Script 2-4About the Cisco Unified CCX Editor Status Bar 2-5Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)i
ContentsMenu Bar Function Descriptions 2-7The File Menu 2-8The Edit Menu 2-9The Tools Menu 2-10The Debug Menu 2-10The Window Menu 2-11The Settings Menu 2-11The Help Menu 2-15Tool Bar Function Descriptions 2-16About the Cisco Unified CCX Editor Step Palettes 2-18The Editor Palettes Available in Each Cisco Unified CCXProduct 2-19The Steps in Each Cisco Unified CCX Editor Palette 2-21How To Use the Cisco Unified CCX Editor Palettes 2-24How to Create and Customize a Cisco Unified CCX Editor Script 2-25Creating a Script 2-25Customizing a Step 2-28Defining, Using, and Updating Script Variables 2-31How to Reorganize the Display of Script Variables in the Editor 2-32How To Define Local Script Variables in the Cisco Unified CCXEditor 2-32How To Map a Script Variable to a Subscript Variable 2-34Using Enterprise Expanded Call Context (ECC) Variables 2-35How To Define ECC Variables in the Cisco Unified CCXEditor 2-35The Types of Local Variables Available in the Cisco Unified CCXEditor 2-37How and Why To Export Variables 2-43How and When To Configure the Encoding and Decoding of VariableTypes 2-44Using Multiple Values in a Variable 2-47Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)ii
ContentsValidating and Debugging Your Script 2-48How to Validate Your Script 2-48How to Debug Your Script 2-48Using BreakPoints 2-48Using Reactive and Active Debugging 2-49Using Reactive Debugging 2-49Using Non-Reactive Debugging 2-52How To Handle Basic Script Errors 2-53Using the “Continue on Prompt Errors” Option 2-53Enabling the ”Continue On Prompt Errors“ Option 2-54Script Execution When Enabling the ”Continue On PromptErrors“ Option 2-55Script Execution When Disabling the ”Continue On PromptErrors“ Option 2-55Using Error Output Branches 2-55How and Why To Use the CRTP Protocol 2-56CRTP URI Protocol Syntax 2-57Example CRTP URI Specifications 2-61How To Use Cisco Unified CCX Script Templates 2-63The Script Templates Installed with the Cisco Unified CCXEditor 2-63How do I find the script templates installed with the CiscoUnified CCX Editor? 2-64Default Script Template Descriptions 2-65How to Create Your Own Script Template 2-67How to Create Your Own Script Template Directory 2-68Where Sample Prompts for Your Scripts Are Stored 2-68The Cisco Unified CCX Edition Script Web Repository 2-69The Cisco Unified CCX Script Web Repository Location 2-69How do I add my favorite Cisco Unified CCX script to the Webrepository? 2-70Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)iii
ContentsObtaining Technical Assistance 2-70CHAPTER3Using Expressions and the Expression Editor 3-1How to Access the Cisco Unified CCX Expression Editor 3-1How to Use the Expression Editor 3-2How To Enter Expressions in the Expression Editor 3-2About the Expression Editor Toolbar 3-4Toolbar Tabs 3-5A Pop-Up Menu 3-7Showing or Hiding the Expression Editor Toolbar 3-8About the Expression Editor Syntax Buttons 3-9About Expression and Java Licensing 3-9CHAPTER4Localizing Cisco Unified CCX Scripts 4-1Installing Language Groups 4-1When Do You Need a Language Group? 4-2Changing a Cisco Unified CCX Installed Language 4-4Language Restrictions 4-4Creating a Custom Country-Specific Language 4-4Using VXML to Implement a Language Not Available in Cisco UnifiedCCX 4-5CHAPTER5Advanced Scripting Techniques 5-1Managing Contacts in Your Scripts 5-1Managing Sessions in Your Scripts 5-3Using Mapping Identifiers 5-3Using Session Objects 5-4Using Grammars in Your Scripts 5-4Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)iv
ContentsAbout Grammars 5-5Grammar Search Algorithm 5-6File Grammar Formats 5-7The SRGS File Grammar Format 5-7The Digit File Grammar Format 5-7The GSL File Grammar Format (deprecated) 5-8Automatic Conversion 5-8Passing Grammars to Steps 5-9Grammar Template 5-9Compound Grammar 5-10Compound Grammar Indexing 5-10Using Prompts in your Scripts 5-11About Prompts 5-11Prompt Types You Can Create 5-13The Prompt Search Algorithm 5-13About Prompt Templates 5-14How To Create or Customize a Prompt 5-15Recording the Welcome Prompt 5-15Configuring the Welcome Prompt 5-16Uploading a Spoken Name 5-18Advanced Error Handling 5-18Using the On Exception Goto Step 5-19Using Default Scripts 5-19About Script Interruption 5-22Using Different Media in your Scripts 5-24About Media 5-25Media-Less Calls 5-25Media Neutrality 5-26Media Steps 5-26Name To User Step 5-27Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)v
ContentsRecording Step 5-27Explicit Confirmation Step 5-27Implicit Confirmation Step 5-28Simple Recognition Step 5-28Using a Voice Browser in Your Scripts 5-28Understanding VoiceXML 5-29Voice Browser Architecture 5-30Voice Browser Development Tools 5-32A Script for Incrementing the Current Date 5-34A Script Example Showing Timeout or Retry Logic 5-35CHAPTER6The Basic Cisco Unified CCX Script 6-1The Example Cisco Unified CCX Basic Script Template 6-2The Start Step (Creating a Script) 6-2Script Variables for icd.aef 6-3The Accept Step 6-5The Play Prompt Step 6-6The Select Resource Step 6-7The Connected Output Branch 6-10The Queued Output Branch 6-10The Label Step 6-10The Play Prompt Step 6-11The Delay Step 6-12The Goto Step 6-14The End Step 6-14CHAPTER7Designing a Basic Script 7-1An Example Basic Script 7-2Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)vi
ContentsThe Start Step (Creating a Script) 7-4SNU Script Template Variables 7-4The Accept Step 7-7The Play Prompt Step 7-8The Label Step (GetUser) 7-11The Name To User Step 7-11The Successful Output Branch 7-14The Get User Info Step 7-16The If Step 7-17The Label Step (GetPin) 7-23The Timeout Output Branch 7-24The Unsuccessful Output Branch 7-25The Get Digit String Step 7-25Configuring the Get Digit String Step 7-26The Successful Output Branch 7-28The Timeout Output Branch 7-28The True Output Branch 7-30The False Output Branch 7-31The Unsuccessful Output Branch 7-31The Authenticate User Step 7-32The Success Output Branch 7-33The Unsuccessful Output Branch 7-35The True Output Branch 7-36The False Output Branch 7-36The Recording Step 7-37The Successful Output Branch 7-39The Unsuccessful Output Branch 7-39The Menu Step 7-40The Key 1 Output Branch 7-42Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)vii
ContentsThe Key 2 Output Branch 7-44The True Output Branch 7-45The False Output Branch 7-45The Timeout and Unsuccessful Output Branches 7-46The Closing Steps of the SNU.aef Script 7-47The Set Contact Info Step 7-48The Set Step 7-49.The Play Prompt Step 7-49The Terminate Step 7-49.The End Step 7-49CHAPTER8Working with Multiple Contacts 8-1An Example Script Template with Multiple Contacts 8-2The Start Step (Creating a Script) 8-3Script Variables for broadcast.aef 8-4The Annotate Step 8-6The Accept Step 8-7The Get Contact Info Step 8-8The Recording Step 8-8The Successful Output Branch 8-10The Unsuccessful Output Branch 8-10The Play Prompt Step 8-11The Terminate Step 8-11The End Step 8-11The Play Prompt Step 8-11The Set numbersToCall Step 8-12The Call Subflow Step 8-13The Set numCalls Step 8-15Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)viii
ContentsThe Label Step (Call Loop) 8-15The If Step 8-15If True Output Branch 8-16If False Output Branch 8-17The Set Steps 8-17The First Set Step 8-17The Second Set Step 8-18The Play Prompt Step 8-19The Call Hold Step 8-20The Place Call Step 8-21The Successful Output Branch 8-24The On Exception Goto Step 8-24The Set Contact Info Step 8-24The Play Prompt Step 8-25The Terminate Step 8-25The Set Contact Info Set 8-25The Label Step (LABEL0) 8-25The On Exception Goto Step (Clear Exception) 8-25The Call Unhold Step 8-26The Play Prompt Step 8-26The Other Output Branches 8-26The Increment Step (i) 8-27The Goto Step (Call Loop) 8-27The Terminate Step 8-27The Set Contact Info Step 8-27The End Step 8-28CHAPTER9Designing a Web-Enabled Script 9-1An Example Web-Enabled Script Template 9-1Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)ix
ContentsCreating Server Script Web Pages 9-3Creating a Static Web Page 9-3Creating a Dynamic Web Page 9-4Creating the hello.aef Script 9-5The Start Step 9-5Web-enabled Script Variables 9-6The Get Http Contact Info Step 9-8The Create File Document Step 9-10The Keyword Transform Document Step 9-11The Send Http Response Step 9-14The End Step 9-16Managing the hello.aef Script 9-16Uploading the hello.aef Script 9-17Creating the Application for hello.aef Script 9-17Creating the HTTP Trigger 9-17Testing the script 9-18CHAPTER10Designing a Web-Enabled Client Script 10-1Example Web-Enabled Client Script Template 10-2Analyzing the Data Source 10-3Creating the getQuoteClient.aef Script 10-4The Start Step (Creating a Script) 10-5Defining the Client Script Variables 10-5The Accept Step 10-6The Create URL Document Step 10-7The Create XML Document Step 10-8The Get XML Document Data Step 10-10The Create Generated Prompt Step 10-12Create Container Prompt Step 10-15Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)x
ContentsThe Play Prompt Step 10-17The Terminate Step 10-18The End Step 10-18CHAPTER11Designing a Database Script 11-1An Example Database Script Template 11-2The Start Step (Creating a Script) 11-3Database Script Variables 11-3The Accept Step 11-5The Play Prompt Step 11-5The DB Read Step 11-6The Successful Output Branch 11-8The Connection Not Available Output Branch 11-9The SQL Error Output Branch 11-9The Label Step (Physician Loop) 11-9The DB Get Step 11-9The Successful Output Branch 11-11The Play Prompt Step 11-12The Goto Step (Physician Loop) 11-13The No Data Output Branch 11-13The DB Write Step 11-13The DB Release Step 11-16The Terminate Step 11-16The End Step 11-17The SQL Error Output Branch 11-17The End Step 11-17CHAPTER12Designing a Cisco Unified IP IVR Script 12-1The Sample AutoAttendant (aa.aef) Script Template 12-2Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xi
ContentsThe Start Step (Creating a Script) 12-5The aa.aef Script Variables 12-6The Getting the Contact Information and Setting Up the Prompts 12-10Accept 12-10Get Contact Info 12-11The First Create Conditional Prompt Step 12-12The Second Create Conditional Prompt Step 12-13The First Create Container Prompt Step 12-14The Third Create Conditional Prompt Step 12-16The Play Prompt Step 12-16The Label Step (MainMenu) 12-18Determining if the System is ASR Enabled 12-19If ASR 12-19The True Output Branch 12-20The False Output Branch 12-20The Switch Step 12-21Creating and Setting an Error Message Prompt 12-22The Second Create Container Prompt Step 12-23The Set Step 12-23Recognizing Input 12-24The DialByExtn Output Branch of the Simple Recognition Step 12-27The Label Step 12-28The Create Container Prompt Step 12-28The Set Step 12-29The Get Digit String Step 12-29The Successful Output Branch (of Get Digit String) 12-30Transferring the Call if Recognition Is Successful 12-32The True Recognition Branch 12-32Setting the Retry Message 12-32Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xii
ContentsConfiguring the Number of Retries 12-33The Retry Branch 12-33The False Recognition Branch 12-34Confirming the Caller Input 12-35Localizing the Prompt Language 12-36Completing the Input Confirmation 12-38The Caller Does Not Give Confirmation 12-39Configuring the Retries 12-39The Caller With Retries Gives Confirmation 12-40The Play Prompt Step 12-40The Increment Step 12-40The Caller Does Not Give Confirmation 12-41The Extension is Confirmed as Correct 12-41Transferring the Call 12-41Successfully Transferring the Call 12-42The Set Contact Info Step 12-43The End Step 12-43Receiving a Busy Signal 12-43Registering an Invalid Transfer Extension 12-44Unsuccessfully Transferring the Call 12-44The If Step 12-45The True Output Branch 12-45The False Output Branch 12-46The DialByName Output Branch of the Simple Recognition Step 12-46The Label Step 12-47The Create Container Prompt Step 12-48The Set Step 12-48The Name To User Step 12-48The Successfully Receiving Caller Input 12-51The Get User Info Step 12-53Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xiii
ContentsThe If Step 12-54The Implicit Confirmation Step 12-54The No Output Branch of the Simple Recognition Step 12-55Get User Info Step 12-57The First Create Generated Prompt Step 12-57The Second Create Generated Prompt Step 12-58The First Create Conditional Prompt Step 12-59The If Step 12-60True Branch—Create Language Prompt 12-60False Branch—Set Prompt 12-61The Create Container Prompt Step 12-61The Set Step 12-62The Explicit Confirmation Step 12-62The If Step 12-65The True Output Branch 12-65The False Output Branch 12-66The Yes Output Branch 12-66The Label Step 12-68The First If Step 12-68The Call Redirect Step 12-69The Successful Output Branch 12-69The Busy Output Branch 12-70The Invalid Output Branch 12-71The Unsuccessful Output Branch 12-71The Second If Step 12-72The Operator Output Branch of the Simple Recognition Step 12-73The Label Step (Xfer Operator) 12-74The Call Redirect Step 12-75The Successful Output Branch 12-75The Busy Output Branch 12-76Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xiv
ContentsThe Invalid Output Branch 12-76The Unsuccessful Output Branch 12-77The If Step 12-77The True Output Branch 12-78The False Output Branch 12-78The Concluding Steps of the Script 12-78The Play Prompt Step 12-79The Call Redirect Step 12-80The If Step 12-81The Play Prompt Step 12-81The Terminate Step 12-81The End Step 12-81CHAPTER13Designing Contact-Neutral Scripts 13-1An Example Contact Neutral (Phone or HTTP) Script Template 13-2The Start Step (Creating a Script) 13-3Contact-Neutral Script Variables 13-4The Accept Step 13-7The Get Contact Info Step 13-7The Switch Step 13-8The HttpContact Output Branch of the Switch Step 13-10The Get Http Contact Info Step 13-11The Place Call Step 13-11The Successful Output Branch 13-13The Other Output Branches 13-17The CallContact Branch of the Switch Step 13-19The Get Trigger Info Step 13-20The Default Branch of the Switch Step 13-22The End Step 13-22Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xv
ContentsCHAPTER14Designing a Script with Text-To-Speech (TTS) 14-1An Example Text-To-Speech (TTS) Script 14-2The Start Step (Creating a Script) 14-3TTS Script Variables 14-3The Accept Step 14-4The Set Contact Info Step 14-4The First Create TTS Prompt Step 14-5The Play Prompt Step 14-7The Create File Document Step 14-8The Second Create TTS Prompt Step 14-9The Annotate Step 14-10The Menu Step 14-11The Terminate Step 14-15The End Step 14-15CHAPTER15Designing Cisco Unified CCX VoiceXML Applications 15-1Understanding the Terminology 15-2A Prerequisite and a Recommendation 15-3Updating CRS 3.x VoiceXML Applications 15-3Converting Documents from VoiceXML 1.0 to VoiceXML 2.0 15-3Converting VoiceXML CRS 3.x Scripts to CRS 4.x Scripts 15-4Converting VoiceXML CRS 3.x or 4.x Scripts to CRS 5.xScripts 15-5Designing Cisco Unified CCX VoiceXML Applications 15-6Creating VoiceXML Documents 15-6Related Documentation 15-7A Sample VoiceXML Document 15-8Using Document Type Definitions 15-9Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xvi
ContentsUsing SRGS Grammar Expressions 15-10Using Speech Recognition Input 15-10Using DTMF Input 15-11Using DTMF for Menu Navigation 15-12Receiving Digit String Input 15-13Using DTMF Grammar 15-14Using Text to Speech Output 15-15Understanding Provider Fallback for TTS 15-15Understanding Where TTS Prompts are Played 15-16Understanding Gender Fallback for MRCP TTS 15-17Using The CRTP Protocol 15-18Using the Voice Browser Cache 15-18Creating Cisco Unified CCX Scripts that Run VoiceXMLDocuments 15-20Related Documentation 15-20A Sample Voicebrower.aef Script 15-20Creating a Script that Runs a VoiceXML Document 15-22Step 1: The Start Step (Creating a Script) 15-22Step 2: Create Two Voicebrowser Script Variables 15-23Step 2: Enter the Start Step 15-23Step 3: Enter the Accept Step 15-24Step 4: Enter the Create URL Document Step 15-24Step 5: Enter the Voice Browser Step 15-25Step 6: Enter the Terminate Step 15-28Step 7: Enter The End Step 15-28Specifying TTS Providers in a Cisco Unified CCX Script 15-28Designing International Cisco Unified CCX VoiceXMLApplications 15-29Cisco Unified CCX VoiceXML Application Troubleshooting Tips 15-32Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xvii
ContentsCHAPTER16Designing Scripts for Cisco Unified IP IVR 16-1The Service Control Interface 16-1Call Variables 16-3Using Call Variables 16-3Using Expanded Call Variables 16-3Using Error Variables 16-4Using the Parameter Separator 16-4Configuring Encoding and Decoding Types 16-5ICM Script Types 16-7Initial Scripts 16-8Default Scripts 16-8VRU Scripts 16-9Sample VRU Script Templates 16-10Basic Queuing (BasicQ.aef) 16-10Visible Queuing (VisibleQ.aef) 16-11Collect Digits (CollectDigits.aef) 16-12CHAPTER17Designing Cisco Unified CCX Scripts 17-1A Sample Cisco Unified CCX Script Template 17-2The Start Step (Creating a Script) 17-2Cisco Unified CCX Script Variables 17-3The Accept Step 17-6The Get Contact Info Step 17-6The Get Session Info Step 17-6The If Steps 17-7The First If Step 17-9The Second If Step 17-9The Third If Step 17-9The Fourth If Step 17-10Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xviii
ContentsThe Play Prompt Step 17-11The Get Digit String Step 17-11The Session Steps 17-14Choosing a Language 17-21Recording a Name 17-24The Select Resource Step 17-26The Connected Output Branch 17-28The Queued Output Branch 17-30Using Default Scripts 17-32Variables for a Default Cisco Unified CCX Script 17-32Writing a Default Script 17-34CHAPTER18Designing Cisco Unified Gateway Scripts 18-1Scripting on a Cisco Unified Gateway System 18-2Using Variables 18-3Defining Local Cisco Unified CCX Script Variables 18-3Using Cisco Pre-Defined Enterprise Call Variables 18-4Using Enterprise Expanded Call Context (ECC) Variables 18-5Defining ECC Variables in the Cisco FinesseAdministration 18-5Defining ECC Variables in the Cisco Unified CCX Editor 18-5Configuring ECC Variables in a Cisco Unified CCX Script 18-7Defining ECC Variables for a Post Call Treatment Script 18-7Using Variables Multiple Times 18-8Example Cisco Unified Gateway Post-Routing Scripts 18-9A Sample Cisco Unified CCX Script that Selects a CSQ 18-11Script Variables Used in the PostRouteSelectCSQ.aefScript 18-12Script Flow for the PostRouteSelectCSQ.aef Script 18-13A Sample Cisco Unified CCX Script that Selects an Agent 18-17Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xix
ContentsScript Variables Used in the PostRouteSelectAgent.aefScript 18-18Script Flow for the PostRouteSelectAgent.aef Script 18-19A Sample Cisco Unified CCX Script that Selects a Route Point 18-24Script Variables Used in the PostRouteSimple.aef Script 18-25Script Flow for the PostRouteSimple.aef Script 18-26A Summary Process for Defining Enterprise Variables 18-31CHAPTER19Designing a Generic Recognition Script 19-1About the Generic Recognition Steps 19-1N-Best Recognition and Multiple Interpretations 19-2N-Best Recognition 19-2Multiple Interpretations 19-3The Script Flow for a Generic Recognition Script 19-3An Example Grammar Used With Generic Recognition 19-4An Example Script Algorithm Used With Generic Recognition 19-5An Example Script, GenericRecoExample.aef 19-7Script Variables Used in the Example Generic RecognitionScript 19-8Getting a Collection of Results 19-9Getting All the Information for All the Results 19-12Getting Interpretations for Each Result and Prompting withEach 19-13CHAPTER20Uninstallation of Unified CCX Editor 20-1APPENDIXAA Sample VoiceXML Log File A-1A Brief Description of a VoiceXML Log File A-1Excerpts from the Sample VoiceXML Log File A-2Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xx
ContentsSample VoiceXML Log File Selection A-3APPENDIXBVoiceXML Implementation for Cisco Voice Browser B-1VoiceXML 2.0 Element Implementation B-2VoiceXML Properties Implementation B-10Standard Session Variables Implementation B-11Built-in Type Implementation B-12The value Data Format B-14I NDEXCisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xxi
ContentsCisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)xxii
PrefaceThe Cisco Unified Contact Center Express Scripting and Development Seriescontains three volumes and provides information about how to use the CiscoUnified Contact Center Express (Cisco Unified CCX) Editor to develop a widevariety of interactive scripts: Volume 1, Getting Started with Scripts (this book), provides an overview ofthe Cisco Unified CCX and the Cisco Unified CCX Editor web interface. Volume 2, Editor Step Reference, describes each individual step in the CiscoUnified CCX Editor palettes. Volume 3, Expression Language Reference, provides details on working withthe Cisco Unified CCX Expression EditorThe information in all three volumes is included in the Cisco Unified CCX StepEditor online help. This means by searching in one location, the Cisco UnifiedCCX Step Editor help, you should be able to find any information contained in allthree volumes.This book is Volume 1 and it describes how to: Install the Cisco Unified CCX Editor Navigate the Cisco Unified CCX Editor interface Make use of key features of the Cisco Unified CCX developmentenvironment Create scripts that perform a wide variety of tasksCisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)i
PrefaceNoteFor an overview of the Cisco Unified CCX, see the Cisco Unified Contact CenterExpress Administration Guide, which includes information about configuring theCisco Unified CallManager, the Cisco Unified CCX Server, and othersubsystems of the Cisco Unified CCX Engine.AudienceThe Cisco Unified Contact Center Express Getting Started with Scripts, Release11.0(1) is written for application developers who will use the Cisco UnifiedCCX Editor to create and modify Cisco Unified CCX scripts. This guide targetsdevelopers who have the IP telephony knowledge required to create usefulapplications and who also have some background in programming or scripting.While readers of this guide do not need experience or training with Java, suchtraining is useful to fully utilize the capabilities of the Cisco Unified CCX system.OrganizationThis guide contains the following chapters.ChapterTitleDescriptionChapter 1Installing and Starting the Describes how to install and start theCisco Unified CCX Editor Cisco Unified CCX Editor on yourcomputer.Chapter 2How To Use the CiscoUnified CCX EditorChapter 3Using Expressions and the Describes how to use the ExpressionEditor.Expression EditorChapter 4Localizing Cisco UnifiedCCX ScriptsProvides a high-level overview of theCisco Unified CCX Editor and itscomponents.Describes how to localize your CiscoUnified CCX scripts to use promptsin the language your customers use.Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)ii
PrefaceChapterTitleDescriptionChapter 5Advanced ScriptingTechniquesDescribes advanced features of theCisco Unified CCX developmentenvironment.Chapter 6Designing a Basic ScriptUses the sample script SNU.aef todemonstrate how to use CiscoUnified CCX Editor steps to design abasic script.Chapter 7The Basic Cisco UnifiedCCX ScriptUses the sample script icd.aef todemonstrate how to use CiscoUnified CCX Editor steps to providean Cisco Unified CCX solution toqueue calls and connect them toavailable resources.Chapter 8Working with MultipleContactsUses the sample script broadcast.aefto demonstrate how to use CiscoUnified CCX Editor steps to designscripts that handle multiple contactswithin the same script.This chapter also provides a goodexample of handling outbound callsand using subflows.Chapter 9Designing a Web-Enabled Demonstrates how to use CiscoUnified CCX Editor steps to createScriptscripts that take advantage of webserver applications.Chapter 10Designing a Web-Enabled Demonstrates how to use CiscoUnified CCX Editor steps to create aClient Scriptweb-enabled client script.Chapter 11Designing a DatabaseScriptDemonstrates how to use CiscoUnified CCX Editor steps to design asimple script that automaticallyprovides callers with access toinformation in a database.Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)iii
PrefaceChapterTitleDescriptionChapter 12Designing a Cisco Unified Uses the sample script aa.aef todemonstrate how to use CiscoIP IVR ScriptUnified CCX Editor steps to design abasic IVR script.This chapter also provides examplesdemonstrating how to design amulti-lingual and/or media-neutralscript.Chapter 13DesigningContact-Neutral ScriptsDemonstrates how to use CiscoUnified CCX Editor steps to create acontact-neutral script that acceptseither a phone call or an HTTPrequest as the triggering contact.Chapter 14Designing a Script withText-To-Speech (TTS)Uses the sample scriptTTSsample.aef to demonstrate howto use Cisco Unified CCX Editorsteps to design a script that takesadvantage of TTS capability.Chapter 15Designing Cisco UnifiedCCX VoiceXMLApplicationsContains information about CiscoUnified CCX support for VoiceXMLstandards and other informationuseful in developing applications thattake advantage ofVoiceXML-enabled web pages.Chapter 16Designing Scripts forCisco Unified IP IVRDemonstrates how to use CiscoUnified CCX Editor steps in theCisco Unified ICME palette todesign VRU scripts for use withCisco Unified IP IVR.Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)iv
PrefaceChapterTitleDescriptionChapter 17Designing Cisco UnifiedCCX ScriptsDemonstrates how to use CiscoUnified CCX Editor steps in theACD palette to design scripts for usewith Cisco Unified CCX.This chapter also demonstrates howto use Session steps for sessionmanagement and how to use a defaultscript.Chapter 18Designing Cisco UnifiedGateway ScriptsDescribes how to design CiscoUnified CCX scripts to interact withCisco Unified ICME scripts in anCisco Unified CCX systemintegrated with a Cisco UnifiedICME system through the CiscoUnified Gateway.Chapter 19Uninsta
Contents ii Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1) Menu Bar Function Descriptions 2-7 The File Menu 2-8 The Edit Menu 2-9 The Tools Menu 2-10 The Debug Menu 2-10 The Window Menu 2-11 The Settings Menu 2-11 The Help Menu 2-15 Tool Bar Function Descriptions 2-16 About the Cisco Unified CCX Editor Step Palettes 2-18
Cisco Unified Workspace Licensing (CUWL) Cisco Unity FAX Server : Cisco IP Communicator . Cisco Unified Application Server : Cisco Unified Media Engine . Cisco Unified Communications Manager Attendant Console : Cisco Unified Presence . Cisco Emergency Responder : Cisco Unified Personal Communicator . Cisco Unified IP Interactive Voice Response
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