Cisco Unified CCX Administration Guide, Release 9.0(1)
Cisco applications configuration
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Cisco applications configuration

The Unified CCX system uses applications to interact with contacts and perform a wide variety of functions, such as prompting callers for information, transferring calls, and providing information to callers.

To configure Unified CCX applications, you must complete the following tasks:

The following sections describe how to configure applications and make them available to the Unified CCX system.

About Unified CCX applications

The Unified CCX system uses applications to interact with contacts and perform a wide variety of functions.


Note


Unified CCX licenses you purchase and install determine the applications available on your system.


Unified CCX provides the following application types:

  • Script
  • Busy
  • Ring-No-Answer
  • Remote Monitoring

If Unified CCX is integrated with Unified ICME, you will also need to configure one or both of the following application types:

  • Unified ICME post-routing
  • Unified ICME translation-routing

    Note


    If you are not using Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) software, you do not need to configure Unified ICME post-routing and Unified ICME translation-routing applications. For information about these Unified ICME software features, see the Cisco Unified ICME Scripting and Media Routing Guide.


Related Information

Configure script applications

The Unified CCX script applications are applications based on scripts created in the Unified CCX Editor. These applications come with every Unified CCX system and execute scripts created in the Unified CCX Editor.

Use the Unified CCX Editor to create scripts that direct the Unified CCX system to automatically answer calls and other types of contacts, prompt callers for information, accept caller input, queue calls, distribute calls to available agents, place outbound calls, respond to HTTP requests, and send email messages.


Note


The Unified CCX system includes a number of sample scripts. For a description of these sample scripts, and for more information on creating scripts with the Unified CCX Editor, see the Cisco Unified CCX Scripting and Development Series: Volume 1, Getting Started with Scripts. In addition, a script repository is available at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​implementation_​design_​guides_​list.html. This repository provides some examples of scripting techniques that can leverage Unified CCX abilities.


Cisco script applications can make use of many components, such as scripts, pre-recorded prompts, grammars, languages, locales, and custom Java classes.


Tip


Upload these components to the repository before you configure a Cisco script application that uses them.


Depending on your particular Unified CCX implementation, you may need to perform most or all of the following tasks to configure a Cisco script application:

  1. Manage scripts. Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system.
  2. Manage prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Unified CCX system.
  3. Install grammars. The Unified CCX system uses specific grammars to recognize and respond to caller response to prompts. You must store these grammars in a directory to make them available to the Unified CCX system.
  4. Install customized Unified CCX languages. Language packs, such as American English, Canadian French, and so on, are installed with Unified CCX. You install language packs in a directory accessible by the Unified CCX system.
  5. Install Java files. In addition to the Java files automatically installed as part of the Unified CCX installation process, you can install your own custom classes and Java Archive (JAR) files to customize the performance of your Unified CCX system.
  6. Add a Cisco script application. Scripts created in the Unified CCX Editor are used as the basis for Cisco script applications.
  7. Add an application trigger. Triggers are specified signals that invoke application scripts in response to incoming contacts. After adding a new Cisco script application, you need to add a trigger so that this application can respond to telephone calls and HTTP requests.
Related References
Related Information

Add new Cisco script application

To add a new Cisco script application, complete the following steps.

Procedure
    Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management.

    The Application Management web page opens, displaying the details of any existing applications.

    Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.

    The Add a New Application web page opens

    Step 3   From the Application Type drop-down menu, choose Cisco Script Application and click Next.

    The Cisco Script Application configuration Web page opens.

    Step 4   Specify the following fields:

    Field

    Description

    Name

    A name for the application. This is a mandatory field.

    ID

    Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.

    Note   

    The Historical Reporting feature uses this ID to identify this application.

    Maximum Number Of Sessions

    The maximum amount of simultaneous sessions (instances) that the application can handle. This is a mandatory field.

    Note   

    The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

    Script

    Note   

    This field is available only for Cisco Script Application type. This is a mandatory field.

    Perform one of the following actions:

    • Choose a script from the drop-down list to run the application. If the script contains parameters, the parameters display below the Script drop-down menu. Each parameter has a check box, which enables you to override the default value for that parameter. If you want to override the value, check the check box for that parameter.
    Note   

    All scripts under the default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration web page.

    • Click Edit, enter the script name in the dialog box, and click OK. The User Prompt dialog box closes, and the name you entered appears in the Script field.
    Note   

    If you enter the script name as a file URL, enter the value with double backslashes (\\). For example, file://c:\\temp\\aa.aef

    Description

    Use the Tab key to automatically populate this field.

    Note   

    For the Busy and Ring-No-Answer application types, this field is only visible when you click Show More.

    Enabled

    Click the required radio button to accept (Yes = default) or reject (No)

    Note   

    For the Busy and Ring-No-Answer application types, this field is only visible when you click Show More.

    Default Script

    Note   

    This field is available only for Cisco Script Application type.

    The default script executes when an error occurs with the configured script application that causes it to abort.

    Perform one of the following actions:

    • Choose a script from the drop-down list to run the application. If a Default Script is not defined, the internal system default is executed.
    • Click Edit, specify a script in the dialog box that appears, and click OK.
    Step 5   Click Add.

    The Cisco Script Application page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the following message is displayed in the status bar on top:

    The operation has been executed successfully.

    Click Back to Application List icon or button to view the list of existing applications.

    Step 6   Add a trigger for the application.

    Related References

    Configure Busy application

    The Cisco Busy application comes with each Unified CCX system. This application returns a busy signal when a call reaches a Computer Telephony Interface (CTI) route point and the extension is busy.
    Before You Begin
    To configure the Busy application, you will need to perform the following tasks:
    • Add the Busy application.
    • Add a Unified CM Telephony trigger to the Busy application. The Busy application is activated when it is triggered by a Unified CM Telephony trigger. The Busy application does not support HTTP triggers.

    To configure the Unified CCX server with the Busy application, complete the following steps.

    Procedure
      Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management.

      The Application Management web page opens, displaying the details of existing applications, if any.

      Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.

      The Add a New Application web page opens

      Step 3   From the Application Type drop-down menu, choose Busy, and then click Next.

      The Busy Application Configuration web page appears.

      Step 4   Specify the following fields:

      Field

      Description

      Name

      A name for the application. This is a mandatory field.

      ID

      Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.

      Note   

      The Historical Reporting feature uses this ID to identify this application.

      Maximum Number Of Sessions

      The maximum amount of simultaneous sessions (instances) that the application can handle.

      Note   

      The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

      The following fields are displayed only on click of Show More button.

      Description

      Use the Tab key to automatically populate this field.

      Enabled

      Click the required radio button to accept - Yes (the default).

      Step 5   Click Add.

      The Busy web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the following message is displayed in the status bar on top:

      The operation has been executed successfully
      Step 6   Your next step is to add a trigger for the application.

      Configure Ring-No-Answer application

      The Cisco Ring-No-Answer application comes with each Unified CCX system. This application returns a ring tone signal when a call reaches a CTI route point.

      Before You Begin
      To configure the Ring-No-Answer application, you will need to perform the following tasks:
      • Add the Ring-No-Answer application.
      • Add a Unified CM Telephony trigger to the Ring-No-Answer application. The Ring-No-Answer application is activated when it is triggered by a Unified CM Telephony trigger.
      To configure the Unified CCX server with the Ring-No-Answer application, complete the following steps:
      Procedure
        Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management.

        The Application Management web page opens, displaying the details of existing applications, if any.

        Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.
        Step 3   From the Application Type drop-down menu, choose Ring-No-Answer, and then click Next.

        The Ring-No-Answer web page opens.

        Step 4   Specify the following fields.

        Field

        Description

        Name

        A name for the application. This is a mandatory field.

        ID

        Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.

        Note   

        The Historical Reporting feature uses this ID to identify this application.

        Maximum Number Of Sessions

        The maximum amount of simultaneous sessions (instances) that the application can handle. This is a mandatory field.

        Note   

        The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

        The following fields are displayed only on click of Show More button

        Description

        Use the Tab key to automatically populate this field.

        Enabled

        Click the required radio button to accept - Yes (the default).

        Step 5   Click Add.

        The Ring-No-Answer web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the following message is displayed in the status bar on top:

        The operation has been executed successfully
        Step 6   Your next step is to add a trigger for the application.

        Configure Unified ICME Post-routing application

        The Unified ICME Post-routing application comes with Unified IP IVR.

        These applications use the Unified CCX server as a queue point for Unified ICME. In Unified ICME post-routing, the Unified IP IVR system receives calls directly from Unified CM, which sends the call to the post-routing route point on the Unified CCX system.

        If you configure this route point to run an initial application, such as an application to welcome the caller and collect an account number, the Unified CCX system notifies the Unified ICME software about the call, and then waits for further instructions. If you do not configure an initial script, the Unified CCX system informs the Unified ICME software about the call, but takes no other action.

        After notification, the Unified ICME system runs a script, which can be composed of many different call-handling steps, including three commands that can be sent to the Unified CCX system:

        • Connect—This request is automatically sent by Unified ICME whenever an agent is available and the call can be connected to that agent.
        • Release—This request releases the call.
        • Run VRU Script—This request runs the VRU script.

          Note


          Before you can configure a Unified ICME post-routing application, you must first upload any VRU scripts that the application will need.


        Before You Begin
        To configure a Unified ICME post-routing application, you will need to perform the following tasks:
        • Add a Unified ICME post-routing application. In addition to configuring general information such as name and ID, you must specify the script on which the Unified ICME post-routing application is based.
        • Add a Unified CM Telephony trigger to the Unified ICME post-routing application. The Unified ICME post-routing application is invoked by a Unified CM Telephony trigger. The Unified ICME post-routing application does not support HTTP triggers.

        To configure the Unified CCX server with the post-routing application and to add a Unified CM Telephony trigger, complete the following steps:

        Procedure
          Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management.

          The Application Management web page opens displaying the details of existing applications, if any.

          Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.
          Step 3   From the Application Type drop-down menu, choose Unified ICME Post-Routing.

          The Unified ICME Post-Routing configuration web page opens.

          Step 4   Specify the following fields:

          Field

          Description

          Name

          A name for the application.

          Description

          Use the Tab key to automatically populate this field.

          ID

          Accept the automatically-generated ID, or enter a unique ID.

          This ID is the service identifier that will be reported with the call back to Unified ICME.

          Maximum Number Of Sessions

          The maximum amount of simultaneous sessions (instances) that the application can handle.

          Note   

          The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

          Enabled

          Click the required radio button to accept - Yes (the default).

          Timeout (in seconds)

          The maximum amount of time (in seconds) that the system will wait to invoke the application before rejecting a contact.

          Initial Script

          (Drop-down list) Choose a script to run when the Unified CCX receives a call.

          This script can be used to acquire initial digits from the caller and report the information to Unified ICME as part of the notification of the incoming call. This capability allows Unified ICME to correctly choose a Unified ICME script to serve the call.

          Default Script

          (Drop-down list) Choose a script to run to route a call to a default treatment in the event of a:

          • System error
          • Request by Unified ICME
          Step 5   Click Add.

          The Unified ICME Post-Routing web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the following message is displayed in the status bar on top:

          The operation has been executed successfully
          Step 6   Your next step is to add a trigger for the application.

          Configure Unified ICME Translation-routing application

          The Unified ICME Translation-routing application comes with Unified IP IVR. You must configure these applications when the Unified CCX server is used as a queue point for a Unified CCX solution in which calls are expected to be routed by the Unified ICME to the Unified CCX server.

          The call attributes will be reported as part of a configured translation-route on the Unified ICME.


          Note


          Before you can configure a Unified ICME translation-routing application, you must first upload any VRU scripts that the application will need.


          Before You Begin
          To configure the Unified ICME translation-routing application, you will need to perform the following tasks:
          • Add a Unified ICME translation-routing application. In addition to configuring general information such as name and ID, you must specify the script on which the Unified ICME translation-routing application is based.
          • Add a Unified CM Telephony trigger to the Unified ICME translation-routing application. The Unified ICME translation-routing application is invoked by a Unified CM Telephony trigger, and does not support HTTP triggers.

          To configure the Unified CCX server with a Unified ICME translation-routing application and to add a Unified CM Telephony trigger, complete the following steps:

          Procedure
            Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management.

            The Application Management web page opens, displaying the details of existing applications, if any.

            Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.

            The Add a New Application web page opens.

            Step 3   From the Application Type drop-down menu, choose Unified ICME Translation-Routing.

            The Unified ICME Translation-Routing configuration web page opens.

            Step 4   Specify the following fields:

            Field

            Description

            Name

            A name for the application.

            Description

            Use the Tab key to automatically populate this field.

            ID

            Accept the automatically-generated ID, or enter a unique ID.

            This field corresponds to the service identifier of the call reported to the Unified ICME and configured in the Unified ICME translation route.

            Maximum Number Of Sessions

            The maximum amount of simultaneous sessions (instances) that the application can handle.

            Note   

            The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

            Enabled

            Click the required radio button to accept - Yes (the default).

            Timeout (in seconds)

            The maximum amount of time (in seconds) that the system will wait to invoke the application before rejecting a contact.

            Default Script

            (Drop-down list) Choose a script to run to route a call to a default treatment in the event of a:

            • System error
            • Request by Unified ICME
            Step 5   Click Add.

            The Unified ICME Translation Routing web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the following message is displayed in the status bar on top:

            The operation has been executed successfully
            Step 6   Add a trigger for the application.

            Configure Remote Monitoring application

            The Remote Monitoring application comes with Unified CCX Premium systems. You must configure Remote Monitoring applications when you want to use the Remote Monitoring feature to allow a supervisor to monitor an agent’s conversation.

            Procedure
              Step 1   From the Unified CCX Administration menu bar, choose Applications > Application Management and click Add New.

              The Add a New Application web page opens.

              Step 2   Choose Cisco Script Application from the Application Type drop-down menu and click Next.

              The Cisco Script Application web page appears.

              Step 3   Specify the following fields.

              Field

              Description

              Name

              A name for the application. This is a mandatory field.

              ID

              Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.

              Note   

              The Historical Reporting feature uses this ID to identify this application.

              Maximum Number of Sessions

              The maximum amount of simultaneous sessions that monitoring sessions allow. This is a mandatory field.

              Note   

              The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.

              Script

              Select a customized Remote Monitor script or rmon.aef from the drop-down list.

              Note   

              A new set of fields appears for a remote monitoring script.

              Description

              Use the Tab key to automatically populate this field.

              Enabled

              Click the required radio button to accept - Yes (the default).

              Default Script

              Accept System Default. The default script is executed if an error occurs with the configured application script.

              Step 4   Click Add.

              The Remote Monitoring web page refreshes, displaying the following message below the Status bar and the Add New Trigger hyperlink appears on the left navigation bar:

              The operation has been executed successfully

              Your next step is to add a trigger for the application.


              Application triggers

              After adding a new Cisco application, you need to add one or more triggers so that the application can respond to Unified CM Telephony calls and HTTP requests.

              Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified CCX system uses Unified CM Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests.

              You can use either of two methods to add a trigger to an application: Add the trigger from the Cisco Application web page or add the trigger from the Unified CM Telephony or HTTP Triggers web pages available from the Subsystem menu.

              Unified CM Telephony trigger

              You must add Unified CM Telephony triggers to invoke Cisco applications in response to incoming contacts.

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

              Add Unified CM telephony triggers from application web page

              To add a Unified CM Telephony trigger directly from the Cisco Application Configuration web page, complete the following steps.

              Procedure
                Step 1   From the configuration web page for the application you want to add a trigger for, click Add New Trigger.

                The Add a New Trigger window opens.

                Step 2   From the Trigger Type drop-down menu, choose Unified CM Telephony and click Next.

                The Unified CM Telephony Trigger Configuration window opens.

                Step 3   Follow the procedure described in Add Unified CM Telephony trigger.

                Add Unified CM telephony triggers from Unified CCX

                To add a Unified CM Telephony trigger to an application from the Unified CM Telephony subsystem, complete the following steps.

                Procedure
                  Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Unified CM Telephony > Triggers.

                  The Unified CM Telephony Trigger Configuration summary web page opens.

                  Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.
                  Step 3   The Cisco Unified CM Telephony Trigger Configuration web page opens. Follow the procedure described in Add Unified CM Telephony trigger (Steps 3 and 4) for detailed instructions on adding and configuring a Unified CM Telephony trigger.

                  HTTP trigger provision

                  A Cisco application can be used to handle HTTP requests when the Unified CCX system is provisioned with an HTTP trigger.


                  Note


                  HTTP triggers are available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.


                  An HTTP trigger is the relative URL a user enters into the client browser to start the application. You can upload either eXtensible Style Language Transformation (XSLT) templates or Java Server Pages (JSP) templates to serve as your HTTP trigger.

                  The following path is an example of an HTTP-triggered request (using the HTTP trigger name "/hello"):

                  							http://www.appserver.acme.com:9080/hello
                  
                  

                  In this example, the URL starts the application with the HTTP trigger "/hello" on a web server running on port 9080 with the host name www.appserver.acme.com.

                  You can add the HTTP trigger from the Cisco Script Application web page or add the trigger from the HTTP subsystem.

                  Add HTTP trigger from application web page

                  To add an HTTP trigger directly from a Cisco Application Configuration web page, complete the following steps.

                  Procedure
                    Step 1   From the configuration web page for the application you want to add a trigger for, click Add New Trigger hyperlink.

                    The Add a New Trigger window opens.

                    Step 2   From the Trigger Type drop-down menu, select HTTP and click Next.

                    The HTTP Trigger Configuration window opens.

                    Step 3   Specify the following fields.

                    Field

                    Description

                    URL

                    The relative URL

                    For example:

                    /hello

                    Language

                    Perform one of the following actions:

                    • Choose a default language from the drop-down list.
                    • Click Edit, specify a default language in the dialog box that appears, and click OK.

                    Maximum Number Of Sessions

                    The maximum amount of simultaneous sessions that can be served by the HTTP subsystem for this trigger.

                    Idle Timeout (in ms)

                    Maximum amount of time (in milliseconds) that the system will wait to invoke the application before rejecting a contact.

                    Enabled

                    Click the required radio button to accept - Yes (the default).

                    Note   

                    If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.

                    Step 4   Click Add.

                    The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the navigation bar.

                    Step 5   Test the trigger by entering the URL you just configured in the address bar of your browser.

                    For example,

                    /hello
                    
                    

                    The browser should display "hello".


                    Add HTTP trigger from HTTP subsystem

                    To configure a HTTP trigger from the HTTP subsystem, complete the following steps.

                    Procedure
                      Step 1   From the Unified CCX Administration menu bar, choose Subsystems > HTTP.

                      The HTTP Trigger Configuration web page opens.

                      Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.

                      The HTTP Trigger Configuration window opens.

                      Step 3   Specify the following mandatory fields.

                      Field

                      Description

                      URL

                      The relative URL

                      For example:

                      /hello

                      Language

                      Perform one of the following actions:

                      • Choose a default language from the drop-down list.
                      • Click Edit, specify a default language in the dialog box that appears, and click OK.

                      Application Name

                      Choose the name of the application from the drop-down list.

                      Maximum Number Of Sessions

                      The maximum amount of simultaneous sessions that can be served by the HTTP subsystem for this trigger.

                      Idle Timeout (in ms)

                      Maximum amount of time (in milliseconds) that the system will wait to invoke the application before rejecting a contact.

                      Enabled

                      Click the required radio button to accept - Yes (the default)

                      Note   

                      If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.

                      Step 4   Click Add.

                      The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the navigation bar.

                      Step 5   To test the trigger, enter the URL you just configured in the address bar of your browser.

                      For example,

                      /hello
                      
                      

                      The browser should display "hello".


                      Script management

                      Scripts are created with the Unified CCX Editor, and can perform a wide variety of functions. For example, scripts can prompt callers for extension numbers to transfer calls, place callers in a queue and route calls to available agents, and place outbound calls.

                      The Script Management option of the Applications menu of the Unified CCX Administration web interface contains options for managing and refreshing Unified CCX scripts that are stored in the repository.


                      Note


                      Your Unified CCX system includes sample scripts stored as .aef files.



                      Caution


                      If a large number of VRU scripts are configured for your system, the Upload a New Script and Refresh Scripts operations can take a long time to complete. These tasks can also result in high CPU utilization.


                      Upload new scripts

                      To make a script available for use as a Unified CCX application, you must first upload the script to the repository. In Unified CCX Release 4.5 and later, uploaded scripts are stored in the Repository Datastore (RDS) database, along with prompts, grammars, and documents files. Prior to Release 4.5, the RDS database only contained the prompts, grammars, and documents files. The scripts can also be grouped into folders and subfolders. When user scripts are uploaded into repository, they get synchronized to local disk and are accessed from there.

                      To upload a script to the repository, complete the following steps:

                      Procedure
                        Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                        The Script Management page opens.

                        Note   

                        The Script Management page allows you to only work with user scripts; it does not have language-based directories.

                        The following table describes the available columns on the Script Management web page.

                        Field

                        Description

                        Folder Path

                        The level of the directory that is currently selected in the folder drop-down list.

                        Name

                        The name of the script.

                        Note   

                        Click the icon in front of the script name to download the script file.

                        Size

                        The size of the script file prefixed with KB. The file size is converted from bytes to KB.

                        Note   

                        This column is usually blank on the root page as the items on this page are usually folders.

                        Date Modified

                        The date and time when the document was last uploaded or changed along with time zone.

                        Modified by

                        The user ID of the person who performed these modifications.

                        Delete

                        To delete the corresponding folder.

                        Caution   

                        When you delete a folder, you permanently remove it from the repository and make it unavailable to the Unified CCX system.

                        Rename

                        To rename the required subfolder within the default folder.

                        Refresh

                        To refresh the corresponding script.

                        Step 2   Click Upload New Scripts icon that displays in the tool bar in the upper, left corner of the window or the Upload New Scripts button that displays at the bottom of the window.

                        The Upload Script dialog box opens.

                        Step 3   To locate the script, click Browse button next to the File Name field, navigate to the directory in which the scripts are located, select a script, and click Open.

                        The script path for the profile appears in the File Name field.

                        Step 4   Click Upload to upload the script to the repository.

                        A window opens, informing you that the script was successfully uploaded.

                        You are now ready to manage any existing scripts shown in the Script Management page (if necessary) or add prompts that may be useful to your applications.


                        Download script file

                        To view or download a script file, complete the following steps.

                        Procedure
                          Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                          The Script Management page opens to display the contents of the default folder.

                          Step 2   Click Download Script icon that appears before the Name of the script file you want to view or download.

                          The File Download dialog box opens.

                          Step 3   Perform one of the following tasks:
                          1. To view the script file, click Open.

                            The script file opens in the Unified CCX Editor.

                          2. To download the script file, click Save, and then follow the prompts to choose a directory and file name for the script file.

                            The file is saved to the specified directory.


                          Refresh scripts


                          Caution


                          If a large number of VRU scripts are configured for your system, the Upload a New Script and Refresh Scripts operations can take a long time to complete. These tasks can also result in high CPU utilization.


                          When you make changes to a script, you must refresh the script to direct all the applications and subsystems that use this script to reload the new version. There are two script refresh options:

                          Refresh scripts individually

                          To refresh an individual script on the Unified CCX server from the repository (RDS), complete the following steps.

                          Procedure
                            Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                            The Script Management page opens to display the contents of the default folder.

                            Step 2   In the row that contains the script, click Refresh icon.

                            The script information refreshes and the Script Management page reappears.


                            Refresh bulk scripts


                            Note


                            Support for High Availability and remote servers is available only in multiple-server deployments.


                            Bulk scripts refers to multiple .aef script files within one .zip file.


                            Note


                            This option is available only when you upload .zip files. You will see the option to refresh scripts after the selected file is uploaded successfully.


                            To refresh all scripts (within a zip file) with one command, complete the following steps.

                            Procedure
                              Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                              The Script Management page opens to display the contents of the default folder.

                              Step 2   Click Upload New Scripts icon or button.

                              The Upload Script dialog box opens.

                              Step 3   To locate the script, click the Browse button next to the File Name field, navigate to the directory in which the scripts are located, select a file, and click Open. The script path for the profile appears in the File Name field.
                              Tip   

                              You can only upload .zip files containing .aef files. The total size of the.zip file cannot exceed 20 MB.

                              Step 4   Click Upload to upload the script to the repository.

                              A window opens, informing you that the script upload succeeded.

                              Step 5   Click Refresh icon in the Script Management page.

                              The Script Management web page opens, giving you the option of refreshing the script and the applications that reference it, or just refreshing the script.

                              Step 6   Specify one of the following options:
                              • If you want all applications and subsystems that reference the script (in the repository) to use the new version, click Yes.
                              • If you only want to refresh the scripts, click No.
                              • If you want to cancel the operation, click Cancel.

                              The script information refreshes and the Script Management page reappears to display the newly-loaded .zip file.


                              Rename script or folder

                              To rename a script or folder, complete the following steps.

                              Procedure
                                Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                                The Script Management page opens to display the contents of the default folder.

                                Step 2   Click Rename icon for the folder or script that you want to rename. A dialog box opens displaying the name of the selected folder or script.
                                Step 3   Enter a new name for this folder or script in the text box.
                                Step 4   Click Rename button.

                                The dialog box refreshes to state that the folder was successfully renamed.

                                Step 5   Click Return to Script Management button.

                                The dialog box closes and the default folder's updated Script Management page displays the new script name.


                                Delete script or folder

                                When you delete a script or a folder, you remove it permanently from the repository.

                                To delete a script or folder, complete the following steps.

                                Procedure
                                  Step 1   From the Unified CCX Administration menu bar, choose Applications > Script Management.

                                  The Script Management page opens to display the contents of the default folder.

                                  Step 2   To delete a folder, click Delete icon for the folder or script that you want to delete.

                                  A dialog box opens to confirm your action on the selected script or folder.

                                  Step 3   Click OK.

                                  The dialog box closes and the default folder's updated Script Management page refreshes to display the updated list of folders and scripts.


                                  Sample scripts

                                  Your Unified CCX system includes sample scripts stored as .aef files. These scripts have been built using Unified CCX Editor steps, including pre-recorded prompts. You can use these scripts to create applications without performing any script development, or you can use these scripts as models for your own customized scripts.


                                  Note


                                  The included scripts are bundled with the Unified CCX system solely as samples; they are not supported by Cisco. For more information on these sample scripts, see Cisco Unified CCX Scripting and Development Series: Volume 1, Getting Started with Scripts.