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.
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
script applications can make use of many components, such as scripts,
prerecorded prompts, grammars, languages, locales, and custom Java classes.
components to the repository before you configure a Cisco script application
that uses them.
on your particular Unified CCX implementation, you may need to perform most or
all of the following tasks to configure a Cisco script application:
Manage scripts—Cisco script applications are based on scripts that
you must upload to the repository and make available to the Unified CCX system.
Manage prompts—Many applications make use of prerecorded 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.
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.
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.
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.
Add a Cisco script application—Scripts created in the Unified
CCX Editor are used as the basis for Cisco script applications.
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.