Configuration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)
Media Server Configuration
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Media Server Configuration

Media Server Configuration

Configure Media Server

Procedure
    Step 1   From the Unified CVP Operations Console, select Device Management > Media Server.
    Step 2   Click Add New to add a new Media Server or click Use As Template to use an existing template to configure the new Media Server.
    Step 3   Click the following tabs and configure the settings based on your call flow:
    1. General tab. For more information, see General Settings.
    2. Device Pool tab. For more information about adding, deleting and editing device pool, see Add or Remove Device From Device Pool.
    Step 4   Click Save.

    What to Do Next

    All the configured Media Servers appear in the Default Media Server drop-down box. To set the default Media Server, select one of the listed Media Servers from the Default Media Server drop-down box, and click Set.

    Media Server Settings

    General Settings

    Table 1 Media Server—General Tab Settings

    Field

    Description

    Default

    Value

    Restart Required

    IP Address

    The IP address of Media Server

    None

    Valid IP address.

    No

    Hostname

    The name of the Media Server

    None

    Follow naming conventions for hostnames.

    No

    Description

    The description of the Media Server

    None

    Up to 1,024 characters.

    No

    FTP Enabled

    Indicates whether a Media Server has FTP Enabled. A Media Server, which that has FTP enabled, is automatically populated as a session variable to the VXML Server. The default agent greeting recording application automatically uses the Media Servers defined in the Operations Console that have FTP enabled to FTP the agent greeting recording.

    Disabled

    Select the check box to enable this feature.

    No

    Use Test Sign-in button to verify the FTP credentials.

    Anonymous Access

    Indicates that this Media Server uses anonymous FTP access. In this case, the username is specified by default as anonymous. The password field is not specified for anonymous access.

    The user can specify the port number or select the default port number (21).

    Disabled

    Select the check box to enable this feature.

    You must enable FTP to enable Anonymous Access.

    No

    Use Test Sign-in button to verify the FTP credentials.

    Username and Password

    These fields apply if FTP is enabled and Anonymous Access is disabled. In this case, enter the username and password.

    None

    A valid username and password.

    No

    Use Test Sign-in button to verify the FTP credentials.

    Port

    Enter a new port number or use the default port number (21).

    21

    Valid ports are 1 to 65,535.

    No

    Use Test Sign-in button to verify the FTP credentials.

    Media File Names and Types

    A media file name is specified through Unified ICME Network VRU Script Configuration and used in the Run VRU Script request for the Play Media, Play Data, Get Digits, Menu, and Get Speech (in non-TTS applications) micro-applications. The media file naming convention allows alpha-numeric characters with the underbar character as a separator. (Spaces or hyphens are not allowed.) This naming convention provides a mechanism for an "understandable" naming convention as opposed to numeric media file names typically used by stand-alone VRUs.


    Caution


    The Unified Customer Voice Portal includes a library of media files/prompts for individual digits, months (referenced internally by Unified Customer Voice Portal software for a Play Data script type request), default error messages, and so on. Creation of a full set of media/prompts for each locale referenced by the Unified CVP customer is the responsibility of the customer’s Media Administrator.

    The media file types Unified CVP supports are µ-Law 8-bit .wav files and A-law 8-bit .wav files. Media files specified with an extension are used "as is," for example, hello.xxx. (The default file extension is .wav.)


    Caution


    Any unexpected (and unsupported) type of media file encountered generates the logging of an error and a result code of False is returned to Unified ICME along with the ECC user.microapp.error_code set appropriately. From the caller’s perspective, nothing was played, however it is the Script Editor developer’s responsibility to write the script to handle this error condition.

    Location of Media Files

    The following figure displays the location of the media files if you choose to install System Media Files during Unified CVP installation.

    Figure 1. Location of Media Files



    Media File Address

    The address for media files that reside on the Media Server(s) is generated by the Unified CVP. Unified ICME provides information about the file location or base URL address in the Unified ICME/IVR messages it passes when the Run VRU Script node is executed. The Unified ICME/IVR messages include ECC variables for: locale, media server set address, as well as optional system and application library name overrides. (For details about the Unified ICME/IVR messages passed to Unified CVP, see Feature Guide - Writing Scripts for Cisco Unified Customer Voice Portal.

    The table below summarizes the data that combines to form the address of the media file:

    Table 2  Media File Address Components

    Parameter

    Location of Data

    Description

    Examples

    Media Server Set

    ECC variable: user.microapp.media_server

    File location or base URL for the Media Server.

    When the Media Server URL is the DNS name and the DNS Server is configured to return multiple IP addresses for a host name, the Unified CVP attempts to get the media files from each Media Server IP address in sequence with the priority given to those on the subnet.

    Note    Unified CVP supports playing prompts from flash on the GW. To play these prompts, set the media_server to "flash:" instead of the hostname or IP address of the media server.

    When using the Media Server set for external grammars or external VXML, if the Media Server URL is the DNS name with multiple IP addresses for the hostname, it is the ASR Engine’s responsibility to decide which machine to retrieve the grammar file from.

    Base URL example: http://www.machine1.com/dir1/ dirs/cust1

    Note    By convention, the service provider may include their customer names at the end of the Media Server set.

    Locale

    ECC variable: user.microapp.locale

    Default: en-us

    This field is a combination of language and country with a default of en-us for English spoken in the United States.

    en-us

    Note    The Unified CVP supports the following locales: en-us (English, United States) and en-gb (English, United Kingdom), es-es (Spanish, Spain), and es-mx (Spanish, Mexico). The locale defines the grammar of a Play Data script type. If a date is to be played with a locale of en-gb (English, United Kingdom), the date would be played in the order of day, month, then year; for en-us, it is month, day, year.

    Media Library Type

    The Media Library Type value passed from the VRU Script Name field. Valid options are:

    A - Application prompt library.

    S - System prompt library.

    V - External VXML.

    Default: A

    The media library (directory) for the prompt is either the application prompt library defined by ECC variable user.microapp.app_media_lib (default "app") or the system prompt library defined by ECC variable user.microapp.sys_media_lib (default "sys").

    Note    When the Media Library Type is V (external VXML), the VXML file will reside in the Application Prompt Library.
    Note    When the Media Library Type is A (Application prompt library), you must create the directory specified by this variable. For example, if you use the default "app" directory, you must create an app directory in ./MediaFiles/en-us

    A (user.microapp.app_media_ lib= app_banking)

    Media File Name

    The Media File Name value passed from the VRU Script Name field. Valid options are the name of the .wav file to be played, or external VXML file name, or <blank>, which translates to playing no media. This file name is ignored if TTS is being used (that is, if the user.microapp.inline_tts ECC variable contains a value.)

    Default: none

    Name of media file or external VXML file to be played.

    Main_menu

    Note    There are four possible reasons for using <blank> as the Media File Name: (1) For Get Digits, a prompt may not be necessary, (2) the customer may want to have a "placeholder" in the script for playing a prompt which may or may not be there (for example, an emergency conditions message), (3) change the value of barge-in to indicate a buffer flush, and (4) TTS is being used and this field is ignored.

    Media File Name Type

    If not given as part of the Media File Name, the type is .wav

    Type of media file to be played.

    .wav

    Based on the examples shown in the table above, a valid address for the Media File might be:

    http://www.machine1.com/dir1/dirs/cust1/en-us/app_banking/main_menu.wav

    Locale Backward Compatibility

    The locale string values are compatible with current industry naming schemes:

    • en_US has changed to en-us, which means that "en underscore US" (upper case) has changed to "en hyphen us" (lower case).

    • en_GB has changed to en-gb, which means that "en underscore GB" (upper case) has changed to "en hyphen gb" (lower case).

    Existing scripts from previous versions of Unified CVP will continue to work with the current version of Unified CVP:

    • en_US and en-us both map to U.S. English in the Application Server for use by the Application Server’s internal grammar

    • en_GB and en-gb both map to U.K. English in the Application Server for use by the Application Server’s internal grammar.

    • The base URL for media prompts uses the locale that is specified, without making modifications. For example, if the locale is set to EN_US, the base URL contains EN_US. If the locale is set to XX, the base URL contains XX.

    To use the Unified CVP Version 1.1 default locale directory (for example, en_US), you must explicitly set it. When you upgrade to the current version of Unified CVP, only the new files are installed under the Unified CVP default locale directory, en-us. You want to have all your system prompts under one directory and all your application prompts and, optionally, external VXML in another directory. Use the user.microapp.locale ECC variable to set the locale directory to use, such as en_US.


    Note


    Do not set the user.microapp.locale ECC variable if you used the default en-us. Also, remember that all locale values are case-sensitive.

    System Media Files

    The following tables describe the English System Media Files installed by Unified CVP. These system media files are intended as samples only. It is the Customer/Media Administrator’s responsibility to record all the system prompts for all the locales.

    The table that follows lists the System Media File information for cardinal numbers.

    Table 3  System Media Files, Cardinal Numbers

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    point

    point

    Number

       

    minus

    minus

    Number

    0

    48

    0

    zero

    All except DOW

    1

    49

    1

    one (masculine version), uno (es-mx and es-es)

    All except DOW

    2

    50

    2

    two

    All except DOW

    3

    51

    3

    three

    All except DOW

    4

    52

    4

    four

    All except DOW

    5

    53

    5

    five

    All except DOW

    6

    54

    6

    six

    All except DOW

    7

    55

    7

    seven

    All except DOW

    8

    56

    8

    eight

    All except DOW

    9

    57

    9

    nine

    All except DOW

       

    10

    ten

    Same for the rest of all the numbers

       

    11

    eleven

     
       

    12

    twelve

     
       

    13

    thirteen

     
       

    14

    fourteen

     
       

    15

    fifteen

     
       

    16

    sixteen

     
       

    17

    seventeen

     
       

    18

    eighteen

     
       

    19

    nineteen

     
       

    20

    twenty

     
       

    21

    twenty-one

     
       

    22

    twenty-two

     
       

    23

    twenty-three

     
       

    24

    twenty-four

     
       

    25

    twenty-five

     
       

    26

    twenty-six

     
       

    27

    twenty-seven

     
       

    28

    twenty-eight

     
       

    29

    twenty-nine

     
       

    30

    thirty

     
       

    31

    thirty-one

     
       

    32

    thirty-two

     
       

    33

    thirty-three

     
       

    34

    thirty-four

     
       

    35

    thirty-five

     
       

    36

    thirty-six

     
       

    37

    thirty-seven

     
       

    38

    thirty-eight

     
       

    39

    thirty-nine

     
       

    40

    forty

     
       

    41

    forty-one

     
       

    42

    forty-two

     
       

    43

    forty-three

     
       

    44

    forty-four

     
       

    45

    forty-five

     
       

    46

    forty-six

     
       

    47

    forty-seven

     
       

    48

    forty-eight

     
       

    49

    forty-nine

     
       

    50

    fifty

     
       

    51

    fifty-one

     
       

    52

    fifty-two

     
       

    53

    fifty-three

     
       

    54

    fifty-four

     
       

    55

    fifty-five

     
       

    56

    fifty-six

     
       

    57

    fifty-seven

     
       

    58

    fifty-eight

     
       

    59

    fifty-nine

     
       

    60

    sixty

     
       

    61

    sixty-one

     
       

    62

    sixty-two

     
       

    63

    sixty-three

     
       

    64

    sixty-four

     
       

    65

    sixty-five

     
       

    66

    sixty-six

     
       

    67

    sixty-seven

     
       

    68

    sixty-eight

     
       

    69

    sixty-nine

     
       

    70

    seventy

     
       

    71

    seventy-one

     
       

    72

    seventy-two

     
       

    73

    seventy-three

     
       

    74

    seventy-four

     
       

    75

    seventy-five

     
       

    76

    seventy-six

     
       

    77

    seventy-seven

     
       

    78

    seventy-eight

     
       

    79

    seventy-nine

     
       

    80

    eighty

     
       

    81

    eighty-one

     
       

    82

    eighty-two

     
       

    83

    eighty-three

     
       

    84

    eighty-four

     
       

    85

    eighty-five

     
       

    86

    eighty-six

     
       

    87

    eighty-seven

     
       

    88

    eighty-eight

     
       

    89

    eighty-nine

     
       

    90

    ninety

     
       

    91

    ninety-one

     
       

    92

    ninety-two

     
       

    93

    ninety-three

     
       

    94

    ninety-four

     
       

    95

    ninety-five

     
       

    96

    ninety-six

     
       

    97

    ninety-seven

     
       

    98

    ninety-eight

     
       

    99

    ninety-nine

     
       

    oh

    oh

    24TOD, Date

       

    hundred

    hundred

    Number, 24TOD, Date, Currency

       

    thousand

    thousand

    Number, Date, Currency

       

    million

    million

    Number, Currency

       

    billion

    billion

    Number, Date, Currency

       

    trillion

    trillion

    Number, Currency

    The table that follows lists the System Media File information for ordinal numbers.


    Note


    If ordinal system prompts are to be used in a script for a purpose other than dates, they should be recorded as application prompts with the true ordinal values.
    Table 4  System Media Files, Ordinal Numbers

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    1ord

    first

    Date

       

    2ord

    second

    Date for all ordinal numbers

       

    3ord

    third

     
       

    4ord

    fourth

     
       

    5ord

    fifth

     
       

    6ord

    sixth

     
       

    7ord

    seventh

     
       

    8ord

    eighth

     
       

    9ord

    nineth

     
       

    10ord

    tenth

     
       

    11ord

    eleventh

     
       

    12ord

    twelveth

     
       

    13ord

    thirteenth

     
       

    14ord

    fourteenth

     
       

    15ord

    fifteenth

     
       

    16ord

    sixteenth

     
       

    17ord

    seventeenth

     
       

    18ord

    eighteenth

     
       

    19ord

    nineteenth

     
       

    20ord

    twentieth

     
       

    21ord

    twenty-first

     
       

    22ord

    twenty-second

     
       

    23ord

    twenty-third

     
       

    24ord

    twenty-fourth

     
       

    25ord

    twenty-fifth

     
       

    26ord

    twenty-sixth

     
       

    27ord

    twenty-seventh

     
       

    28ord

    twenty-eight

     
       

    29ord

    twenty-nineth

     
       

    30ord

    thirtieth

     
       

    31ord

    thirty-first

     

    The table that follows lists the System Media File information for measurements.

    Table 5  System Media Files, Measurements

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

    ½

    189

    one_half

    one half

    Char

    ¼

    188

    one_quarter

    one quarter

    Char

    ¾

    190

    three_quarters

    three quarters

    Char

    A, a

    65,97

    a

    A

    Char

    B,b

    66,98

    b

    B

    Char

    C, c

    67,99

    c

    C

    Char

    D, d

    68,100

    d

    D

    Char

    E, e

    69,101

    e

    E

    Char

    F, f

    70,102

    f

    F

    Char

    G, g

    71,103

    g

    G

    Char

    H, h

    72,104

    h

    H

    Char

    I, I

    73,105

    I

    I

    Char

    J, j

    74,106

    j

    J

    Char

    K, k

    75,107

    k

    K

    Char

    L, l

    76,108

    l

    L

    Char

    M, m

    77,109

    m

    M

    Char

    N, n

    78,110

    n

    N

    Char

    O, o

    79,111

    o

    O

    Char

    P, p

    80,112

    p

    P

    Char

    Q, q

    81,113

    q

    Q

    Char

    R, r

    82,114

    r

    R

    Char

    S, s

    83,115

    s

    S

    Char

    T, t

    84,116

    t

    T

    Char

    U, u

    85,117

    u

    U

    Char

    V, v

    86,118

    v

    V

    Char

    W, w

    87,119

    w

    W

    Char

    X, x

    88,120

    x

    X

    Char

    Y, y

    89,121

    y

    Y

    Char

    Z, z

    90,122

    z

    Z

    Char

    Œ, œ

    140,156

    oe_140_156

    Ligature OE

    Char

    À,à

    192,224

    a_192_224

    A grave

    Char

    Á,á

    193,225

    a_193_225

    A acute

    Char

    Â,â

    194,226

    a_194_226

    A circumflex

    Char

    Ã,ã

    195,227

    a_195_227

    A tilde

    Char

    Ä,ä

    196,228

    a_196_228

    A umlaut

    Char

    Å,å

    197,229

    a_197_229

    A with ring above

    Char

    Æ,æ

    198,230

    ae_198_230

    Ligature AE

    Char

    È,è

    200,232

    e_200_232

    E grave

    Char

    É,é

    201,233

    e_201_233

    E acute

    Char

    Ê,ê

    202,234

    e_202_234

    E circumflex

    Char

    Ë,ë

    203,235

    e_203_235

    E umlaut

     

    Ì,ì

    204,236

    i_204_236

    I grave

    Char

    Í, í

    205,237

    i_205

    I acute

    Char

    Î,î

    206,238

    i_206

    I circumflex

    Char

    Ï,ï

    207,239

    i_207

    I umlaut

    Char

    Ð

    208

    char_208

    character 208

    Char

    ð

    240

    char_240

    character 240

     

    Ò,ò

    210,242

    o_210_242

    O grave

    Char

    Ó,ó

    211,243

    o_211_243

    O acute

    Char

    Ô,ô

    212,244

    o_212_244

    O circumflex

    Char

    Õ,õ

    213,245

    o_213_245

    O tilde

    Char

    Ö,ö

    214,246

    o_214_246

    O umlaut

    Char

    x

    215

    multiply

    multiplication sign

    Char

    Ø,ø

    216,248

    o_216_248

    oh stroke

    Char

    Ù,ù

    217,249

    u_217_249

    U grave

    Char

    Ú,ú

    218,250

    u_218_250

    U acute

    Char

    Û,û

    219,251

    u_219_251

    U circumflex

    Char

    Ü,ü

    220,252

    u_220_252

    U umlaut

    Char

    Ý,ý

    221,253

    y_221_253

    Y acute

    Char

    Þ

    222

    char_222

    character 222

    Char

    ß

    223

    ss

    double s

    Char

    ÷

    247

    divide

    division sign

    Char

    þ

    254

    char_254

    character 254

    Char

    Ÿ,ÿ

    159,255

    y_159_255

    character 159 or 255

    Char

    The table that follows lists the System Media File information for month values.

    Table 6  System Media Files, Months

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    January

    January

    Date

       

    February

    February

    Date

       

    March

    March

    Date

       

    April

    April

    Date

       

    May

    May

    Date

       

    June

    June

    Date

       

    July

    July

    Date

       

    August

    August

    Date

       

    September

    September

    Date

       

    October

    October

    Date

       

    November

    November

    Date

       

    December

    December

    Date

    The table that follows lists the System Media File information for month values.

    Table 7  System Media Files, Days

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    Sunday

    Sunday

    DOW

       

    Monday

    Monday

    DOW

       

    Tuesday

    Tuesday

    DOW

       

    Wednesday

    Wednesday

    DOW

       

    Thursday

    Thursday

    DOW

       

    Friday

    Friday

    DOW

       

    Saturday

    Saturday

    DOW

    The table that follows lists the System Media File information for month values.

    Table 8  System Media Files, Time

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    hour

    hour

    Etime, 24TOD per locale, TOD per locale

       

    hours

    hours

    Etime,24TOD per locale,TOD per locale

       

    minute

    minute

    Etime

       

    minutes

    minutes

    Etime

       

    second

    second

    Etime,24TOD

       

    seconds

    seconds

    Etime,24TOD

       

    on

    on

    per locale(unused for en-us)

       

    at

    at

    per locale(unused for en-us)

       

    am

    am

    TOD

       

    pm

    pm

    TOD

       

    oclock

    oclock

    TOD

    The table that follows lists the System Media File information for currency values.


    Note


    The customer’s Media Administrator may prefer to replace the contents of "currency_minus" (for the negative amount) and "currency_and" (the latter can even be changed to contain silence).
    Table 9  System Media Files, Currency

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    currency_ minus

    minus

    Currency

       

    currency_and

    and

    Currency

    $

    36

    USD_dollar

    dollar

    Currency

    USD_dollars

    dollars

    Currency

    Note    Unified CVP uses the USD_dollar.wav and USD_dollars.wav media files; the dollar.wav and dollars.wav used by ISN Version 1.0 are no longer installed.

    $

    36

    CAD_dollar

    dollar

    Currency

       

    CAD_dollars

    dollars

    Currency

       

    HKD_dollar

    dollar

    Currency

       

    HKD_dollars

    dollars

    Currency

    ¢

    162

    cent

    cent

    Currency

       

    cents

    cents

    Currency

       

    euro

    euro

    Currency

    £

    163

    GBP_pound

    pound

    Currency

       

    GBP_pounds

    pounds

    Currency

       

    penny

    penny

    Currency

       

    pence

    pence

    Currency

       

    MXN_peso

    peso

    Currency

       

    MXN_pesos

    pesos

    Currency

       

    centavo

    centavo

    Currency

       

    centavos

    centavos

    Currency

    The table that follows lists the System Media File information for gaps of silence and miscellaneous phrases.

    Table 10 System Media Files, Silence and Miscellaneous Phrases

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

       

    silence_.1_ sec

    (.1 second of silence)

    Used for pauses where needed

       

    silence_.25_ sec

    (.25 second of silence)

    Used for pauses where needed

       

    silence_.5_ sec

    (.5 second of silence)

    Used for pauses where needed

       

    silence_1_sec

    (1 second of silence)

    Used for pauses where needed

       

    and

    and

    Etime,TOD,25TOD

    The table that follows lists the System Media File information for ANSI characters.

    Table 11  System Media Files, ANSI Characters

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

     

    32

    space

    space

    Char

    !

    33

    exclamation_ mark

    exclamation mark

    Char

    "

    34

    double_ quote

    double quote

    Char

    #

    35

    pound

    pound

    Char

    %

    37

    percent

    percent

    Char

    &

    38

    ampersand

    ampersand

    Char

    '

    39

    apostrophe

    apostrophe

    Char

    (

    40

    open_ parenthesis

    open parenthesis

    Char

    )

    41

    close_ parenthesis

    close parenthesis

    Char

    *

    42

    asterisk

    asterisk

    Char

    +

    43

    plus

    plus

    Char

    ,

    44

    comma

    comma

    Char

    -

    45

    hyphen

    hyphen

    Char

    .

    46

    period

    period

    Char

    /

    47

    slash

    slash

    Char

    :

    58

    colon

    colon

    Char

    ;

    59

    semicolon

    semicolon

    Char

    <

    60

    less_than

    less than

    Char

    =

    61

    equal

    equal

    Char

     

    62

    greater_than

    greater than

    Char

    ?

    63

    question_ mark

    question mark

    Char

    @

    64

    at_symbol

    at

    Char

    [

    91

    left_square_bracket

    left square bracket

    Char

    \

    92

    backslash

    backslash

    Char

    ]

    93

    right_square_bracket

    right square bracket

    Char

    ^

    94

    caret

    caret

    Char

    _

    95

    underscore

    underscore

    Char

    `

    96

    single_quote

    single quote

    Char

    {

    123

    open_brace

    open brace

    Char

    |

    124

    pipe

    pipe

    Char

    }

    125

    close_brace

    close brace

    Char

    ~

    126

    tilde

    tilde

    Char

    130

    char_130

    low single quote

    Char

    ƒ

    131

    char_131

    F with hook

    Char

    132

    low double quote

    low double quote

    Char

    133

    ellipsis

    ellipsis

    Char

    134

    char_134

    character 134

    Char

    135

    char_135

    character 135

    Char

    ˆ

    136

    char_136

    character 136

    Char

    137

    per_mille

    per mile

    Char

    Š

    138

    char_138

    character 138

     

    <

    139

    left_pointing _angle

    left pointing angle

    Char

    145

    left_single_ quote

    left single quote

    Char

    146

    right_single_ quote

    right single quote

    Char

    147

    left_double_ quote

    left double quote

    Char

    148

    right_double _quote

    right double quote

    Char

    ·

    149

    bullet

    bullet

    Char

    150

    en_dash

    en dash

    Char

    151

    em_dash

    em dash

     

    ˜

    152

    small_tilde

    small tilde

    Char

    153

    trade_mark

    trade mark

    Char

    š

    154

    char_154

    character 154

    Char

    155

    char_155

    character 155

    Char

    ¡

    161

    exclamation_ mark_ inverted

    inverted exclamation mark

    Char

    ¤

    164

    char_164

    character 164

    Char

    ¦

    166

    broken_pipe

    broken pipe

    Char

    §

    167

    section

    section

    Char

    ¨

    168

    char_168

    character 168

    Char

    ©

    169

    copyright

    copyright

    Char

    ª

    170

    char_170

    character 170

    Char

    «

    171

    left_double_ angle_ quote

    left double angle quote

    Char

    ¬

    172

    not

    not

    Char

    -

    173

    char_173

    character 173

    Char

    ®

    174

    registered

    registered

    Char

    ¯

    175

    char_175

    character 175

    Char

    °

    176

    degree

    degree

    Char

    ±

    177

    plus_minus

    plus or minus

    Char

    ²

    178

    superscript_ 2

    superscript two

    Char

    ³

    179

    superscript_ 3

    superscript three

    Char

    ´

    180

    acute_accent

    acute accent

    Char

    µ

    181

    micro

    micro

    Char

    182

    paragraph

    paragraph

    Char

    ·

    183

    middle_dot

    middle dot

    Char

    ¸

    184

    cedilla

    cedilla

    Char

    ¹

    185

    superscript_ 1

    superscript one

    Char

    º

    186

    char_186

    character 186

    Char

    »

    187

    right_double _angle_ quote

    right double angle quote

    Char

    ¿

    191

    question_ mark_ inverted

    inverted question mark

    Char

    Miscellaneous Files

    The table that follows lists files that are not used by Unified CVP micro-applications; these files are included for use in customer scripts.

    Table 12  Miscellaneous Media Files

    Symbol (where applicable)

    Decimal Value

    Media File Name

    Media File Content

    Data Play Back Types / When Media File Is Used

    Error

    v

    invalid_entry_error

    Your entry is invalid.

    Error message

     

    v

    no_entry_error

    Please make a selection.

    Error message

     

    v

    system_error

    We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.

    Error message

     

    v

    critical_error

    We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.

    Error message

     

    v

    critical_error_ULaw .

    We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better

    Error message

     

    v

    critical_error_ALaw

    We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.

    Error message

     

    v

    440beep

    <single beep tone>

    Unused

     

    v

    busy_tone

    <single busy tone>

    Unused

     

    v

    busy_tone30

    <busy tone 1 per second for 30 seconds>

    Unused

     

    v

    central

    Central

    Unused

     

    v

    credit_of

    Credit Of

    Unused

     

    v

    dash

    dash

    Unused

     

    v

    daylight

    daylight

    Unused

     

    v

    dialtone

    <4 seconds of dial tone>

    Unused

     

    v

    dialtone2fastbusy60

    <9 seconds of dialtone> followed by <30 seconds of fast busy tone>

    Unused

     

    v

    dot

    dot

    Unused

     

    v

    eastern

    Eastern

    Unused

     

    v

    ENTER_PHONE_NUMBER

    Please enter the phone number.

    Unused

     

    v

    fastbusy

    <a single fastbusy tone + silence (total of 1 second)>

    Unused

     

    v

    fastbusy60

    30 seconds of <fastbusy tone>

    Unused

     

    v

    FINISHED

    When you have finished, press

    Unused

     

    v

    goodbye

    Goodbye

    Unused

     

    v

    Mountain

    Mountain

    Unused

     

    v

    negative

    negative

    Unused

     

    v

    of

    of

    Unused

     

    v

    pmgr_sys

    pmgr_sys

    Unused

     

    v

    pacific

    Pacific

    Unused

     

    v

    positive

    positive

    Unused

     

    v

    ringback

    <ring back tone for 1 second followed by 2 seconds of silence>

    Unused

     

    v

    savings

    savings

    Unused

     

    v

    standard

    Standard

    Unused

     

    v

    Star

    star

    Unused

     

    v

    thankyou

    Thank you

    Unused

     

    v

    the

    the

    Unused

     

    v

    time

    time

    Unused

     

    v

    try_again

    Please try again

    Unused

    System Media File Error Messages

    Three error messages are included with the System Media files:

    • Critical error. Message played when system problem exists and the SIP Service cannot process the call. (Example content for en-us: "We are currently experiencing technical difficulties with the site, please try again later and we can serve you much better.")


      Note


      If you do not want an English spoken critical media, you need to copy the language specific files to the location specified in this section.

      Critical error messages are not located on the Media Server:

      • For SIP Service, the critical_error.wav media file is located in <install path> \OpsConsoleServer\GWDownloads (for example, C:\Cisco\CVP\OpsConsoleServer\GWDownloads).

      • For non-Unified CVP SIP Service, an error.wav media file is located in <install path>\CVP\audio (for example, C:\Cisco\VXMLServer\Tomcat\webapps\CVP\audio).


      Note


      You can record "override" prompts to replace the critical media files. However, you must save them with their original hard-coded names and place them in their original locations.
    • no_entry_error. Message played when the caller does not respond to a menu prompt. (Example content for en-us: "Please make a selection.") The original prompt is then repeated.

    • invalid_entry_error. Message played when the caller enters an incorrect response to a menu prompt. (Example content for en-us: "Your entry is invalid.") The original prompt is then repeated.


    Note


    These files are shared by all applications.

    If a dialogue needs to be altered for a specific Get Digits, Get Speech or Menu request in the Unified ICME script, override flags can be set in the Network VRU Script Configuration Parameters.


    Note


    Override flags are available for the Get Digits, Get Speech, and Menu micro-applications, only. See Feature Guide - Writing Scripts for Cisco Unified Customer Voice Portal for details.

    You must record the "override" prompts, save them with the hard coded names <prompt name>_no_entry_error.wav and <prompt_name>_invalid_entry_error.wav, and place them with other application-specific media files in the Application Media library.


    Note


    This override will not work when there is not a specific file name used (for instance, when Unified CVP is using the TTS feature).