Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
Whisper Announcement in a parent-child deployment
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Whisper Announcement in a parent-child deployment

Whisper Announcement in a parent-child deployment

To use Whisper Announcement in a parent-child deployment, you must configure it on a system PG using Cisco Unified Contact Center Express (CCX). Unified CCX (IP-IVR) is required on the child where call queuing occurs.


Note


Whisper Announcement for Parent/Child is only supported for a very specific Parent/Child configuration. Whisper Announcement in Parent/Child configurations must be approved by the Cisco Assessment to Quality (A2Q) process and require Cisco Design Mentoring Service to assure that the deployment model is designed and sized correctly to support the Whisper Announcement feature.


Within a child, Whisper Announcement plays for:

  • incoming calls not initiated by an agent on the same child
  • single-step and blind consultative transfers to an agent on the same PG where the call is queued before the call is answered

    Note


    Blind consultative transfer is where the transferring agent completes the transfer before the consulted agent answers.


  • inbound and transfers/conferences to an agent on a different child

Whisper Announcement always plays to an agent when a call originates from outside the Cisco Unified Call Manager that answers the call. The same behavior occurs when the call is transferred or conferenced and the transfer or conference initiator is not registered to the same Cisco UCM that answers the call. For all other scenarios, Whisper Announcement does not play. Some businesses may choose to disable Whisper Announcement in all transfers for consistency purposes (the feature is controlled through scripting).

If a caller hangs up on an incoming call while whisper announcement plays to an agent, a three-second delay occurs before the cleared call is reported and the agent desktop is updated. The purpose of this delay is to distinguish between an abandoned call or just the completion of the whisper announcement.

If an agent hangs up the hard phone while whisper announcement plays, the incoming call is routed to the phone of that agent and the call is auto-answered.

Whisper announcement in a parent-child deployment is supported with both local and mobile agents.


Note


Peripheral call variables are not preserved by the system PG after a call is sent to Post Route Trigger.


Functional limitations

Whisper Announcement (in a Parent-Child deployment) is subject to the following limitations:

  • A call must be sent to Unified CCX before the call is sent to the targeted agent, regardless if the call requires queueing.
  • Calls that are routed to an agent using the Label node are not supported.
  • Calls that originate from one System PG when the targeted agent is on a different System PG on the same child are not supported.

Configure Whisper Announcement in parent-child deployment

Before You Begin
  • Configure CTI Ports
  • Ensure that IP-IVR is working with ICM
  • Ensure that IP-IVR can queue the call for ICM
  • Configure a "Send to VRU" node
Procedure
    Step 1   Configure two ECC variables for user.whisper and user.media.id. See Configure user.whisper and user.media.id ECC variables.
    Note   

    Configure the user.media.id on the child, not the parent.

    Step 2   Enable Agent Whisper. See Enable Whisper Announcement.
    Step 3   Configure the routing script. See Configure routing script.
    Step 4   Upload the whisper prompt .wav file. See Upload Whisper prompt .wav file.
    Step 5   Configure the ring tone for Network Audio Source. See Upload ringtone and Configure Network Hold Audio source.
    Step 6   Configure the timeout for Whisper Announcements. See Configure timeout for Whisper Announcement.

    Configure user.whisper and user.media.id ECC variables

    Complete the following procedure to configure the user.whisper and user.media.id ECC variables.


    Note


    Configure the user.media.id variable on the child, not the parent.
    Before You Begin
    The details of the user.whisper ECC variable are as follows:
    • Name: user.whisper
    • Datatype: 40 character string
    The details of the user.media.id ECC variable are as follows:
    • Name: user.media.id
    • Datatype: 40 character string
    Procedure
      Step 1   Log into Cisco Unified Contact Center Enterprise.
      Step 2   Click Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
      Step 3   In Configuration Manager, expand Tools.
      Step 4   Double-click Expanded Call Variable List.
      Step 5   In the name box, type the name of the variable.
      Step 6   In ECC variable attributes, check the enabled box.
      Note    The user.whisper and user.media.id ECC variable names are case sensitive.

      Enable Whisper Announcement

      Complete the following steps to enable Whisper Announcement.

      Procedure
        Step 1   Launch Cisco Unified CCX Administration.
        Step 2   Enter username in Username box.
        Step 3   Enter password In Password box.
        Step 4   Click Login.
        Step 5   Select Subsystem > ICM > General. The ICM configuration page appears.
        Step 6   In the Additional VRU call information section, check Media ID and Whisper Announcement check boxes.
        Step 7   Click Update.

        Configure routing script

        Before You Begin
        • Configure the ECC variables.
        • Ensure that a Routing Script is created and uploaded.
        Procedure
          Step 1   Log into UCCE.
          Step 2   Select Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Script Editor.
          Step 3   Select the routing script to modify.
          Step 4   Add a Set Variable node in the routing script. Use the following settings for the Set Variable node:
          Object Type
          Call
          Variable
          Use the user.whisper ECC variable
          Value
          Specify the directory name of the whisper file.
          For example, "wav_files". To use a sub-directory wav_files in app, enter "app/wav_files". You must enclose the path in quotation marks.
          Step 5   Set user.whisper to whisper prompt file name.
          Step 6   Add Send to VRU node before the Queue node.
          Step 7   Click Update.

          Upload Whisper prompt .wav file


          Note


          The length of Whisper Announcement prompt file should be less than the maximum configurable Whisper Announcement timeout value. If the length of Whisper Announcement prompt file exceeds the maximum Whisper Announcement configurable timeout value, when Whisper announcement times out, the incoming call is redirected to agent and the call is auto-answered.


          Before You Begin
          • Configure the ECC variables.
          • Enable Agent Whisper.
          • Configure the routing script.
          Procedure
            Step 1   In Cisco Unified CCX Administration, choose Applications > Prompt Management.
            Step 2   Click Upload Prompts. The Upload Prompt window appears.
            Step 3   Select the file location.
            • Type the name of the .wav file in the File Name box.
            • Click Browse to browse to the file location.
            Step 4   Click Upload.

            Upload ringtone

            Configure the ring tone to be played to the caller when Whisper Announcement is played to the agent.
            Procedure
              Step 1   Launch the Cisco Unified CM Console.
              Step 2   Enter username in Username box.
              Step 3   Enter password in Password box.
              Step 4   Select Media Resources > MOH Audio File Management.
              Step 5   Select .wav file to upload.
              Step 6   Click Upload File. The Upload File Window appears.
              Step 7   In the Upload File box, enter file name OR click Browse to browse to the file location.
              Step 8   Click Upload.

              Configure Network Hold Audio source

              Before You Begin
              • Configure and upload a ringtone.
              • Configure a Call Control Group.
              • Upload the ringtone .wav file.
              Procedure
                Step 1   Select Subsystems > Cisco Unified CM Telephony > Call Control Group from the Cisco Unified CCX Administration menu. The Cisco Unified CM Telephony Call Control Group Configuration page appears.
                Step 2   Select the CTI Port to modify.
                Step 3   Choose the ringtone media source from the Network Hold Audio Source list.
                1. Optional: Click Show More if the Network Hold Audio list does not appear in the window, .
                Step 4   Click Update.

                Configure timeout for Whisper Announcement

                Complete the following steps to configure the timeout length for Whisper Announcements.
                Procedure
                  Step 1   Log into UCCE.
                  Step 2   Select Start > All Programs > Cisco Unified CCE Tools > PG Explorer > Peripheral(tab) > Configuration Parameters (field).
                  Step 3   Click Peripheral tab.
                  Step 4   Enter /WHSTMOUT <n> in Configuration Parameters box where <n> is the time in seconds.

                  Example:/WHSTMOUT 20 The default value is 20.