Packaged CCE Administration Guide for Release 9.0(x)
Manage Calls
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Manage Calls

Manage Calls

This chapter explains the Unified CCE Administration tools relevant for calls.

Administrators have access to all tools documented in this chapter. Supervisors do not have access to these tools.

Bucket Intervals

Configure bucket intervals to report on how many calls are handled or abandoned during specific, incremental time slots. Each bucket interval has a maximum of nine configurable time slots, called Upper Bounds. Upper Bounds are ranges measured in seconds to segment and capture call-handling activity. You can run reports that show calls answered and calls abandoned for these intervals.

For example, if your goal is to have calls handled within 1 minute, you might set up Upper Bounds for intervals that show how many calls are handled in less than or more than 1 minute. Intervals might be for 30 seconds, 60 seconds, 80 seconds, 120 seconds, 150 seconds, 180 seconds, and 240 seconds. Using these intervals, you can see if calls are being answered within 1 minute or if callers are waiting longer. The intervals also give you insight into how long callers are willing to wait before abandoning a call. Perhaps many callers do not abandon a call until they have waited for two minutes. This might indicate that you can modify your goal.

You can associate bucket intervals with Call Types, with Skill Groups, and with Precision Queues.

To avoid reporting inconsistencies, modify Bucket Interval settings only at specific time boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the intervals that you are changing when you modify the boundaries.

Unified CCE ships with a single System default Bucket Interval whose boundaries (increments) are: 8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).

Add and Maintain Bucket Intervals

Procedure
    Step 1   Navigate to Unified CCE Administrator Manage > Call > Bucket Intervals.
    Step 2   Click New to open the New Bucket Interval window.
    Step 3   Complete fields:
    Field Required? Description

    Name

    yes

    Enter a name for the call type using a maximum of 32 characters.

    Upper Bound 1

    yes

    Enter a value in the Upper Bound 1 field, using a number greater than 0 and less than 2147483647. This value is interpreted as seconds, and the beginning value for Upper Bound 1 is 0. For example, your entry of 10 in this field creates an Upper Bound 1 interval of 0 to 10 seconds.

    Upper Bound 2 to Upper Bound 9

    no

    If used, the beginning value for an Upper Bound must be higher than the ending value of the previous Upper Bound. If you leave an Upper Bound field blank, all remaining fields must be blank.

    For Example: To configure three intervals that span 10 seconds each and then have all other calls grouped into an interval that extends beyond your third defined interval, enter the following values:
    • Upper Bound 1 interval: 10 This time slot is 0 to 10 seconds. Reports will show the total number of calls answered and calls abandoned from 0 to 10 seconds.
    • Upper Bound 2 interval: 20 This time slot is any time greater than 10 seconds and less than 20 seconds. Reports will show the total number of calls answered and calls abandoned between 10 and 20 seconds.
    • Upper Bound 3 interval: 30 This time slot is any time greater than 20 seconds and less than 30 seconds. Reports will show the total number of calls answered and calls abandoned between 20 and 30 seconds.
    • All other blank (Upper Bound Intervals 4 to 9 are not set). Reports will show the total number of calls answered and calls abandoned after 30 seconds.
    Step 4   Save the bucket interval to return to the List screen, where a message confirms the successful creation of the bucket interval.

    Call Types

    Call types categorize calls. Based on call type, the system maps a dialed number to a routing script that ultimately sends the call to the appropriate destination. Consider the call types you need to create to meet your reporting needs, and configure a separate call type for each type of call treatment that you want to offer.

    For example, you might create call types for:
    • Calls answered by agents
    • Calls abandoned at the VRU
    • Calls that reroute when the agent does not answer
    • Calls that are transferred and conferenced
    • Outbound Option calls
    • Calls that require Supervisor assistance

    Add and Maintain Call Types

    Procedure
      Step 1   Navigate to Unified CCE Administrator Manage > Call > Call Types.
      Step 2   Click New to open the New Call Type window.
      Step 3   Enter fields:
      Field Required? Description

      Name

      yes

      Enter a name for the call type using a maximum of 32 characters. This name must be unique among call types in the system.

      Description

      no

      Enter a maximum of 255 characters to describe the call type.

      See Native Character Sets.

      Service Level Threshold

      no

      This value is used in reports to identify the percentage of calls that are answered within that time threshold, enabling you to see whether agents are meeting the target goal. The field defaults to the System Default .

      To select a different service level threshold, enter a value in seconds, greater that 1 and less than 86,400.

      Service Level Type

      no

      Indicates how the system software calculates the service level. The field defaults to the System Default . To override the system default for this call type, select one of these other options from the drop down list:
      • Ignore Abandoned Calls: This selection excludes abandoned calls from the service level calculation.
      • Abandoned Calls have Negative Impact: Select this if you want only calls that are answered within the Service level threshold time to be counted as treated calls. The Service Level will be negatively affected by calls that abandon within the Service Level time.
      • Abandoned Calls have Positive Impact: Select this if you consider a call abandoned within the Service level threshold time as a treated call. Abandoned calls will have a positive impact on the Service Level.

      Bucket Intervals

      no

      Bucket intervals appear in call type reports and display the number of calls answered and abandoned for different time intervals.

      Configure the Bucket Interval associated with this call type.

      The field defaults to the System Default configured in . For example, the field might show System Default (New_Bucket_Interval0. For example, the field might show System Default (New_Bucket_Interval).

      To select a different bucket interval:
      • Click the magnifying glass to display Select Bucket Interval.
      • Click the link to select a bucket interval and close the List.
      • Click Save.
      Step 4   Save the call type and return to the List window, where a message confirms the successful creation.

      Dialed Numbers

      Dialed numbers are string values used to select the appropriate routing script so that a voice call or a non-voice task (such as an email or a request for a web chat) can be delivered to an agent. Each dialed number string is configured with a Routing Type and a Media Routing Domain and can be mapped to a Call Type.

      A typical call center requires multiple dialed number strings. In addition to creating dialed number strings for each telephone number that customers can use to reach you, you must set up dialed number strings:

      • So that an agent can transfer to, or conference in, another agent
      • For requery on no answer (RONA)
      • For supervisor/emergency assist calls
      Related References

      Add and Maintain Dialed Numbers

      Procedure
        Step 1   Navigate to Unified CCE Administrator Manage > Call > Dialed Numbers.
        Step 2   Click New to open the New Dialed Numbers window.
        Step 3   Complete fields:
        Field Required? Description

        Dialed Number String

        yes

        This is the value used to route the call. Enter a string value that is unique for the routing type, using a maximum of 25 characters.

        Description

        no

        Enter a maximum of 255 characters to describe the Dialed Number String.

        See Native Character Sets.

        Routing Type

        yes

        From the drop-down menu, select one of the following:
        • External Voice: Select this for Dialed Number Strings that apply to voice calls coming from Cisco Customer Voice Portal (CVP). These calls are referred to as external because they typically come from outside of the enterprise through a gateway. External Voice is the selection for calls that come in from customers and need to be answered by agents or sent to the IVR.
        • Internal Voice: Select this for Dialed Number Strings that can be called from a Cisco Unified Communications Manager phone. These calls must have a Route Point on Unified Communications Manager that corresponds to the internally dialed number. They are referred to as internal because they can only be accessed by Unified Communications Manager. Each internally-dialed number creates a single dialed number record tied to the Unified Communications Manager routing client. Internal Voice is used for dialed numbers that agents use to transfer calls to other agents, to enable the system to redirect calls internally when the agent does not answer, and to direct a call from an agent to a supervisor for assistance. Dialed numbers with the routing type Internal Voice appear on the Supervisor Script Dialed Number list when you create or edit a team. See Add and Maintain Teams.
        • Outbound Voice: Select this for Dialed Number Strings that are used by the Cisco Outbound Option Dialer. These Dialed Number Strings are referenced and used to route calls to agents or to IVR scripts in the Campaign Skill Group Selection.
        • Multichannel: Select this for Dialed Number Strings that are routed to an agent who must interact with a customer by email or by web chat.

        Media Routing Domain

        yes

        The Media Routing Domain associated with the dialed number. Media Routing Domains (MRDs) are Unified CCE entities that organize how requests for media are routed. The system routes calls to agents who are associated with a particular communication medium; for example, voice or email. The selection of Routing Type determines what appears in this field.
        • If the Routing Type is External Voice, Internal Voice, or Outbound Voice, the Media Routing Domain is Cisco_Voice and you cannot change it.
        • If the Routing Type is Multichannel, click the magnifying glass to display Select Media Routing Domain. You see all MRDs that have been created in Unified CCE Configuration Manager.

        Call Type

        no

        To select a different Call Type, click the magnifying glass to display the Select Call Type pop-up window. Click a link to make a selection and close the list. Click x to clear the selection and reapply None.

        Step 4   Save the dialed number to return to the List screen, where a message confirms the successful creation.

        Expanded Call Variables

        Calls can carry data with them as they move through the system. This data, called expanded call variable data, is embedded with the call and is visible to the agent on the Finesse and CTI OS agent desktops. Seeing expanded call variable data can assist the agent in working with the caller.

        The call context data that is stored in an expanded call variable can be set or updated by Customer Voice Portal (CVP), by Unified CCE scripting, or by an agent who is transferring the call.

        • If the call is at Unified CVP for IVR treatment, the call context is exchanged between Unified CVP and Unified CCE.
        • If the call is at an agent, the call context is exchanged between the desktop (CTI OS or Finesse) and Unified CCE.

        Note that this is a two-way exchange: in some cases the expanded call variable data is sent to Unified CCE from Unified CVP or the agent desktop, and in some cases the data is sent by Unified CCE based on script configuration to Unified CVP or the agent desktop.

        Cisco-defined expanded call variables are identified by the Cisco Provided check box on the Edit Expanded Call Variable screen. You can create new expanded call variables subject to certain sizing constraints.

        Add and Maintain Expanded Call Variables

        Procedure
          Step 1   Navigate to Unified CCE Administrator Manage > Call > Expanded Call Variables to open the List of Expanded Call Variables.

          The List of Expanded Call Variables is populated with Cisco-provided expanded call variables that carry such data as the account number for the contact and the caller's time zone. These are:

          • user.microapp.app_media_lib
          • user.microapp.error_code
          • user.microapp.FromExtVXML
          • user.microapp.ToExtVXML
          • user.microapp.metadata
          • user.microapp.input_type
          • user.microapp.play_data
          • user.microapp.sys_media_lib
          • user.microapp.UseVXMLParams

          The top of the window tracks the number of bytes used by the current list of expanded call variables, measured against the system total and the CTI Server total.

          Step 2   Click New to open the New Expanded Call Variable window.
          Step 3   Complete fields:
          Field Required? Description

          Name

          yes

          The name of the expanded call variable, prepended by user. This field allows a maximum of 32 characters. (This maximum includes the four characters in user.) The name must be unique. To accomplish this, use a consistent naming syntax such as user.company.name, where company identifies the company and name is the expanded call variable.

          Description

          no

          Enter up to 255 characters to describe the expanded call variable. There is no restriction of characters.

          See Native Character Sets.

          Maximum Length

          yes

          Specifies the maximum number of characters allowed in the value that will be stored in the expanded call variable value (the size of the variable string). The range is from 1 to 210 characters.

          Array

          no

          This field is unchecked by default to indicate that the expanded call variable is scalar. Select this to configure the expanded call variable as an array, not a scalar.

          Maximum Array Size

          no

          This field appears when Array is checked. Use it to indicate the maximum number of elements (1-255) in the array.

          Enabled

          no

          Visible only when Array is unchecked, checking this indicates that the scalar expanded call variable is currently enabled—it can be used in scripts and appears on the agent desktop.

          Persistent

          no

          Visible only when Array is unchecked, checking this indicates that data for this scalar expanded call variable will be written to the historical database; specifically to the Termination Call Detail (TCD) and Route Call Detail (RCD) tables. Note that storing excessive call variable data can degrade historical database performance. Only persistent call variables are written to the historical database. Non-persistent variables can be used in routing scripts, but are not written to the database.

          Cisco Provided

          This check box is display-only and appears only for the expanded call variables that are provided with the system. For this reason, the New Expanded Call Variable window does not include this field.

          Bytes Required (if enabled)

          This display-only field indicates the number of bytes required to store the expanded call variable in the system.

          Bytes Required in CTI Server (if enabled)

          This display-only field is similar to Bytes Required, above, but applies to the CTI Server. In CTI Server, the number of bytes required includes the length of the expanded call variable name.

          Total Bytes Required for Enabled Variables: # of maximum 2000 bytes (# bytes remaining)

          This display-only field keeps a running total of the number of bytes used by all expanded call variables in reference to the maximum allowed 2000 bytes.

          Total Bytes Required for Enabled Variables in CTI Server: # of maximum 2500 bytes (# bytes remaining)

          This display-only field keeps a running total of the number of bytes used by all expanded call variables in reference to the maximum 2500 bytes allowed in the CTI server.

          Step 4   Save the expanded call variable and return to the List window, where a message confirms the successful creation.

          Sizing Expanded Call Variables

          An expanded call variable name can be up to 32 characters long. The Maximum Length of an expanded call variable is 210 characters. If the variable is an array, the Maximum Array Size is 255. The number of characters or digits does not indicate the number of bytes. For example, a scalar expanded call variable of 10 characters could take up 15 bytes of space.

          Expanded call variable usage impacts PG, Router, and Logger bandwidth. As a best practice and to control capacity impact, the Expanded Call Variables List, Add, and Edit windows track the space that your expanded call variables are consuming, as compared with the system maximums.

          The maximum amount of space that all expanded call variables can take up in Unified Contact Center cannot exceed 2000 bytes. Each expanded call variable in Unified CCE is calculated using the following formula:
          • For scalar: 5 + Maximum_Length
          • For array: 5 + (1 + Maximum_Length) * (Maximum_Array_Size)

          The maximum amount of space that all expanded call variables can take up in CTI Server cannot exceed 2500 bytes. Each expanded call variable in CTI Server is calculated using the following formula:

          • For a scalar variable, the size is length of Name + Maximum Length + 4.
          • For an array variable, the size is (length of Name + Maximum Length + 5) * Maximum Array Size.

          Network VRU Scripts

          Not all calls are delivered directly to agents. Some are sent to a Voice Response Unit (VRU) instead of, or before, they are sent to an agent. In the Packaged CCE deployment, the VRU is Customer Voice Portal (Unified CVP). You must configure Network VRU scripts to direct Unified CVP on how to handle the treatment of individual calls.

          These directions are called CVP Micro-Application functions. There are six Unified CVP micro-application types:

          • Play Media (PM) - Retrieves and plays a media file such as a welcome.wav or an agent greeting.
          • Play Data (PD) - Retrieves and plays data of various types, such as numbers, characters, time of day, or currency.
          • Get Digits (GD) - Plays a media file and retrieves digits from the caller.
          • Menu (M) - Plays media menu file and retrieves a single telephone keypad entry from the caller.
          • Get Speech (GS) - A "GS,Server,V" script is provided with Packaged CCE and appears in the List of Network VRU Scripts.
          • Capture - Allows you to trigger the storage of current call data at various points.

          Add and Maintain Network VRU Scripts

          Procedure
            Step 1   Navigate to Unified CCE Administrator Manage > Call > Network VRU Scripts to open the List of Network VRU Scripts. There is one default Network VRU Script (GS,Server,V), which is used to route calls to the VXML Server IVR application.
            Step 2   Click New to open the New Network VRU Script window.
            Field Required? Description

            Name

            yes

            Enter a unique name that will identify the script, using a maximum of 32 alphanumeric characters. For example: Play Welcome.

            Description

            no

            Enter additional information about the script. See Native Character Sets.

            Routing Type

            yes

            Retain the default (Voice) or select Multichannel from the drop-down. Voice routes the script to Unified CVP. Multichannel routes the script to Unified E-Mail Information Manager/Web Interaction Manager (EIM/WIM) to support customer-agent chat.

            VRU Script Name

            yes

            Enter the name of the script as it is known on the Unified CVP.

            Configuration Param

            no

            A string used by Unified CVP to pass additional parameters to the IVR Service. The content of the string depends on the micro-application to be accessed. The format is parameter,parameter,parameter.

            Timeout

            yes

            Enter a number to indicate the number seconds for the system to wait for a response from the routing client after directing it to run the script. The default value is 180 seconds. Valid values are 1 to 2147483647.

            Interruptible

            no

            Checked by default, this check box indicates whether or not the script can be interrupted; for example,when an agent becomes available to handle the call..

            Step 3   Save the network VRU script to return to the List window, where a message confirms the successful creation.

            After you add a network VRU script, it is visible in the Script Editor Run External Script node. Processing this script node sends the network VRU script parameters to Unified CVP. Once the system establishes that the call has been successfully delivered, the Run VRU Script node executes, instructing Unified CVP to run the network VRU script and apply the call treatment.


            VRU Script Name Parameters

            VRU Script Name parameters are positional, and take the format Micro_app acronym,parameter,parameter.

            • The micro-application acronym is case-insensitive (Enter PM or pm.)
            • Use double commas (,,) to skip a parameter; Unified CVP will supply the default.

            The Play Media position sequence is PM,media file name,media library type,Uniqueness value.

            The Play Data position sequence is PD,Data Playback Type,Uniqueness value.

            The Get Digits position sequence is GD,media file name,media library type,Uniqueness value.

            The Menu position sequence is M,media file name, media library type,Uniqueness value.

            Parameter Name

            Used For

            Notes

            Media File Name Options are:

            • A file name - (for instance, a .wav file)
            • (number 1-10) - Unified CVP plays the file in the corresponding Call.PeripheralVariable file. For example, a value of 2 instructs Unified CVP to look at Call.PeripheralVariable2. If you use the (number 1-10) option and set the Media Library Type to "V," Unified CVP plays the external VoiceXML file specified in the corresponding Call.PeripheralVariable. If you set the value to (no value) and set the Media Library Type to "A" or "S", the IVR Service creates VoiceXML without a media prompt.
            • a - Unified CVP will automatically generate the media file name for agent greeting when this option is specified. The file name is based on GED-125 parameters received from Unified ICM. This option is only valid if the Media Library Type is not set to V.

            Play Media

            Get Digits

            Menu

            "a" is used for PlayMedia only

            Data Playback Type options are:

            • Number
            • Char (character)
            • Date
            • Etime (elapsed time)
            • TOD (Time of Day)
            • 24TOD (24-hour Time of Day)
            • DOW (Day of Week)
            • Currency (USD only)

            Play Data

            Media Library Type Flag indicating the location of the media files to be played. Options are:
            • A - (default) Application
            • S - System
            • V - External VoiceXML

            Play Media

            Get Digits

            Menu

            V is an option for PlayMedia only.

            Uniqueness value Optional. A string identifying a VRU Script Name as unique.

            Play Media

            Play Data

            Get Digits

            Menu

            Sample VRU Script Names

            This VRU Script Name

            Tells Unified CVP

            PM,July,S

            To use the Play Media (PM) micro-application to play the"July.wav" Media file, using the System (S) Media library.

            PM,WebSite,,1

            To use the Play Media (PM) micro-application to play the"Website.wav" media file, using the default Media Type (Application library), and setting 1 as the Uniqueness value.

            GD,Password,A,O

            To use the Get Digits micro-application to play the media file named password.wav, using the Application (A) media library and setting 0 as the Uniqueness value.

            M,Main_Menu

            To use the Menu micro-application to play the media file named Main_Menu.wav.

            Configuration Parameters

            Configuration parameters are positional, and take the format parameter,parameter,parameter.

            Use double commas (,,) to skip a parameter; Unified CVP will supply the default.

            The Play Media position sequence is Barge-in allowed,RTSP Timeout,Type-ahead Buffer Flush.

            The Play Data position sequence is Location of files to be played,Barge-in allowed,Time Format,Type-ahead Buffer Flush.

            The Get Digits position sequence is Minimum Field Length,Minimum Field Length,Barge-in allowed,Inter-digit Timeout,No Entry Timeout,Number of Invalid Tries,Timeout Message Override,Invalid Entry Message Override,Dtmf Termination Key,IncompleteTimeout.

            The Menu position sequence is List of Menu Choices,Barge-in allowed,No Entry Timeout,Number of No Entry Tries,Number of Invalid Tries,Timeout Message Override,Invalid Entry Message Override.

            Parameter Name

            Used For

            Notes

            Barge-in Allowed Valid options are:

            • Y - barge-in allowed. Note that DTMF barge-in is supported. Voice barge-in is not.
            • N - (the default) barge-in not allowed

            Play Media

            Play Data

            Ge tDigits

            Menu

            Unified CVP handles barge-in as follows:
            • If barge-in is not allowed, the SIP/H.323 Service/Gateway continues prompt play when a caller starts entering digits, and the entered digits are discarded.
            • If barge-in is allowed, the H.323Service/Gateway discontinues prompt play when the caller starts entering digits.
            DTMF Termination Key A single character that, when entered by the caller, indicates digit entry is complete. Valid options are:
            • 0 to 9
            • * (asterisk)
            • # (pound sign, the default)
            • N (no termination key)

            Get Digits

            Incomplete Timeout The amount of time after a caller stops speaking to generate an invalid entry error because the caller input does not match the defined grammar. The valid options are 0 to 99. The default is 3.

            Get Digits

            V is an option for PlayMedia only.

            Inter-digit Timeout The number of seconds the caller is allowed between entering digits. If exceeded, the system timesout.

            The valid options are 1-99. The default is 3.

            Get Digits

            Invalid Entry Message Override The valid options are:
            • Y - override the system default with a pre-recorded Application Media Library file
            • N - (default) do not override the system default

            Get Digits

            Menu

            List of Menu Choices Valid options are:
            • 0-9
            • * (asterisk)
            • # pound sign

            Menu

            Formats allowed include:
            • Individual options delimited by a / (forward slash)
            • Ranges delimited by a - (hyphen) with no space
            Location of the data to be played Valid options are:
            • null (the default) - If you leave this option empty, the system uses the expanded call variable named user.microapp.play_data.
            • a number representing a Call Peripheral Variable number (for example, a 1 to represent Call.PeripheralVariable1).

            Play Data

            Maximum Field Length Maximum number of digits expected from the caller. The valid options are 1 to 32. The default is 1.

            Get Digits

            Minimum Field Length Minimum number of digits expected from the caller. The valid options are 1 to 32. The default is 1.

            Get Digits

            No Entry Timeout The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out. The valid options are 0 to 99. The default is 5.

            Get Digits

            Menu

            Number of Invalid Tries Unified CVP repeats the "Get digits" cycle when the caller enters invalid data. (Total includes the first cycle.) The valid options are 1 to 9. The default is 3.

            Get Digits

            Menu

            Number of No Entry Tries Unified CVP repeats the "Get Digits" cycle when the caller does not enter any data after the prompt has been played. (Total includes the first cycle.) The valid options are 1 to 9. (The default is 3.)

            Get Digits

            Menu

            RTSP Timeout Specifies the Real-time Streaming Protocol (RTSP) timeout—in seconds—when RTSP is used. The valid range is 0 to 43200 seconds. The default is 10 seconds. If the value is set to 0 or a timeout value is not provided, the stream will not end.

            Play Media

            Time format Valid only for the time Data Playback types Etime, TOD, and 24TOD.

            The available formats are:
            • null - leave this option empty for non-time formats
            • HHMM - default for time formats
            • HHMMSS
            • HHMMAP - includes am or pm; valid only for TOD

            Play Data

            Timeout Message Override. The valid options are:
            • Y - override the system default with a pre-recorded Application Media Library file
            • N - (default) do not override the system default

            Get Digits

            Menu

            Type-ahead buffer flush The Cisco VoiceXML implementation includes a type-ahead buffer that holds DTMF digits collected from the caller. When the VoiceXML form interpretation algorithm collects user DTMF input, it uses the digits from this buffer before waiting for further input. This parameter controls whether the type-ahead buffer is flushed after the prompt plays out. A false value(default) means that the type-ahead buffer is not flushed after the prompt plays out. If the prompt allows barge-in, the digit that barges in is not flushed. Valid options are:
            • Y—flush the type-ahead buffer
            • N—(default) do not flush the type-ahead buffer

            Play Media

            Play Data

            Sample Configuration Values

            This Configuration sequence

            Tells Unified CVP

            (for a Menu micro-application)

            0-2/9,,4,2,2

            To accept numbers 0, 1, 2, and 9.

            , (Skipped parameter) To accept the default barge-insetting (Y).

            To set the no entry timeout value to 4 seconds.

            To allow 2 not entry tries.

            To allow 2 invalid tries.

            To accept all other defaults.

            (for a Get Digits micro-application)

            GD,Password,A,O

            To use the Get Digits micro-application to play the media file named password.wav, using the Application (A) media library and setting 0 as the Uniqueness value

            (for a Menu micro-application)

            M,Main_Menu

            To use the Menu micro-application to play the media file named Main-Menu.wav.