Packaged CCE Optional Features Guide for Release 9.0(x)
Agent Greeting
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Contents

Agent Greeting

Capabilities

The Agent Greeting feature lets an agent record a message that plays automatically to callers when they connect to the agent. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced, language-appropriate, and enthusiastic introduction. Another benefit is that it saves the agent from having to repeat the same introductory phrase for each call. It also gives the agent a moment to review the desktop software screen pop-ups while the greeting plays.

The process of recording a greeting is much the same as recording a message for voice mail. Depending on how the call center is set up, agents may be able to record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when agents log in to their agent desktop. Agents can turn greeting play off and on as necessary.

Agent Greeting phone requirements (for local agents only)

Agent Greeting is available to agents and supervisors who use IP Phones with Built-In Bridge (BIB). These agents are typically located within a contact center. Phones used with Agent Greeting must meet these requirements:

  • The phones must have the BIB feature.

    Note


    If you disable BIB, the system attempts to use a conference bridge for agent greeting call flow and raises a warning event.


  • The phones must be running firmware version CM 8.5(1) or greater. (In most cases, phone firmware upgrades automatically when you upgrade your Unified Communications Manager installation.)
  • See the Cisco Packaged Contact Center Enterprise Design Guide (formerly called the Cisco Packaged Contact Center Enterprise Specification Guide) at http:/​/​cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html for the list of supported Packaged CCE phone models.

Agent Greeting functional limitations

Agent Greeting is subject to these limitations.

  • Agent Greeting does not support outbound calls made by an agent. The announcement plays for inbound calls only.
  • Only one Agent Greeting file plays per call.
  • Supervisors cannot listen to agent recorded greetings.
  • Agent Greetings do not play when the router selects the agent through a label node.
  • The default CTI OS Toolkit Agent desktop includes the Agent Greeting buttons. If you do not set up Agent Greeting, the Agent Greeting buttons do not execute any functionality. If you use the default desktop but do not plan to use Agent Greeting, you should remove the buttons.
  • Agent Greeting supports Silent Monitoring (CTI OS and Unified CM-based) with this exception: For Unified-CM based Silent Monitoring, supervisors cannot hear the greetings themselves. If a supervisor clicks the Silent Monitor button in their CTI OS desktop while a greeting is playing, a message displays stating that a greeting is playing and to try again shortly.

Whisper Announcement with Agent Greeting

You can use Agent Greeting with the Whisper Announcement feature. Here are some things to consider when using them together:

  • On the call, the Whisper Announcement always plays first.
  • To shorten your call-handling time, use shorter Whisper Announcements and Agent Greetings than you might if you were using either feature by itself. A long Whisper Announcement followed by a long Agent Greeting equals a long wait before an agent actively handles a call.
  • If you use a Whisper Announcement, your agents probably handle different types of calls: for example, "English-Gold Member-Activate Card," "English-Gold Member-Report Lost Card," "English-Platinum Member-Account Inquiry." Therefore, you may want to ensure that greetings your agents record are generic enough to cover the range of call types.

Initial setup

This section is intended for system administrators responsible for installing and configuring Packaged CCE. It describes the one-time tasks required to set up Agent Greeting.

Configuration requirements

The following configuration components must be in place to deploy Agent Greeting.

Where

What

Unified Communications Manager

For phones that use Agent Greeting, you must set the Built-in-Bridge option to On or Default (if the value of Default is On). To verify, in Unified CM Administration, select Device > Phone > Built in Bridge.

Unified CCE

Agent Greeting is supported with Type 10 Network VRUs only. (Type 10 is required to allow CVP to control the call). If your current Unified CCE deployment is not configured for a Type 10 VRU, you must modify it accordingly.

Agent Greeting requires at minimum three expanded call variables.

  • user.microapp.ToExtVXML: This is used twice in an Agent Greeting record script: the first time is to queue the Unified CVP RecordAgentGreeting application; the second time is to tell the recording application where to save greeting files. Configure it as an array with size 3. Use the Unified CCE Administration tool to ensure this variable includes these settings: Maximum Length - 100 and Enabled.
  • user.microapp.app_media_lib:This is required in Agent Greeting record and play scripts to specify the dedicated directory on the media server where your greeting audio files are stored. Maximum Length - 100 and Enabled.
  • user.microapp.input_type: This is required in Agent Greeting record scripts to limit the allowable input type to DTMF. Maximum Length - 100 and Enabled.
No other expanded call variables are needed if you serve your files from the Unified CVP default media server, and your files are in the media server default locale directory ("<web_server_root>\en-us\app"). However, if you store your files in a location other than these defaults, you must use one or more of the expanded call variables in the next row in your scripts.

Unified CCE (optional variables, used to override defaults)

To make these variables available to your script authors, confirm that they are defined in the Unified CCE Administration tool. For instructions about defining ECC variables for CVP, see the Cisco Unified Customer Voice Portal Configuration and Administration Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1006/​tsd_​products_​support_​series_​home.html.

  • user.microapp.media_server: Use to identify the Unified CVP media server if it is other than the default.
  • user.microapp.locale: Use to specify the name of the locale directory on the media server if it is other than the default ("en-us").
  • user.microapp.UseVXMLParams: Required in your record script if you include the user.microapp.media_server variable. It tells the external VXML recording script to use the name/value pair of the application that you pass in the user.microapp.ToExtVXML variable.

Unified CVP

Your Unified CVP installation must include the Unified CVP VXML Server and the Unified CVP Call Server. The VXML Server must be deployed and connected to the Call Server using the configuration in the CVP Operations Console.

Agent Greeting deployment tasks

Procedure
    Step 1   Ensure your system meets the baseline requirements for software, hardware, and configuration described in the System Requirements and Limitations section.
    Step 2   Configure one or more servers to act as media servers. Configuration requirements include IIS and FTP.
    Step 3   In CVP, add media servers, configure FTP connection information, and deploy the media servers.
    Step 4   Configure a Unified CVP media server, if you have not already done so. See Configure media server for Agent Greeting.
    Step 5   In Unified CVP, republish the VXML Gateway.tcl scripts with updated Agent Greeting support. See Republish .tcl scripts to VXML Gateway for Agent Greeting support.
    Step 6   Set the cache size on the VXML Gateway. See Set cache size on VXML Gateway.
    Step 7   Record the voice prompts to play to agents when they record a greeting and to deploy the audio files to your media server, see Create voice prompts for recording greetings.
    Step 8   Configure call types to record and play agent greetings.
    Step 9   Configure dialed numbers to record and play agent greetings.
    Step 10   Schedule the script
    Step 11   Define Network VRU scripts for Agent Greeting.
    Step 12   In Script Editor:
    Step 13   Modify the Unified CCE call routing scripts to use Play Agent Greeting script.

    Configure media server for Agent Greeting

    Agent Greeting uses the Unified CVP media server. If you previously configured and deployed one or more Unified CVP media servers for other features, you do not have to configure any additional servers for Agent Greeting. You can optionally add additional media servers.

    Agent Greeting uses the Unified CVP media server to store and serve the following types of files:

    • Prompt files, prepared by Administrators. These files supply the prompts that agents hear when they record their greetings. The Administrator must manually add the prompt files to all of the media servers that their Agent Greeting scripts will query to retrieve those files.
    • Greeting files, recorded by agents. These files are the actual greetings that play to callers. They are recorded by individual agents. The system handles the storage of these files as follows:
      • A greeting file is named using the convention AgentGreetingType_agentID. For more about AgentGreetingType, see Specify AgentGreetingType call variable.
      • When a greeting is first recorded, it is stored temporarily on the Unified CVP Call Server, where an agent can listen to it prior to confirming its use.
      • When the agent confirms the greeting, the file is transferred, using FTP, to all media servers that are deployed and are configured with FTP enabled. Make sure an FTP server is installed and configured for the correct version of IIS on the media server. For instructions consult the Microsoft corporation (http:/​/​microsoft.com).
      • To satisfy a request for the greeting to play to a caller, the greeting file is copied from the media server to the VXML Gateway, where it is cached. The cached copy is used to satisfy subsequent requests for the greeting. Content expires in the cache based on the cache timeout period defined on the media server.

    The routing scripts look for the prompt and greeting files either on the configured default Unified CVP media server or on a specific server identified in the script. Some typical scripting scenarios for retrieving files for Agent Greeting include:

    • All files are retrieved from the default server.
    • All files are retrieved from the default server if available; otherwise, a redundant server is queried.
    • For security, the prompt files are retrieved from one server and the greetings files are retrieved from a different server.
    • For load balancing, the greetings files are dispersed among several servers and retrieved based on tests in the script.

    Republish .tcl scripts to VXML Gateway

    The .tcl script files that ship with Unified CVP Release 9.0(1) include updates to support Agent Greeting. You must republish these updated files to your VXML Gateway.

    Procedure
      Step 1   In the Unified CVP Management Console, select Bulk Administration > File Transfer > Scripts and Media.
      Step 2   Set Device to Gateway.
      Step 3   Select the gateways you want to update. Typically you would select all of them unless you have a specific reason not to.
      Step 4   Select Default Gateway Files.
      Step 5   Click Transfer.

      Set cache size on VXML Gateway

      To ensure adequate performance, set the size of the cache on the VXML Gateway to the maximum allowed. The maximum size is 100 megabytes; the default is 15 kilobytes. Failure to set the VXML Gateway cache to its maximum can result in slowed performance to increased traffic to the media server.

      Use the following Cisco IOS commands on the VXML Gateway to reset the cache size:

      conf t
      http client cache memory pool 100000
      exit
      wr

      For more information about configuring the cache size, see the Cisco Unified Customer Voice Portal Configuration and Administration Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1006/​tsd_​products_​support_​series_​home.html.

      Create voice prompts for recording greetings

      You must create audio files for each of the voice prompts that agents hear as they record a greeting. The number of prompts you require can vary, but a typical set can consist of:

      • A welcome followed by a prompt to select which greeting to work with (this assumes you support multiple greetings per agent)
      • A prompt to select whether they want to hear the current version, record a new one, or return to the main menu
      • A prompt to play if a selected greeting is not found.

      To create voice prompts for recording greetings:

      Procedure
        Step 1   Create the files using the recording tool of your choice. When you record your files:
        • The media files must be in .wav format. Your .wav files must match Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
        • Test your audio files. Ensure that they are not clipped and that they are consistent in volume and tone.
        Step 2   After recording, deploy the files to your Unified CVP media server. The default deployment location is to the <web_server_root>\en-us\app directory.
        Step 3   Note the names of the files and the location where you deployed them on the media server. Your script authors need this information for the Agent Greeting scripts.

        Built-in recording prompts

        The Unified CVP Get Speech micro-application used to record Agent Greetings includes the following built-in prompts:

        • A prompt that agents can use to play back what they recorded
        • A prompt to save the greeting, record it again, or return to the main menu
        • A prompt that confirms the save, with an option to hang up or return to the main menu

        The built-in prompts are installed on each server at <CCE_root>\wav and are referenced in the example recording script that is included with Packaged CCE. To deploy the example script, copy the audio prompts to the <web_server_root>\en-us\app directory on your media server.

        You can replace these .wav files with files of your own. For more information, see the Unified Customer Voice Portal Call Studio documentation at http:/​/​www.cisco.com/​en/​US/​products/​ps7235/​tsd_​products_​support_​series_​home.html

        Configure call types

        To record and play agent greetings, create the following call types.

        Procedure
          Step 1   In Unified CCE Administration, select Manage > Call Type.
          Step 2   Create a call type to record agent greetings and use the name RecordAgentGreeting.
          Step 3   Create a call type to record agent greetings and use the name PlayAgentGreeting.

          Configure dialed numbers

          To record and play agent greetings, create the following dialed numbers.

          Procedure
            Step 1   In Unified CCE Administration, select Manage > Dialed Number.
            Step 2   Create a dialed number to record agent greetings and use the name RecordAgentGreeting. The name must math exactly and is case-sensitive.
            Step 3   Create a dialed number to record agent greetings and use the name PlayAgentGreeting. The name must math exactly and is case-sensitive.
            Step 4   Complete the following for each dialed number:
            1. For routing type, use Internal Voice.
            2. Leave domain as is. The domain defaults to a set value and you cannot change it.
            3. To associate each number to its call type (and to a script that will execute), select the call type that matches the purpose of each dialed number.

            Schedule the script

            Procedure
              Step 1   Select Script > Call Type Manager.
              Step 2   From the Call Type Manager screen, select the Schedule tab.
              Step 3   From the Call type drop-down list, select the call type to associate with the script; for example, PlayAgentGreeting.
              Step 4   Click Add and select the script you want from the Scripts box.
              Step 5   Click OK twice to exit.

              Define Network VRU scripts for Agent Greeting

              For Agent Greeting record and play scripts to interact with Unified CVP, Network VRU scripts are required. The number of VRU scripts that you require and how you configure them depends on how you choose to script Agent Greeting.

              To create these scripts, log into Packaged CCE Administration and select Manage > Network VRU Script.

              The following table lists an example set of Agent Greeting Network VRU scripts based on the example Agent Greeting scripts that are included with the software.


              Note


              If you require the following example VRU scripts, you must manually create them.


              Table 1 Agent Greeting Network VRU Scripts
              Name /

              VRU Script Name

              Configuration Parameter Interruptible

              (Y/N)

              What it does

              AgentGreeting

              PM,-a

              null

              N

              Causes a saved greeting audio file to play. The -a parameter automatically generates the file name by concatenating the agent's Login Name with the AgentGreetingType variable value set in your routing scripts that target an agent.

              GreetingMenu_1_to_9

              M,press_1_thru_9_greeting,A

              1-9

              Y

              During a recording session, play an audio file that presents a voice menu prompting the agent to press the number corresponding to the greeting he or she wants to record. The 1-9 configuration parameter defines the range of allowable keys. So this value also determines the number of concurrent greetings agents can have. The A parameter specifies that the file is in the (default) Application directory on the Unified CVP VXML Server.

              GreetingSubMenu

              M,press1-press2-press3,A

              1-3

              Y

              During a recording session, play an audio file that prompts the agent to press 1 to listen to a greeting, 2 to record, or 3 to go to the main menu.

              Greeting_Not_Found

              PM,no_greeting_recorded,A

              Y

              Y

              During a recording session, if an agent tries to play back a greeting that does not exist, play the no_greeting_recorded audio file. The Y configuration parameter in this instance allows barge-in (digit entry to interrupt media playback).

              T10_GS_AUDIUM

              GS,Server,V, FTP

              ,,,,,,,,,,Y

              Y

              This starts the external VXML application that records the greeting. The VRU script name must be specified exactly as shown and is case-sensitive.

              The Y parameter in the eleventh position of the Configuration Parameter is required. It allows the script to pass FTP connection information to the VXML server. The VXML server then uses this information to make an FTP connection to the media server when saving greeting files.

              Import example Agent Greeting scripts

              To view or use the example Agent Greeting scripts, you must first import them into Script Editor. To import the scripts:

              Procedure
                Step 1   Launch Script Editor.
                Step 2   Select File > Import Scriptand select a script to import.

                The scripts are located in the icm\bin directory on the data server (DS) node.

                Note   

                When you import the example scripts, Script Editor maps objects that are referenced in the scripts. Some of the objects, such as the external Network VRU scripts, skill groups, route to skill group, or precision queue, do not map successfully. You must create these manually or change these references to point to existing scripts, skill groups, and precision queues in your system.


                What to Do Next

                In addition to importing the scripts, you may need to modify the following items. For more information, see Agent Greeting scripts.

                • If you do not use a default media server, you must modify the media server specification.
                • If you do not use the default values for application and locale (en-us/app), you must modify the path name of greeting files.
                • Using the Unified CCE Administration tool, enable all expanded call variables referenced by the following sample scripts.

                Agent Greeting example routing scripts

                The example routing script files in the icm\bin directory include:

                • AG.ICMS—This script sets up an Agent Greeting by setting the greeting type to be used on the call and then queueing the call to a skill group or precision queue. Once an agent is selected from the skill group or precision queue and the call routed to the agent, the PAG.ICMS script is invoked. It requires that you define an AgentGreeting VRU script (described in Define Network VRU scripts for Agent Greeting) and a skill group.
                • PAG.ICMS—This script causes an Agent Greeting to play. It is invoked by the PlayAgentGreeting dialed number that you configured earlier in the configuration process. This number must be associated with a call type that then executes the script. It requires that you define an AgentGreeting VRU script, described in Define Network VRU scripts for Agent Greeting.
                • RECORD_AG.ICMS—This script lets agents record a greeting. It is called from the agent desktop when an agent clicks the Record Agent Greeting button. It prompts the agent to select which greeting to play or record. This script is invoked by the RecordAgentGreeting dialed number that you configured earlier in this configuration process. It requires that you define all five VRU scripts described in Define Network VRU scripts for Agent Greeting.
                • WA_AG.ICMS—This script plays a Whisper Announcement and an Agent Greeting together on the same call flow. It requires that you define an AgentGreeting VRU script (described in Define Network VRU scripts for Agent Greeting) and a skill group.

                Note


                The PAG.ICMS and RECORD_AG.ICMS example scripts assume that a default media server is configured in Unified CVP, and the greeting files are stored in a dedicated directory named ag_gr directory. The WA_AG.ICMS script does not include a dedicated directory.



                Note


                For greeting, the initial script sets up the call between caller and agent, and a different script plays the greeting to the agent after the caller is connected. If the initial Unified CCE script overrides the default media server with a SET node, the call context of expanded call variables is preserved on the greeting playback call as well, and the Default Media Server may be overridden. In this case, modify the greeting playback script to use a SET node with the correct media server.


                Test Agent Greeting file path

                When an agent records a greeting, the greeting file is saved with a system-generated name as follows:
                • The file name starts with the value of the Call.AgentGreetingType variable associated with the choice the agent made when recording the greeting. For example, if the agent selected the first option, and the Agent Greeting record script sets the first option to "1," then the greeting file name is appended with _1. As another example, if descriptive strings were implemented, and the first option is associated with the string "French," then the greeting file name starts with French_.
                • The agent's id number is appended to the starting string. For agent 10201 would have greeting files named 10201_1 or 10201_French.
                The greeting file is saved in a directory whose path is determined by the following variables in the Agent Greeting record script:
                • A specific media server, or the default media server. (The file is later pushed to all FTP-enabled media servers.)
                • A specific application directory, or the default application directory.
                • A specific locale directory, or the default locale directory.

                To test the path you defined to the greeting file in your script variables, plug the complete URL into a browser. The .wav file should play. For example:

                • If your script uses a default media server whose IP is 192.1.1.28 + the default locale + an application directory named greet + agent123_im1.wav, then the generated URL should be http://192.1.1.28/en-us/app/greet/agent123_1.wav. Entering this URL into a browser should cause this agent’s greeting to play.
                • If your script includes: http://my_server.my_domain.com + the default locale + an application directory app/greet + agent123_1.wav, then the path should be http://my_server.my_domain.com/en-us/app/greet/agent123_1.wav.

                Modify the Unified CCE call routing scripts to use Play Agent Greeting script

                For an Agent Greeting play script to run, you must add an AgentGreetingType Set Variable node to your existing Unified CCE call routing scripts: This variable's value is used to select the audio file to play for the greeting. Set the variable before the script node that queues the call to an agent (that is, the Queue [to Skill Group or Precision Queue], Queue Agent, Route Select, or Select node). For more information, see Agent Greeting example routing scripts.

                Specify AgentGreetingType call variable

                To include Agent Greeting in a script, insert a Set Variable node that references the AgentGreetingType call variable. The AgentGreetingType variable causes a greeting to play and specifies the audio file it should use. The variable value corresponds to the name of the greeting type for the skill group or Precision Queue. For example, if there is a skill group or Precision Queue for Sales agents and if the greeting type for Sales is '5', then the variable value should be 5.

                You can use a single greeting prompt throughout a single call type. As a result, use one AgentGreetingType set node per script. However, as needed, you can set the variable at multiple places in your scripts to allow different greetings to play for different endpoints. For example, if you do skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.


                Note


                Only one greeting can play per call. If a script references and sets the AgentGreetingType variable more than once in any single path through a script, the last value to be set is the one that plays.


                Use these settings in the Set Variable node for Agent Greeting:

                • Object Type: Call.
                • Variable: Must use the AgentGreetingType variable.
                • Value: Specify the value that corresponds to the greeting type you want to play. For example: "2" or "French"
                  • You must enclose the value in quotes.
                  • The value is not case-sensitive.
                  • The value cannot include spaces or characters that require URL encoding.

                The following script example illustrates how to include Agent Greeting in a script using the Set Variable node:

                Figure 1. Modified call routing script to enable greeting play

                Include Agent Greeting controls in agent desktops

                CTI OS includes Active X objects that let you include Agent Greeting controls in your COM and C++ sourced agent desktops. Available controls include Enable Greeting, Disable Greeting, and Record Greeting. For more information, see the CTI OS Developer Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​tsd_​products_​support_​series_​home.html for more information. Agent Greeting controls are not supported with Java or .NET based CTI OS desktops, or with non-CTI OS desktops such as CAD.

                Agent Greeting scripts

                Agent Greeting requires two call routing scripts: one that agents can use to record greetings and one to play a greeting to callers. Examples of these scripts are included in your installation. This section describes the elements in the installed example scripts, including optional features and other modifications that you can make. To create scripts from scratch, use this section to understand the required elements in Agent Greeting scripts.


                Note


                If you plan to use the installed example scripts out of the box, you can ignore this section.


                Agent Greeting recording script

                The Agent Greeting recording script is a dedicated routing script that allows agents to record greetings. You can use the installed example scripts or create your own.

                The script should be called from the agent desktop when an agent clicks the Record Greeting button. If you support multiple greetings per agent, it should include prompts to select which greeting to play or record. The dialed number RecordAgentGreeting must be created for the specific routing client and associated with a call type which then executes this script.

                In the example script shown here, the agent is first prompted to select one of nine possible greeting types. After selecting a greeting type, the agent chooses whether to 1) listen to the existing greeting for that type; 2) record a new greeting for that type, or 3) return to the main menu. If the agent selects the option to listen, the name of the application directory on the media server is set and the external VRU script that plays the greeting is triggered. Then the agent is returned to the main menu. If the agent selects the option to record, the Unified CVP recording application is called. The recording application contains its own built-in audio prompts that step the agent through the process of recording and saving a greeting. At the end, the agent is returned to the main menu.

                There are several other behaviors in the script to note. An agent may select to listen to a greeting type for which no greeting exists. In that event, a VRU script that plays an error message is called. Also, in two places in the script, the path to the application directory is reset to the default. This is because (in this example) that is where the files for the audio files reside. The only files that reside outside of the default directory are the greetings themselves.

                Figure 2. Agent Greeting record script

                RecordAgentGreeting micro-application

                Unified CVP includes a dedicated micro-application -- RecordAgentGreeting -- for recording agent greetings. The application lets agents record, review, re-record, and confirm the save of a greeting. It includes audio files to support each of these functions. If an agent is not satisfied with a greeting, it can be re-recorded up to three times. Upon confirmation of a save, the application FTPs the saved file to the media server. Built-in error checking includes checks for the data required to name the file (agent Login Name + AgentGreetingType variable value), media server specification, valid menu selections made by the agent, and successful FTP of the greeting file.

                Agent Greeting record script nodes

                Using the example script as a reference, here are descriptions of the functions its nodes perform.

                Table 2 Script Node Functions for Agent Greeting
                Node Value What it does

                Variable:Call:user.

                microapp.input_type

                D

                Sets the allowable input type to DTMF (touch tone).

                RunExtScript:Press 1-9 to Select Greeting X

                M,press_1_thru_9_greeting,A

                Runs the VRU script that defines which digits are valid to select an AgentGreetingType and plays a voice prompt describing the options.

                Variable:Call:AgentGreetingType

                Call.CallerEnteredDigits

                Sets the AgentGreetingType to the digit the agent pressed. This text is used in the greeting wave file. It can be a simple numbering system or more descriptive titles such as "English."

                RunExtScript:

                1 - hear greeting X,

                2 - record greeting X,

                3 - return to menu

                M,press1-press2-press3,A

                Runs the VRU script that defines which digits are valid to select a desired action and plays a voice prompt describing the options.

                CED

                1,2,3

                Tells the script how to handle the caller entered digits in response to the 1,2,3 external script.

                Variable:Call: user.microapp.app_media_lib

                Set three times:

                • Once to "app/ag_gr"
                • Twice to "" (an empty string; that is, the default)

                Defines the path to the application directory on the Unified CVP media server. Prior to playing the greeting file, it is set to the dedicated greeting file directory (in this example, app/ag_gr). After the greeting file plays, it is reset to the default application directory where (in this example) the files for voice prompts are stored. If the voice prompts were stored in the same directory as the greeting files, there would be no need to reset the path.

                RunExtScript: Play Recording

                PM,-a,A

                Runs the VRU script that plays the selected Agent Greeting.

                RunExtScript:Greeting Not Found

                PM,no_greeting_recorded,A

                Runs the VRU script that plays an error message if the Agent Greeting selected to play does not exist.

                Variable:

                Call:user.microapp.

                ToExtVXML[]

                Array Index: 2

                Value: "ftpPath=<path_to_dedicated/ directory>"

                For example: "ftpPath=en-us/app/ag_gr"

                Specifies the FTP information that the VXML server uses to write greeting files to the media server. The information must match the FTP information configured for the media server in the Unified CVP Operations Console.

                The value for array index must be 2.

                The value consists of:
                • ftpPath= to set the path to the dedicated directory for agent greeting files.
                • The path must begin with the locale directory.

                Variable:

                Call:user.microapp.

                ToExtVXML[]

                Array Index: 0

                Value: "application=RecordAgentGreeting"

                Identifies the external Unified CVP micro-application (RecordAgentGreeting) that is used to record the greeting.

                The value for array index must be 0.

                RunExtScript: Run Default Recording Application

                GS,Server,V

                Runs the VRU script that launches the Get Speech micro-application on the VXML server.

                Descriptive Agent Greeting Type strings

                The previous Agent Greeting record script example stores Agent Greeting Type values as numbers (although in string format). But suppose you prefer more descriptive string names. For example, "English," "French," and "Spanish." Or "Sales," "Billing," and "Tech Support." Descriptive names can make it easier to understand at a glance what different numeric key selections in your scripts correspond to. Note that they also affect how greeting files are named (for example agent123_English.wav as opposed to agent123_1.wav).

                The following script example is almost identical to the previous record script, except that it includes four additional nodes (highlighted in green). They consist of an additional CED node that maps the keys 1, 2, and 3 to language names. The Run Ext Script node (in gray) was modified for the new options. The rest of the script is the same with no other changes required. Note that your routing scripts require a corresponding mapping of numeric keys to language names.

                Figure 3. Script with descriptive greeting type strings

                Agent Greeting Play script

                The Agent Greeting feature requires a dedicated routing script that causes the agent greeting to play. This script is invoked by the PlayAgentGreeting dialed number.

                The Play script must contain at least two and possibly four specific nodes, depending on other factors.

                You always need the following nodes:

                • A Run External Script node that calls the VRU script that plays the greeting.
                • A Set Variable node that sets the directory path to your greeting files.

                You may also need to include in your scripts Set Variable nodes that:

                • Specify the Media Server: Unified CVP lets you specify a default media server. If you are not serving your audio files from the default media server, your scripts must include a variable that identifies the server where your audio files are stored.
                • Specify the Locale Directory: Additionally, if you are not storing your files in the default locale directory shoulden-us on the media server, you must include a variable that specifies the name of the locale directory where the files are stored.

                  Note


                  The Locale Directory set variable node is optional. It is needed only if you decide to use another directory other than the default one.


                Figure 4. Agent Greeting Play Script Example

                Administration and Usage

                Use Agent Greeting with your CTI OS Agent or Supervisor Desktop

                Record a greeting

                Recording an Agent Greeting is very similar to recording a personal message for your voice mail. To record a greeting, you must be logged in to your desktop software and in the Not Ready state. To record a greeting:

                Procedure
                  Step 1   Click the Agent Greeting Record button on your desktop.
                  Step 2   You may hear a brief ring tone, after which you receive voice instructions for recording a greeting. Options may include selecting a greeting type (if your contact center uses more than one greeting per agent), recording, playing back, and confirming whether to use the new greeting. There is also an option for listening to your existing greetings.
                  Step 3   After you connect to the Record Greeting service, a dialog box containing a dial pad appears on your agent desktop. You can use the dial pad or the keypad on your phone to make your selections. (If you close the dialog box before you finish recording your greeting, you cannot re-open it; use the keypad on your hard phone to complete your recording.)
                  Step 4   To exit without recording a greeting, release the call.

                  The number of greetings that you need to record is determined by your contact center. It may vary depending on things like your skill group or Precision Queue membership or the time of day or day of the week. Your contact center also determines how long your greeting can be. When you are recording, if you reach the maximum recording time, you receive a notification.


                  Delete greeting

                  You cannot delete an agent greeting. However, you can record over previously recorded greetings. When you record over a greeting, the new greeting is used for the next customer call you take.

                  Review greetings

                  To listen to your current greetings, click the Agent Greeting Record button on your desktop and select a greeting.

                  Enable or disable Greeting play

                  Your CTI desktop toolbar includes a Greeting button that you can use to turn the Agent Greeting feature on or off. There are various reasons you might want to turn off your greeting. You might want to turn off your greeting on a day when you have a cold and you are concerned that your voice does not sound like your recorded message. Or you might want to turn off a greeting that was appropriate yesterday but is not today, until you have time to go Not Ready and record a new one. Turning off Agent Greeting does not affect a greeting that is already playing to a caller.

                  Turning off Agent Greeting stops your greetings from playing until you manually turn it back on again, or until the next time you log in to the desktop; Agent Greeting is always automatically turned on at login.

                  To turn Agent Greeting off, with Greeting enabled, click the Greeting button.

                  To turn Agent Greeting back on, click the Greeting button again.

                  Agent Greeting with the Outbound Agent Desktop

                  Agent greetings play to inbound callers only; they do not play when you make an outbound call. If you are an outbound-only agent, you can still record greetings but they do not play, even when Agent Greeting play is turned on in your desktop toolbar.

                  Agent Greeting during transfers and conferences

                  When you blind transfer a call to another agent, your customer hears the other agent's greeting (assuming that agent has greeting enabled). Similarly, when you conference in another agent, all parties on the call hear the other agent's greeting.

                  Consultative transfers work a little differently. When you place a consultative transfer, your customer does not normally hear the other agent's greeting, unless you transfer the customer while the other agent's greeting is still playing.

                  Reporting

                  In agent, skill group, and precision queue reports, greeting time is not specifically broken out. The period during which the greeting plays is reported as talk time. Record time is counted as an internal call by the default skill group.

                  Calls that involve Agent Greeting consist of two call legs: the inbound call from the customer and the call to Unified CVP for the greeting. Both of these legs have the same RouterCallKeyDay and RouterCallKey values in the TCD and RCD tables in the database. You can use these values to link the two legs together for reporting purposes.

                  Greeting call statistics

                  To view greeting call statistics, create a separate call type and associate it with the routing script that plays agent greeting. New Cisco Unified Intelligence Center templates for the agent greeting call type are created based on the data in the existing Call_Type_Real_Time and Call_Type_Interval table in the database.

                  Peripheral call types for Agent Greeting

                  There are two peripheral call types specific to Agent Greeting that you can use to track and report on the feature.

                  • Call Type 39: Play Agent Greeting. Route request to play an Agent Greeting.
                  • Call Type 40: Record Agent Greeting. Agent call for recording an Agent Greeting.

                  Serviceability

                  Serviceability for Agent Greeting includes SNMP events captured by your Network management software that indicate reasons for greeting failures and counters to track the number of failed greeting events.


                  Note


                  There is no counter for the number of failed agent greeting calls.

                  When system components fail, Agent Greeting may be impacted. For example, if a requested greeting audio file cannot be found for any reason, the call proceeds normally without the Agent Greeting.