When you have provisioned the telephony and media resources, the Unified IP IVR system, additional subsystems (if required) and configured the Cisco script applications, then you can manage the following files:
Unified CCX applications might use auxiliary files that
interact with callers, such as scripts, pre-recorded prompts, grammars, and
custom Java classes. Depending on each implementation, Unified CCX applications
use some or all of the following file types:
Prompts. Many applications make use of pre-recorded prompts,
stored as .wav files, which are played back to callers in order to provide
information and elicit caller response.
Grammars. The Unified CCX system uses specific grammars when
recognizing and responding to caller response to prompts. A grammar is a
specific set of all possible spoken phrases and/or DTMF digits to be recognized
by Unified CCX applications and acted upon during run time.
Documents. Documents might consist of .txt, .doc, .jsp, or .html
files. Documents can also include custom classes and Java Archive (JAR) files
that allow you to customize the performance of your Unified CCX system. Several
system-level prompt, grammar, and document files are loaded during Unified CCX
installation. However, any file you create needs to be made available to the
Unified CCX engine before a Unified CCX application can use them. This is done
through the Unified CCX cluster’s repository detester, where the prompt,
grammar, and document files are created, stored, and updated.
The Unified CCX Server local disk prompt, grammar, and document
files are synchronized with the central repository during Unified CCX engine
startup and during run-time when the Repository detester is modified. For more
information, refer to the Cisco Unified Contact Center Express Administration
Unified CCX datastores
Datastores are components that allow you to manage and monitor
historical, repository, and configuration data in the Unified CCX cluster.
The Datastore Control Center allows you to configure and
manage the following data in the cluster:
Repository data, such as prompts, grammars and documents
Configuration data for historical reporting
Access the Datastore Control Center by selecting
Applications > Datastore
Control from the Unified CCX administration menu bar.
You can use the Datastore Control Center to obtain an
overview of the datastores in the cluster and their relationships, manage the
datastore read/write access, monitor and control the replication agents (only
available for agent, historical, and repository datastores), and activate the
For more information, refer to the
Cisco Unified Contact Center Express Administration