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Cisco Unified CCX Administration Guide, Release 9.0(2)
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Preface
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Unified CCX introduction
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Unified CCX Administration web interface
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Unified CCX provision checklist
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Provision Unified CM for Unified CCX
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Cisco applications configuration
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Telephony and media provision
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Provision of Unified CCX
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Provision of additional subsystems
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Management of prompts, grammars, documents, and custom files
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Unified CCX system management
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Unified CCX historical reporting management
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Unified CCX outbound dialer configuration
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Real-time Cisco Unified Contact Center Express data reports
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Cisco Unified Contact Center Express supervisor and user options plug-ins
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System menu
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Applications menu
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Subsystems menu
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Wizards menu
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Plug-ins menu
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Help menu
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Cisco Mobile Skill Manager
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Cisco Unified Contact Center Express license packages
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Index
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Feedback
Contents
- Telephony and media provision
- Unified CCX telephony and media
- Media termination groups
- Channels required to process calls
- Provision telephony and media resources
- Provision Unified CM telephony subsystem
- Resynchronize Cisco JTAPI client
- Resynchronize Unified CM telephony data
- Configure Unified CM telephony provider
- Add new call control group
- Add Unified CM Telephony trigger
- Additional Unified CM telephony information
- Unified CM telephony triggers for Unified CCX Queuing
- Unified CM Telephony information resynchronization
- Cisco Media subsystem
- Add CMT dialog control group
- ASR and TTS in Unified CCX
- Prepare to provision ASR/TTS
- Provision of MRCP ASR subsystem
- Provision MRCP ASR providers
- Provision MRCP ASR servers
- Provision MRCP ASR dialog groups
- MRCP TTS subsystem
- Provision MRCP TTS providers
- Configure default TTS provider for Unified CCX System
- Provision MRCP TTS servers
- Provision MRCP TTS default genders
Telephony and media provision
- Unified CCX telephony and media
- Provision Unified CM telephony subsystem
- Additional Unified CM telephony information
- Cisco Media subsystem
- ASR and TTS in Unified CCX
Unified CCX telephony and media
The Unified CCX system uses a telephony resource called Computer Telephony Interface (CTI) ports to accept incoming calls and to place outbound calls. The Unified CCX system uses the following media resources to provide interactive services for calls:
- Unified CM Telephony—The Unified CCX Engine uses the Unified CM Telephony subsystem to send and receive calls from the Unified CM by interfacing with the CTI Manager through the Unified CM Telephony client.
- Cisco Media Termination (CMT)—The CMT channels provide media terminations in the Unified CCX for Unified CM Telephony Call Contacts. These channels enable the Unified CCX to play media to the connected party. DTMF digits are received out of band by the Unified CM Telephony subsystem.
- MRCP Automated Speech Recognition (MRCP ASR)—The ASR media resource allows callers to use speech to navigate menus and to provide other information to Unified CCX applications.
- MRCP Text-To-Speech (MRCP TTS)—The TTS media resource enables Unified CCX applications to play back documents to callers as speech.
Note
Media resources are licensed and sold as Unified IP IVR ports. Although you can provision more channels than you are licensed for, licensing is enforced at run-time. If more channels are provisioned than licensed, the system will not accept the extra calls, because doing so would violate your licensing agreements.
The Unified CCX system uses groups to share telephony and media resources among different applications:
- Call control groups allow you to control how the system uses CTI ports. For example, you can reserve more ports for higher-priority applications or provide access to fewer ports for applications with less traffic.
- Media resource groups allow you to share media resources among different applications. For example, you can share ASR media resource groups with applications that collect caller information and applications that transfer calls to specific extensions.
The Unified CCX system also uses triggers, which are specified signals that invoke application scripts in response to incoming contacts.
Media termination groups
Media termination groups are associated with CTI port groups.
During initial Unified CCX Setup, based on the licensed number of CTI ports, a default CTI port group and its associated media termination group are created. By default, every trigger is associated with this CTI port group and the corresponding media termination group.
Note
For Unified CM deployment, you can create and use additional CTI Port Groups as required.
If a CTI port group is selected to support media termination and if the number of channels are identical to both groups, the CTI port group is automatically created in the background. This auto creation feature eliminates the manual CTI port group creation process.
If you choose to override media termination, the call control channel chooses the media termination automatically. If you wish to select a new dialog group, you can have more than one media termination option. The options are used in the order displayed in the drop-down list.
Related Tasks
Channels required to process calls
Unified CCX needs two types of channels to process calls:
- A call control channel, which is provisioned through the Unified CM Telephony subsystem and corresponds to CTI port resources in Unified CM.
- A media channel, which is provisioned through either the CMT subsystem or the MRCP subsystem and corresponds to the kernel resources for handling the media voice path with the caller.
Note
MRCP channels also correspond to additional resources on the MRCP server for performing speech recognition.
Unified CCX needs access to a channel of each type to successfully process a call. However, the capabilities of the two channel types are not identical.
For example, consider a Unified CCX system provisioned with a single Unified CM Telephony call control channel (that is, a CTI port) and a single CMT channel. The system can handle one call at a time; when that call terminates, the system must reinitialize the channel resources before it can accept another call.
However, the time each channel takes to reinitialize is not equal—CMT channels take more time to reinitialize than CTI ports. For example:
- The Unified CM Telephony call control channel may take approximately 1 millisecond to reinitialize.
- The CMT channel may take approximately 200 milliseconds to reinitialize.
This example implies that the system will not be able to accept a new incoming call for 200 milliseconds after the first call terminates; although the Unified CM Telephony channel is available after one millisecond, the CMT channel is not and Unified CCX needs both channels to process a call.
Such a delay can become an issue when a Unified CCX system is experiencing a high load condition or needs to handle a burst of incoming calls. Consequently, CMT channels require a higher channel count provisioning.
Tip
To provision Unified CCX systems to handle burst calls equally among all required resources, you must configure approximately 10% more CMT channels than CTI ports, and approximately 10% more MRCP channels than ASR licenses.
Provision telephony and media resources
Procedure
Provision Unified CM telephony subsystem
ProcedureThe Unified CM Telephony subsystem is the subsystem of the Unified CCX Engine that sends and receives call-related messages from the Unified CM CTI Manager through the Unified CM Telephony client. To enable your Unified CCX server to handle Cisco Unified Communications requests, you must provision the Unified CM Telephony subsystem. The Unified CM Telephony subsystem is available in all the Unified CCX license packages.
Note
In previous versions of Unified CCX, it was necessary to configure Unified CM Telephony information using Unified CM. In Unified CCX Release 4.0 and later, Unified CM Telephony configuration tasks are performed directly through Unified CCX Administration web pages.
To provision the Unified CM Telephony subsystem, complete the following tasks:
Related References
Resynchronize Cisco JTAPI client
ProcedureDuring the resynchronizing process, an additional check ensures that the Unified CM Telephony Client (also known as the Cisco JTAPI Client) are the same between the clients installed on the Unified CCX node and the Cisco Unified CM. If the Unified CCX detects a mismatch, the system downloads and installs the required version of Cisco JTAPI Client.
To resynchronize and view the status of Cisco JTAPI client, complete the following steps.
Related Information
Resynchronize Unified CM telephony data
ProcedureThis resynchronizing process ensures that the Unified CM Telephony user, the call control groups, and the triggers match the data of Unified CM being used.
To resynchronize the Unified CM Telephony data, complete the following steps.
Related Information
Configure Unified CM telephony provider
ProcedureThe Unified CM Telephony Provider web page is a read-only page that displays the latest configured information.
Caution
Some setups may prevent the Unified CM directory administrator from creating new Unified CM Telephony providers in a multi-server configuration. If this setup applies to you, be sure to delete preexisting Unified CM Telephony providers before creating new Unified CM Telephony providers. For example, if the Unified CM Telephony provider prefix is cmtelephony and you have a two-server configuration (node_id1 and node_id2), you must delete both cmtelephony_<node_id1> and cmtelephony_<node_id2>. If you do not verify and delete preexisting Unified CM Telephony providers, the Unified CM Telephony subsystem issues an error and will not allow you to create Unified CM Telephony providers from the Unified CM Telephony Provider Configuration web page.
Related Information
Add new call control group
ProcedureThe Unified CCX system uses Unified CM Telephony call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive or depart from the Unified CCX server. You can create multiple Unified CM Telephony call control groups to share and limit the resources to be used by specific applications.
To configure a new Unified CM Telephony call control group, complete the following steps.
Step 1 From the Unified CCX Administration menu bar, choose . The Cisco Unified CM Telephony Call Control Group Configuration web page opens, which displays the existing Unified CM Telephony Call Control Group information, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper left corner of the window or the Add New button that displays at the bottom of the window to create a new CTI port. The Cisco Unified CM Telephony Call Control Group Configuration web page opens.
Note You can create only one call control group of the Outbound type, in which the number of CTI ports must be always equal to or greater than the licensed Outbound IVR ports.
Step 3 Use this web page to specify the following information:
Page Area Field Description Group Information
Group ID
Corresponds to the trunk group number reported to Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) when the Unified CCX server is part of the Unified ICME solution. Accept the automatic Group ID or enter a unique value. This is a mandatory field.
Note If a Stop icon displays beside the Group ID (on the Cisco Unified CM Call Control Group Configuration list page), it indicates that the data is invalid or out of sync with Unified CM data; if a Head icon displays, the group is valid. Description
Description of the Group ID. Press the Tab key to automatically populate the Description field.
Group Information (continued)
Number of CTI Ports
Number of CTI Ports assigned to the call control group. This is a mandatory field.
If you have a Premium license with an Outbound IVR license, you can create only one Outbound call control group with a minimum licensed number of IVR ports or more. The number of CTI ports for an outbound type of call control group can be modified but not below the licensed ports for Outbound IVR. This rule does not apply to inbound type call control groups. You can continue to create more inbound type call control groups.
Note If this field is set to <n>, the system creates <n> ports for each Unified CCX Engine node (node in which Unified CCX Engine component is enabled).
Media Termination Support
Enables the auto-creation of media termination groups. This is a mandatory field.
Yes = Provides automatic media termination if the CTI port group is successful.
No = Media termination port group is not created (default).
Group Type
Select the group type for the call control group using this radio button. The choices are Inbound and Outbound. This is a mandatory field and Inbound radio button is enabled by default. You cannot change the group type from Outbound to Inbound and vice versa. The Outbound type call control group will be displayed only if you have uploaded the Outbound IVR license on top of the premium license in your Unified CCX.
Note The existing call control groups will have this value as inbound after an upgrade from Unified CCX versions prior to 9.0(1).
Directory Number Information
Device Name Prefix
The Device Name Prefix (DNP) used in the name that will be given all of the CTI Ports in this group. This is a mandatory field.
The CTI ports for this port group is restricted to a maximum of 5 characters and has the following format:
<deviceprefix>_<directoryno>
For example, if the Device Name Prefix is CTP and the starting Directory Number is 7000, the CTI Port that is created in Unified CM can have the device name CTP_7000.
Select Server for Telephony Port Group Configuration (displayed only in a HA over WAN deployment)
Select Server
This field is displayed only in a HA over WAN deployment and it displays the different Unified CCX nodes that are available in a HA over WAN deployment in a drop-down list.
In a HA over WAN setup, you need to configure directory information along with Unified CM-specific information for the ports in each node. Once you select a node, all configuration details displayed below this field will be specific to the selected node only. So, if you update any node-specific parameters (below the Select Server field), it will be applicable only to the ports specific to the selected node. But, if you update any configuration data above the Select Server field, it will be applicable for the ports in both the nodes except for the Number of CTI Ports field.
Note You need to ensure that the values in Number of CTI ports field for both the nodes are the same. If you modify this field, the number of ports is modified for the selected node only as the device pool selection for both nodes could be different in a HA over WAN deployment. If you click Add before updating this value for either of the node, the port group for that node will be marked with a red cross in the main Cisco Unified CM Telephony Call Control Group Configuration web page to signify the fact that the number of ports between the two nodes is different and the other node should also be updated. In such a scenario, click the hyperlink for the node that is tagged in red; and from the Cisco Unified CM Telephony Call Control Group Configuration page for the selected node, update the value in the Number of CTI Ports field and click Update to ensure the number of CTI ports for both the nodes are the same.
After you configure the data for the selected node and click Add or Update, the updated configuration information will be saved. For detailed information on behavior in HA over WAN scenario, refer to Expected Behavior During a Failover Guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/reference/guide/uccx80_eb_failover.pdf. In case of LAN deployment, this field is not displayed, as the same configuration data will be applicable for both the nodes in the cluster.
Directory Number Information
Starting Directory Number
A unique phone number. The value can include numeric characters and special characters (#) and (*). The specified number of ports will be created starting from the value specified in this field. The Directory Number that you enter can appear in more than one partition. This is a mandatory field.
Note When a pattern is used as a Directory Number, the phone display and the caller ID display on the dialed phone will contain characters other than digits. To avoid this, provide a value for Display (Internal Caller ID), Line Text Label, and External Phone Number Mask.
Device Pool
Set of common characteristics for devices, such as region, date/time group, softkey template, and MLPP information to which you want to assign this phone.
Note The support for having multiple device pools associated with call control group(s) has been withdrawn in Unified CCX 9.0(1). If you have multiple device pools associated with call control group(s) in an older version of Unified CCX, it is recommended to manually assign a single device pool to each call control group. For more information, see Synchronize Unified CM Telephony data.
DN Calling Search Space
A collection of partitions that are searched to determine how a dialed number should be routed. The calling search space for the device and the calling search space for the directory number get used together. The directory number calling search space takes precedence over the device calling search space.
For more information, see the Cisco Unified Communications Manager System Guide.
Location
The Cisco Unified Communications phone location setting specifies the total bandwidth that is available for calls to and from this location. A location setting of HUB_NONE means that the location feature does not keep track of the bandwidth that this Cisco Unified Communications phone consumes.
Partition
The Cisco Unified Communications phone location setting specifies the total bandwidth that is available for calls to and from this location. A location setting of HUB_NONE means that the location feature does not keep track of the bandwidth that this Cisco Unified Communications phone consumes.
Advanced Directory Number Information (only available if you click Show More)
Directory Number (continued)
Alerting Name ASCII
This information is automatically populated based on the configuration in the Unified CM setup and displays the ASCII name filed used in one of the following situations:
Redirect Calling Search Space
A collection of partitions that are searched to determine how a redirected call is routed.
Redirect Calling Search Space options:
DN Calling Search Space - This option enables the CTI Port to use its directory number CSS when performing a redirect / consult transfer.
Calling Party - This option enables the CTI Port to use the calling party's CSS when performing a redirect / consult transfer.
Redirect Party - This option enables the CTI Port to use the CTI Route Point's CSS when performing a redirect / consult transfer.
Media Resource Group List
A prioritized grouping of media resource groups. An application chooses the required media resource, such as a Music On Hold server, from the available media resources according to the priority order that is defined in a Media Resource Group List.
If you choose <none>, Unified CM uses the Media Resource Group that is defined in the device pool.
Directory Number Setting
Voice Mail Profile
A list of profiles defined in the Voice Mail Profile Configuration.
The first option is <None>, which is the current default Voice Mail Profile that is configured in the Voice Mail Profile Configuration.
Presence Group
See Cisco Unified Communications Manager Administration Guide for detailed information on how to configure presence groups.
Require DTMF Reception
A Unified CM radio button to determine if DTMF reception is required. Yes is selected by default. If you select No, a warning message is displayed.
AAR Group
Automated Alternate Routing (AAR) group for this device. The AAR group provides the prefix digits that are used to route calls that are otherwise blocked due to insufficient bandwidth. An AAR group setting of <None> specifies that no rerouting of blocked calls will be attempted.
User Hold Audio Source
Audio source heard by the caller when the Unified CCX Script places the caller on Hold by using the Hold Step (when you press the hold key).
Network Hold Audio Source
Audio source heard by the caller when Unified CCX performs a Consult Transfer (when Unified CCX calls an agent). Use this entry for the .wav file (for example, .wav file playing a ringback tone) to be played to the caller during this Consult Transfer.
Call Forward and Pickup Settings
Call Pickup Group
The number that can be dialed to answer calls to this directory number in the specified partition.
Display
Use a maximum of 30 alphanumeric characters. Typically, use the user name or the directory number (if you use the directory number, the person receiving the call may not see the proper identity of the caller).
Leave this field blank to have the system display the extension.
External Phone Number Mask
Phone number (or mask) that is used to send Caller ID information when a call is placed from this line.
You can enter a maximum of 24 number, the international escape character +, *, # and "X" characters. The X characters represent the directory number and must appear at the end of the pattern. For example, if you specify a mask of 972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234.
Step 4 Click Add or Save. The Unified CM Telephony Call Control Group Configuration summary web page opens. The corresponding CTI ports are created in the Unified CM Telephony call control group. The new call control group appears in the list of call control groups displayed in the Cisco Unified CM Telephony Call Control Group Configuration web page.
Related Information
Add Unified CM Telephony trigger
ProcedureYou must configure Unified CM Telephony triggers to invoke application scripts in response to incoming contacts. A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call. The Unified CM Telephony triggers are available with all Unified CCX license packages.
Unified CM Telephony trigger settings include:
- Session information, such as the application to associate with the trigger, Maximum Number of sessions allowed, and the Idle Timeout value.
- CTI information, such as a CTI port device and CTI route points for each call Unified CCX simultaneously places or accepts.
- Directory Number information, such as the Voice Mail Profile and Calling Search Space.
- Call Forward and Pickup instructions.
To add and configure a Unified CM Telephony trigger, complete the following steps.
Step 1 From the Unified CCX Administration menu bar, choose . The Unified CM Telephony Trigger Configuration web page opens displaying the following fields.
Field
Description
Route Point
Available CTI route point, which is the directory number associated with the trigger.
Application
Application name to associate with the trigger.
Sessions
Maximum number of simultaneous calls that the trigger can handle.
Enabled
True if the trigger is enabled; False if the trigger is disabled.
Note If you try to delete a trigger associated with an outbound call control group, then the campaigns associated with the trigger become invalid and the application also gets deleted. In such cases, on click of Delete icon or button, a dialog box opens to confirm your action. Click OK if you want to delete the trigger and disassociate the campaigns associated with it. If you delete a trigger and navigate to the Campaign Configuration web page, you will also see an alert regarding the missing trigger association for that campaign.
Step 2 Click Add New icon that displays in the tool bar in the upper left corner of the window or the Add New button that displays at the bottom of the window. The Unified CM Telephony Trigger Configuration web page opens.
Step 3 Use this web page to specify the following mandatory fields:
Field
Description
Directory Information
Directory Number
A unique phone number. The value includes numeric characters, preceded or appended by the following special characters:
# * [ ] X -
Examples of valid Directory Numbers: *#12#* or 12*23
Examples of invalid Directory Numbers: 91X+, 91X?, 91!, 813510[^0-5] as it contains a character other than numerical and allowed special characters or 8]90[-, as it doesn't conform with the rule that the square bracket ([ ]) characters enclose a range of values.
Note See Wildcards and Special Characters in Route Patterns and Hunt Pilots section in the Cisco Unified Communications Manager System Guide for more information.
Trigger Information
Language
Choose the default language to associate with the incoming call when the application is started from this drop-down menu.
Note To add a Language option, click Edit button. The User Prompt dialog box opens. Enter a locale string value and click OK. The User Prompt dialog box closes, and the name of the language opens in the Language field in the Unified CM Telephony Configuration web page.
Application Name
From the drop-down menu, choose the application to associate with the trigger.
Device Name
A unique identifier for this device, consisting of alphanumeric characters, dots, dashes, or underscores.
Description
A descriptive name for the CTI route point.
Call Control Group
Choose the call control group to associate with the trigger from this drop-down menu. For Outbound IVR Dialer, you must select the call control group from Outbound type call control group list. The route point should be created on Unified CM. Once you assign the Outbound group for a trigger, you cannot change it to an Inbound group and vice versa.
Advanced Configuration (available only if you click Show More).
Advanced Trigger Information
Enabled
Maximum Number of Sessions
The maximum number of simultaneous calls that this trigger can handle. The number is actually governed by the Unified CM (10,000 for each separate line). However in Unified CCX, this number is restricted to the maximum number of sessions. Any call after this number is exceeded gets the busy tone.
Idle Timeout (in ms)
The number of milliseconds (ms) the system should wait before rejecting the Unified CM Telephony request for this trigger.
Override Media Termination
Radio buttons to choose the required options:
Yes - Override media termination.
No - Enable media termination (default).
If you select Yes, two panes open:
CTI Route Point Information
Alerting Name ASCII
This information is automatically populated based on the configuration in the Unified CM setup and displays the ASCII name filed used in one of the following situations:
Device Pool
The device pool to which you want to assign this route point. A device pool defines sets of common characteristics for devices, such as region, date/time group, softkey template, and MLPP information.
Location
The total bandwidth that is available for calls to/from this location. A location setting of HUB_NONE indicates that the locations feature does not keep track of the bandwidth used by this route point.
Directory Number Settings
Partition
The partition to which the Directory Number belongs. The Directory Number field value must be unique within the partition that you choose.
If you do not want to restrict access to the Directory Number, select <None> as the partition setting.
Voice Mail Profile
A list of profiles defined in the Voice Mail Profile Configuration.
The first option is <None>, which is the current default Voice Mail Profile that is configured in the Voice Mail Profile Configuration.
Calling Search Space
A collection of partitions that are searched for numbers that are called from this directory number. The specified value applies to all devices that use this directory number.
For example, assume you have two calling search spaces: Building and PSTN. Building only allows users to call within the building, while PSTN allows users to call both in and outside the building. You could assign the phone to the Building calling search space and the line on your phone to the PSTN calling search space. For more information, see the Cisco Unified Communications Manager System Guide.
Calling Search Space for Redirect
By default, Cisco Unified Communications Manager uses the original calling party's calling search space (CSS) to process the redirected call from a Unified CCX Trigger to a Unified CCX CTI Port. This default behavior requires the partition of the Unified CCX CTI ports to be a member of the original calling party's CSS even if the partition of the CTI Route Point/Unified CCX Trigger is accessible to the calling device's CSS and the CSS of the CTI Route Point/Unified CCX Trigger contains the partition of the Unified CCX CTI Ports.
You can modify this behavior using the drop-down list to instruct Cisco Unified Communications Manager which CSS to use when redirecting the call from the CTI Route Point to the CTI Port.
Calling Search Space for Redirect options:
Default Calling Search Space - CSS of the calling device
Calling Address Search Space - CSS of the calling device
Route Point Address Search Space - CSS of the CTI Route Point (Trigger)
Presence Group
A list of groups to integrate the device with the iPass server. The device/line information is provided for integrating applications.
Call Forward and Pickup Settings
Forward Busy
Check one of the following options:
Voice Mail - check this box to use settings in the Voice Mail Profile Configuration window.
Note When this box is checked, Unified CM ignores the settings in the Destination box and Calling Search Space.
Destination - to use any disable phone number, including an outside destination.
Calling Search Space - to apply the above setting all devices that are using this directory number.
Display
Use a maximum of 30 alphanumeric characters. Typically, use the user name or the directory number (if using the directory number, the person receiving the call may not see the proper identity of the caller). Leave this field blank to have the system display an extension.
External Phone Number Mask
Phone number (or mask) that is used to send Caller ID information when a call is placed from this line.
You can enter a maximum of 24 number, the international escape character +, *, # and "X" characters. The X characters represent the directory number and must appear at the end of the pattern. For example, if you specify a mask of 972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234.
Step 4 Click Add or Save to save the changes. The specified route point is created on the Unified CM. The Unified CM Telephony Trigger Configuration web page opens and displays the new Unified CM Telephony trigger.
Related References
Related Information
Additional Unified CM telephony information
- Unified CM telephony triggers for Unified CCX Queuing
- Unified CM Telephony information resynchronization
Unified CM telephony triggers for Unified CCX Queuing
When limiting the number of calls per application in Unified CCX applications, you need to take care to coordinate the Unified CM Telephony trigger Maximum Number of Sessions limit with the Media Group session limit.
For example, say you are using Unified CCX for queuing calls and set the Unified CM Telephony trigger Maximum Number of Sessions limit on Unified CCX to 4 and set the Call Forward and Pickup Settings to send the fifth call to voice mail. To make this happen, you must configure the Media Group Session Limit to the identical setting (4). This will cause Unified CM to forward the next incoming call to voice mail (once the CTI New Call Accept timer setting expires).
The drawback of this approach is that you need to define more media groups for each application and you cannot share the same set of media groups across multiple applications.
Related Tasks
Unified CM Telephony information resynchronization
If the Unified CM Telephony information (Unified CM Telephony users, CTI ports, triggers) in the Unified CM is missing or not in sync with Unified CCX data, choose from the Unified CCX Administration menu bar. Unified CCX checks whether:
- The Unified CM Telephony users exist in Unified CM.
- All the ports belonging to the Port Group exist in Unified CM.
- The Port Group's data is in sync with Ports data in Unified CM.
- The Ports' association to users are correct.
- The Route Point exists in Unified CM.
- The Triggers data is in sync with the Route Point data in the Unified CM.
- The Route Points have been associated with all the Unified CM Telephony users in Unified CM.
Unified CCX synchronizes the data by:
- Creating any missing users
- Creating any missing ports
- Modifying out-of-sync ports
- Associating CTI Ports to Unified CM Telephony users. (For example, associating CTI Ports created for Node 1 to the Unified CM Telephony User for Node 1, and so forth)
- Creating any missing route points
- Modifying out-of-sync route points
- Associating route points to all the Unified CM Telephony users.
Related Tasks
Cisco Media subsystem
The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for Unified CCX to be able to play or record media.
The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.
Note
The built-in grammars and grammar options that are supported by Unified CCX when using an MRCP dialog channel is determined by the MRCP speech software you purchase. See the software vendor for information about what built-in grammars and features are supported.
To enable your Unified CCX applications to handle simple DTMF-based dialog interactions with customers, you must provision the Cisco Media subsystem to configure CMT dialog groups.
Caution
All media termination strings begin with auto and contain the same ID as the call control group—not the CMT dialog group. If the default media termination is configured and the ID differs, follow the procedure provided in the Add CMT dialog control group.
Related Tasks
Related References
Add CMT dialog control group
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Cisco Media Termination Dialog Group Configuration web page opens. Any pre-configured entry is listed on this page with the following information:Step 2 Click Add New icon at the top or Add New button at the bottom of the window. The Cisco Media Termination Dialog Group Configuration web page opens.
Note By default, a Unified CM Telephony Call Control Group with Group ID 0 is created.
Step 3 Use this web page to specify the following fields.
Field
Description
Group ID
A Group ID value unique within all media group identifiers, including ASR group identifiers. This is a mandatory field.
Description
Description for the Cisco Media Termination Dialog group.
Number of Licensed IVR ports
Number of licensed IVR ports. Display only.
Maximum Number Of Channels
Maximum number of channels associated with this group. This is a mandatory field.
Note You can specify any value for Maximum Number Of Channels, but restrictions are placed on the system when a call is made. This restriction is imposed by the number of licensed IVR ports on your system. This is a mandatory field.
Step 4 Click Add icon that displays in the tool bar in the upper left corner of the window or the Add button that displays at the bottom of the window. The CMT Dialog Group Configuration web page opens, displaying the new CMT dialog group.
You are now ready to provision MRCP ASR and MRCP TTS subsystems.
Related References
Related Information
ASR and TTS in Unified CCX
Unified CCX supports ASR and TTS through two subsystems:
- MRCP ASR
- This subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone.
- MRCP TTS
- This subsystem converts plain text (UNICODE) into spoken words to provide a user with information, or prompt a user to respond to an action.
Prepare to provision ASR/TTS
It is the responsibility of the customer to perform the following tasks:
- Order ASR/TTS speech servers from Cisco-supported vendors.
Note
For more information on supported speech servers for Unified CCX, see Cisco Unified CCX Software and Hardware Compatibility Guide for Active Releases available at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html.
- Work with the ASR/TTS vendor to size the solutions.
- Provision, install, and configure the ASR/TTS vendor software on a different server (in the same LAN) and not where the Unified CCX runs. You can configure the speech software for Unified CCX 9.0(1) in the same way as Unified CCX 7.0 (see http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/product_bulletin_c25-546866.html for detailed information).
- Before uploading a ASR/TTS script to Unified CCX Administration, validate the script against the capabilities and specifications supported by the ASR/TTS vendor.
Provision of MRCP ASR subsystem
The MRCP ASR subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone. When a user calls local directory assistance, for example, ASR can prompt the user to say the city and state in which to locate the information, then connect the user to an appropriate operator.
To provision the MRCP ASR subsystem, define the following information:
- MRCP ASR Providers—Information about the vendor of your speech server, including the number of licenses and the grammar type.
- MRCP ASR Servers—Information about the ASR server’s name, port location, and available languages.
- MRCP ASR Groups— Information about the MRCP ASR dialog control groups and associated locales, which enable Unified CCX applications to use speech recognition.
Related Tasks
Related Information
Provision MRCP ASR providers
ProcedureUse the MRCP ASR Provider Configuration web page to specify information about the vendor of your speech server.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP ASR Provider Configuration web page opens, displaying the list of currently configured MRCP providers, licenses, and the corresponding status.
Step 2 Click Add New icon that displays in the tool bar in the upper left corner of the window or the Add New button that displays at the bottom of the window. The MRCP ASR Provider Configuration web page opens.
Step 3 Specify the following mandatory fields: Step 4 Click Add icon in the tool bar in the upper left corner of the window or the Add button that displays at the bottom of this window to apply changes.
Note After you update MRCP ASR/TTS Providers, Servers, and Groups, the corresponding provider needs to be refreshed for changes to take effect. The Unified CCX Engine does not need to be restarted. However, during a Refresh, Unified CM Telephony triggers using affected groups will fall back to the dialog group that is configured and the MRCP Provider being refreshed will go NOT_CONFIGURED until the reload is complete.
Your changes appear in the MRCP ASR Providers List page. You are now ready to provision MRCP ASR Servers.
Note If you delete an ASR/TTS provider and all of its associated servers and then create a new ASR/TTS provider, its status might become IN_SERVICE immediately, even before you create any servers for it. In this situation, click Refresh for that ASR/TTS provider, or click Refresh All. These actions change the status of the ASR/TTS provider to NOT_CONFIGURED.
Provision MRCP ASR servers
ProcedureUse the MRCP ASR Server Configuration web page to specify information about the speech server's name, port location, and available language.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Server.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP ASR Server Configuration web page opens, displaying a list of previously configured servers, if applicable with the following information:
Column
Description
Computer Name
Host name or IP address in which the ASR server software is installed.
Note ASR server deployment over WAN is not supported in Unified CCX. In other words, the ASR server should be in the same LAN where Unified CCX is. Thus, you need to specify the ASR server host name or IP address that is local with the Unified CCX node while installing the ASR server software in this field.
Provider
The MRCP ASR Provider to which this server is associated.
Port
TCP port numbers used to connect to a MRCP server
Status
Status or state of the subsystem.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window to provision a new MRCP ASR Server. The MRCP ASR Server Configuration web page opens.
Step 3 Use this web page to specify the following fields.
Field
Description
Server Name
Host name or IP address of the server where the MRCP ASR server software is installed.
Provider Name
Select the name of the MRCP ASR Provider to which this server is associated from this drop-down list.
Port Number
TCP port numbers that are used to connect to an MRCP server. Though the default value is shown as 4900, you need to provide any one of the following values in this field based on the TCP provider or grammar variant you have selected while configuring an MRCP ASR provider:
Locales
Languages supported by the ASR Provider. Select a language (or multiple languages) from the drop-down list and click Add Language; the selected language appears in the Enabled Language list.
Note Use the check box to disable/enable a language.
Step 4 Click Add to apply changes. Your changes appear in the MRCP ASR Server list web page. You are now ready to provision MRCP ASR Groups.
Provision MRCP ASR dialog groups
ProcedureUse the MRCP Groups Configuration web page to specify information about MRCP ASR dialog control groups, which enable Unified CCX applications to use speech recognition.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Group. Also, you should configure MRCP ASR Servers for the specific MRCP Provider before configuring the MRCP ASR Groups. This allows users to configure languages for the groups based on the languages supported by the configured servers.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP ASR Dialog Group Configuration web page opens to display a list of preconfigured entries, if applicable with the following information:This web page also displays the Number of Licensed IVR Channels.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window to provision a MRCP ASR Group. The MRCP ASR Dialog Group Configuration web page opens.
Step 3 Use this web page to specify the following fields:
Field
Description
Group ID
Associated group ID.
Description
Description of this dialog group.
Tip Include languages that will be used by this Group to the description. Doing so will provide insight into the languages this Group uses when you set up the dialog group in the Unified CM Telephony trigger configuration. This also ensures that the locales used by the application configured in the Unified CM Telephony trigger match the locales supported by the MRCP ASR dialog group being selected. Number Of Provider Licenses
Display only.
Number Of Licensed IVR Ports
Display only.
Maximum Number Of sessions
Maximum number of sessions associated with this dialog group.
Note You can assign any value for Maximum Number Of Channels, but restrictions are placed on the system when a call is made. This restriction is imposed by the number of licensed IVR ports on your system.
Caution Under heavy load, calls that utilize a channel from an MRCP ASR Dialog Control Group, might have a reduced call completion rate as the MRCP channels used by calls can take some additional time to clean up all the sessions set up with MRCP resources. To address this situation, you can overprovision the value of this field by a factor of 1.2 or by an additional 20 percent. For example, if your application requires 100 MRCP ASR channels, modify the value in this field to be 120 MRCP ASR channels.
Provider Name
Select a MRCP Provider name from the drop-down list that contains a list of all previously defined provider names.
Enabled Languages
Select the languages that you wish to configure for this group from the list displayed.
The displayed languages represent the locales configured for all MRCP ASR servers for the specified provider. If there are no MRCP ASR servers configured, no languages are displayed. In this case, you must update the group configuration once MRCP ASR servers have been configured for the specified provider.
Step 4 Click Add to apply changes. Your changes appear in the MRCP ASR Groups list web page.
MRCP TTS subsystem
The MRCP TTS subsystem converts plain text (UNICODE) into spoken words to provide a user with information, or prompt a user to respond to an action.
For example, a company might use TTS to read back a customer's name, address, and telephone number for verification before the company ships a requested product to the customer's location. Or a customer might dial into a pre-designated phone number, access a voice portal, and listen to the latest weather report or stock quotes. TTS can also convert email text to speech and play it back to the customer over telephone.
To provision the MRCP TTS subsystem, define the following information:
- MRCP TTS Providers—Information about the vendor of your TTS system.
Note
If you delete an ASR/TTS provider and all of its associated servers and then create a new ASR/TTS provider, its status might become IN_SERVICE immediately, even before you create any servers for it. In this situation, click Refresh for that ASR/TTS provider, or click Refresh All. These actions change the status of the ASR/TTS provider to NOT_CONFIGURED.
- MRCP TTS Servers—Information about the TTS server's name, port location, and available languages.
- MRCP TTS Default Genders—Information about the default gender setting for the Locales specified during TTS Server provisioning.
Note
You will need at least one MRCP TTS Provider for each vendor requiring TTS server installation.
Related Tasks
Related Information
Provision MRCP TTS providers
ProcedureUse the MRCP TTS Providers Configuration web page to specify information about the vendor of your TTS server.
Note
After you update MRCP ASR/TTS Providers, Servers, and Groups, the corresponding provider needs to be refreshed for changes to take effect. The Unified CCX Engine does not need to be restarted. However, during a Refresh, Unified CM Telephony triggers using affected groups will fall back to the dialog group that is configured and the MRCP Provider being refreshed will go NOT_CONFIGURED until the reload is complete.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP TTS Provider Configuration web page opens. If providers are already configured, this page lists the provider name and corresponding status.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window. Use this web page to specify the MRCP TTS Provider supported by Unified CCX.
The MRCP TTS Provider Configuration web page reopens. The Provider Name drop-down list displays the existing MRCP TTS Providers. Choose the MRCP TTS Provider supported by Unified CCX from this list.
Note Support for High Availability and remote servers is available only in multiple-server deployments.
Step 3 Click Add to apply changes. Your changes appear in the MRCP TTS Provider Configuration web page. You are now ready to provision MRCP TTS Servers.
Related Tasks
Configure default TTS provider for Unified CCX System
ProcedureOptionally, you can configure a default TTS provider. The Unified CCX Prompt Manager uses the default TTS provider for rendering TTS prompts if a TTS provider is not configured in the TTS Prompt. This usually happens in the case of VXML applications. For additional information on supported VXML tags for Unified CCX, see Scripting and Development Series: Volume 1, Getting Started with Scripts for Cisco Unified CCX and Cisco Unified IP IVR, Release 9.0(1).
Step 1 Choose . Step 2 In the Default TTS Provider drop down list below Media Parameters section, select the provider you wish to be the system default. You must select only a preconfigured TTS provider as the Default TTS Provider.
Note If you are deploying an VXML applications and the only TTS functionality you need is to play pre-recorded .wav files, select the Cisco LiteSSMLProcessor option as the Default TTS Provider. This option allows you to execute SSML that has .wav file references in them.
Step 3 Click Update.
Related Tasks
Provision MRCP TTS servers
ProcedureUse the MRCP TTS Servers Configuration web page to configure the TTS server's name, port location, and available languages.
You need at least one MRCP TTS Server associated with each configured provider.
Note
You must have a MRCP TTS Provider defined before you can provision a MRCP TTS Server.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP TTS Server Configuration web page opens, displaying a list of previously configured servers, if applicable, with the following information:
Column
Description
Computer Name
Host name or IP address of the server in which the TTS server software is installed.
Note TTS server deployment over WAN is not supported in Unified CCX. In other words, the TTS server should be in the same LAN where Unified CCX is. Thus, you need to specify the TTS server host name or IP address that is local with the Unified CCX node while installing the TTS server software in this field.
Port
TCP port numbers used to connect to a MRCP server:
Provider
The MRCP TTS Provider to which this server is associated.
Status
Status or state of the subsystem.
Step 2 Click Add MRCP TTS Server icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window to provision a new MRCP ASR Server. The MRCP TTS Server Configuration web page opens.
Step 3 Specify the following fields:
Field
Description
Server Name
Host name or IP address of the server the MRCP TTS server software is installed.
Provider Name
Select the name of the MRCP TTS Provider to which this server is associated from this drop-down list.
Port Number
TCP port number used to connect to a MRCP TTS server. The port numbers are automatically displayed based on the provider or grammar variant that you have selected while configuring a MRCP TTS provider. Following are the different TCP Provider names along with their port numbers:
Locales
Languages supported by the TTS Provider. Select a language (or multiple languages) from the drop-down list and click Add Language; the selected language appears in the Enabled Language list.
Note Use the check box to disable/enable a language.
Step 4 Click Add to apply changes. Your changes appear in the MRCP TTS Server Configuration web page. You are now ready to provision MRCP TTS Default Genders.
Note Whenever a new language is added for a MRCP Server—and if this is the first instance of this language being added for the corresponding MRCP Provider—then the default gender for that locale and for the specified provider is set to Neutral. You should check the MRCP Locales page to review the default genders that are set automatically per locale per provider. Default genders are used when a prompt for a specific locale is used without specifying any gender.
Provision MRCP TTS default genders
ProcedureUse the MRCP TTS Default Genders Configuration web page to configure the default gender settings per Locale per Provider. TTS uses default genders when a prompt for a specific locale is used without specifying the gender.
Step 1 From the Unified CCX Administration menu bar, choose . The MRCP TTS Default Gender Configuration web page opens, displaying the default genders currently configured for each locale for every MRCP TTS Provider that is currently configured.
Step 2 Optionally, change the default gender setting for each locale for each provider.
Note The Locale radio button has the Male, Female, or Neutral options. By default, the "Default Gender" is set to "Neutral" unless configured explicitly.
Step 3 Click Update to apply changes. The system updates the default gender setting for each Locale per Provider.
