Table Of Contents
Media Step Descriptions
Explicit Confirmation
General
Prompts
Input
Get Digit String
General
Prompt
Input
Filter
Implicit Confirmation
Menu
General
Prompt
Input
Name To User
General
Prompt
Input
Play Prompt
General
Prompt
Input
Media Step Descriptions
The steps in the Media palette of the Cisco Unity Express Script Editor provide script designers with a way to process media interactions with callers.
Media interactions can include playing prompts and acquiring Dual Tone Multi-Frequency (DTMF) input.
The Media palette contains the following steps:
•
Explicit Confirmation
•Get Digit String
•Implicit Confirmation
•Menu
•Name To User
•Play Prompt
Figure 67 shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 67 Media Palette Steps
Note If you apply any of these Media steps to a contact that is not associated with a Media channel (also called a dialog channel), a ChannelUnsupportedException results.
Explicit Confirmation
Use the Explicit Confirmation step to confirm an explicit response to a prompt.
The Explicit Confirmation step is defined with a default grammar that accepts 1 for yes and 2 for no.
The customizer window of the Explicit Confirmation step contains three tabs:
•General
•Prompts
•Input
General
Use the General tab of the Explicit Confirmation customizer window, as shown in Figure 68, to select the contact on which to perform the confirmation and to set the Interruptible option.
Figure 68 Explicit Confirmation Customizer Window—General Tab
Table 29 describes the fields of the General tab.
Table 29 Explicit Confirmation Customizer Window Fields—General Tab
Property
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is the Triggering Contact, unless another contact is specified.
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Follow these steps to specify the contact that triggers the execution of the Explicit Confirmation step:
Step 1 From the Contact drop-down menu, choose the Contact variable that is to be confirmed.
Step 2 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 3 Click Apply.
Continue with "Prompts" to configure the Prompts tab of the Explicit Confirmation customizer window.
Prompts
Use the Prompts tab of the Explicit Confirmation customizer window, as shown in Figure 69, to specify initial, error, and timeout prompts and to set Barge In and Continue On Prompt Errors options.
Figure 69 Explicit Confirmation Customizer Window—Prompts Tab
Table 30 describes the fields of the Prompts tab.
Table 30 Explicit Confirmation Customizer Window Fields—Prompts Tab
Field
|
Description
|
Initial Prompt
|
First prompt to be played back.
|
Error Prompt
|
Prompt to be played in the event of an input error.
|
Timeout Prompt
|
Prompt to be played in the event of a timeout.
|
Barge In
|
If Yes, the caller can interrupt the prompt.
If No, the prompt must complete playback before the caller can respond.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these steps to specify prompts and prompt status:
Step 1 In the Initial Prompt field, do one of the following:
•Enter a value.
•From the Initial Prompt drop-down menu, choose a prompt variable.
•Click the Expression Editor (...) button and enter a prompt expression.
Step 2 In the Error Prompt field, do one of the following:
•Enter a value.
•In the Error Prompt drop-down menu, choose a prompt variable.
•Click the Expression Editor (...) button and enter a prompt expression.
Step 3 In the Timeout Prompt field, do one of the following:
•Enter a value.
•In the Timeout Prompt drop-down menu, choose a prompt variable.
•Click the Expression Editor (...) button and enter a prompt expression.
Step 4 In the Barge In field, do one of the following:
•Click the Yes radio button to allow the caller to interrupt the prompt.
•Click the No radio button to require the prompt to complete playback before the caller can respond.
Step 5 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 6 Click Apply.
Continue with "Input" to configure the Input tab of the Explicit Confirmation customizer window.
Input
Use the Input tab of the Explicit Confirmation customizer window, as shown in Figure 70, to set timeout duration, maximum number of retries, and Flush Input Buffer options.
Figure 70 sExplicit Confirmation Customizer Window—Input Tab
Table 31 describes the fields of the Input tab.
Table 31 Explicit Confirmation Customizer Window Fields—Input Tab
Field
|
Description
|
Timeout (in sec)
|
Number of seconds that the step waits for a response before timing out.
|
Maximum Retries
|
Number of times a new entry can be entered after a timeout or invalid key.
|
Flush input Buffer
|
If Yes, the system erases previously entered input before capturing caller input.
If No, the system does not erase previously entered input before capturing caller input.
|
Grammar
|
Optional grammar expression to be used for recognizing Yes or No.
If supplied, the grammar will override the system default grammar.
|
Follow these steps to specify the values of various types of input:
Step 1 From the Timeout (In Sec) drop-down menu, choose the number of seconds that the step waits for a response before timing out.
Step 2 From the Maximum Retries drop-down menu, choose the number of times a new entry can be entered after a timeout or invalid key.
Step 3 In the Flush Input Buffer field, do one of the following:
•Click the Yes radio button to cause the system to erase previously entered input before capturing new caller input.
•Click the No radio button to allow callers to type ahead and have the input saved.
Step 4 In the Grammar field, do one of the following:
•Enter a value.
•From the Grammar drop-down menu, choose the variable that contains the grammar value.
•Click the Expression Editor (...) button and enter a grammar expression.
Step 5 Click OK.
The Explicit Confirmation customizer window closes. The name of the triggering contact appears next to the Explicit Confirmation step icon in the Design pane of the Cisco Unity Express Script Editor.
Get Digit String
Use the Get Digit String step to capture a DTMF digit string from the caller in response to a prompt.
The Get Digit String step waits for input until the caller does one of the following:
•Presses the terminating key (DTMF only).
•Exhausts the maximum number of retries.
•Enters the maximum number of keys (DTMF only).
•Does not respond before the timeout length is reached.
Note When any previous escalating prompt in the script enters the Get Digit String step, the previous escalating prompt is reset to the first prompt in its list.
The Get Digit String step provides three output branches:
•Successful—Input was valid.
•Timeout—After the retry limit was reached, the last try timed out.
•Unsuccessful—After the retry limit was reached, an invalid key was pressed.
Note In the event of an error, the accumulated digits are returned and saved in the specified variable before the script exits through the unsuccessful or timeout output branches.
The customizer window of the Get Digit String step contains four tabs:
•General
•Prompt
•Input
•Filter
General
Use the General tab of the Get Digit String step, as shown in Figure 71, to choose the contact, specify the variable that will store the digit string, and specify whether or not the step is interruptible by external events.
Figure 71 Get Digit String Customizer Window—General Tab
Table 32 describes the fields of the General tab.
Table 32 Get Digit String Customizer Window Fields—General Tab
Field
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is Triggering Contact, unless another contact is specified.
|
Result Digit String
|
Name of the variable that stores the digits that the caller enters.
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Follow these steps to specify the contact that triggers the execution of the Get Digit String step:
Step 1 From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.
Step 2 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event, such as a caller hanging up, to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 3 Click Apply.
Continue with "Prompt" to configure the Prompt tab of the Get Digit String customizer window.
Prompt
Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 72, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.
Figure 72 Get Digit String Customizer Window—Prompt Tab
Table 33 describes the fields of the Prompt tab.
Table 33 Get Digit String Customizer Window Fields—Prompt Tab
Field
|
Description
|
Prompt
|
Prompt to be played back.
|
Barge In
|
If Yes, the caller can interrupt the prompt.
If No, the prompt must complete playback before the caller can respond.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these steps to configure the prompt properties of the Get Digit String step:
Step 1 From the Prompt drop-down menu, choose the prompt to be played.
Step 2 In the Barge In field, do one of the following:
•Click the Yes radio button to allow the caller to interrupt the prompt.
•Click the No radio button to require the prompt to complete playback before the caller can respond.
Step 3 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 4 Click Apply.
Continue with "Input" to configure the Input tab of the Get Digit String customizer window.
Input
Use the Input tab of the Get Digit String customizer window, as shown in Figure 73, to set conditions for receiving caller input.
Figure 73 Get Digit String Customizer Window—Input Tab
Table 34 describes the fields of the Input tab.
Table 34 Get Digit String Customizer Window Fields—Input Tab
Field
|
Description
|
Input Length
|
Maximum number of digits or characters. When this limit is reached, the step stops accumulating digits and returns.
|
Terminating Key
|
Key used to indicate the end of caller input (DTMF only). The terminating key overrides the Input Length to terminate input.
|
Cancel Key
|
Key the caller presses to start over.
|
Maximum Retries
|
Number of times a new entry can be entered after a timeout or invalid key.
After the maximum number of retries is reached, the step continues on the Timeout or Unsuccessful output branch, depending on whether the last try timed out or an invalid key was entered. On a retry because of an invalid key, a system prompt plays.
A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.
|
Initial timeout (in sec)
|
Number of seconds the system waits for initial input from the caller.
|
Interdigit timeout (in sec)
|
Number of seconds that the system waits for the caller to enter the next digit after receiving initial input from the caller (DTMF).
|
Flush Input Buffer
|
If Yes, the system erases previously entered input before capturing caller input.
If No, the system does not erase previously entered input before capturing caller input.
|
Clear DTMF Buffer on Retry
|
If Yes, the step clears the DTMF buffer before each retry.
If No, the step does not clear the DTMF buffer before each retry.
|
Follow these steps to configure caller input in the Get Digit String customizer window:
Step 1 In the Input Length text field, enter a number.
Step 2 From the Terminating Key drop-down menu, choose a terminating key.
Step 3 From the Cancel Key drop-down menu, choose a cancel key.
Step 4 From the Maximum Retries drop-down menu, choose a number.
Step 5 From the Initial timeout (in sec) drop-down menu, choose a number of seconds.
Step 6 From the Interdigit timeout (in sec) drop-down menu, choose a number of seconds.
Step 7 In the Flush Input Buffer field, do one of the following:
•Click the Yes radio button to cause the system to erase previously entered input before capturing new caller input.
•Click the No radio button to allow callers to type ahead and have the input saved.
Step 8 In the Clear DTMF Buffer on Retry field, do one of the following:
•Click the Yes radio button to clear the DTMF buffer before each retry.
•Click the No radio button to not clear the DTMF buffer before each retry.
Step 9 Click Apply.
Continue with "Filter" to configure the Filter tab of the Get Digit String customizer window.
Filter
Use the Filter tab of the Get Digit String customizer window, as shown in Figure 74, to specify digits that can be accepted from the caller.
Figure 74 Get Digit String Customizer Window—Filter Tab
Table 35 describes the field of the Filter tab.
Table 35 Get Digit String Customizer Window Fields—Filter Tab
Field
|
Description
|
Digit selection box
|
Use the Filter tab to specify the digits that you want to accept from the caller (excluding the terminating and cancel keys). If the caller enters digits that you do not choose, the system plays an error prompt for the caller and retries the Input step until the maximum numbers of retries is reached. At that time, the Unsuccessful output branch executes.
|
To specify the digits you want to accept from the caller, check the desired digit check boxes and click OK.
The Get Digit String customizer window closes. The name of the triggering contact and the result digit string variable appear next to the Get Digit String step icon in the Design pane of the Cisco Unity Express Script Editor.
Implicit Confirmation
Use the Implicit Confirmation step to confirm an action without having to ask a question.
A prompt explaining the action to be taken is played back and the system waits a configured number of seconds for input from the caller. If the caller presses any DTMF digits before the configured timeout, the confirmation is considered to have failed, and an Explicit Confirmation step should be used.
Note When any previous escalating prompt in the script enters the Implicit Confirmation step, the previous escalating prompt is reset to the first prompt in its list.
For example, when a valid string of digits is received, a prompt plays the extension that will be dialed, based on the caller's input. The Implicit Confirmation step is configured in this example to give the caller two seconds after hearing the prompt to decline confirmation before timeout.
Under the No output branch of the Implicit Confirmation step, an If step tracks the number of times the confirmation is attempted before the script moves to a subsequent step.
If the extension played back to the caller is accurate and the caller makes no effort to stop the operation, the Yes output branch executes and a Call Redirect step attempts to connect the caller to the desired extension.
Figure 75 shows the customizer window for the Implicit Confirmation step.
Figure 75 Implicit Confirmation Customizer Window
Table 36 describes the fields of the Implicit Confirmation customizer window.
Table 36 Implicit Confirmation Fields
Field
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is the Triggering Contact, unless another contact is specified.
|
Prompt
|
Prompt played to the caller.
|
Timeout (in secs)
|
Number of seconds without a caller response before confirmation is considered successful. (Usual value is 2 seconds.)
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these steps to configure the Implicit Confirmation contact information:
Step 1 From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.
Step 2 From the Prompt drop-down menu, choose the prompt that is played to the caller.
Step 3 From the Timeout (in secs) drop-down menu, choose the number of seconds without a caller response before confirmation is considered successful.
The usual value is 2 seconds.
Step 4 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 5 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 6 Click OK.
The Implicit Confirmation customizer window closes. The name of the triggering contact appears next to the Implicit Confirmation step icon in the Design pane of the Cisco Unity Express Script Editor.
Menu
Use the Menu step to provide a menu from which callers can choose a series of options. The Menu step receives a single digit entered by a caller and maps this entry to a series of option output branches. The system executes the steps that you add after each of these option output branches.
Note When any previous escalating prompt in the script enters the Menu step, the previous escalating prompt is reset to the first prompt in its list.
Although the Menu step combines the functionality of a Get Digit String step and a Switch step, it allows the caller to enter only one digit.
By default, the Menu step has the following output branches:
•Output 1
•Output 2
•Output 3
•Timeout
•Unsuccessful
You can add more output branches in the General tab of the Menu customizer window.
The Menu step retries for either a timeout or an invalid digit entry (a digit that is not associated with any connections). If the maximum number of retries is reached, the Menu step follows either the Timeout or Unsuccessful connection, depending on the reason for the latest failure.
The customizer window of the Menu step contains three tabs:
•General
•Prompt
•Input
General
Use the General tab of the Menu customizer window, as shown in Figure 76, to associate digits (typically entered by the caller from a telephone keypad) with an output branch label.
You can associate multiple inputs with a single output branch label, but you can associate only one output branch label with a given input.
Figure 76 Menu Customizer Window—General Tab
Table 37 describes the fields of the General tab.
Table 37 Menu Customizer Window Fields—General Tab
Field
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is the Triggering Contact, unless another contact is specified.
|
Options
|
One label for each possible output value.
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Follow these steps to configure General options for the Menu step:
Step 1 From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.
Step 2 In the Options list box, select the option and check the check box of the digit that will be offered to the caller for choosing this option.
Step 3 To add a new option, click within the Options list box and click Add.
The Add New Output Option Name dialog box appears, as shown in Figure 77.
Figure 77 Add New Output Option Name Dialog Box
Step 4 In the Connection Name text field, enter a name for the option and click OK.
The Add New Output Option Name dialog box closes. The new option appears in the Options list box.
(To modify an existing option, select the option you want to modify in the Option list box, and then click Modify. The Rename Output Option dialog box appears, which contains the same field as the Add New Output Option Name dialog box and is configured in the same way.)
Step 5 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event, such as a caller hanging up, to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 6 Click Apply.
Continue with "Prompt" to configure the Prompt tab of the Menu customizer window.
Prompt
Use the Prompt tab of the Menu customizer window, as shown in Figure 78, to choose the prompt to be played back and to set the Barge In and Continue on Prompt Errors options.
Figure 78 Menu Customizer Window—Prompt Tab
Table 38 describes the fields of the Prompt tab.
Table 38 Menu Customizer Window Fields—Prompt Tab
Field
|
Description
|
Prompt
|
Prompt to be played back to caller.
|
Barge In
|
If Yes, the caller can interrupt the prompt.
If No, the prompt must complete playback before the caller can respond.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these steps to configure the Prompt options for the Menu step:
Step 1 From the Prompt drop-down menu, choose the prompt to be played.
Step 2 In the Barge In field, do one of the following:
•Click the Yes radio button to allow the caller to interrupt the prompt.
•Click the No radio button to require the prompt to complete playback before the caller can respond.
Step 3 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 4 Click Apply.
Continue with "Input" to configure the Input tab of the Menu customizer window.
Input
Use the Input tab of the Menu customizer window, as shown in Figure 79, to set the timeout setting, maximum number of retries, and Flush Input Buffer options.
Figure 79 Menu Customizer Window—Input Tab
Table 39 describes the fields of the Input tab.
Table 39 Menu Customizer Window Fields—Input Tab
Property
|
Description
|
Timeout
|
Amount of time the system waits for input from the caller. When this timer expires, the system either replays the prompt or plays the system prompt that asks if the caller is still there.
|
Maximum Retries
|
Number of times the entry can be restarted after a timeout or invalid input response. After the maximum number of retries is reached, the Menu step follows the Timeout or Unsuccessful output branches depending on whether the last try timed out or an invalid input response was entered.
A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.
|
Flush Input Buffer
|
If Yes, the system erases previously entered input before capturing caller input.
If No, the system does not erase previously entered input before capturing caller input.
|
Follow these steps to configure the Input fields of the Menu customizer window:
Step 1 In the Timeout field, do one of the following:
•Enter a value.
•From the Timeout drop-down menu, choose the variable that stores the timeout value.
•Click the Expression Editor (...) button and enter a number.
Step 2 From the Maximum Retries drop-down menu, choose a number.
Step 3 In the Flush Input Buffer field, do one of the following:
•Click the Yes radio button to cause the system to erase previously entered input before capturing new caller input.
•Click the No radio button to allow callers to type ahead and to save the input.
Step 4 Click OK.
The Menu customizer window closes. The name of the triggering contact and the name of the prompt variable appear in the Design pane of the Cisco Unity Express Script Editor.
Name To User
The Name To User step is typically used to prompt a caller for the name of the person being called (using DTMF), and then to compare the name entered by the caller with names stored in a directory. The Name To User step is often used in a script to automatically transfer a caller to the extension of the person being called.
Another useful function of the Name To User step is to assign a value to a variable that can later be queried using the Get User Info step to retrieve information such as the extension, e-mail address, and spoken name of the user selected by the caller.
Note When any previous escalating prompt in the script enters the Name To User step, the previous escalating prompt is reset to the first prompt in its list.
The Name To User step receives DTMF input from a caller, using the following numeric keypad mapping:
•2 = ABC
•3 = DEF
•4 = GHI
•5 = JKL
•6 = MNO
•7 = PQRS
•8 = TUV
•9 = WXYZ
Using the information from this step, the script creates a subsequent prompt that plays the prerecorded name of the user selected by the caller if it exists. If no recording exists, the script will spell the user's name.
Note The Name To User step is limited to spelling back names with ASCII-only characters, which may be a limitation under some international conditions.
The Name To User step produces the following output branches:
•Successful—A successful match is made between the input from the caller and a name in the directory.
•Timeout—The step has reached the maximum number of retries (as configured in the customizer window) without receiving input from the caller.
•Unsuccessful—The input from the caller does not match a name in the directory.
•Operator—The operator's extension was entered.
Note The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window. (See Figure 80.)
Note If the Name To User step matches the caller input with a single user in the Lightweight Access Directory Protocol (LDAP) directory, that result will be returned immediately without requiring the caller to confirm the selection.
The customizer window of the Name To User step contains three tabs:
•General
•Prompt
•Input
General
Use the General tab, as shown in Figure 80, to specify the Result User variable and to set other properties for the Name To User step.
Figure 80 sName To User Customizer Window—General Tab
Table 40 describes the fields of the General tab.
Table 40 Name To User Customizer Window Fields—General Tab
Field
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is the Triggering Contact, unless another contact is specified.
|
Result User
|
Variable that stores a user object representing the user selected by the caller.
|
Announce When Number of Matches Less Than
|
If the number of matches is less than this value, the step prompts the caller to choose the correct entry from the list of matches. If the number of matches is greater than or equal to this value, the step prompts the caller to enter additional letters to reduce the number of matches.
|
Operator
|
If Yes, the caller has the option to connect to an operator by pressing "0".
If No, the caller is not offered the option to connect to an operator.
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Follow these steps to configure the General fields of the Name To User step:
Step 1 From the Contact drop-down menu, choose the variable that triggers the execution of the step.
Step 2 From the Result User drop-down menu, choose the variable that stores the user object representing the user selected.
Step 3 From the Announce When Number of Matches Less Than drop-down menu, choose the number of matches that determine which prompt is played back to the caller.
Step 4 In the Operator field, do one of the following:
•Click the Yes radio button to provide the option to connect to an operator.
•Click the No radio button to disable this option.
Step 5 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 6 Click Apply.
Continue with "Prompt" to configure the Prompt tab of the Name To User customizer window.
Prompt
Use the Prompt tab, as shown inFigure 81, to specify prompts to be played back by the Name To User step and to set the Barge In and Continue on Prompt Errors options.
Figure 81 Name To User Customizer Window—Prompt Tab
Table 41 describes the fields of the Prompt tab.
Table 41 Name To User Customizer Window Fields—Prompt Tab
Field
|
Description
|
Prompt
|
Specifies the prompt to be played back to the caller.
Options from the drop-down menu:
•Default prompt— System prompt bundled with the Cisco Unity Express software: "Spell the last name followed by the first name."
•Customized prompt—Prompt created by the script designer.
•No prompt—No prompt is played.
|
Barge In
|
If Yes, the caller can interrupt the prompt.
If No, the prompt must complete playback before the caller can respond.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these step to configure the Prompt fields of the Name To User customizer window:
Step 1 From the Prompt drop-down menu, choose the prompt to be played.
If you choose Customized Prompt, the List of Prompts text field becomes active. In the List of Prompts text field, do one of the following:
•Enter a value.
•From the List of Prompts drop-down menu, choose a prompt to be played.
•Click the Expression Editor (...) button and enter an expression that specifies the prompt to be played.
Step 2 In the Barge In field, do one of the following:
•Click the Yes radio button to allow the caller to interrupt the prompt.
•Click the No radio button to require the prompt to complete playback before the caller can respond.
Step 3 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 4 Click Apply.
Continue with "Input" to configure the Input tab of the Name To User customizer window.
Input
Use the Input tab, as shown in Figure 82, to configure various input properties for the Name To User step.
Figure 82 Name To User Customizer Window—Input Tab
Table 42 describes the fields of the Input tab.
Table 42 Name To User Customizer Window Fields—Input Tab
Property
|
Description
|
Input Length
|
Minimum number of digits required before automatically checking for a caller match.
|
Terminating Key
|
Key used to indicate the end of caller input.
|
Cancel Key
|
Key the caller presses to start over.
The Cancel key works only until the number of maximum retries is reached.
|
Maximum Retries
|
Number of times the step attempts to receive valid input. A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.
|
Initial Timeout (in sec)
|
Number of seconds that the system waits for initial input from the caller.
|
Interdigit Timeout (in sec)
|
Number of seconds that the system waits for the caller to enter the next digit, after receiving initial input from the caller.
|
Flush Input Buffer
|
If Yes, the system erases previously entered input before capturing caller input.
If No, the system does not erase previously entered input before capturing caller input.
|
Follow these steps to configure the Input properties Name To User customizer window:
Step 1 In the Input Length text field, enter a number of digits.
Step 2 From the Terminating Key drop-down menu, choose a terminating key.
Step 3 From the Cancel Key drop-down menu, choose a cancel key.
Step 4 From the Maximum Retries drop-down menu, choose a number.
Step 5 From the Initial Timeout (in sec) drop-down menu, choose a number of seconds.
Step 6 From the Interdigit Timeout (in sec) drop-down menu, choose a number of seconds.
Step 7 In the Flush Input Buffer field, do one of the following:
•Click the Yes radio button to cause the system to erase previously entered input before capturing new caller input.
•Click the No radio button to allow callers to type ahead and have the input saved.
Step 8 Click OK.
The Name To User customizer window closes. The name of the triggering contact and the name of the result user variable appear in the Design pane of the Cisco Unity Express Script Editor.
Play Prompt
Use the Play Prompt step to play back specified prompts to the caller.
Note When any previous escalating prompt in the script enters the Play Prompt step, the previous escalating prompt is reset to the first prompt in its list.
The customizer window of the Play Prompt step contains three tabs:
•General
•Prompt
•Input
General
Use the General tab, as shown in Figure 83, to identify the contact and to set the Interruptible option.
Figure 83 Play Prompt Customizer Window—General Tab
Table 43 describes the fields of the General tab.
Table 43 Play Prompt Customizer Window Fields—General Tab
Field
|
Description
|
Contact
|
Contact that triggers the execution of the step.
Default is Triggering Contact, unless another contact is specified.
|
Interruptible
|
If Yes, an external event (such as a caller hanging up) can interrupt the step.
If No, the step must complete before any other process can execute.
|
Follow these steps to configure the General contact fields of the Play Prompt step:
Step 1 From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.
Step 2 In the Interruptible field, do one of the following:
•Click the Yes radio button to allow an external event to interrupt the step.
•Click the No radio button to require the step to complete before any other process can execute.
Step 3 Click Apply.
Continue with "Prompt" to configure the Prompt tab of the Play Prompt customizer window.
Prompt
Use the Prompt tab of the Play Prompt customizer window, as shown in Figure 84, to specify the prompt to be played back, and to set the Barge In and Continue on Prompt Errors options.
Figure 84 Play Prompt Customizer Window—Prompt Tab
Table 44 describes the fields of the Prompt tab.
Table 44 Play Prompt Customizer Window Fields—Prompt Tab
Field
|
Description
|
Prompt
|
Specifies which prompt is to be played.
|
Barge In
|
If Yes, the caller can interrupt the prompt.
If No, the prompt must complete playback before the caller can respond.
|
Continue on Prompt Errors
|
If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.
If No, an exception results, which can then be handled in the script.
|
Follow these steps to configure the Prompt properties of the Play Prompt customizer window:
Step 1 From the Prompt drop-down menu, choose the prompt to be played.
Step 2 In the Barge In field, do one of the following:
•Click the Yes radio button to allow the caller to interrupt the prompt.
•Click the No radio button to require the prompt to complete playback before the caller can respond.
Step 3 In the Continue on Prompt Errors field, do one of the following:
•Click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt.
•Click the No radio button to cause an exception to result.
Step 4 Click Apply.
Continue with "Input" to configure the Input tab of the Play Prompt customizer window.
Input
Use the Input tab of the Play Prompt step, as shown in Figure 85, to specify whether or not to erase previously entered input before capturing caller input.
Figure 85 Play Prompt Customizer Window—Input Tab
Table 45 describes the field of the Input tab
Table 45 Play Prompt Customer Window Field—Input Tab
Field
|
Description
|
Flush Input Buffer
|
If Yes, the system erases previously entered input before capturing caller input.
If No, the system does not erase previously entered input before capturing caller input.
|
Follow these steps to configure the Input tab of the Play Prompt customizer window:
Step 1 In the Flush Input Buffer field, do one of the following:
•Click the Yes radio button to cause the system to erase previously entered input before capturing new caller input,.
•Click the No radio button to allow callers to type ahead and have the input saved.
Step 2 Click OK.
The Play Prompt customizer window closes. The name of the triggering contact and the name of the prompt variable appears in the Design pane of the Cisco Unity Express Script Editor.
