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Table Of Contents
Create File Document (IVR Only)
Text Substitution for Keywords
eMail Contact Steps (IVR Only)
Extended Get Digit String Step
Script Editor Step Reference
This chapter lists all the steps available for use in creating auto attendant (AA) scripts and Interactive Voice Response (IVR) scripts. As indicated, some of the steps are for IVR scripts only. All of the steps are accessed using the Palette pane (see the "Palette Pane" section on page 10). This chapter includes the following sections:
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eMail Contact Steps (IVR Only)
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Call Contact Steps
The steps in the Call Contact palette provide script designers with a way to manage calls.
The Call Contact palette contains the following steps:
Figure 49 shows the steps in the Call Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 49 Call Contact Palette Steps
Call Redirect
Use the Call Redirect step to redirect a call to another extension.
The Call Redirect step is often used in applications to transfer a call after a desired extension has been specified.
The Call Redirect step produces four output branches:
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Configure script steps after each of the four branches to handle the possible outcomes of a redirected call.
Figure 50 shows the customizer window for the Call Redirect step.
Figure 50 Call Redirect Customizer Window
Table 7 describes the fields of the Call Redirect customizer window.
Table 7 Call Redirect Customizer Window Fields
Call Contact
Contact that you want to redirect. Default is Triggering Contact, unless another contact is defined. The names of the selected Call Contact and extension variables appear next to the Call Redirect step icon in the Design pane.
Extension
Variable that holds the extension where the call is to be redirected. (See Table 8 for supported extensions.)
Reset CTI Called Address
If Yes, the script resets the original destination of the call to the redirected destination.
If No, the script preserves the original call destination even after the Call Redirect step executes. The information associated with the call gives no indication that the Route point or CTI port was ever involved with the call.
Default is Yes. Set this field according to the requirements of the redirected destination.
Table 8 describes the extensions supported by the Call Redirect step.
Table 8 Call Redirect: Supported Extensions
Extensions starting with "#" or "*"
Extensions that trigger a network take-back and transfer where the specified string is outpulsed as is. The redirect is successful if a hang-up event occurs within a maximum of 5 seconds.
Note
Extensions ending with ".wav"
Extensions that trigger a network announcement type of redirect. The system simulates a ring-back tone, plays back the specified .wav file 4 times, and finally simulates a fastbusy tone.
The redirect is successful if at any time the caller hangs up or the end of the fastbusy tone is reached, at which point the call is disconnected.
Extensions equal to "PROBLEMS"
Extensions that trigger a network announcement type of redirect with a system problem announcement.
The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.
Extensions equal to "BUSY", "RNA1 ", "FASTBUSY" or "DIALTONE"
The specified audio treatment is generated before the call is disconnected.
The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.
1 RNA = Ring No Answer
Get Call Contact Info
Use the Get Call Contact Info step to access call-specific information and to store values in specified variables.
You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, use this step with a Call Redirect step to transfer a call to another extension, or with a Play Prompt step to play a voice prompt.
Figure 51 shows the customizer window for the Get Call Contact Info step.
Figure 51 Get Call Contact Info Customizer Window
Table 9 describes the fields of the Get Call Contact Info customizer window.
Table 9 Get Call Contact Info Customizer Window Fields
Call Contact
Contact for which you want to get information. Default is Triggering Contact, unless another contact is defined. The name of the selected Call Contact variable appears next to the Get Call Contact Info step icon in the Design pane.
Calling Number
Variable that stores the number of the originator of the call.
Called Number
Variable that stores the number called by the calling party.
Arrival Type
Variable that holds the arrival type of the call. (See Table 10 for supported arrival types.)
Last Redirected Number
The number from which the last call redirect or transfer was invoked. This is the number at which the call was placed immediately before the current number.
Original Called Number
Number called from the perspective of the called party.
Table 10 describes the arrival types of the Get Call Contact Info step.
Place Call (IVR Only)
Use the Place Call step to place outbound calls.
This step, for example, can be used to place calls to patients at preconfigured times to inform them of the current status of their interaction. The notification calls are considered successful if they are answered by a person, voice mail system, answering machine, or fax machine.
The Place Call step produces six output branches:
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Figure 52 shows the customizer window for the Place Call step.
Figure 52 Place Call Customizer Window
Table 11 describes the fields of the Place Call customizer window.
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Contact Steps (IVR Only)
The steps in the Contact palette provide designers with a way to control contacts. For more information about contact steps, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
A contact represents one form of connection, such as a telephone call, with a remote user. Scripts use contacts to track connections through the system. The contact is established when the connection is made. The contact lasts until the connection is terminated, for example, when the script transfers or disconnects a telephone call.
Configure each step that acts on contacts to accept the implicit contact (by choosing the
"-- Triggering Contact --" default) or to use a variable that can hold the identifier for this contact. Use the Set Contact Info step of the Contact palette to mark the contact as Handled, which is important for reporting purposes.The Contact palette contains the following steps:
Figure 53 shows the steps in the Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 53 Contact Palette Steps
Accept
Use the Accept step to accept a particular contact.
After the Start step, the Accept step is normally the first step in a Cisco Unity Express script, triggered by an incoming contact.
The caller hears ringing until the script reaches this step.
Figure 54 shows the customizer window for the Accept step.
Figure 54 Accept Customizer Window
Table 12 describes the field of the Accept customizer window.
Get Contact Info
Use the Get Contact Info step to extract information from a contact and store it in script variables so that this contact information is available to subsequent steps in the script.
Figure 55 shows the customizer window for the Get Contact Info step.
Figure 55 Get Contact Info Customizer Window
Table 13 describes the fields of the Get Contact Info customizer window.
Table 14 describes the information that the Get Contact Info step makes available to other steps in the script.
The Get Contact Type dialog box is shown in Figure 56.
Figure 56 Get Contact Type Dialog Box
Set Contact Info
Use the Set Contact Info step to modify the context information associated with a contact.
The Set Contact Info step often follows a Redirect step in the script to mark the contact as Handled.
A contact can be marked Handled only while it is active. After a contact becomes inactive (for example, after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled; otherwise the mark has no effect in reporting.
Note
Figure 57 shows the customizer window for the Set Contact Info step.
Figure 57 Set Contact Info Customizer Window
Table 15 describes the fields of the Set Contact Info customizer window.
Table 16 describes the attribute information provided in the customizer window of the Set Contact Info step.
Terminate
Use the Terminate step to disconnect the call.
Figure 58 shows the customizer window for the Terminate step.
Figure 58 Terminate Customizer Window
Table 17 describes the field of the Terminate customizer window.
Database Steps (IVR Only)
The steps in the Database palette provide designers with the steps to read and write data from database tables and views. For more information about setting up the database, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
The following prerequisites must be met before a script is created using Database steps:
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For example, a table name or field name is only refreshed if there is connectivity between the Script Editor software and the Cisco Unity Express router, and the Cisco Unity Express router can connect to the external database using a defined database profile configuration.
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Database steps have a resource name associated with them that are used to link multiple steps. For example, if the DB Read step is issued with the resource name myquery to execute a query, myquery will be specified in the DB Get step to retrieve results from that query. The myquery resource name is also required before the DB Release step can release database resources when it is prompted by a query.
If a resource name is used for a query, and another DB Read step is configured to use the same resource name, the results of the previous query are overwritten by the second DB Read step.
A resource name is entered in text fields associated with the DB Read and DB Write steps. Each resource name uses one database connection, and each profile is allowed a finite number of connections. If this number of allowed connections is exceeded during step execution, a Structured Query Language (SQL) Exception will be issued. To ensure that the number of connections do not go over profile maximums, you must use the DB Release step, which releases connection resources after a DB Read or DB Write step is executed. Terminating the script execution also releases database resources.
The DB Read and DB Get steps are executed in sequence by the Database script. The DB Read step performs a database query and stores the returned data internally in the Enterprise Database Subsystem (EDBS). The DB Get step uses data retrieved by the DB Read step. If the actual database contents are changed after executing the DB Read step, to the DB Get step will not reflect those changes and you must issue another DB Read to get updated data from the database.
The Database palette contains the following steps:
Figure 59 shows the steps in the Database palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 59 Database Palette Steps
DB Read
Use the DB Read step to issue a database selection query. The DB Read step allows you to specify which columns to return in the select query and to specify the variables to put the resulting data into through the DB Get step (see the "DB Get" section). The DB Read step allows you to specify more than one database table or view name from which to query.
The DB Read step has the following restrictions:
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When those results returned from DB Read step are no longer needed, use the DB Release step to clear the results and release database resources.
The DB Read step produces three output branches:
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The DB Read customizer window contains three tabs:
General Tab
Use the General tab of the DB Read customizer window, as shown in Figure 60, to configure the database resource name, database profile name, and time out value (in seconds).
Figure 60 DB Read Customizer Window: General Tab
Table 18 describes the fields of the General tab.
SQL Tab
Use the SQL tab of the DB Read customizer window, as shown in Figure 61, to configure SQL commands.
Figure 61 DB Read Customizer Window: SQL Tab
Table 19 describes the fields of the SQL tab.
Table 19 DB Read Customizer Window Fields: SQL Tab
Enter SQL Command to be Executed
SQL command that you want to be executed.
Number of Rows Returned
Rows returned when the Test button is clicked.
Show All Fields (Select Table)
Fields defined in a particular table in this database. This will list all the tables for a given profile. When a table name is selected, the DB Field dialog box opens, as shown in Figure 62, displaying the fields for this table and their data types.
After a particular table is selected in the Show All Fields drop-down list, the DB Field dialog box opens as shown in Figure 62.
Figure 62 DB Field Dialog Box
Comments Tab
Use the Comments tab of the DB Read customizer window, as shown in Figure 63, to enter text comments.
Figure 63 DB Read Customizer Window: Comments Tab
DB Get
Use the DB Get step to retrieve the results from the DB Read step.
Inside (or script variables used while configuring) the DB Get step, variables are mapped to the table or view fields selected. Outside (or script variables that can be used anywhere in the script) the DB Get step, data can be accessed by using the script variable names. When finished with results, use the DB Release step to release query resources.
Each time a script executes the DB Get step, it retrieves one row of the results returned by the DB Read step and assigns variables to them. To move to the next row in the result set, you must execute the DB Get step again. When all of the rows of the result are read, DB Get goes into the No Data branch.
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The DB Get step produces three output branches:
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The DB Get customizer window contains two tabs:
General Tab
Use the General tab of the DB Get customizer window, as shown in Figure 64, to select a database resource and database profile from DB Read step results.
Figure 64 DB Get Customizer Window: General Tab
Table 18 describes the fields of the General tab.
Field Selection Tab
Use the Field Selection tab of the DB Get customizer window, as shown in Figure 65, to select a table, fields, data type, and local variables from DB Read step results.
Figure 65 Field Selection Customizer Window: Field Selection Tab
Table 21 describes the fields of the Field Selection tab.
As shown in Figure 65, clicking Add opens the Add Database Field dialog box shown in Figure 66.
Figure 66 Add Database Field Dialog Box
DB Write
Use the DB Write step to enter SQL update, insert, and delete statements for refreshing the database records.
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After completing the DB Write step, use the DB Release step (see the "DB Release" section) to release database resources.
The DB Write step produces three output branches:
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The DB Write customizer window contains four tabs:
General Tab
Use the General tab of the DB Write customizer window, as shown in Figure 67, to select a database resource and database profile to which you can choose to apply the SQL update, insert, and delete statements.
Figure 67 DB Write Customizer Window: General Tab
Table 22 describes the fields of the General tab.
SQL Tab
Use the SQL tab of the DB Write customizer window, as shown in Figure 68, to enter SQL commands.
Figure 68 DB Write Customizer Window: SQL Tab
Table 23 describes the fields of the SQL tab.
Table 23 DB Write Customizer Window Fields: SQL Tab
Enter SQL Command to be Executed
SQL command that you want to be executed.
Show All Fields (Select Table)
Fields defined in a particular table in this database. Select a table from the drop-down list to display the DB Fields dialog box, as shown in Figure 69.
Figure 69 DB Fields Dialog Box
Test Tab
Use the Test tab of the DB Write customizer window, shown in Figure 70, to execute the SQL update, insert, or delete statement and view the results without changing a database.
Figure 70 DB Write Customizer Window: Test Tab
Table 24 describes the fields of the Test tab.
Comments Tab
Use the Comments tab of the DB Write customizer window, as shown in Figure 71, to enter text comments regarding test results (see the "Test Tab" section).
Figure 71 DB Write Customizer Window: Comments Tab
DB Release
Use the DB Release step to release database resources associated with a resource name.
The DB Read and DB Write steps (see the "DB Read" section and "DB Write" section) must use the DB Release step to release resources when results returned by them are no longer needed.
Figure 72 shows the customizer window for the DB Release step.
Figure 72 DB Release Customizer Window
Table 19 describes the field of the DB Release customizer window.
Table 25 DB Release Customizer Window Field
DB Resource Name
Name of the database resource from which you want to release resources.
Document Steps (IVR Only)
The steps in the Document palette provide designers with the steps to handle a variety of documents. For more information about document steps, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
The Document palette contains the following steps:
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Figure 73 shows the steps in the Document palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 73 Document Palette Steps
Cache Document
Use the Cache Document step is to perform an input/output (I/O) operation, such as making a Hypertext Transfer Protocol (HTTP) request, and to cache the resulting document in the memory buffer.
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The I/O operation is specified by the document defined in the step that precedes this step, such as the Create File Document step (see the "Create File Document (IVR Only)" section) or the Create URL Document step (see the "Create URL Document" section) or by a document expression that contains a hard-coded document. When the Create File Document or Create URL Document step executes, it creates the document variable and does not send a URL request or access the file system.
I/O operation occurs when another step, such as the Send Response step (see the "Send Response" section), references the document and permits the I/O operation to be completed before any subsequent steps are executed. In the following example, the Cache Document step makes an HTTP request to mybank.money.com. Without the Cache Document step, the I/O would not occur until the Send eMail step (see the "Send eMail" section) step executes.
doc=Create URL Document("http://mybank.money.com/debit?amount=500")doc=Cache Document(doc). . .SendEmail(From, To, doc)Figure 74 shows the customizer window for the Cache Document step.
Figure 74 Cache Document Customizer Window
Table 26 describes the fields of the Cache Document customizer window.
Create File Document (IVR Only)
Use the Create File Document step to incorporate templates, Tagged Image File Format (TIFF) attachments, and other generic documents into a script.
Documents created by this step can be included in the body of an e-mail or as an attachment, or be used in the same way for sending faxes.
When using the Create File Document step, you must select the name of a file that has been uploaded onto a Cisco Unity Express module. Files can be loaded onto the module using the CLI or GUI. You must also select a file type, which will be assigned to the file when it is uploaded onto the module.
Figure 75 shows the customizer window for the Create File Document step.
Figure 75 Create File Document Customizer Window
Table 27 describes the fields of the Create File Document customizer window.
Create URL Document
Use the Create URL Document step to define a document variable by entering an HTTP URL. For the Create URL Document, you can use FTP or HTTP.
The Create URL Document step does not issue the HTTP request. The request occurs when the document is used by another step, such as the Send Response, Send eMail, Send Fax, or Cache Document step. In the example shown in Figure 78, when the Send Email step is started, the HTTP request is made and the resulting HTML document is sent as an e-mail to user1@company1.com.
Figure 76 Send Attached E-mail
In the example shown in Figure 77, if you want to use the Create URL Document step to make an HTTP request only and do not want to send an e-mail, fax, or HTTP response, use the Cache Document step to make the request.
Figure 77 Send Cache URL Response
As shown in Table 28, there are two HTTP request methods: GET and POST. Table 28 describes the fields of the Create URL Document customizer window.
For GET HTTP, parameters are usually appended to a URL in an HTTP request to provide data required to execute the request. For example, the following HTTP request is made when the value of the total amount is set to 500:
http://mybank.money.com/debit?amount=500For POST, the parameters are passed in the body of the HTTP request as if entered in an HTML form.
Figure 78 shows the customizer window for the Create URL Document step.
Figure 78 Create URL Document Customizer Window
Text Substitution for Keywords
Use the Text Substitution for Keywords step to create dynamic content for HTTP, e-mail, and fax by replacing keywords in a document with values contained in local variables.
Keywords are mapped to variables. The Text Substitution for Keywords step replaces keywords with the current values of local variables. Keywords are indicated by percent (%) characters in the document, such as %NAME%, which can be dynamically replaced with a string variable with a person's name.
Figure 79 shows the customizer window for the Text Substitution for Keywords step.
Figure 79 Text Substitution for Keywords Customizer Window
Table 29 describes the fields of the Text Substitution for Keywords customizer window.
Table 29 Text Substitution for Keywords Customizer Window Fields
Result Document
Variable that stores the document containing the text substitutions.
Source Document
Variable that identifies the source template document. The lower half of the window can be modified to configure the local variables that will replace the specific keywords in the document template. These can be added, modified, or deleted as desired.
Local Variable
Variable used to replace the keyword.
Data Type
Data type of the local variable, such as string and integer. This field is populated with the data type of the local variable selected automatically.
Keyword
Keyword in the source document indicated by a percent (%) character that is to be replaced. When entering a keyword, in this field do not use the % character. Keywords should contain only alphanumeric characters. Dash (-) and underscore (_) characters are permitted.
Add
Adds a new replacement entry. When Add is clicked, the Keyword Mapping dialog box appears, as shown in Figure 80.
Modify
Modifies an existing entry. When Modify is clicked, the Keyword Mapping dialog box appears, as shown in Figure 80.
Delete
Deletes an entry.
The Keyword Mapping dialog box, as seen in Figure 80 appears when Add or Modify is clicked in the Text Substitution for Keywords customizer window, as seen in Figure 79.
Figure 80 Keyword Mapping Dialog Box
eMail Contact Steps (IVR Only)
The steps in the eMail Contact palette provide the facility for creating, attaching, and sending e-mail. The e-mail steps are available in the e-mail palette in the Cisco Unity Express Script Editor. For more information about the e-mail contact steps, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
The eMail Contact palette contains the following steps:
Figure 81 shows the steps in the eMail Contact Palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 81 eMail Contact Palette Steps
Attach To eMail
Use the Attach to eMail step to attach an existing document to an e-mail to be sent at a later time.
Note that the e-mail must have been previously created with the Create eMail step (see the "Create eMail" section) and matched to the corresponding e-mail contact. The contents of the attachment will be specified by a document variable.
The Attach To eMail step produces two output branches:
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To attach an e-mail, click Add in the Attach to eMail customizer window, as shown in Figure 82, and complete the Add Attachment customizer window as seen in Figure 83.
Figure 82 Attach to eMail Customizer Window
Figure 83 Add Attachment Customizer Window
Table 30 describes the fields of the Attach to eMail and Add Attachment customizer windows.
Table 30 Attach to eMail and Add Attachment Customizer Window Fields
eMail Contact
Contact associated with the e-mail message that was configured in the Create eMail step (see the "Create eMail" section). The name can be entered directly as text in quotations or with a string variable.
Local Variable
Specifies the document to be sent as an e-mail attachment.
Data Type
Data type of the local variable. The default data type is Document. After a local variable is selected, Document appears in the Data Type field automatically.
Name for attachment
Text name of the e-mail attachment.
Add
Adds an attachment. A maximum of five attachments can be added.
Modify
Modifies an attachment.
Delete
Deletes an attachment.
Create eMail
Use the Create eMail step to compose an e-mail. Include the subject and the text body of the e-mail to be associated with the e-mail contact. To specify the body of the e-mail:
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Figure 84 shows the customizer window for the Create eMail step.
Figure 84 Create eMail Customizer Window
Table 31 describes the fields of the Create eMail customizer windows.
Send eMail
Use the Send eMail step to send an e-mail.
Prior to sending an e-mail, the e-mail must have been created with the Create eMail step (see the "Create eMail" section).
The Send eMail step sets the To and From addresses and sends the e-mail to the configured Simple Mail Transfer Protocol (SMTP) server for delivery. The SMTP server can be configured using the Cisco Unity Express GUI or CLI. The From address can be set to any desirable address to which a reply can be sent. This address can also be advised of undeliverable messages received from the SMTP server.
E-mail can be sent immediately or queued to be sent later as a background process.
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The Send eMail step generates the following three branches:
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Figure 85 shows the customizer window for the Send eMail step.
Figure 85 Send eMail Customizer Window
Table 32 describes the fields of the Send eMail customizer windows.
Table 32 Send eMail Customizer Window Fields
eMail Contact
Contact associated with the e-mail message that was configured in the Create eMail step (see the "Create eMail" section). May be entered directly as text in quotations or with a string variable.
To
Person to whom you are sending the e-mail. A variable or string expression can be used.
Use Default From Check Box
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From
Account from which you are sending the e-mail. This may be entered directly as text in quotations or with a string variable.
Send
Method of fax transport.
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Fax Contact Steps (IVR Only)
The steps in the Fax Contact palette of the Cisco Unity Express Script Editor provide fax programming functionality for scripting. For more information about the fax contact steps, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
The Fax Contact palette contains the following steps:
Figure 86 shows the steps in the Fax palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 86 Fax Contact Palette Steps
Create Fax
Use the Create Fax step to construct a fax message.
Creating a fax involves entering the subject and the body of the fax and associating an e-mail contact with the fax.
Figure 87 shows the customizer window for the Create Fax step.
Figure 87 Create Fax Customizer Window
Table 33 describes the fields of the Create Fax customizer window.
Attach to Fax
Use the Attach to Fax step to send either a text document or a .TIFF image as an attachment to a fax.
Prior to attaching a fax, you must first create a fax using the Create Fax step (see the "Create Fax" section) and use the same fax contact. The contents of the attachment are identified with a document variable entered in the Local Variable field. The file referenced in the Local Variable field can contain either text or a .TIFF image. The .TIFF image must conform to Profile-F as defined in RFC2306. If the attachment is not a text or a .TIFF image, the fax is not sent. If the .TIFF image does not conform to the Profile-F requirements, the fax will be sent but the image might not be transmitted correctly.
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The Attach to Fax step generates the following two branches:
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Figure 88 shows the customizer window for the Attach to Fax step.
Figure 88 Attach to Fax Customizer Window
Table 34 describes the fields of the Attach to Fax customizer window.
Table 34 Attach to Fax Customizer Window Fields
Fax Contact
Contact associated with the fax message created in the Create Fax step (see the "Create Fax" section).
Document to Attach
Local variable referencing the document to be sent as a fax attachment. This is restricted to a document data type containing either ASCII text or a .TIFF image.
Send Fax
Use the Send Fax step to send a fax.
The Send Fax step returns to the steps immediately after queuing the fax request. Prior to attaching a fax, you must first create a fax using the Create Fax step (see the "Create Fax" section) and use the same fax contact. The fax may also have an attachment. See the "Attach to Fax" section.
The Send Fax step produces two output branches:
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Figure 89 shows the customizer window for the Send Fax step.
Figure 89 Send Fax Customizer Window
Table 34 describes the addressing fields of the Send Fax customizer window.
Table 35 Send Fax Customizer Window Fields
Fax Contact
Contact associated with the fax message that was created in the Create Fax step (see the "Create Fax" section).
Fax Number
Variable or string expression to use for the phone number of the intended fax machine. This may be entered directly as text in quotations or with a string variable. This number must include any necessary digits used to make an outbound call.
Default From Check Box
Enables or disables the use of the account configured for the fax subsystem through the Cisco Unity Express GUI or CLI.
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If a Default From value has not been configured, the From field in the sent Fax e-mail will be set to localhost@<localhostname>.
If the fax is sent successfully, then the localhost@<localhostname> address will be used as the sender e-mail address in the sent fax.
If the fax is not sent successfully, then a failure notification will be sent to the default "From" address.
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From
Account from which the e-mail will be sent. Text in quotations, or a string variable can be used. The address entered into this field must be one that is capable of receiving e-mails.
Send Fax Successful Notification Radio Buttons
Does not send notification e-mails on successful fax transmission.
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General Steps
The steps in the General palette of the Cisco Unity Express Script Editor provide basic programming functionality for scripting.
The General palette contains the following steps:
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Figure 90 shows the steps in the General palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 90 General Palette Steps
Annotate
Use the Annotate step to enter comments at any point in a script. This step has no impact on script logic. Figure 91 shows the customizer window for the Annotate step.
Figure 91 Annotate Customizer Window
To annotate a script, enter your comments in the Enter Comments field and click OK.
The Annotate customizer window closes and the first words of your annotation appear next to the Annotate icon in the Design pane of the Cisco Unity Express Script Editor.
Business Hours
Use the Business Hours step to determine if the business is open when the auto-attendant receives a call. This step can play a "Business is closed" prompt if the system receives a call during business- closed hours. When configured, the name of the Schedule variable appears next to the Business Hours step in the Design pane.
The Business Hours step automatically adds two output branches:
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For more information about configuring business schedules, see the Cisco Unity Express GUI Administrator Guide or the Cisco Unity Express Voice-Mail and Auto-Attendant CLI Administrator Guide.
Figure 92 shows the customizer window for the Business Hours step.
Figure 92 Business Hours Customizer Window
Table 36 describes the fields of the Business Hours customizer window.
Call Subflow
Use the Call Subflow step to execute a subflow, also called a subroutine or module in structured programming.
Use the Cisco Unity Express Script Editor to create the subflow as an independent script that you can reuse in other scripts. Subflows can be nested; that is, you can call subflows from within scripts that are themselves used as subflows.
During run time, if an exception occurs within a subflow and you do not handle the exception within the subflow, the exception is available to the parent script for processing. For more information about exceptions, see the "On Exception Goto" section.
The Call Subflow customizer window contains two tabs:
General Tab
Use the General tab of the Call Subflow customizer window, shown in Figure 93, to specify the filename of the subflow you want to call.
Figure 93 Call Subflow Customizer Window: General Tab
Table 37 describes the fields of the General tab.
Parameter Mapping Tab
Use the Parameter Mapping tab of the Call Subflow customizer window, shown in Figure 94, to map variables or expressions from the main script to variables in the subflow you specified in the General tab of the Call Subflow customizer window.
Note
You can map variables only to variables of the same type. For example, you can map a string variable in the main script only to a string variable in the subflow.
You can pass in any valid expression; for example, "4" or an expression such as "counter + 3".
When the script calls a subflow, the subflow has access to the variables from the main script that you specify on the Parameter Mapping tab. If the subflow changes the value of a mapped variable, that change carries over to the main script when the subflow returns control to the main script.
Figure 94 Call Subflow Customizer Window: Parameter Mapping Tab
Table 38 describes the fields of the Parameter Mapping tab.
The Parameter Mapping dialog box is shown in Figure 95.
Figure 95 Parameter Mapping Dialog Box
Date Time Round-off
Use the Date Time Round-off step utility to round up or round down the current date and time. When the Cisco Unity Express system clock matches the approximate time of day with a rounding value set, the time associated with a connection including the rounding value, the script executes any steps configured for that output branch.
In the following examples:
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Day of Week
Use the Day of Week step to direct the script to different connection output branches depending on the current day of the week.
When the Cisco Unity Express system clock matches one of the days associated with a connection, the script executes any steps that you configured for that day's connection branch.
Configure all days with output branches and assign each day its own connection(s). If a day is not assigned to at least one output branch, the Cisco Unity Express Script Editor displays a warning dialog box when you close the Day of Week customizer window.
Figure 96 shows the customizer window for the Day of Week step.
Figure 96 Day of Week Customizer Window
Table 40 describes the fields of the Day of Week customizer window.
The Add Connection Name dialog box is shown in Figure 97, and the field is described in Table 40.
Figure 97 Add Connection Name Dialog Box
Table 41 Add Connection Name Dialog Box
Connections Name
Enter a name for the connection branch. This name appears in the Connections list box of the Day of Week customizer window.
Decrement
Use the Decrement step to decrease the value of a chosen Integer variable by one. This step is a specialized version of the Set step of the General palette, which you use to assign any value to a variable.
Figure 98 shows the customizer window for the Decrement step.
Figure 98 Decrement Customizer Window
Select the desired variable from the Variable drop-down menu. The variable appears next to the Decrement step icon in the Design pane.
Delay
Use the Delay step to pause the processing of a script for a specified number of seconds.
Figure 99 shows the customizer window for the Delay step.
Figure 99 Delay Customizer Window
Table 42 describes the fields of the Delay customizer window.
End
Use the End step at the end of a script to complete processing and free all allocated resources.
You can also use the End step at the end of a branch of logic in a script. Any call still active by the time this step is executed will automatically be processed by the system default logic.
This step has no properties and does not require a customizer.
Get List Member (IVR Only)
The Get List Member step retrieves a member (token) from a specific position (index) out of a delimiter separated string list.
You can use this step to parse string data retrieved from the database and to extract a portion of it. The extracted member (token) can then be used by other steps. For example, a database query might retrieve all the active prescription numbers for a patient as a comma-separated list. This step can be used to extract individual prescription numbers out of that list, and then each of these prescription numbers can be played to the caller using the Play Prompt step, prompting them to select one of them for refill.
The Get List Member step produces two output branches:
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Figure 100 shows the customizer window for the Get List Member step.
Figure 100 Get List Member Window
Table 43 describes the fields of the Get List Member customizer window.
Goto
Use the Goto step to cause the script logic to branch to a specified Label step within the script.
Note
Figure 101 shows the customizer window for the Goto step.
Figure 101 Goto Customizer Window
Select the Label step from the Select a Label drop-down menu. This name appears next to the Goto step icon in the Design pane.
If
Use the If step to cause the script to choose one of two branches based on the evaluation of a specified Boolean expression.
The If step automatically adds two output branches, True and False:
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Figure 102 shows the customizer window for the If step.
Figure 102 If Customizer Window
Enter an expression in the text field or click the Expression Editor (...) button to enter an expression. The expression appears next to the If step icon in the Design pane.
Increment
Use the Increment step to increase the value of a chosen Integer variable by one. This step is a specialized version of the Set step of the General palette, which you use to assign any value to a variable.
Figure 103 shows the customizer window for the Increment step.
Figure 103 Increment Customizer Window
Select the Integer type variable from the Variable drop-down menu. The variable appears next to the Increment step icon in the Design pane.
Is Holiday
The Is Holiday step is a conditional step which branches the flow according to the predefined holidays. This step can play a "Business closed for the holiday" prompt.
The Is Holiday step automatically adds two output branches:
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When the step executes, the system compares the specified date with the list of holidays. If the specified date is a holiday, the True branch executes. If the specified date is not a holiday, the False branch executes.
For more information about configuring holiday schedules, see the Cisco Unity Express GUI Administrator Guide or the Cisco Unity Express Voice-Mail and Auto-Attendant CLI Administrator Guide.
Figure 104 shows the customizer window for the Is Holiday step.
Figure 104 Is Holiday Customizer Window
The Date field contains the date variable that the system uses to check for holidays. You can leave the Current Date variable or click the Date drop-down menu to select a date variable. The name of the Date variable appears next to the Is Holiday step icon in the Design pane.
Label
Use the Label step to serve as a target for a Goto step. The Label step indicates a section of the script that can be executed by more than one Goto step. The Label and Goto steps must be in the same script.
Figure 105 shows the customizer window for the Label step.
Figure 105 Label Customizer Window
Enter a name in the Enter Label Name text field. The Label name appears next to the Label step icon in the Design pane.
On Exception Clear
Use the On Exception Clear step to remove an exception set by a previous On Exception Goto step.
Typically, this step is used in the following sequence:
1.
2.
3.
Also, use this step when you no longer need to handle the selected exception within the script.
Figure 106 shows the customizer window for the On Exception Clear step.
Figure 106 On Exception Clear Customizer Window
Select the specific exception from the list box. The exception being cleared appears next to the On Exception Clear step icon in the Design pane.
On Exception Goto
Use the On Exception Goto step to catch problems occurring during script execution and allow a graceful exit from the situation.
You can include any script steps in the Exception Flow branch that you want to use to respond to the exception.
If you are using subflows and the subflow does not handle an exception, the exception is returned to the script and the script can respond to it.
Figure 107 shows the customizer window for the On Exception Goto step.
Figure 107 On Exception Goto Customizer Window
Table 44 describes the fields of the On Exception Goto customizer window.
Set
Use the Set step to change the value of a variable.
The Set step supports type casting (with possible loss of precision) from any Number data type (Integer, Float, Long, Double, BigInteger, BigDecimal) to any other Number data type.
You can also use the Set step to convert a String variable to any Number data type. For String conversions, the system replaces all "*" characters with a decimal point (".") before performing the conversion.
Figure 108 shows the customizer window for the Set step.
Figure 108 Set Customizer Window
Table 45 describes the fields of the Set customizer window.
Start
The Cisco Unity Express Script Editor automatically adds the Start step when you create a new script. This step has no properties and does not require a customizer. It is not shown in any palette.
Switch
Use the Switch step to cause the program logic to branch to one of a number of cases based on the evaluation of a specified expression.
A case provides script logic based on the value of a variable. A variable can have one of several values. You can assign one case for each value. The Switch step lets you define any number of case output branches. You can then create a separate script logic for each (case) branch.
The Switch step supports switching based on the following variables:
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The type of switching is automatically determined by the type of the specified expression.
If the integer or string expression you specify for a case is equal to the global expression defined in the Switch Expression field, the script executes the steps configured for that case output branch.
The Default branch of the step allows you to handle cases where none of the branches matches the expression.
Figure 109 shows the customizer window for the Switch step.
Figure 109 Switch Customizer Window
Table 46 describes the fields of the Switch customizer window.
The Switch Case and Label dialog box is shown in Figure 110.
Figure 110 Switch Case and Label Dialog Box
Time of Day
Use the Time of Day step to cause the script to branch to different connection branches depending on the current time of day.
When the Cisco Unity Express system clock indicates that the time of day matches the time associated with a connection, the script executes any steps configured for that output branch.
Associate each output branch with a specified range of time.
During run time, if the current time falls out of the configured time range, the script follows the Rest output branch of the Time of Day step.
Figure 111 shows the customizer window for the Time of Day step.
Figure 111 Time of Day Customizer Window
Table 47 describes the fields of the Time of Day customizer window.
The Add Connection Name dialog box is shown in Figure 112.
Figure 112 Add Connection Name Dialog Box
The Add Range of Hours dialog box is shown in Figure 113.
Figure 113 Add Range of Hours Dialog Box
HTTP Contact Steps (IVR Only)
The steps in the HTTP Contact palette of the Cisco Unity Express Script Editor allow you to receive HTTP requests and send HTTP responses in web-enabled server applications. For more information about the HTTP contact steps, see the Cisco Unity Express 3.1 IVR CLI Administrator Guide.
The HTTP Contact palette contains the following steps:
Figure 114 shows the steps in the HTTP Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 114 HTTP Contact Palette Steps
Get Http Contact Info
Use the Get Http Contact Info step to map parameters from an HTTP request to locally defined variables.
The Get Http Contact Info step obtains URL parameters, HTTP headers, cookies, or Common Gateway Interface (CGI) environment variables. URL parameters, header information, cookies, and CGI variables are mapped to locally defined variables.
The GET Http Contact Info customizer window contains five tabs:
General Tab
Use the General tab of the Get Http Contact Info customizer window, shown in Figure 115, to select the type of variable to trigger the execution of the Get Http Contact Info step.
Figure 115 Get Http Contact Customizer Window: General Tab
Table 48 describes the field of the General tab.
Headers Tab
Use the Headers tab of the Get Http Contact Info customizer window to display the HTTP headers that are mapped to local variables.
HTTP headers contain general information such as the type of browser or HTTP version. Each header provides one value, which is identified by the header name. For example, information from HTTP headers can be used in more complex scripts to customize the behavior of the script for different HTTP versions or for different browser types.
HTTP provides four types of headers:
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The following are common HTTP Request headers:
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Note
Figure 116 shows the customizer window for the Headers tab.
Figure 116 Get HTTP Contact Info Customizer Window: Headers Tab
Table 49 describes the fields of the Headers tab.
Table 49 Get Http Contact Info Customizer Window Fields: Headers Tab
Header
Name of the header.
Variable
Variable that maps to the header.
Parameters Tab
Use the Parameters tab of the Get Http Contact Info customizer window, shown in Figure 117, to map scripts parameters to variables in the Cisco Unity Express Editor.
After an HTML form has been completed, the values are typically passed as parameters to the web server. The Get Http Contact Info step reads the values of these parameters from the HTTP request using both the GET and POST methods (see Table 28) and updates the local variables in the script.
Figure 117 Get Http Contact Info Customizer Window: Parameters Tab
Table 50 describes the fields of the Parameters tab.
Table 50 Get Http Contact Info Customizer Window Fields: Parameters Tab
Parameter
Name of the parameter.
Variable
Name of the variable that maps to the parameter.
Cookies Tab
Use the Cookies tab of the Get Http Contact Info customizer window to map information from a local variable to a cookie.
A cookie is information maintained by the browser that is typically sent by an HTTP server. The information in cookies can improve access to webpages. Most cookies store authentication or identifying information. Once the server authenticates a browser, it can send authentication credentials or other user identifiers to the browser cookie. The webpage can then be accessed without further authentication or identification.
Cookies can also be used to store a mapping identifier to a session object so that on subsequent requests, the original Session object associated with the previous HTTP request can be retrieved and reassociated with the new HTTP contact.
Note
Figure 118 shows the customizer window for the Cookies tab and Table 51 describes the field. Figure 119 shows the Add Cookies window, in which you add the cookies name and variable name, and Table 52 describes the fields. Use the variable name to refer to the data that the variable contains.
Figure 118 Get Http Contact Info Customizer Window: Cookies Tab
Table 51 Get Http Contact Info Customizer Window Fields: Cookies Tab
Cookie
Names of the cookies
Figure 119 Add Cookies Window
Table 52 Add Cookies Window Fields
Name
Names of the cookies
Variable
Name of variable
Environment Tab
Use the Environment tab of the Get Http Contact Info customizer window to map information from CGI environment variables to local variables.
The following is an alphabetical list of the environment variables:
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Figure 120 shows the customizer window for the Environment tab.
Figure 120 Get HTTP Contact Info Customizer Window: Environment Tab
Table 53 describes the fields of the Environment tab.
Table 53 Call Subflow Customizer Window Fields: General Tab
Name
Name of the environmental variable.
Variable
Name of the variable that maps to the environment variable.
Http Redirect
Use the Http Redirect step to redirect the browser to a specified URL instead of respond to an HTTP request.
Either the Http Direct step or the Send Response step (see the "Send Response" section) can be used to respond to an HTTP request. Do not use both steps. If both steps are used, the HTTP Contact script will shift to a final state after a response is returned back to the browser and be unable send another response because one was already sent.
If a script uses conditional logic, the Http Direct step can be used with one condition and Send Response step can be used with the other.
The Terminate step from the Contact palette (see the "Terminate" section) can also be used as responses to an HTTP request.
Figure 121 shows the customizer window for the Http Redirect step.
Figure 121 HTTP Redirect Customizer Window
Table 54 describes the fields of the Http Redirect customizer window.
Send Response
Use the Send Response step to send a document to a browser.
A document must be stored in a document variable before it is sent (see the "Document Steps (IVR Only)" section). To update a document with dynamic information before it is sent to a browser, place the Text Substitution for Keywords step (see the "Text Substitution for Keywords" section) before the Send Response step in the script.
Either the Send Response step or the Http Direct step (see the "Http Redirect" section) can be used to respond to an HTTP request. Do not use both steps. If both steps are used, the HTTP Contact script shifts to a final state after a response is returned to the browser and is unable to send another response because one was already sent.
If a script uses conditional logic, the Http Direct step can be used with one condition and Send Response step can be used with the other.
The Terminate step from the Contact palette (see the "Terminate" section) can also be used to respond to an HTTP request.
Figure 122 shows the customizer window for the Send Response step.
Figure 122 Send Response Customizer Window
Table 55 describes the fields of the Send Response customizer window.
Set Http Contact Info
Use the Set Http Contact Info step to set the values of HTTP headers and cookies in an HTTP response.
Note
The Set Http Contact Info customizer window contains three tabs:
General Tab
Use the General tab of the Set Http Contact Info customizer window, shown in Figure 123, to specify the HTTP contact variable that triggers the execution of the step.
Figure 123 Set Http Contact Info Customizer Window: General Tab
Table 56 describes the field of the General tab.
Headers Tab
Use the Headers tab of the Set Http Contact Info customizer window, shown in Figure 124, to map each HTTP header to a local variable or to a valid expression from which the header value will be obtained when the step executes.
Figure 124 Set Http Contact Info Customizer Window: Headers Tab
Table 57 describes the fields of the Headers tab.
Table 57 Set Http Contact Info Customizer Window Fields: Headers Tab
Header
Name of the header.
Variable
Variable that maps to the header.
Cookies Tab
Use the Cookies tab of the Set Http Contact Info customizer window, shown in Figure 125, to map each cookie to a local variable from which to obtain the cookie value when the step executes.
A cookie is information maintained by the browser that is sent by the HTTP server in response to an HTTP request. For more information about cookies, see the "Cookies Tab" section.
Figure 125 Set Http Contact Info Customizer Window: Cookies Tab
Table 58 describes the field of the Cookies tab.
Table 58 Set Http Contact Info Customizer Window Fields: Cookies Tab
Cookie
Name or names of the cookies mapped to variables.
Media Steps
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:
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Figure 53 shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 126 Media Palette Steps
Note
Explicit Confirmation
Use the Explicit Confirmation step to confirm an explicit response to a prompt. The Explicit Confirmation step accepts 1 for yes and 2 for no.
The customizer window of the Explicit Confirmation step contains three tabs:
General Tab
Use the General tab of the Explicit Confirmation customizer window, as shown in Figure 127, to select the contact on which to perform the confirmation and to set the Interruptible option.
Figure 127 Explicit Confirmation General Tab
Table 59 describes the fields of the General tab.
Prompts Tab
Use the Prompts tab of the Explicit Confirmation customizer window, as shown in Figure 128, to specify initial, error, and timeout prompts and to set Barge In and Continue On Prompt Errors options.
Figure 128 Explicit Confirmation Customizer Window: Prompts Tab
Table 60 describes the fields of the Prompts tab.
Input Tab
Use the Input tab of the Explicit Confirmation customizer window, as shown in Figure 129, to set timeout duration, maximum number of retries, and Flush Input Buffer options.
Figure 129 Explicit Confirmation Customizer Window: Input Tab
Table 61 describes the fields of the Input tab.
Extended Get Digit String Step
Use the Extended Get Digit String step to capture DTMF entries in a script. This step waits for input until the timeout is reached or the caller does one of the following:
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The Extended Get Digit String step acts exactly like the existing Get Digit String step except:
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The terminating key and the cancel key fields in the step customizer support Character objects and String objects. When strings are passed as the terminating or cancel keys, only the first character of the string is used. The special string none can specify that either no terminating key or no cancel key is required.
The Extended Get Digit String step has the following output branches:
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When the step returns an error (Timeout or Unsuccessful), all collected digits are returned and stored in the specified input variable.
The customizer window of the Extended Get Digit String step contains four tabs:
General Tab
Use the General tab of the Extendedly Digit String step, as shown in Figure 134, to choose the contact, specify the variable that stores the digit string, and specify whether the step is interruptible by external events.
Figure 130 Extended Get Digit String Customizer Window: General Tab
Table 62 describes the fields of the General tab.
Prompt Tab
Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 135, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.
Figure 131 Extended Get Digit String Customizer Window: Prompt Tab
Table 63 describes the field of the Prompt tab.
Input Tab
Use the Input tab of the Extended Get Digit String customizer window, as shown in Figure 136, to set conditions for receiving caller input.
Figure 132 Extended Get Digit String Customizer Window: Input Tab
Table 64 describes the field of the Filter tab.
DTMF Control Tab
Use the DTMF Control tab of the Extended Get Digit String customizer window, as shown in Figure 133, to set the Terminating Key, Cancel Key, and Input Filter.
Figure 133 Extended Get Digit String Customizer Window: DTMF Control Tab
Table 65 describes the field of the DTMF Control tab.
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:
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Note
The Get Digit String step provides three output branches:
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Note
The customizer window of the Get Digit String step contains four tabs:
General Tab
Use the General tab of the Get Digit String step, as shown in Figure 134, 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 134 Get Digit String Customizer Window: General Tab
Table 66 describes the fields of the General tab.
Prompt Tab
Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 135, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.
Figure 135 Get Digit String Customizer Window: Prompt Tab
Table 67 describes the fields of the Prompt tab.
Input Tab
Use the Input tab of the Get Digit String customizer window, as shown in Figure 136, to set conditions for receiving caller input.
Figure 136 Get Digit String Customizer Window: Input Tab
Table 68 describes the fields of the Input tab.
Filter Tab
Use the Filter tab of the Get Digit String customizer window, as shown in Figure 137, to specify digits that can be accepted from the caller.
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.
Figure 137 Get Digit String Customizer Window: Filter Tab
Table 69 describes the field of the Filter tab.
Implicit Confirmation
Use the Implicit Confirmation step to confirm an action without asking 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 must be used.
Note
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 138 shows the customizer window for the Implicit Confirmation step.
Figure 138 Implicit Confirmation Customizer Window
Table 70 describes the fields of the Implicit Confirmation customizer window.
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
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:
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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 Tab
Use the General tab of the Menu customizer window, shown in Figure 139, 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, and you can associate only one output branch label with a given input.
Figure 139 Menu Customizer Window: General Tab
Table 71 describes the fields of the General tab.
The Add New Output Option Name dialog box is shown in Figure 140.
Figure 140 Add New Output Option Name Dialog Box
Prompt Tab
Use the Prompt tab of the Menu customizer window, as shown in Figure 141, to choose the prompt to be played back and to set the Barge In and Continue on Prompt Errors options.
Figure 141 Menu Customizer Window: Prompt Tab
Table 72 describes the fields of the Prompt tab.
Input Tab
Use the Input tab of the Menu customizer window, as shown in Figure 142, to set the timeout setting, maximum number of retries, and Flush Input Buffer options.
Figure 142 Menu Customizer Window: Input Tab
Table 73 describes the fields of the Input tab.
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
The Name To User step receives DTMF input from a caller, using the following numeric keypad mapping:
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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 produces the following output branches:
Note
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Note
The customizer window of the Name To User step contains three tabs:
General Tab
Use the General tab, as shown in Figure 143, to specify the Result User variable and to set other properties for the Name To User step.
Figure 143 Name To User Customizer Window: General Tab
Table 74 describes the fields of the General tab.
Follow these steps to configure the General fields of the Name To User step:
Prompt Tab
Use the Prompt tab, as shown in Figure 144, 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 144 Name To User Customizer Window: Prompt Tab
Table 75 describes the fields of the Prompt tab.
Input Tab
Use the Input tab, as shown in Figure 145, to configure various input properties for the Name To User step.
Figure 145 Name To User Customizer Window: Input Tab
Table 76 describes the fields of the Input tab.
Dialog Tab
Use the Dialog tab, as shown in Figure 146, to configure various input properties for the Name To User step.
Figure 146 Name To User Customizer Window: Dialog Tab
Table 76 describes the fields of the Dialog tab.
Play Prompt
Use the Play Prompt step to play back specified prompts to the caller.
Note
The customizer window of the Play Prompt step contains three tabs:
General Tab
Use the General tab, as shown in Figure 147, to identify the contact and to set the Interruptible option.
Figure 147 Play Prompt Customizer Window: General Tab
Table 78 describes the fields of the General tab.
Prompt Tab
Use the Prompt tab of the Play Prompt customizer window, as shown in Figure 148, to specify the prompt to be played back, and to set the Barge In and Continue on Prompt Errors options.
Figure 148 Play Prompt Customizer Window: Prompt Tab
Table 79 describes the fields of the Prompt tab.
Input Tab
Use the Input tab of the Play Prompt step, as shown in Figure 149, to specify whether or not to erase previously entered input before capturing caller input.
Figure 149 Play Prompt Customizer Window: Input Tab
Table 80 describes the field of the Input tab
Extended Play Prompt
Use the Extended Play Prompt step to play prompts back to the caller. Use this step instead of the Play Prompt step, to include conditional testing using the Expression Editor.
The Extended Play Prompt Step does not have any output branches.
The customizer window of the Extended Play Prompt step contains three tabs:
General Tab
Use the General tab of the Extended Play Prompt customizer window, as shown in Figure 150, to select the contact on which to perform the confirmation and to set the Interruptible option.
Figure 150 Extended Play Prompt Customizer Window: General Tab
Table 81 describes the field of the General tab.
Prompt Tab
Use the Prompt tab of the Extended Play Prompt customizer window, as shown in Figure 151, to set the Prompt Input, and to set the Barge in and Continue On Prompt Error conditions.
Figure 151 Extended Play Prompt Customizer Window: Prompt Tab
Table 82 describes the field of the Prompt tab.
Input Tab
Use the Input tab of the Extended Play Prompt customizer window, as shown in Figure 152, to set the Flush Input Buffer condition.
Figure 152 Extended Play Prompt Customizer Window: Input Tab
Table 83 describes the field of the Prompt tab.
Send Digit String (IVR Only)
Use the Send Digit String step to out pulse or send back a specified set of DTMF digits to the caller.
The DTMF digits are sent out-of-band and out pulsed inband by the gateways.
Note
Figure 153 shows the Send Digit String customizer window.
Figure 153 Send Digit String Customizer Window
The Table 84 describes the fields of the Send Digit String customizer window.
Dial-by-Extension Menu
Use the Dial-by-Extension Menu stepto associate the digits entered by the caller with an output branch label.
Use the General tab of the Dial-by-Extension Menu customizer window, as shown in Figure 154, 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, and you can associate only one output branch label with a given input.
The Dial-by-Extension 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.
The customizer window of the Dial-by-Extension Menu step contains four tabs:
General Tab
By default, the Dial-by-Extension Menu step has the following output branches:
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You can add more output branches in the General tab of the Dial-by-Extension Menu customizer window.
The Dial-by-Extension 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 Dial-by-Extension Menu step follows either the Timeout, Unsuccessful, or Digits Collected connection, depending on the reason for the latest failure.
Figure 154 Dial by Extension Menu Customizer Window: General Tab
Table 85 describes the field of the General tab.
The Add New Output Option Name window is shown in Figure 155.
Figure 155 Add New Output Option Name Window
Prompt Tab
Use the Prompt tab of the Dial-by-Extension Menu customizer window, as shown in Figure 156, to set the Prompt Input, and to set the Barge in and Continue On Prompt Error conditions.
Figure 156 Dial-by-Extension Menu Customizer Window: Prompt Tab
Table 86 describes the field of the Prompt tab.
Input Tab
Use the Input tab of the Dial-by-Extension Menu customizer window, as shown in Figure 157, to set the timeout setting, maximum number of retries, and Flush Input Buffer options.
Figure 157 Dial-by-Extension Menu Customizer Window: Input Tab
Table 87 describes the field of the Prompt tab.
Dial-by-Extension Tab
Use the Prompt tabof the Dial-by-Extension Menu customizer window, as shown in Figure 158, to set the dial-by-extension options.
Figure 158 Dial-by-Extension Menu Customizer Window: Dial by Extension Input Tab
Table 88 lists and describes the field of the Dial-by-Extension tab.
Voice Browser (IVR Only)
Use the Voice Browser step to invoke a VoiceXML application.
The Voice Browser step supports DTMF signaling only. A sample script (webapp.aef) is available on Cisco.com at the "Download Software" site for Cisco Unity Express.
The customizer window of the Voice Browser step contains three tabs:
General Tab
Use the General tab, as shown in Figure 159, to identify the contact and to choose a variable that points the browser toward a specific URL.
Figure 159 Voice Browser Customizer Window: General Tab
Table 89 describes the fields of the General tab.
Request Parameters Tab
Use the Request Parameters tab, as shown in Figure 160, to define parameters that are to be passed with an HTTP request to retrieve the desired VoiceXML content.
Figure 160 Voice Browser Customizer Window: Request Parameters
Table 90 describes the fields of the Request Parameters tab.
Return Parameters Tab
Use the Return Parameter tab, as shown in Figure 161, to return parameter information back to the .aef script file from the VoiceXML application.
Figure 161 Voice Browser Customizer Window: Return Parameters Tab
Table 91 describes the fields of the Return Parameter tab.
Prompt Steps
The steps in the Prompt palette of the Cisco Unity Express Script Editor provide script designers with a way to create intelligent prompts.
The Prompt palette contains the following steps:
Figure 162 shows the steps in the Prompt palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 162 Prompt Palette Steps
Create Conditional Prompt
Use the Create Conditional Prompt step to create a prompt based on the result of evaluating a specified Boolean expression.
The prompts passed are evaluated immediately as prompt objects, and they are not resolved until the time of playback. This means that if the values of any variables entered as part of the expression change between the time this prompt was created and the time the prompt is played back, then the new value of the variable is used to evaluate the conditional expression.
Figure 163 shows the customizer window for the Create Conditional Prompt step.
Figure 163 Create Conditional Prompt Customizer Window
Table 92 describes the fields of the Create Conditional Prompt customizer window.
Create Container Prompt
Use the Create Container Prompt step to combine multiple prompts into one larger prompt. You can create three types of container prompts:
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For example, for a prompt of "Your checking account balance is one hundred and sixty-eight dollars," you can create a concatenated prompt that (1) begins with a user prompt "Your"; (2) continues with a conditional prompt that specifies a condition such as <accountType == "check">, and plays "checking account" if the condition is True or "savings account" if the condition is False; and (3) ends with the balance amount.
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For example, for a prompt that provides the caller with more information as needed, you can create an escalating prompt that, when passed to a media step such as the Get Digit String step, begins by playing the first concise prompt inside the escalating prompt, such as "What is your account number"?
If the step fails to collect the account number because of the caller's failure to provide it, a second prompt plays, such as "Please provide your account number by entering the account number using your touch tone phone followed by the pound key."
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Figure 164 shows the customizer window for the Create Container Prompt step.
Figure 164 Create Container Prompt Customizer Window
Table 93 describes the properties of the Create Container Prompt customizer window.
The Add Prompt dialog box is shown in Figure 165 and the Random Prompt window is shown in Figure 166.
Figure 165 Add Prompt Dialog Box
Figure 166 Create Container Prompt Customizer Window: Random Prompt
The Add Prompt dialog box is shown in Figure 167.
Figure 167 Add Prompt Dialog Box
Create Generated Prompt
Use the Create Generated Prompt step to create prompt phrases from intermediate variables whose values are dynamically determined based on run-time script information.
For example, you can create the prompt phrase of "account balance is one hundred and sixty-eight dollars" by querying the database of account balances at a particular point in the script and using a currency generator to generate the number.
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Figure 168 shows the customizer window for the Create Generated Prompt step.
Figure 168 Create Generated Prompt Customizer Window
Table 94 describes the fields of the Create Generated Prompt customizer window.
The Define Character dialog box is shown in Figure 169.
Figure 169 Define Character Dialog Box
Generator Types
The Create Generated Prompt step supports the following generator types:
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Number Generator
The Number generator type supports the following constructors:
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The three parameters are:
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Character Generator
The Character generator type supports the following constructors:
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The two parameters are:
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Spelling Generator
The Spelling generator type supports the following constructors:
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The three parameters are:
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Date Generator
The Date generator type supports the following constructors:
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The five parameters are:
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Time Generator
The Time generator type supports the following constructors:
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The three parameters are:
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Ordinal Generator
The Ordinal generator type supports the following constructors:
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The two parameters are:
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Currency Generator
The Currency generator type supports the following constructors:
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The six parameters are:
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Country Generator
The Country generator type supports only one constructor: (Language language).
Language Generator
The Language generator type supports the language constructor. The parameter "language" is a Language object from which to get the language to be played back. (For example, en_US is played back as "United States English.")
Telephone Number Generator
The Telephone Number generator type supports only one constructor: (String number). The parameter "number" is a String object specifying the telephone number to be played out as a sequence of digits.
The character is replaced with 250 ms of silence if the string contains any of the following characters: " - ( ) . Otherwise, the string is automatically formatted.
Automatic formatting of the string inserts 250 ms of silence between sections of digits. These sections follow rule: "XXX-XXX-XXX-XXXX" unless there are exactly five digits in the string, in which case the string is considered to be a single section of five digits.
Dual-Tone Multifrequency (DMTF) digits include the following digits on a standard touchtone telephone keypad: ABCD0123456789#*. In DMTF, when you touch a button on the touchtone keypad, it creates a combination of two tones (one high-frequency and one low-frequency).
An "x" character is played back as "Extension." DTMF digits ("ABCD0123456789#*") are played back normally.
A string of the form "*xx" where x is a DTMF digit ("0123456789") is played back as "star xx" (for example,"*53" is played back as "star fifty-three").
Credit Card Number Generator
The Credit Card Number generator type supports only one constructor: (String number). The parameter "number" is a String object specifying the credit card number to be played out as a sequence of digits.
If the specified credit card number includes "-", then it is played as is, replacing the "-" character with 250 ms of silence; otherwise the number is automatically separated into sections of four digits and played back with 250 ms of silence inserted between sections.
Credit Card Expiration Date Generator
The Credit Card Expiration Date generator type supports the following constructors:
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The parameters are identical to the following Generated Date constructors:
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Fullname Generator
The Fullname generator type supports the following constructors:
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Session Steps
The steps in the Session palette provide designers with a way to store custom variables in workflow scripts.
The custom variables can be assigned at run time during script execution and are stored in the historical reporting database on call completion.
The Session palette contains one step:
Figure 170 shows the step in the Session palette.
Figure 170 Set Session Steps
Set Session Info
The Set Session Info step supports the storage of custom data for use in the Call Contact Detail Record (CCDR) report.
The Set Session Info step contains the following two tabs:
General Tab
Use the General tab of the Set Session Info step, as shown in Figure 171, to specify the session variable for which you want to add or modify context information.
To configure session information, use the General tab to choose the variable from the Session drop-down menu and click Apply and complete the Context tab as shown in Figure 172.
Figure 171 Set Session Info Customizer Window General Tab
Table 95 describes the field of the General tab.
Table 95 Set Session Info Customizer Windows Field: General Tab
Session
The session for which you want to add or modify context information
Context Tab
Use the Context tab of the Set Session Info step to add or modify the value of attribute variables.
Some session context properties are included as part of the Call Contact Detail Record stored in the historical database for the call associated with this session. The attribute names for these properties are _ccdrVar1 to _ccdrVar10.
For example, the Set Session Info step could be used to assign the desired value(s) to one or more of the context variables named _ccdrVar1, _ccdrVar2, _ccdrVar3, _ccdrVar4, _ccdrVar5, _ccdrVar6, _ccdrVar7, _ccdrVar8, _ccdrVar9, and _ccdrVar10.
With the exception of the _ccdrVar10 field, each of the _ccdrVar fields can contain an alphanumeric value of up to 40 characters in length. The _ccdrVar10 field can contain an alphanumeric value of up to 256 characters in length.
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Figure 172 shows the customizer window for the Context tab.
Figure 172 Set Session Info Customizer Window: Context Tab
Table 96 describes the field of the Context tab.
User Steps
The steps in the User palette provide designers with a way to retrieve user attributes.
The User palette contains the following steps:
Figure 173 shows the steps in the User Steps palette.
Figure 173 User Palette Steps
Get User Info
Use the Get User Info step, as shown in Figure 174, to make user attributes available to the script.
Figure 174 Get User Info Customizer Window
Table 97 describes the fields of the Get User Info customizer window.
Table 98 describes the attributes that can be retrieved by using the Get User Info step.
The Get User dialog box is shown in Figure 175.
Figure 175 Get User Dialog Box
Extension To User
Use the Extension To User step as shown in Figure 176 to find a user based on the extension entered by the caller. The Extension To User step compares the extension entered by the caller with the extensions stored in a directory. If the system finds a match, it returns the user with the matched extension. This information can be used in the Get User Info step to get more information about the user. The Extension To User step can be used in a script to prevent transfers to external numbers.
The Extension To User step automatically adds two output branches:
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Figure 176 Extension To User Customizer Window
Table 99 describes the fields of the Extension To User window.
VoiceMail Step
The step in the VoiceMail palette provides designers with a way to configure voice-mail attributes.
The VoiceMail palette contains the Send Voice Message step.
Figure 177 shows the steps in the VoiceMail Steps palette.
Figure 177 VoiceMail Palette Steps
General Tab
Use the General tab of the VoiceMail step, as shown in Figure 178, to specify the Sender ID, Recipient ID, and Prompt variables for which you want to add or modify context information.
To configure the Send Voice Message information, use the General tab to choose the variable from the drop-down menu and click Apply.
Figure 178 Send Voice Message Customizer Window
