Media Server Configuration

Configure Media Server

Procedure

Step 1	From the Unified CVP Operations Console, select Device Management > Media Server.
Step 2	Click Add New to add a new Media Server or click Use As Template to use an existing template to configure the new Media Server.
Step 3	Click the following tabs and configure the settings based on your call flow: General tab. For more information, see General Settings. Device Pool tab. For more information about adding, deleting and editing device pool, see Add or Remove Device From Device Pool.
Step 4	Click Save.

What to do next

All the configured Media Servers appear in the Default Media Server drop-down box. To set the default Media Server, select one of the listed Media Servers from the Default Media Server drop-down box, and click Set.

Media Server Settings

General Settings

Table 1. Media Server—General Tab Settings
Field	Description	Default	Value	Restart Required
IP Address	The IP address of Media Server	None	Valid IP address.	No
Hostname	The name of the Media Server	None	Follow naming conventions for hostnames.	No
Description	The description of the Media Server	None	Up to 1,024 characters.	No
FTP Enabled	Indicates whether a Media Server has FTP enabled. A Media Server, which has FTP enabled, is automatically populated as a session variable to the VXML Server. The default agent greeting recording application automatically uses the Media Servers defined in the Operations Console that have FTP enabled for the agent greeting recording. If Microsoft FTP Service is not enabled in Windows Services Control Panel, then set it to Automatic and start the service. SFTP is also supported with Media Servers.	Disabled	Select the check box to enable this feature.	No Use Test Sign-in button to verify the FTP credentials.
Anonymous Access	Indicates that this Media Server uses anonymous FTP access. In this case, the username is specified by default as anonymous. The password field is not specified for anonymous access. The user can specify the port number or select the default port number (21).	Disabled	Select the check box to enable this feature. You must enable FTP to enable Anonymous Access.	No Use Test Sign-in button to verify the FTP credentials.
Username and Password	These fields apply if FTP is enabled and Anonymous Access is disabled. In this case, enter the username and password.	None	A valid username and password.	No Use Test Sign-in button to verify the FTP credentials.
Port	Enter a new port number or use the default port number (21). For SFTP, use port 22 or any other custom port that you may have configured.	21	Valid ports are 1 to 65,535.	No Use Test Sign-in button to verify the FTP credentials.

Media Server Association with Call Server and VXML Server

Note

Unified CVP Call Server, Media Server, and Unified CVP VXML Server are co-resident on the same server.

If your Unified CVP Call Server, Media Server, and UnifiedCVP VXMLServer reside on the same hardware server and you have multiple co-resident servers, UnifiedCVP does not automatically use the same physical server for call control, VXML, and media file services. If the components are co-resident, no component is forced to use the other co-resident components, and Unified CVP might possibly use the components located on another server.

By default, the components are load balanced across all of the physical servers and do not attempt to use the same server for all of the services. During thousands of calls, all of the components on all of the servers are load balanced and equally utilized, but one specific call could be using several different physical servers. For example, for one particular call you can be using SIP call control on one server, VoiceXML on another server, and the media files on another server.

You can simplify management and troubleshooting by configuring Unified CVP to use the same physical server for all of these functions on a per-call basis. If there is only one server in the system, then simplification is not a concern. The instructions in the following procedures show you how to configure UnifiedCVP so that it uses components on the same physical server instead of load balancing and using a random server for each component.

Note

For routing client name, follow RFC 952 guidelines.

Choose Coresident Unified CVP VXML Server in ICM Script Editor

Procedure

Step 1

Set up the media_server ECC variable that specifies your UnifiedCVP VXMLServer in the ICM script by using use the Formula Editor to set the media_server ECC variable to concatenate("http://",Call.RoutingClient,":7000/CVP").

Call.RoutingClient is the built-in call variable that ICM sets automatically for you. The routing client name in ICM is usually not the same as the UnifiedCVP Server's hostname.

Step 2

Apply the routing client name as a hostname in the VXML gateway. Do not use noncompliant characters such as an underscore as part of the hostname because the router cannot translate the hostname to an IP address if it contains noncomplaint characters. Use the ip hostname strict command in the router to prevent the use of invalid characters in the hostname. This action ensures that the hostname is acceptable to UnifiedCVP.

Step 3

Configure the routing client hostname for every UnifiedCVP Server Routing Client.

Choose Coresident Media Server in Call Studio

Procedure

Step 1

In the ICM script, set one of the ToExtVXML[] array variables with the call.routingclient data, such as ServerName=call.routingclient. This variable is passed to the UnifiedCVP VXMLServer, and the variable is stored in the session data with the variable name ServerName.

Step 2

In Cisco Unified Call Studio, use a substitution to populate the Default Audio Path. Add the Application_Modifier element found in the Context folder, and specify the Default Audio Path in the Settings tab in the following format: http://{Data.Session.ServerName}

Choose Coresident VXML Server Using Micro-Apps

If you are using Micro-Apps in conjunction with the UnifiedCVP VXMLServer, pay careful attention to the media_server ECC variable in the ICM script because the same variable is used to specify both the Unified CVP VXML Server and the media server, but the contents of the variable use a different format depending on which server you want to specify. Use the media_server ECC variable as indicated in this procedure whenever you want to use a Micro-App for prompting. If you subsequently want to use the Unified CVP VXML Server, rewrite this variable by following the previous procedure.

Procedure

Step 1

Set up the media_server ECC variable that specifies your Media server in the ICM script by using the Formula Editor to set the media_server ECC variable to concatenate("http://",Call.RoutingClient)

Call.RoutingClient is the built-in call variable that ICM sets automatically for you. The routing client name in ICM usually is not the same as the UnifiedCVP Server hostname.

Step 2

Use the name of the routing client as a hostname in the VoiceXML Gateway.

Do not use noncompliant characters such as an underscore as part of the hostname because the router cannot translate the hostname to an IP address if it contains any noncomplaint characters. Use the ip hostname strict command in the router to prevent the use of invalid characters in the hostname and to ensure that the hostname is acceptable to UnifiedCVP.

Step 3

Configure the routing client hostname for every UnifiedCVP Server Routing Client.

Microsoft Windows IIS Cache Expiration

Procedure

To allow new media files to replace their predecessor in a reasonable amount of time while minimizing requests for data to the media server from the VXML Gateway or Virtual Voice Browser, configure a cache expiration value in IIS Manager. The ideal value will require testing as it depends on how frequently media files are changed.

To configure a cache expiration value in IIS Manager:

Find the site you are using, go to the folder where the media files are being stored, and then click HTTP Response Headers.
Click Set Common Headers on the Actions panel.
Select Expire Web Content and set the desired value.

Media File Names and Types

A media file name is specified through Unified ICME Network VRU Script Configuration and used in the Run VRU Script request for the Play Media, Play Data, Get Digits, Menu, and Get Speech (in non-TTS applications) micro-applications. The media file naming convention allows alpha-numeric characters with the underbar character as a separator. (Spaces or hyphens are not allowed.) This naming convention provides a mechanism for an "understandable" naming convention as opposed to numeric media file names typically used by stand-alone VRUs.

Caution

The Unified Customer Voice Portal includes a library of media files/prompts for individual digits, months (referenced internally by Unified Customer Voice Portal software for a Play Data script type request), default error messages, and so on. Creation of a full set of media/prompts for each locale referenced by the Unified CVP customer is the responsibility of the customer’s Media Administrator.

The media file types Unified CVP supports are µ-Law 8-bit .wav files and A-law 8-bit .wav files. Media files specified with an extension are used "as is," for example, hello.xxx. (The default file extension is .wav.)

Caution

Any unexpected (and unsupported) type of media file encountered generates the logging of an error and a result code of False is returned to Unified ICME along with the ECC user.microapp.error_code set appropriately. From the caller’s perspective, nothing was played, however it is the Script Editor developer’s responsibility to write the script to handle this error condition.

Location of Media Files

The following figure displays the location of the media files if you choose to install System Media Files during Unified CVP installation.

Media File Address

The address for media files that reside on the Media Server(s) is generated by the Unified CVP. Unified ICME provides information about the file location or base URL address in the Unified ICME/IVR messages it passes when the Run VRU Script node is executed. The Unified ICME/IVR messages include ECC variables for: locale, media server set address, as well as optional system and application library name overrides. (For details about the Unified ICME/IVR messages passed to Unified CVP, see Feature Guide - Writing Scripts for Unified Customer Voice Portal.

The table below summarizes the data that combines to form the address of the media file:

Parameter

Location of Data

Description

Examples

Media Server Set

ECC variable: user.microapp.media

_server

File location or base URL for the Media Server.

When the Media Server URL is the DNS name and the DNS Server is configured to return multiple IP addresses for a host name, the Unified CVP attempts to get the media files from each Media Server IP address in sequence with the priority given to those on the subnet.

Note

Unified CVP supports playing prompts from flash on the GW. To play these prompts, set the media_server to "flash:" instead of the hostname or IP address of the media server.

When using the Media Server set for external grammars or external VXML, if the Media Server URL is the DNS name with multiple IP addresses for the hostname, it is the ASR Engine’s responsibility to decide which machine to retrieve the grammar file from.

Note

Tomcat version (9.0.8) packaged with CVP does not support underscore "_" in the hostname. Therefore, it is recommended to set user.microapp.media_server to a hostname that does not use "_".

Base URL example: http://www.machine1.com

/dir1/ dirs/cust1

Note

By convention, the service provider may include their customer names at the end of the Media Server set.

Locale

ECC variable: user.microapp.locale

Default: en-us

This field is a combination of language and country with a default of en-us for English spoken in the United States.

en-us

Note

The Unified CVP supports the following locales: en-us (English, United States) and en-gb (English, United Kingdom), es-es (Spanish, Spain), and es-mx (Spanish, Mexico). The locale defines the grammar of a Play Data script type. If a date is to be played with a locale of en-gb (English, United Kingdom), the date would be played in the order of day, month, then year; for en-us, it is month, day, year.

Media Library Type

The Media Library Type value passed from the VRU Script Name field. Valid options are:

A - Application prompt library.

S - System prompt library.

V - External VXML.

Default: A

The media library (directory) for the prompt is either the application prompt library defined by ECC variable user.microapp.app_media_lib (default "app") or the system prompt library defined by ECC variable user.microapp.sys_media_lib (default "sys").

Note

When the Media Library Type is V (external VXML), the VXML file will reside in the Application Prompt Library.

Note

When the Media Library Type is A (Application prompt library), you must create the directory specified by this variable. For example, if you use the default "app" directory, you must create an app directory in ./wwwroot/en-us

A (user.microapp.app_media_ lib= app_banking)

Media File Name

The Media File Name value passed from the VRU Script Name field. Valid options are the name of the .wav file to be played, or external VXML file name, or <blank>, which translates to playing no media. This file name is ignored if TTS is being used (that is, if the user.microapp.inline_tts ECC variable contains a value.)

Default: none

Name of media file or external VXML file to be played.

Main_menu

Note

There are four possible reasons for using <blank> as the Media File Name: (1) For Get Digits, a prompt may not be necessary, (2) the customer may want to have a "placeholder" in the script for playing a prompt which may or may not be there (for example, an emergency conditions message), (3) change the value of barge-in to indicate a buffer flush, and (4) TTS is being used and this field is ignored.

Media File Name Type

If not given as part of the Media File Name, the type is .wav

Type of media file to be played.

.wav

Based on the examples shown in the table above, a valid address for the Media File might be:

http://www.machine1.com/dir1/dirs/cust1/en-us/app_banking/main_menu.wav

Locale Backward Compatibility

The locale string values are compatible with current industry naming schemes:

en_US has changed to en-us, which means that "en underscore US" (upper case) has changed to "en hyphen us" (lower case).
en_GB has changed to en-gb, which means that "en underscore GB" (upper case) has changed to "en hyphen gb" (lower case).

Existing scripts from previous versions of Unified CVP will continue to work with the current version of Unified CVP:

en_US and en-us both map to U.S. English in the Application Server for use by the Application Server’s internal grammar
en_GB and en-gb both map to U.K. English in the Application Server for use by the Application Server’s internal grammar.
The base URL for media prompts uses the locale that is specified, without making modifications. For example, if the locale is set to EN_US, the base URL contains EN_US. If the locale is set to XX, the base URL contains XX.

To use the Unified CVP Version 1.1 default locale directory (for example, en_US), you must explicitly set it. When you upgrade to the current version of Unified CVP, only the new files are installed under the Unified CVP default locale directory, en-us. You want to have all your system prompts under one directory and all your application prompts and, optionally, external VXML in another directory. Use the user.microapp.locale ECC variable to set the locale directory to use, such as en_US.

Note

Do not set the user.microapp.locale ECC variable if you used the default en-us. Also, remember that all locale values are case-sensitive.

System Media Files

The following tables describe the English System Media Files installed by Unified CVP. These system media files are intended as samples only. It is the Customer/Media Administrator’s responsibility to record all the system prompts for all the locales.

The table that follows lists the System Media File information for cardinal numbers.

Table 3. System Media Files, Cardinal Numbers
Symbol (where applicable)	Decimal Value	Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
		point	point	Number
		minus	minus	Number
0	48	0	zero	All except DOW
1	49	1	one (masculine version), uno (es-mx and es-es)	All except DOW
2	50	2	two	All except DOW
3	51	3	three	All except DOW
4	52	4	four	All except DOW
5	53	5	five	All except DOW
6	54	6	six	All except DOW
7	55	7	seven	All except DOW
8	56	8	eight	All except DOW
9	57	9	nine	All except DOW
		10	ten	Same for the rest of all the numbers
		11	eleven
		12	twelve
		13	thirteen
		14	fourteen
		15	fifteen
		16	sixteen
		17	seventeen
		18	eighteen
		19	nineteen
		20	twenty
		21	twenty-one
		22	twenty-two
		23	twenty-three
		24	twenty-four
		25	twenty-five
		26	twenty-six
		27	twenty-seven
		28	twenty-eight
		29	twenty-nine
		30	thirty
		31	thirty-one
		32	thirty-two
		33	thirty-three
		34	thirty-four
		35	thirty-five
		36	thirty-six
		37	thirty-seven
		38	thirty-eight
		39	thirty-nine
		40	forty
		41	forty-one
		42	forty-two
		43	forty-three
		44	forty-four
		45	forty-five
		46	forty-six
		47	forty-seven
		48	forty-eight
		49	forty-nine
		50	fifty
		51	fifty-one
		52	fifty-two
		53	fifty-three
		54	fifty-four
		55	fifty-five
		56	fifty-six
		57	fifty-seven
		58	fifty-eight
		59	fifty-nine
		60	sixty
		61	sixty-one
		62	sixty-two
		63	sixty-three
		64	sixty-four
		65	sixty-five
		66	sixty-six
		67	sixty-seven
		68	sixty-eight
		69	sixty-nine
		70	seventy
		71	seventy-one
		72	seventy-two
		73	seventy-three
		74	seventy-four
		75	seventy-five
		76	seventy-six
		77	seventy-seven
		78	seventy-eight
		79	seventy-nine
		80	eighty
		81	eighty-one
		82	eighty-two
		83	eighty-three
		84	eighty-four
		85	eighty-five
		86	eighty-six
		87	eighty-seven
		88	eighty-eight
		89	eighty-nine
		90	ninety
		91	ninety-one
		92	ninety-two
		93	ninety-three
		94	ninety-four
		95	ninety-five
		96	ninety-six
		97	ninety-seven
		98	ninety-eight
		99	ninety-nine
		oh	oh	24TOD, Date
		hundred	hundred	Number, 24TOD, Date, Currency
		thousand	thousand	Number, Date, Currency
		million	million	Number, Currency
		billion	billion	Number, Date, Currency
		trillion	trillion	Number, Currency

The table that follows lists the System Media File information for ordinal numbers.

Note

If ordinal system prompts are to be used in a script for a purpose other than dates, they should be recorded as application prompts with the true ordinal values.

Table 4. System Media Files, Ordinal Numbers
Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
1ord	first	Date
2ord	second	Date for all ordinal numbers
3ord	third
4ord	fourth
5ord	fifth
6ord	sixth
7ord	seventh
8ord	eighth
9ord	nineth
10ord	tenth
11ord	eleventh
12ord	twelveth
13ord	thirteenth
14ord	fourteenth
15ord	fifteenth
16ord	sixteenth
17ord	seventeenth
18ord	eighteenth
19ord	nineteenth
20ord	twentieth
21ord	twenty-first
22ord	twenty-second
23ord	twenty-third
24ord	twenty-fourth
25ord	twenty-fifth
26ord	twenty-sixth
27ord	twenty-seventh
28ord	twenty-eight
29ord	twenty-nineth
30ord	thirtieth
31ord	thirty-first

The table that follows lists the System Media File information for measurements.

Table 5. System Media Files, Measurements
Symbol (where applicable)	Decimal Value	Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
½	189	one_half	one half	Char
¼	188	one_quarter	one quarter	Char
¾	190	three_quarters	three quarters	Char
A, a	65,97	a	A	Char
B,b	66,98	b	B	Char
C, c	67,99	c	C	Char
D, d	68,100	d	D	Char
E, e	69,101	e	E	Char
F, f	70,102	f	F	Char
G, g	71,103	g	G	Char
H, h	72,104	h	H	Char
I, I	73,105	I	I	Char
J, j	74,106	j	J	Char
K, k	75,107	k	K	Char
L, l	76,108	l	L	Char
M, m	77,109	m	M	Char
N, n	78,110	n	N	Char
O, o	79,111	o	O	Char
P, p	80,112	p	P	Char
Q, q	81,113	q	Q	Char
R, r	82,114	r	R	Char
S, s	83,115	s	S	Char
T, t	84,116	t	T	Char
U, u	85,117	u	U	Char
V, v	86,118	v	V	Char
W, w	87,119	w	W	Char
X, x	88,120	x	X	Char
Y, y	89,121	y	Y	Char
Z, z	90,122	z	Z	Char
Œ, œ	140,156	oe_140_156	Ligature OE	Char
À,à	192,224	a_192_224	A grave	Char
Á,á	193,225	a_193_225	A acute	Char
Â,â	194,226	a_194_226	A circumflex	Char
Ã,ã	195,227	a_195_227	A tilde	Char
Ä,ä	196,228	a_196_228	A umlaut	Char
Å,å	197,229	a_197_229	A with ring above	Char
Æ,æ	198,230	ae_198_230	Ligature AE	Char
È,è	200,232	e_200_232	E grave	Char
É,é	201,233	e_201_233	E acute	Char
Ê,ê	202,234	e_202_234	E circumflex	Char
Ë,ë	203,235	e_203_235	E umlaut
Ì,ì	204,236	i_204_236	I grave	Char
Í, í	205,237	i_205	I acute	Char
Î,î	206,238	i_206	I circumflex	Char
Ï,ï	207,239	i_207	I umlaut	Char
Ð	208	char_208	character 208	Char
ð	240	char_240	character 240
Ò,ò	210,242	o_210_242	O grave	Char
Ó,ó	211,243	o_211_243	O acute	Char
Ô,ô	212,244	o_212_244	O circumflex	Char
Õ,õ	213,245	o_213_245	O tilde	Char
Ö,ö	214,246	o_214_246	O umlaut	Char
x	215	multiply	multiplication sign	Char
Ø,ø	216,248	o_216_248	oh stroke	Char
Ù,ù	217,249	u_217_249	U grave	Char
Ú,ú	218,250	u_218_250	U acute	Char
Û,û	219,251	u_219_251	U circumflex	Char
Ü,ü	220,252	u_220_252	U umlaut	Char
Ý,ý	221,253	y_221_253	Y acute	Char
Þ	222	char_222	character 222	Char
ß	223	ss	double s	Char
÷	247	divide	division sign	Char
þ	254	char_254	character 254	Char
Ÿ,ÿ	159,255	y_159_255	character 159 or 255	Char

The table that follows lists the System Media File information for month values.

Table 6. System Media Files, Months
Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
January	January	Date
February	February	Date
March	March	Date
April	April	Date
May	May	Date
June	June	Date
July	July	Date
August	August	Date
September	September	Date
October	October	Date
November	November	Date
December	December	Date

The table that follows lists the System Media File information for month values.

Table 7. System Media Files, Days
Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
Sunday	Sunday	DOW
Monday	Monday	DOW
Tuesday	Tuesday	DOW
Wednesday	Wednesday	DOW
Thursday	Thursday	DOW
Friday	Friday	DOW
Saturday	Saturday	DOW

The table that follows lists the System Media File information for month values.

Table 8. System Media Files, Time
Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
hour	hour	Etime, 24TOD per locale, TOD per locale
hours	hours	Etime,24TOD per locale,TOD per locale
minute	minute	Etime
minutes	minutes	Etime
second	second	Etime,24TOD
seconds	seconds	Etime,24TOD
on	on	per locale(unused for en-us)
at	at	per locale(unused for en-us)
am	am	TOD
pm	pm	TOD
oclock	oclock	TOD

The table that follows lists the System Media File information for currency values.

Note

The customer’s Media Administrator may want to replace the contents of "currency_minus" (for the negative amount) and "currency_and" (the latter can even be changed to contain silence).

Table 9. System Media Files, Currency

Symbol (where applicable)

Decimal Value

Media File Name

Media File Content

Data Play Back Types / When Media File Is Used

currency_ minus

minus

Currency

currency_and

and

Currency

USD_dollar

dollar

Currency

USD_dollars

dollars

Currency

Note

Unified CVP uses the USD_dollar.wav and USD_dollars.wav media files; the dollar.wav and dollars.wav used by ISN Version 1.0 are no longer installed.

CAD_dollar

dollar

Currency

CAD_dollars

dollars

Currency

HKD_dollar

dollar

Currency

HKD_dollars

dollars

Currency

162

cent

Currency

cents

Currency

euro

Currency

163

GBP_pound

pound

Currency

GBP_pounds

pounds

Currency

penny

Currency

pence

Currency

MXN_peso

peso

Currency

MXN_pesos

pesos

Currency

centavo

Currency

centavos

Currency

The table that follows lists the System Media File information for gaps of silence and miscellaneous phrases.

Table 10. System Media Files, Silence and Miscellaneous Phrases
Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
silence_.1_ sec	(.1 second of silence)	Used for pauses where needed
silence_.25_ sec	(.25 second of silence)	Used for pauses where needed
silence_.5_ sec	(.5 second of silence)	Used for pauses where needed
silence_1_sec	(1 second of silence)	Used for pauses where needed
and	and	Etime,TOD,25TOD

The table that follows lists the System Media File information for ANSI characters.

Table 11. System Media Files, ANSI Characters
Symbol (where applicable)	Decimal Value	Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
	32	space	space	Char
!	33	exclamation_ mark	exclamation mark	Char
"	34	double_ quote	double quote	Char
#	35	pound	pound	Char
%	37	percent	percent	Char
&	38	ampersand	ampersand	Char
'	39	apostrophe	apostrophe	Char
(	40	open_ parenthesis	open parenthesis	Char
)	41	close_ parenthesis	close parenthesis	Char
*	42	asterisk	asterisk	Char
+	43	plus	plus	Char
,	44	comma	comma	Char
-	45	hyphen	hyphen	Char
.	46	period	period	Char
/	47	slash	slash	Char
:	58	colon	colon	Char
;	59	semicolon	semicolon	Char
<	60	less_than	less than	Char
=	61	equal	equal	Char
	62	greater_than	greater than	Char
?	63	question_ mark	question mark	Char
@	64	at_symbol	at	Char
[	91	left_square_bracket	left square bracket	Char
\	92	backslash	backslash	Char
]	93	right_square_bracket	right square bracket	Char
^	94	caret	caret	Char
_	95	underscore	underscore	Char
`	96	single_quote	single quote	Char
{	123	open_brace	open brace	Char
\|	124	pipe	pipe	Char
}	125	close_brace	close brace	Char
~	126	tilde	tilde	Char
’	130	char_130	low single quote	Char
ƒ	131	char_131	F with hook	Char
”	132	low double quote	low double quote	Char
…	133	ellipsis	ellipsis	Char
†	134	char_134	character 134	Char
‡	135	char_135	character 135	Char
ˆ	136	char_136	character 136	Char
‰	137	per_mille	per mile	Char
Š	138	char_138	character 138
<	139	left_pointing _angle	left pointing angle	Char
‘	145	left_single_ quote	left single quote	Char
’	146	right_single_ quote	right single quote	Char
“	147	left_double_ quote	left double quote	Char
”	148	right_double _quote	right double quote	Char
·	149	bullet	bullet	Char
–	150	en_dash	en dash	Char
—	151	em_dash	em dash
˜	152	small_tilde	small tilde	Char
™	153	trade_mark	trade mark	Char
š	154	char_154	character 154	Char
›	155	char_155	character 155	Char
¡	161	exclamation_ mark_ inverted	inverted exclamation mark	Char
¤	164	char_164	character 164	Char
¦	166	broken_pipe	broken pipe	Char
§	167	section	section	Char
¨	168	char_168	character 168	Char
©	169	copyright	copyright	Char
ª	170	char_170	character 170	Char
«	171	left_double_ angle_ quote	left double angle quote	Char
¬	172	not	not	Char
-	173	char_173	character 173	Char
®	174	registered	registered	Char
¯	175	char_175	character 175	Char
°	176	degree	degree	Char
±	177	plus_minus	plus or minus	Char
²	178	superscript_ 2	superscript two	Char
³	179	superscript_ 3	superscript three	Char
´	180	acute_accent	acute accent	Char
µ	181	micro	micro	Char
¶	182	paragraph	paragraph	Char
·	183	middle_dot	middle dot	Char
¸	184	cedilla	cedilla	Char
¹	185	superscript_ 1	superscript one	Char
º	186	char_186	character 186	Char
»	187	right_double _angle_ quote	right double angle quote	Char
¿	191	question_ mark_ inverted	inverted question mark	Char

Miscellaneous Files

The table that follows lists files that are not used by Unified CVP micro-applications; these files are included for use in customer scripts.

Table 12. Miscellaneous Media Files
Symbol (where applicable)	Decimal Value	Media File Name	Media File Content	Data Play Back Types / When Media File Is Used
Error	v	invalid_entry_error	Your entry is invalid.	Error message
	v	no_entry_error	Please make a selection.	Error message
	v	system_error	We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.	Error message
	v	critical_error	We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.	Error message
	v	critical_error_ULaw .	We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better	Error message
	v	critical_error_ALaw	We are currently experiencing technical difficulties with this site. Please try again later when we can service you much better.	Error message
	v	440beep	<single beep tone>	Unused
	v	busy_tone	<single busy tone>	Unused
	v	busy_tone30	<busy tone 1 per second for 30 seconds>	Unused
	v	central	Central	Unused
	v	credit_of	Credit Of	Unused
	v	dash	dash	Unused
	v	daylight	daylight	Unused
	v	dialtone	<4 seconds of dial tone>	Unused
	v	dialtone2fastbusy60	<9 seconds of dialtone> followed by <30 seconds of fast busy tone>	Unused
	v	dot	dot	Unused
	v	eastern	Eastern	Unused
	v	ENTER_PHONE_NUMBER	Please enter the phone number.	Unused
	v	fastbusy	<a single fastbusy tone + silence (total of 1 second)>	Unused
	v	fastbusy60	30 seconds of <fastbusy tone>	Unused
	v	FINISHED	When you have finished, press	Unused
	v	goodbye	Goodbye	Unused
	v	Mountain	Mountain	Unused
	v	negative	negative	Unused
	v	of	of	Unused
	v	pmgr_sys	pmgr_sys	Unused
	v	pacific	Pacific	Unused
	v	positive	positive	Unused
	v	ringback	<ring back tone for 1 second followed by 2 seconds of silence>	Unused
	v	savings	savings	Unused
	v	standard	Standard	Unused
	v	Star	star	Unused
	v	thankyou	Thank you	Unused
	v	the	the	Unused
	v	time	time	Unused
	v	try_again	Please try again	Unused

System Media File Error Messages

Three error messages are included with the System Media files:

Critical error. Message played when system problem exists and the SIP Service cannot process the call. (Example content for en-us: "We are currently experiencing technical difficulties with the site, please try again later and we can serve you much better.")

Note

If you do not want an English spoken critical media, you need to copy the language specific files to the location specified in this section.

Critical error messages are not located on the Media Server:

For SIP Service, the critical_error.wav media file is located in <install path> \OpsConsoleServer\GWDownloads (for example, C:\Cisco\CVP\OpsConsoleServer\GWDownloads).
For non-Unified CVP SIP Service, an error.wav media file is located in <install path>\CVP\audio (for example, C:\Cisco\VXMLServer\Tomcat\webapps\CVP\audio).

Note

You can record "override" prompts to replace the critical media files. However, you must save them with their original hard-coded names and place them in their original locations.

no_entry_error. Message played when the caller does not respond to a menu prompt. (Example content for en-us: "Please make a selection.") The original prompt is then repeated.
invalid_entry_error. Message played when the caller enters an incorrect response to a menu prompt. (Example content for en-us: "Your entry is invalid.") The original prompt is then repeated.

Note

These files are shared by all applications.

If a dialogue needs to be altered for a specific Get Digits, Get Speech or Menu request in the Unified ICME script, override flags can be set in the Network VRU Script Configuration Parameters.

Note

Override flags are available for the Get Digits, Get Speech, and Menu micro-applications, only. See Feature Guide - Writing Scripts for Cisco Unified Customer Voice Portal for details.

You must record the "override" prompts, save them with the hard coded names <prompt name>_no_entry_error.wav and <prompt_name>_invalid_entry_error.wav, and place them with other application-specific media files in the Application Media library.

Note

This override will not work when there is not a specific file name used (for instance, when Unified CVP is using the TTS feature).

Unified CVP Microapplication Configuration

The VoiceXML Gateway sends HTTP requests to an HTTP media server to obtain audio files. It uses the following VoiceXML Gateway configuration parameters to locate a server when not using a load balancer:

   ip host mediaserver <ip-address-of-primary-media-server>
   ip host mediaserver-backup <ip-address-of-secondary-media-server>

The backup server is invoked only if the primary server is not accessible, and this is not a load-balancing method. Each new call attempts to connect to the primary server. If failover occurs, the backup server is used for the duration of the call; the next new call will attempt to connect to the primary server.

Note that the Media Server is not a fixed name, and it needs to match whatever name was assigned to the media_server ECC variable in the ICM script.

Note

This feature is not required for Cisco VVB as DNS is used to resolve the hostname.

Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)

Bias-Free Language

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Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)

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