1. Ensure the server is accessible to CVP, Unified CCE, and your agent desktops.

2. See the Unified CVP Hardware and System Software Functional Specification for information about Media Server hardware requirements and co-resident software compatibilities.

1. Ensure that IIS is properly configured and running on the server. It must be listening on port 80.

2. Ensure the server is accessible to CVP, Unified CCE, and your agent desktops.

3. Perform the following steps:

   1. On the taskbar, click Start, point to Administrative Tools, and then click Server Manager.

   2. In the Server Manager hierarchy pane, expand Roles, and then click Web Server (IIS).

   3. In the Web Server (IIS) pane, scroll to the Role Services section, and then click Add Role Services.

   4. On the Select Role Services page of the Add Role Services wizard, expand FTP Server.

   5. Select FTP Service.

      Note	To support ASP.NET membership or IIS Manager authentication for the FTP service, you need to select FTP Extensibility.

   6. Click Next.

   7. On the Confirm Installation Selections page, click Install.

   8. On the Results page, click Close.

   9. In the sites section, click Add FTP Site. Provide a site name and path to the same location as the http directory c:\inetpub\wwwroot.

   10. Select your desired binding method, specify to start automatically, select No SSL and click Next.

   11. On the Authentication and Authorization section select the type of authentication required. If using basic, note the name and password of the account.

   12. Select the authorization; for anonymous select Anonymous users.

   13. Set the read and write permissions.

       Note	Make note of your FTP connection information -- connection type, user name, password, and port number.

4. Make sure that the FTP and the IIS share the same root directory, because the recording application writes the file to the media server directory structure, and the greeting playback call uses IIS to fetch the file. The en-us/app directory should be under the same root directory for FTP and IIS.

5. Create a dedicated directory on the server to store your greeting files. This lets you specify a lower cache timeout of 5 minutes for your agent greeting files that does not affect other more static files you may be serving from other directories. By default, the Record Greeting application posts the .wav file to the en-us/app directory under your web/ftp root directory. You may create a dedicated directory such as ag_gr under the en-us/app directory, and then indicate this in the Unified CCE script that invokes the recording application. Use the array for the ECC variable call.user.microapp.ToExtVXML to send the ftpPath parameter to the recording application. Make sure the ECC variable length is long enough, or it may get truncated and fail.

6. In IIS Manager, set the cache expiration for the dedicated directory to a value that allows re-recorded greetings to replace their predecessor in a reasonable amount of time, while minimizing requests for data to the media server from the VXML Gateway. The ideal value varies depending on the number of agents you support and how often they re-record their greetings. Two minutes may be a reasonable starting point.

7. Also find the site you are using, go to the agent greeting folder you created (ag_gr), and then select HTTP Response Headers.

8. Select Add, then Set Common Headers.

9. Select Expire Web Contentand set your desired value.

Note

After specifying the cache timeout, it is a good idea to clear the cache on the VXML Gateway. This ensures the gateway requests the latest files from the media server. You need only clear the gateway cache once. Open a command prompt on the CVP VXML Gateway, log into IOS, and enter the following commands: my_server# conf t my_server(config)# clear http client cache my_server(config)# exit my_server(config)# wr

Note

The HTTP client response timeout setting on the gateway must be greater than the time it takes to complete the largest anticipated FTP file transfer. If an FTP file transfer takes longer than the configured duration in seconds for HTTP client response timeout, the FTP transfer completes correctly, but the call drops as soon as the configured timeout duration is met. To change the HTTP client response timeout setting, open a command prompt on the CVP VXML Gateway, log into IOS, and enter the following commands: my_server# conf t my_server(config)# http client response timeout <new value in seconds> my_server(config)# exit my_server(config)# wr By default, the HTTP client response timeout value for CVP is 30 seconds.

Following is an illustration of how Greeting files are recorded and served, followed by a step by step description.

1. An agent initiates a greeting recording session and records a greeting.

2. The VXML Gateway passes the recorded (but unsaved) greeting file to the VXML Server.

3. The agent asks to listen to the greeting before saving it. The file is played from the VXML Server.

4. The agent saves the greeting. The file is named (based on the agent Login Name + AgentGreetingType) and stored on the media server.

5. Requests for the greeting file come in through the VXML Gateway. The VXML Gateway examines its web server cache for the file. If the file is present and not expired, the cached version is served. If the file is not present, or if its timestamp exceeds the cache expiration, the file is retrieved from the media server and cached again.

The Unified CVP Get Speech micro-application used to record Agent Greetings includes the following built-in prompts:

• A prompt that agents can use to play back what they recorded

• A prompt to save the greeting, record it again, or return to the main menu

• A prompt that confirms the save, with an option to hang up or return to the main menu

You can replace these .wav files with files of your own. For more information, see the Unified Customer Voice Portal Call Studio documentation at http:/​/​www.cisco.com/​en/​US/​products/​ps7235/​tsd_​products_​support_​series_​home.html

Unified CCE includes three example record greeting audio prompts. These are installed on each ICM server at <icm_root>\wav. These example files are referenced in the example recording script that are included with ICM. If you plan to deploy the example script, copy the audio prompts to the <web_server_root>en-us\app directory on your media server.

The example routing script files in the icm\bin directory include:

• AG.ICMS—This script sets up an Agent Greeting by setting the greeting type to be used on the call and then queueing the call to a skill group or precision queue. Once an agent is selected from the skill group or precision queue and the call routed to the agent, the PAG.ICMS script is invoked. It requires that you define an AgentGreeting VRU script (described in Define Network VRU Scripts for Agent Greeting) and a skill group.

• PAG.ICMS—This script causes an Agent Greeting to play. It is invoked by the PlayAgentGreeting dialed number that you configured earlier in the configuration process. This number must be associated with a call type that then executes the script. It requires that you define an AgentGreeting VRU script, described in Define Network VRU Scripts for Agent Greeting.

• RECORD_AG.ICMS—This script lets agents record a greeting. It is called from the agent desktop when an agent clicks the Record Agent Greeting button. It prompts the agent to select which greeting to play or record. This script is invoked by the RecordAgentGreeting dialed number that you configured earlier in this configuration process. It requires that you define all five VRU scripts described in Define Network VRU Scripts for Agent Greeting.

• WA_AG.ICMS—This script plays a Whisper Announcement and an Agent Greeting together on the same call flow. It requires that you define an AgentGreeting VRU script (described in Define Network VRU Scripts for Agent Greeting) and a skill group.

Note	The PAG.ICMS and RECORD_AG.ICMS example scripts assume that a default media server is configured in Unified CVP, and the greeting files are stored in a dedicated directory named ag_gr directory. The WA_AG.ICMS script does not include a dedicated directory.

Note

For greeting, the initial script sets up the call between caller and agent, and a different script plays the greeting to the agent after the caller is connected. If the initial Unified CCE script overrides the default media server with a SET node, the call context of expanded call variables is preserved on the greeting playback call as well, and the Default Media Server may be overridden. In this case, modify the greeting playback script to use a SET node with the correct media server.

To include Agent Greeting in a script, insert a Set Variable node that references the AgentGreetingType call variable. The AgentGreetingType variable causes a greeting to play and specifies the audio file it should use. The variable value corresponds to the name of the greeting type for the skill group or Precision Queue. For example, if there is a skill group or Precision Queue for Sales agents and if the greeting type for Sales is '5', then the variable value should be 5.

You can use a single greeting prompt throughout a single call type. As a result, use one AgentGreetingType set node per script. However, as needed, you can set the variable at multiple places in your scripts to allow different greetings to play for different endpoints. For example, if you do skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.

Note	Only one greeting can play per call. If a script references and sets the AgentGreetingType variable more than once in any single path through a script, the last value to be set is the one that plays.

Use these settings in the Set Variable node for Agent Greeting:

• Object Type: Call.

• Variable: Must use the AgentGreetingType variable.

• Value: Specify the value that corresponds to the greeting type you want to play. For example: "2" or "French"

  • You must enclose the value in quotes.

  • The value is not case-sensitive.

  • The value cannot include spaces or characters that require URL encoding.

The following script example illustrates how to include Agent Greeting in a script using the Set Variable node:

Figure 1. Modified Call Routing Script to Enable Greeting Play

In the out-of-box method for deploying Agent Greeting, Unified CCE uses the customer information from the built-in "PlayAgentGreeting" dialed number to choose the correct network VRU to play the greeting. If your deployment has multiple customers configured within your Unified CCE instance and you want to use Agent Greeting with all of them, you must configure things differently to work around customer associations.

Unified CVP includes a dedicated micro-application -- RecordAgentGreeting -- for recording agent greetings. The application lets agents record, review, re-record, and confirm the save of a greeting. It includes audio files to support each of these functions. If an agent is not satisfied with a greeting, it can be re-recorded up to three times. Upon confirmation of a save, the application FTPs the saved file to the media server. Built-in error checking includes checks for the data required to name the file (agent Login Name + AgentGreetingType variable value), media server specification, valid menu selections made by the agent, and successful FTP of the greeting file.

Using the example script as a reference, here are descriptions of the functions its nodes perform.

When you configure media servers in CVP, you can specify a default media server. The benefit to specifying a default media server is that your scripts do not need a Set Variable node to access the default media server. For this to work, you must make sure that the files a script requests are stored on the default server.

If you do not define a default media server, or if you define a default but the files that your script requires are not stored on the default, then the script must include a Set Variable node to identify a media server.

To specify a media server that stores the files required by your script, use the following settings in the Set Variable node:

• Object Type: Call.

• Variable: Must use the user.microapp.media_server expanded call variable.

• Value: Specify the HTTP path to the server. For example: "http://myserver.mydomain.net." You must enclose the path in quotes.

• Alternately you can specify an IP address in place of a hostname.

In scripts that invoke an external VXML application (as the Agent Greeting record script does), if you explicitly set a variable for the media server (user.microapp.media_server), then you must also set the following variables:

• The path to the media server application directory (user.microapp.app_media_lib)

• The CVP UseVXMLParams value to N.(user.microapp.UseVXMLParams)

See the following example.

Figure 3. Additional Required Variables When Specifying a Media Server

If you include Set Variable nodes for the media server, locale, and/or application directories, make sure that the values you set for them do not exceed the Maximum Length settings for their corresponding expanded call variables.

For example, if you include a Set Variable node for the media server with a value of "http://mysubdomain.mydomain.co.uk", the string is 33 characters long. Therefore, the Maximum Length setting for the user.microapp.media_server expanded call variable must be 33 or greater. Otherwise, the server name is truncated in the HTTP request for the file and the file is not found.

To configure expanded call variables, use the Unified CCE Configuration Manager. Select List Tools > Expanded Call Variables List.

To configure ECC variables, use Unified CCE Administration. Select Manage > Expanded Call Variables.