Unified CVP Scripting

Writing Scripts for Unified CVP

This section discusses using Packaged CCE configuration and script editing to access the Unified CVP solution.

It includes information about how to:

  • Set up Packaged CCE to interact with Unified CVP

  • Write applications for Unified CVP


Note
This section contains important information for Unified CVP application developers. It also may be of interest to Call Center Managers, Unified CVP System Managers, and Packaged CCE system managers.

Before You Begin

This chapter makes the following assumptions:

  • The information in this chapter assumes that you are already familiar with using the Unified CCE Administration and Script Editor tools for call center operations and management.

  • When creating Script Editor applications that interact with Unified CVP, only use alphanumeric characters for application, element, and field names; do not use special characters such as periods, asterisks or brackets. Following this practice will avoid potential issues with data transfer between different systems.

Scripts to Access Unified CVP from Packaged CCE

Both Packaged CCE and Unified CVP use scripts to invoke their features. In fact, Packaged CCE references Unified CVP scripts from within its own scripts . This method of invoking Unified CVP from within Packaged CCE enables Packaged CCE to take advantage of the features of Unified CVP.

Packaged CCE and Unified CVP provide two service creation (scripting) environments. Each environment is used for different purposes:

  • Script Editor. Use this scripting tool to develop agent routing scripts and to invoke the Unified CVP micro-applications: Play Media, Get Speech, Get Digits, Menu, Play Data, and Capture. These applications are the basic building blocks of a voice interaction design.

  • Call Studio. Use Call Studio to develop sophisticated Unified CVP applications.


    Note
    For more information, refer to Scripting for Unified CVP with Call Studio.

Invoke Unified CVP Micro-applications Through Routing Scripts

The Script Editor is used to develop agent routing scripts, and to invoke Unified CVP micro-applications - basic building blocks of a voice interaction design. The Unified CVP micro-applications are: Play Media, Get Speech, Get Digits, Menu, Play Data, and Capture. These applications are combined and customized in the Packaged CCE routing script to produce a viable voice interaction with the caller.

Instead of developing full scale Unified CVP applications using micro-applications, use Unified CVP scripts developed using Call Studio to create the Unified CVP applications. Micro-application-based scripts are primarily used for initial prompt and collection operations, as well as for directing the playing of .wav files while calls are in queue.

In an environment where routing script works with Call Studio script (the 2-script implementation for Unified CCE-integrated models described here), the routing script remains in control (and receives control back), even while it delegates the more complex self-service activity to the Call Studio script. Data can be passed from one script to the other and back through ECC variables.

Unified CVP Call Studio Scripting

Sophisticated Unified CVP applications can be developed using Call Studio which is an Eclipse-based service creation environment whose output is an intermediary file describing the application flow. That file gets loaded onto the VXML Server for execution. To invoke a VXML Server application, the script writer includes a Get Speech (GS) micro-application via the Run External Script node in the Packaged CCE routing script. This micro-application instructs the VoiceXML Gateway to interact with the VXML Server directly to run the application. The final results are passed back to Packaged CCE.

Some of the Call Studio scripting environment features include:

  • A drag-and-drop interface with a palette of Unified CVP functions

  • The ability to do database queries

  • Extensibility with Java code written to perform any task a Java application can perform


Note
Packaged CCE does not support using the MicroApp nodes that are available in the Script Editor. All MicroApp implementation must be done using the Run External Script node in Script Editor. Refer to Writing Packaged CCE Applications for Unified CVP for detailed information about setting Unified CVP-specific parameters in this node for each Unified CVP micro-application.

Note
For more information about creating scripts, refer to Writing Packaged CCE Applications for Unified CVP.

Scripting for Unified CVP with Packaged CCE

The sections that follow include:

  • A discussion of micro-applications.

  • A sample Packaged CCE script.

  • A discussion of how Packaged CCE and Unified CVP exchange information.

Micro-applications

Micro-applications are a set of specific Unified CVP functions that can be invoked by Packaged CCE, enabling communication with the caller.

There are six Unified CVP micro-applications:

  • Play Media. Plays a message to the caller.

  • Play Data . Retrieves data from a storage area and plays it to the caller in a specific format called a data play back type.

  • Get Digits. Plays a media file and retrieves digits from the caller.

  • Menu. Plays a media menu file and retrieves a single telephone keypad entry from the caller.

  • Get Speech. Runs a Call Studio script on VXML Server.

  • Capture. The Capture (CAP) micro-application enables you to trigger the storage of current call data at multiple points in the Packaged CCE routing script.

Micro-applications are interpreted by the Unified CVP Service, which resides on the Unified CVP Call Server. The Unified CVP Service sends VoiceXML code to the VoiceXML Gateway Voice Browser.


Note

Using ASR/TTS(speech) through micro-applications is not supported. You have to use Call Studio scripts for any caller interaction that requires use of ASR/TTS (speech).

Simple Example Script: Welcome to XYZ Corporation

Suppose you want to create a script that has an example call flow as follows.

This simple script performs the following functions:

  • Runs the GetInfo Call Studio script on the VXML Server to collect some caller input based on the example callflow.

  • Based on caller input, queues for a sales or support agent .

  • If an agent is not available, runs the MOH Call Studio script which will play music-on-hold to the caller until an agent becomes available.

Procedure

Step 1

A call arrives at Packaged CCE and runs a Packaged CCE script.

Step 2

The caller hears a welcome prompt.

Step 3

The script sends the call to Unified CVP for collecting some information from the caller before queuing the call for an agent. For example, a menu is offered such as "press 1 for sales and 2 for support," as well as entering an account number.

Step 4

If the caller is an existing customer, the caller-entered account number is used to retrieve additional information about the caller from an external database.

Step 5

Caller-entered digits and the additional information about the caller are returned back to the Packaged CCE script to be shown a screen pop to the agent, when an agent becomes available.

Step 6

The call is then queued waiting for an agent in a particular skill group, based on the caller selection of the type of service.

Step 7

If an agent is available, the caller is connected to that agent. The agent desktop displays the caller information collected via caller input as well as database lookup.

Step 8

If an agent is not available, the call is sent back to Unified CVP for playing music-on-hold while the caller waits for an agent to become available.

Step 9

The information collected from the caller is preserved as call context on the call until the agent becomes available.

You can create a script such as the one shown in the following figure.

Figure 1. Packaged CCE Script with Call Flow
Sample CVP Script

This simple script performs the following functions:

  • Runs the GetInfo Call Studio script on the VXML Server to collect some caller input based on the example callflow.

  • Based on caller input, queues for a sales or support agent.

  • If an agent is not available, runs the MOH Call Studio script which will play music-on-hold to the caller until an agent becomes available.

Note

 
In a "real life" application, any Packaged CCE script you create would include error checking to ensure that micro-applications instructions are properly performed.

Packaged CCE Unified CVP Micro-app Connection

Before the Unified CVP can be accessible through the Script Editor’s Run External Script node, you must first set up Packaged CCE with special Unified CVP parameters using the Unified CCE Administration tool.

Begin by using the Unified CCE Administration Network VRU Script tool to define Unified CVP parameters. See Network VRU Scripts


Note
As shown in the two columns of the following table, certain entries for the VRU Script Name and Configuration Param fields are case-sensitive.

Attribute

Allowed Values

Applies to

Case-Sensitive?

Attribute: VRU Script Name (for example, PM, GD).

PM, GD

All micro-applications

N

Attribute: Media Library Type (A, S, V)

A, S, V

All micro-applications

N

Barge-in Allowed

Y/N

All micro-applications

N

Data playback type

Number, Char

PlayData (PD)

N

Time Format

HHMM, HHMMSS, HHMMAP

PlayData (PD)

N

Timeout Message Override

Y/N

Get Digits (GD), Get Speech (GS), Menu (M)

N

Invalid Entry Message Override

Y/N

Get Digits (GD), Get Speech (GS), Menu (M)

N

DTMF Termination Key

N

All micro-applications

N

Media File Name

All micro-applications

Y

Once the network VRU script configuration settings have been saved, the information is available to the Script Editor. When you place a Run External Script node in the Script Editor workspace and open the Properties dialog box, it displays all the script names defined in the system.

The Run External Script node below shows that the ICM Script Name Play_Welcome was selected.

Figure 2. Run External Script Node


Information Exchange Between Packaged CCE and Unified CVP

When Packaged CCE processes a Run External Script node, parameters are sent to Unified CVP.

These parameters contain instructions about how to interact with a caller, such as:

  • What micro-application to use.

  • The location of the media files to be played to the caller.

  • Timeout settings to be used during caller digit entry.

Some Unified CVP parameters are passed to Unified CVP through Expanded Call Context (ECC) variables and/or Call.Peripheral variables. Other parameters are sent in the usual VRU messaging interface (Packaged CCE /Unified CVP Service Control Interface).

Packaged CCE Data Handling

In defining scripts, you might specify strings, numbers, or formulas to be sent to Unified CVP. When passing numbers to Unified CVP, always enclose them in quotes so that they will be processed as a string.

This is especially important if:

  • Leading 0’s are significant to the data type (times, character), enter the number as a quoted string (example: "031524").

  • Trailing 0’s after a decimal point are significant to the data type (number, character, currency), enter the number as a quoted string (examples: "42.00" or "42.10").

  • The number is very large (example: a number typically expressed through exponential notation).

Writing Packaged CCE Applications for Unified CVP

Once Packaged CCE-to-Unified CVP initial setup is complete, you can create Packaged CCE applications to access Unified CVP micro-applications.

You do this using two Packaged CCE software tools:

  • Unified CCE Administration

  • Packaged CCE Script Editor

Use Unified CCE Administration to configure Unified CVP Network VRU scripts. The following section describes using the Script Editor to access Unified CVP micro-applications.

Run External Script Node That Accesses a Unified CVP Micro-application

Procedure

Step 1

Within Script Editor, place the Run External Script object in the workspace, right-click, and open the Properties dialog box.

The Run External Script Properties dialog box lists all Network VRU scripts currently configured

Note

 
The ICM Script Name column reflects the values defined through the Name field in ICM Configuration Manager’s Scripts tool.

Step 2

Select the ICM Script/VRU Script Name you want to run.

Step 3

Modify the Comments tab as needed.

Step 4

Modify the Labels tab as needed.

Step 5

When finished, click OK to submit the changes and close the dialog box.

Unified CVP Micro-applications

The sections that follow describe the parameters that can be defined through Unified CCE Administration for each of the six Unified CVP micro-applications.

Keep the following in mind as you configure each Network VRU Script to be used with Unified CVP:

  • Each micro-application parameter in fields of theNetwork VRU Script ’s Attributes tab must be separated by a comma.

  • If a parameter value is not specified, the micro-application uses its default.

Dynamic Audio File Support for Micro-applications

Unified CVP lets you use a single micro-application and specify the prompt using call variables and the Packaged CCE formula editor.

To provide dynamic audio file capability, set the second VRU script parameter to a numeric value, 1-10, prefixed by a dash. You then set the Media Library to either "A", "S", or "V". Unified CVP looks in the corresponding Call.PeripheralVariable for the name of the audio file to play.

When you set the Media Library to "A" or "S", Unified CVP plays the audio file specified by the Call Variable after the "-(number)". For example, if the second VRU Script Parameter is set to "-4", it plays the audio file specified in Call.PeripheralVariable4. This functionality is added for Play Media, Menu, and Get Digits micro-applications.


Note
When A is specified as the Media Library, it means Unified CVP looks for the media file under the C:\inetpub\wwwroot\en-us\app folder by default and when S is specified, it looks under the C:\inetpub\wwwroot\en-us\sys folder by default.

Second VRU Script Parameter

Corresponding Call Variable

-1 to -10

Call.PeripheralVariable (1 to 10)

For an example of how to use a dynamic audio file, see the following table.

VRU Script Parameter Example

Definition

PM, -3,A

PM - Uses the Play Media micro-application.

-3 - Plays the file specified in Call.PeripheralVariable3.

A - Acquires the file from the application media files folder (for example, C:\inetpub\wwwroot\en-us\app).

Notes

  • If you do not specify a file extension for the file name in the Call.PeripheralVariable, the default media file extension is applied (for example, .wav for audio files).

  • If you set the second VRU script parameter to a value prefixed with a dash and don’t specify a file name in the corresponding Call.PeripheralVariable, the Unified CVP Service creates a VoiceXML that does not contain a media prompt.

  • You can only specify the name of a single file in the Peripheral Variable. You cannot set this value to a name/value pair.

For more information, refer to the sections on individual micro-applications in this chapter.

Default Media Server for Micro-applications

You can specify a media server for a micro-application was to use the ECC variable user.microapp.media_server.

The global default media server can be specified in Unified CCE Administration > Overview > Infrastructure Settings > Device Configuration > CVP Server > IVR tab.The default media server is used by the micro-applications if the ECC variable user.microapp.media_server is missing or empty in the Packaged CCE script.

The following list specifies the order in which the micro-application tries to resolve which media server to use:

  1. Media server is specified by the ECC variable: user.microapp.media_server

  2. Global default media server is specified

The first non-empty media server value encountered in the above order is used by the micro-application. This applies to all micro-applications including

  • Play Media (PM)

  • Play Data (PD)

  • Get Digits (PD)

  • Menu (M)

The following screen shot shows the Packaged CCE script where Play Media micro-application plays a media file using the ECC variable user.microapp.media_server.

Figure 3. Packaged CCE Script with Play Media Using ECC Variable


The following screen shot shows the Packaged CCE script where Play Media micro-application plays a media file using a default media server.

Figure 4. Packaged CCE Script with Play Media Using Default Media Server


Capture Micro-application

The Capture (CAP) micro-application allows you to trigger the storage of current call data at multiple points in the Packaged CCE routing script. The CAP micro-application must be configured as a VRU script, and it is run using a RunExternalScript node, just as with any other Unified CVP micro-application. The VRU Script Name value is "CAP" or "CAP,xxx," where "xxx" is any arbitrary string to be used if necessary for uniqueness purposes. There is no VRU Script Config string.

Executing a Capture micro-application causes the Packaged CCE PG to produce an intermediate termination record. Specifically, it writes a record in the Termination_Call_Detail (TCD) table which includes all current call variables (not the VRUProgress variable), router call keys, date and time, and caller entered digits. Together with the TCD record, the Capture micro-application writes a set of records to the Termination_Call_Variable (TCV) table which includes the current values of all ECC variables.

Packaged CCE provides no standard reporting templates for TCD and TCV records. These tables are large and minimally indexed, and are optimized for writing rather than querying, to minimally impact call handling throughput. If you plan to report on this data, create off-hours extract processes which copy rows in their raw format into a database which is external to Packaged CCE. From there you can organize the tables in the way that best supports your querying requirements.

Information you need about these records includes:

  • TCD records for a given call may be identified because they contain the same RouterCallKeyDay and RouterCallKey. Successive TCD records are ordered by incrementing RouterCallKeySequenceNumber.

  • Intermediate TCD records may be identified because they contain a CallDisposition of 53, "PartialCall". Only the last TCD record for the call contains the actual disposition.

  • TCV records corresponding to a particular TCD record may be obtained by joining on TCV.TCDRecoveryKey. This key matches the RecoveryKey value in the TCD record.

  • The TCD record’s CallTypeId is also populated for VRU peripherals. This means you can determine the call’s current CallType at each Capture micro-application invocation, and at the end of the call.

  • In Unified CVP Comprehensive call flow models, these records are associated with the VRU leg peripheral. If you are doing VRU application reporting, you can filter for TCD records which contain the PeripheralID of the Unified CVP VRU leg.

The Capture micro-application places a heavy demand on Packaged CCE resources. Each time you use it, Packaged CCE writes one TCD record and multiple TCV records. Though it can conveniently capture the information you need, it can also capture extra information which you do not require. If you overuse this micro-application, it can place a heavy load on Packaged CCE in terms of processing time and disk space, which despite the minimal indexing, may impact Packaged CCE ’s ability to handle the expected call load. Carefully choose where you need to capture information in your scripts. Spread data items into as many call variables as possible to maximize the usefulness of each invocation.

Play Media Micro-application

The Play Media (PM) micro-application can be configured to play a message that is contained in a media file or streaming audio file.

Configure Network VRU Script for Play Media

Use Packaged CCE Administration’s Network VRU Scripts tool to specify parameters.

Procedure

Step 1

Configure VRU Script field parameters:

  • Micro-application type. For Play Media, valid options are: PM or pm.

  • Media File Name. Name of the media file to be played (that is, the prompt file) or the name of the external VoiceXML file.

    The valid options are:

    • A file name (for instance, a .wav file).

    • null - (default) If this field is empty, no prompt is played.

    • -(number 1-10) - Unified CVP plays the file in the corresponding Call.PeripheralVariable file. For example, a value of 2 instructs Unified CVP to look at Call.PeripheralVariable2.

    • -a - Unified CVP automatically generates the media file name for agent greeting when this option is specified. The file name is based on GED-125 parameters received from Packaged CCE .

  • Media Library Type. Flag indicating the location of the media files to be played.

    The valid options are:

    • A - (default) Application

    • S - System

  • Uniqueness value. Optional. A string identifying a VRU Script Name as unique.

Step 2

Configure the Configuration Param field parameters:

  • Barge-in Allowed. Specifies whether barge-in (digit entry to interrupt media playback) is allowed.

    The valid options are:

    • Y - (default) barge-in allowed

    • N - barge-in not allowed

      Note

       

      Voice barge-in is not supported by Play Media and Play Data micro-applications. However, Dual Tone Multifrequency (DTMF) barge-in is supported for these micro-applications.

      For more information about barge-in, see How Unified CVP Handles Barge-In.

  • RTSP Timeout. Specifies the Real-time Streaming Protocol (RTSP) timeout - in seconds - when RTSP is used.

    The valid range is 0 - 43200 seconds (default is 10 seconds). If the value is set to 0 or a timeout value is not provided, the stream does not end.

    For more details, see Configure Play Media Micro-application to Use Streaming Audio.

  • Type-ahead Buffer Flush. The Cisco VoiceXML implementation includes a type-ahead buffer that holds DTMF digits collected from the caller. When the VoiceXML form interpretation algorithm collects user DTMF input, it uses the digits from this buffer before waiting for further input. This parameter controls whether the type-ahead buffer is flushed after the prompt plays out. A false value (default) means that the type-ahead buffer is not flushed after the prompt plays out. If the prompt allows barge-in, the digit that barges in is not flushed.

    The valid options are

    • Y - flush the type-ahead buffer

    • N - (default) do not flush the type-ahead buffer

      Note

       

      This parameter is usually used when two or more PM and/or PD microapps are used in a loop in the Packaged CCE script (such as while in queue for an agent). If the PM and/or PD microapps are enabled for barge-in, one would set this parameter to Y to prevent an uncontrolled looping in the Packaged CCE script when the user barges in.

How Unified CVP Handles Barge-In
Unified CVP deals with barge-in as follows:

  • If barge-in is not allowed, the gateway continues prompt play when a caller starts entering digits.

  • If barge-in is allowed, the gateway discontinues prompt play when the caller starts entering digits. See Get Speech and External VoiceXML

Play Media Examples: Play Welcome Message

The following table shows some Network VRU Script configuration examples for Play Media.

Table 1. Network VRU Script Configuration Examples

Example

Field Name

Field Contents

Tells Unified CVP...

1

VRU Script Name

PM,Welcome

To use the Play Media (PM) micro-application to play the "Welcome.wav" Media file and accept the defaults for remaining settings.

Note

 
If no file extension is specified, .wav is assumed.

Configuration Param

N

That Barge-in is not allowed.

2

VRU Script Name

pm,July,S

To use the Play Media (PM) micro-application to play the "July.wav" Media file, using the System (S) Media library.

Configuration Param

Null (Accept default.)

That Barge-in is allowed.

3

VRU Script Name

PM,WebSite,,0

To use the Play Media (PM) micro-application to play the "Website.wav" Media file, using the default Media Type (Application library), and setting 0 as the Uniqueness value.

Note

 
A , (comma) indicates a skipped parameter. When a parameter is skipped, Unified CVP applies its default.

Configuration Param

Null (Accept default.)

That Barge-in is allowed.

4

VRU Script Name

PM,WebSite,,1

To use the Play Media (PM) micro-application to play the "Website.wav" Media file, using the default Media Type (Application library), and setting 1 as the Uniqueness value.

Configuration Param

N

That Barge-in is not allowed.

5

VRU Script Name

PM, -3, A

To use the Play Media (PM) micro-application, using the file listed in Call.PeripheralVariable3, acquiring the file from the Application (A) media library.

Configuration Param

N

That Barge-in is not allowed.

6

VRU Script Name

PM, stream.rm

To use the Play Media (PM) micro-application to play "stream.rm" from a streaming audio server and accept the defaults for remaining settings.

Configuration Param

N, 30

That Barge-in is not allowed, and the stream is configured to stop playing in 30 seconds.


Note
Play Media sets the ECC variable user.microapp.error_code to zero, indicating success, if control proceeds out the Checkmark (success) branch of the Run External Script node. If control proceeds out the X (failure) branch, Play Media typically sets this variable to one of the codes listed in Unified CVP Script Error Checking topic.

Play Data Micro-application

The Play Data micro-application retrieves data from a storage area and plays it to the caller in a specific format, called a data play back type.

Some possible sources of the data to be played back:

  • Information retrieved from a database look-up

  • Information entered by the caller

Play Data and Data Storage

Before this micro-application can be called, you must specify the location of the play back data. You do this with a Script Editor Set node that points to one of the following storage areas:

  • One of the standard Packaged CCE Peripheral Variables (PeripheralVariable1 through PeripheralVariables10).

  • The user.microapp.play_data elements.

Configure Network VRU Script Settings for Play Data Micro-application

Use the Unified CCE Administration Network VRU Script tool’s Attributes tab to specify parameters.


Note

Voice barge-in is not supported by Play Media and Play Data micro-applications. However, DTMF barge-in is supported for these micro-applications.

If you are using integers that are larger than nine digits, enclose the value in quotation marks, so it will be treated as a string.

Before you begin
Procedure

Step 1

Configure VRU Script field parameters:

  • Micro-application type. For Play Data, valid options are: PD or pd.

  • Data Playback Type. The type of the data to be returned ("played") to the caller. The valid options are:

    • Number

    • Char (character)

    • Date

    • Etime (elapsed time)

    • TOD (Time of Day)

    • 24TOD (24-hour Time of Day)

    • DOW (Day of Week)

    • Currency

    Note

     

    24TOD and DOW data play back types are not supported when using TTS. Currency other than US dollar (USD) is not supported.

    For more information about each of these playback types, including input format and output examples, see Play Back Types for Voice Data.

  • Uniqueness value. Optional. A string identifying a VRU Script Name as unique.

Step 2

Configure the Configuration Param field parameters:

  • Location of the data to be played . The valid options are:

    • null (default) - If you leave this option empty, uses the ECC variable user.microapp.play_data.

    • A number representing a Call Peripheral Variable number (for example, a 1 to represent Call.PeripheralVariable1).

    Note

     

    For more information on data location, see Play Data and Data Storage.

  • Barge-in Allowed. Specifies whether barge-in (digit entry to interrupt media playback) is allowed.

    The valid options are:

    • Y - (default) barge-in allowed

    • N - barge-in not allowed

      Note

       

      Voice barge-in is not supported by Play Media and Play Data micro-applications. However, DTMF barge-in is supported for these micro-applications.

      For more information about barge-in, see Play Data and Data Storage.

  • Time Format

    Valid only for the time Data Playback types (Etime, TOD, 24TOD).

    The available formats are:

    • null - leave this option empty for non-time formats

    • HHMM - default for time formats

    • HHMMSS - includes seconds

    • HHMMAP - includes am or pm; valid only for TOD

  • Type-ahead Buffer Flush . The Cisco VoiceXML implementation includes a type-ahead buffer that holds DTMF digits collected from the caller. When the VoiceXML form interpretation algorithm collects user DTMF input, it uses the digits from this buffer before waiting for further input. This parameter controls whether the type-ahead buffer is flushed after the prompt plays out. A false value (default) means that the type-ahead buffer is not flushed after the prompt plays out. If the prompt allows barge-in, the digit that barges in is not flushed.

    The valid options are:

    • Y - flush the type-ahead buffer

    • N - (default) do not flush the type-ahead buffer

      Note

       

      This parameter is only applicable when using the Cisco IOS gateway with DTMF barge-in. This parameter is generally used when two or more PM and/or PD microapps are used in a loop in the CCE script (such as while in queue for an agent). If the PM and/or PD microapps are enabled for barge-in, one would set this parameter to Y to prevent an uncontrolled looping in the CCE script when the user barges in.

Play Back Types for Voice Data

Configuring how voice data is presented to a caller is an important part of setting up your Unified CVP. The "Data Play Back Types" table below describes each type, along with sample valid values and formats for the supported locales when not using TTS:

  • en-us. English (United States)

  • en-gb. English (Great Britain)

  • es-mx. Spanish (Mexico)

  • es-es. Spanish (Spain)

Locale is selected by setting the user.microapp.locale variable.

Any string of characters typically used in the language may need to be spoken back character by character (this includes special keyboard symbols and numbers). If a particular symbol is not used by a particular language, a string containing that symbol may be spelled out with a Play Data with Char data type.

For example, assume that an Unified CVP application in the US (a locale of en-us) queries a database for an account owner’s name and spells the name back to the caller. If the name pulled from the database was "Hänschen Walther," the media files that would need to be pulled from the Media Server would have been derived from a URL including the en-us locale. The symbol ä has a decimal value of 228, which is different than the symbol a which has a value of 97. It is the translator’s task to record the proper word(s) for each symbol to be supported. For detailed information on character translation, refer to System Media Files.

Table 2. Data Play Back Types

Data Play Back Type

Description

Input Format

Output Examples (When Not Using TTS)

Number

Play the stored data as a number.

-###############.######

The leading minus (-) is optional and is played as "minus."

The whole number portion of the string can contain a maximum of 15 digits (for a maximum value of 999 trillion, 999 billion and so on).

The decimal point is represented as a period (.) and played as "point." It is optional if there is no floating portion.

The floating point portion of the number is optional and can contain a maximum of six digits.

Trailing zeros are played.

en-us and en-gb typical spoken form:

  • -123 = "minus one hundred twenty three"

  • 35.67 = "thirty five point six seven"

  • 1234.0 = "one thousand, two hundred, thirty four point zero"

es-mx and es-es typical spoken form:

  • -120 = "menos ciento veinte"

  • 10.60 = "diez coma seis cero"

  • 1,100 = "mil cien"

Char

Play the stored data as individual characters.

All printable American National Standards Institute (ANSI) characters are supported.

Note

 

Code Page 1252 is ANSI standard. It contains ASCII (characters 0-127) and extended characters from 128 to 255

en-us and en-gb typical spoken form:

  • abc123= "A, B, C, one, two, three"

es-mx and es-es typical spoken form:

  • abc123 = "A, B, C, uno, dos, tres"

Date

Play the stored data as a date.

YYYYMMDD, regardless of locale.

YYYY options: the range of 1800 through 9999.

MM options: the range of 01 through 12.

DD options: the range of 01 through 31.

Note

 

The software does not validate the date (for example, 20000231 is valid and played accordingly). However, a failure occurs if any bounds are broken (for example, 34 for month).

en-us typical spoken form:

  • MMDDYYYY format: 20000114 = "January fourteenth, two thousand"

en-gb typical spoken form:

  • DDMMYYYY format: 20000114 = "Fourteenth of January, two thousand"

es-mx and es-es typical spoken form:

  • DDMMYYYY format: 20001012 = "doce octubre dos mil"

Note

 
All spoken forms use the proper grammar for the locale.

Etime (elapsed time)

Play the stored data as an amount of elapsed time.

HHMM or HHMMSS

Maximum 99 hours, 59 minutes, 59 seconds

Leading zeros are ignored.

en-us and en-gb typical spoken form:

  • HHMM format: 0830= "eight hours thirty minutes"

  • HHMMSS format: 083020= "eight hours, thirty minutes, twenty seconds"

es-mx and es-es typical spoken form:

  • HHMM format: 0205 = "dos horas cinco minutos"

  • HHMMSSS format: 020101 = "dos horas un minuto un segundo"

TOD (Time of Day)

Play the stored data as a time of day.

HHMM or HHMMSS 24 hour time

HH options: 00 - 24

MM options: 00 - 59

SS options: 00 - 59

en-us and en-gb typical spoken form:

  • HHMM format: 0800 = "eight o’clock" 0830 = "eight thirty" 1430 = "two thirty"

  • HHMMSS format: 083020 = "eight thirty and twenty seconds"

  • HHMMAP format: 1430 = "two thirty p.m."

es-mx and es-es typical spoken form:

  • HHMM format: 0100 = "una a.m."

  • HHMMAP format: 1203 = "doce y tres p.m."

  • HHMMSS format: 242124 = "doce veintiuno a.m."

DOW (Day of Week)

Play the stored data as a day of week.

An integer from 1 through 7 (1 = Sunday, 2 = Monday, et cetera).

Note

 

The DOW data play back type is not supported when using TTS.

en-us and en-gb typical spoken form:

  • 7 = "Saturday"

es-mx and es-es typical spoken form:

  • 7 = "Sabado"

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

Symbol (where applicable)

Decimal Value

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

Symbol (where applicable)

Decimal Value

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

Symbol (where applicable)

Decimal Value

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

Symbol (where applicable)

Decimal Value

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 prefer 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

$

36

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.

$

36

CAD_dollar

dollar

Currency

CAD_dollars

dollars

Currency

HKD_dollar

dollar

Currency

HKD_dollars

dollars

Currency

¢

162

cent

cent

Currency

cents

cents

Currency

euro

euro

Currency

£

163

GBP_pound

pound

Currency

GBP_pounds

pounds

Currency

penny

penny

Currency

pence

pence

Currency

MXN_peso

peso

Currency

MXN_pesos

pesos

Currency

centavo

centavo

Currency

centavos

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

Symbol (where applicable)

Decimal Value

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

Play Data Configuration Examples

The following table shows several configuration examples for Play Data.

Table 12. Play Data Configuration Examples

If the VRU Script Name field setting is…

It means…

If the Configuration Param field is…

It means…

PD,Number

Note

 

If you are using integers that are larger than nine digits, enclose the value in quotation marks, so it will be treated as a string.

PD - Use the Play Data micro-app.

Number - Play back the data as a number.

empty

Play the data in the default ECC, user.microapp.play_data, as a number.

PD, Char

pd - Use the Play Data micro-app.

Char - Play back the data as individual characters.

1

1 - Play the data in Call PeripheralVariable 1 as a character.

PD,Etime,0

Note

 

If you are using integers that are larger than 9 digits, enclose the value in quotation marks, so it will be treated as a string.

PD - Use the Play Data micro-app.

Etime - Play back the data as a Time.

1,,HHMM

1 - Play the data in Call PeripheralVariable 1 as an elapsed time.

, - (Skipped parameter) Accept default setting (Y)

HHMM - Play the time in HHMM format (for example, 8 hours, 30 minutes).

PD,Date

PD - Use the Play Data micro-app.

Date - Play back the data as a Date.

1,N

1 - Play the data in Call Variable 1 as a date.

N - No barge-in allowed.

PD,Currency

PD - Use the Play Data micro-app.

Currency - Play back the data as a Currency.

4,N

4 - Play the data in Call Variable 4 s currency.

N - No barge-in allowed.


Note

Play Data sets the ECC variable user.microapp.error_code to zero, indicating success, if control proceeds out the Checkmark (success) branch of the Run External Script node. If control proceeds out the X (failure) branch, Play Data typically sets this variable to one of the codes listed in Unified CVP Script Error Checking topic.

Get Digits Micro-application

The Get Digits (GD) micro-application plays a media file and retrieves digits. For example, you could use Get Digits in an application that prompts a caller to enter a password.

Unified Customer Voice Portal passes the retrieved digits back to Packaged CCE for further processing using the Caller-Entered Digits (CED) field in the CCE/Unified CVP Messaging interface. (This is available in the Packaged CCE script through the variable Call.CallerEnteredDigits).

Configure Network VRU Script Settings for Get Digits Micro-application

Use the Unified CCE Administration Network VRU Script tool to specify parameters.

Procedure

Step 1

Configure VRU Script field parameters:

  • Micro-application type. For Get Digits, valid options are: GD or gd.

  • Media File Name. Name of the media file to be played (that is, the prompt file). The valid options are:

    • A file name (for instance, a .wav file).

      Note

       

      The file name is case-sensitive.

    • null - (default) If this field is empty, no prompt is played.

    • -(number 1-10) - Unified CVP plays the file in the corresponding Call.PeripheralVariable file. For example, entering -2 causes Unified CVP to look at Call.PeripheralVariable2.

  • Media Library Type . Flag indicating the location of the media files to be played. The valid options are:

    • A - (default) Application

    • S - System

  • Uniqueness value. Optional. A string identifying a VRU Script Name as unique.

Step 2

Configure the Configuration Param field parameters:

  • Minimum Field Length. Minimum number of digits expected from the caller. The valid options are: 1-32 (the default is 1)

  • Maximum Field Length. Maximum number of digits expected from the caller. The valid options are: 1-32 (the default is 1).

    Note

     

    For information about Maximum Field Length and the DTMF Termination Key, see Get Digits and Digit Entry Completion.

  • Barge-in Allowed . Specifies whether barge-in (digit entry to interrupt media playback) is allowed.

    The valid options are:

    • Y - (default) barge-in allowed

    • N - barge-in not allowed

    For more information about barge-in, see How Unified CVP Handles Barge-In.

    Note

     

    Unified CVP deals with barge-in as follows: If barge-in is not allowed, the SIP/Gateway continues prompt play when a caller starts entering digits. If barge-in is allowed, the Gateway discontinues prompt play when the caller starts entering digits. See Get Speech and External VoiceXML.

  • Inter-digit Timeout . The number of seconds the caller is allowed between entering digits. If exceeded, the system times-out. The valid options are: 1-99 (the default is 3).

  • No Entry Timeout . The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out. The valid options are: 0-99 (the default is 5).

  • Number of No Entry Tries. Unified CVP repeats the "Get Digits" cycle when the caller does not enter any data after the prompt has been played. (Total includes the first cycle.) The valid options are: 1-9 (the default is 3).

  • Number of Invalid Tries. Unified CVP repeats the "Get digits" cycle when the caller enters invalid data (total includes the first cycle). The valid options are: 1-9 (default is 3).

  • Timeout Message Override . The valid options are:

    • Y - override the system default with a pre-recorded Application Media Library file

    • N - (default) do not override the system default

  • Invalid Entry Message Override. The valid options are:

    • Y - override the system default with a pre-recorded Application Media Library file.

    • N - (default) do not override the system default

    Note

     

    For more information about Timeout and Invalid Entry Messages, see System Media Files.

  • DTMF Termination Key. A single character that, when entered by the caller, indicates that the digit entry is complete. The valid options are:

    • 0-9

    • * (asterisk)

    • # (pound sign, the default)

    • N (No termination key)

    Note

     

    For information about Maximum Field Length and the DTMF Termination Key, see Get Digits and Digit Entry Completion.

  • Incomplete Timeout. The amount of time after a caller stops speaking to generate an invalid entry error because the caller input does not match the defined grammar. The valid options are: 0-99 (the default is 3).

    Note

     

    If the value is set to 0, the Unified CVP Service treats the NoEntry Timeout as NoError.

Get Digits Configuration Examples

The following table shows several configuration examples for Get Digits for an application that prompts using .wav files and retrieves input through DTMF.

Table 13. Get Digits Configuration Examples for .wav Files

If the VRU Script Name field setting is…

It means…

If the Configuration Param field setting is…

It means…

GD,Password,A,0

GD - Use the Get Digits micro-app.

Password - Play the Media file named "Password.wav."

A - Application Media Library.

0 - Uniqueness value.

6,12

6 - Minimum field length

12 - Maximum field length

Accept defaults for all other settings.

GD,Password,A,1

gd - Use the Get Digits micro-app.

Password - Play the Media file named "Password.wav."

A - Application Media Library.

1 - Uniqueness value.

6,12,N,3,5,2,2,N,Y,#

6 - Minimum field length

12 - Maximum field length

N - No barge-in allowed

3 - Inter-digit Timeout (seconds)

5 - No Entry Timeout (seconds)

2 - Number of no entry tries

2 - Number of invalid tries

N - Timeout Msg Override

Y - Invalid Entry Msg Override

# - DTMF Termination key

Note

 
The two examples above both play the Password.wav file ("Please enter your password followed by the pound sign.") and collect digits. They differ in that the first example accepts most of the default settings available through the Configuration Param field; the second field does not.

GD,ssn

GD - Use the Get Digits micro-app.

ssn - Play the Media file named "ssn.wav."

9,9,

9 - Minimum field length

9 - Maximum field length

Accept defaults for all other settings.

Note

 
Type-ahead can only be used with the Get Digits micro-application when user.microapp.input_type is set to D. See Get Speech and External VoiceXML.

GD, -4, S

gd - Use the Get Digits micro-app

-4 - Calls the file specified in Call.PeripheralVariable4

S - Acquires the file from the System media library

6,12,

6 - Minimum field length

12 - Maximum field length

Accept defaults for all other settings

Get Speech and External VoiceXML

You can use the Get Speech micro-application to pass information to and from an external VoiceXML file. The following table describes how to set the Get Speech script to use external VoiceXML.

To set up the Get Speech micro-application to use external VoiceXML, set the Media Library Type to "V". The Unified CVP Service creates VoiceXML that calls the external VoiceXML that is specified in the external VoiceXML file name. The URL to the external VoiceXML is formed from a combination of the media_server, locale, App_Media_Lib and external VoiceXML file name. If the VoiceXML file name does not contain a file extension, the default "*.VoiceXML" is used.

If the external VoiceXML is used, the only GetSpeech VRU Script parameters that are used are:

  • "Number of Invalid Entry" errors, and

  • "Number of No Entry" errors.

The Unified CVP Service "NoEntry" and "InvalidEntry" retry logic are used if the external VoiceXML returns a <noinput> or <nomatch> event.

Error Handling

Error handling

The error handling for an external VoiceXML called from the Get Speech micro-application includes the following:

  • If you set the "Media Library Type" to "V" and you do not set an "External VoiceXML Name" parameter, an "Invalid VRU Script Name" error is returned to Packaged CCE .

Get Digits and Digit Entry Completion

Unified CVP tests GD digit entry input against several conditions to determine whether digit entry is complete.

Unified CVP considers digit entry to be complete if the caller enters any of the following:

  • The maximum allowable number of digits (when terminator key is not used).

  • The maximum number of digits, excluding a terminator key.

  • Less than the maximum number of digits, followed by the terminator key.

  • Less than the maximum number of digits and exceeding the inter-digit timeout.

  • Nothing and reaching the no entry timeout.


Caution
It is important that you set up your Packaged CCE script to test for all the scenarios mentioned below.

If Digit Entry Input Is Complete

After digit-entry input is complete, Unified CVP validates the digit string to determine if it is >= (greater than or equal to) the minimum length and <= (less than or equal to) the maximum length.

In variable-length data entry, the Maximum Field Length value does not accommodate the termination key. For example, if a GD micro-application is configured to accept a password that is between 6 and 12 digits long and digit-entry completion is indicated through a termination key (or a timeout), the Minimum Field Length setting would be 6, the Maximum Field Length setting would be 12, and the DTMF Termination Key is defined as a single character.

Before passing the result back to the Unified CVP Service, SIP Service discards the termination key (only the password digits are included in the CED returned to Packaged CCE ).


Note
In this example, if the 13th digit is entered without reaching the interdigit timeout and the 13th digit is not the terminator key, the extra digits are buffered by the gateway VXML browser and will be consumed by the next digit collecting node (for example: GD or Menu micro-app).

This type-ahead behavior is described online in the Type-ahead Support section of the Cisco VoiceXML Programmer’s Guide.

After validating the digit string, Unified CVP does the following:

  • If the string is valid, Unified CVP stores the digit string (not including the terminator key) in the Call.CallerEnteredDigits variable, exits the node through the Checkmark (success) branch, and returns control to Packaged CCE software.

  • If the string is not valid, Unified CVP considers it an invalid entry and does the following:

    • If the Number of Invalid Entry Tries value is not reached, Unified CVP plays an error message and re-plays the original prompt.

    • If the Number of Invalid Entry Tries value is reached, Unified CVP stores the last-entered digit string in the Call.CallerEnteredDigits variable, exits the node through the X (failure) branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid Tries), and returns control to Packaged CCE .

If No Entry Timeout Occurs

If the caller does not enter input and No Entry Timeout period is exceeded, the following happens:

  • If the Number of No Entry Tries value has not been reached, Unified CVP plays the "no entry" error message and re-plays the original prompt.

  • If the Number of No Entry Tries value has been reached, Unified CVP exits the node through the X (failure) branch, sets the Call.CallerEnteredDigits variable to NULL, the user.microapp.error_code ECC variable to 17 (Reached Maximum No Entry Tries), and returns control to Packaged CCE .

Menu Micro-application

This micro-application plays a menu media file and retrieves a defined digit. (Menu is similar to the Get Digit micro-application except that it only accepts one digit, which it checks for validity.)

Unified CVP passes the retrieved digit back to Packaged CCE for further processing using the Caller-Entered Digits (CED) field in the Packaged CCE / Unified CVP Messaging interface.

Configure Network VRU Script Settings for the Menu Micro-application

Use the Packaged CCE Administration Network VRU Script tool to specify parameters.

Procedure

Step 1

Configure VRU Script field parameters:

  • Micro-application type . For Menu, valid options are: M or m.

  • Media File Name. Name of the media file to be played (that is, the prompt file). The valid options are

    • A file name (for instance, a .wav file)

      Note

       
      The file name is case-sensitive.

    • null - (default) If this field is empty, Unified CVP examines the contents of the user.microapp.inline_tts ECC variable. If this ECC variable contains a value, Unified CVP prompts using TTS. If the ECC is empty, no prompt is played.

    • -(number 1-10) - Unified CVP plays the file in the corresponding Call.PeripheralVariable file. For example, entering -2 causes Unified CVP to look at Call.PeripheralVariable2.

  • Media Library Type . Flag indicating the location of the media files to be played. The valid options are:

    • A - (default) Application

    • S - System

  • Uniqueness value. Optional. A string identifying a VRU Script Name as unique.

Step 2

Configure the Configuration Param field parameters:

  • A list of menu choices . The valid options are:

    • 0-9

    • * (asterisk)

    • # (pound sign)

    Formats allowed include:

    • Individual options delimited by a / (forward slash)

    • Ranges delimited by a - (hyphen) with no space

  • Barge-in Allowed . Specifies whether barge-in (digit entry to interrupt media playback) is allowed.

    The valid options are:

    • Y - (default) barge-in allowed

    • N - barge-in not allowed

    For more information about barge-in, see How Unified CVP Handles Barge-In.

  • No Entry Timeout . The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out. The valid options are: 0-99 (the default is 5).

  • Number of No Entry Tries. Unified CVP repeats the "Menu" cycle when the caller does not enter any data after the prompt has been played. (Total includes the first cycle.) The valid options are: 1-9 (the default is 3).

  • Number of Invalid Tries . Unified CVP repeats the prompt cycle when the caller enters invalid data. (Total includes the first cycle.) The valid options are: 1-9 (the default is 3).

  • Timeout Message Override. The valid options are:

    • Y - override the system default with a pre-recorded Application Media Library file

    • N - (default) do not override the system default

  • Invalid Entry Message Override . The valid options are:

    • Y - override the system default with a pre-recorded Application Media Library file

    • N - (default) do not override the system default

    Note

     
    For more information about Timeout and Invalid Entry Messages, refer to System Media Files

Menu Configuration Examples

The following table shows several configuration examples for Menu for use in an application where input type is DTMF.

Table 14. Menu Configuration Example - DTMF Application

If the VRU Script Name field setting is…

It means...

If the Config Param setting is...

It means...

M,Banking

M - Use the Menu micro-app.

Banking - Play the Media file named "Banking.wav."

Note

 
This file may contain a message such as: "For Checking, press 1. For Savings, press 2. For Money Market, press 3."

1-3

1-3 - Accept numbers 1, 2, 3. Accept all other defaults (No Entry Timeout, Number of no entry tries, Number of invalid tries, Timeout Msg Override, Invalid Entry Msg Override).

M,Main_Menu

M - Use the Menu micro-app.

Main_Menu - Play the Media file called "Main_Menu.wav."

Note

 
This file may contain a message such as: "For information or transactions on checking, press 1. For savings or club accounts, press 2. For other information, press 0. If you know your party’s extension, press 9."

0-2/9,,4,2,2

0-2/9 - Accept numbers 0, 1, 2, and 9.

, (Skipped parameter) - Accept the default barge-in setting (Y).

4 - No Entry Timeout value (in seconds).

2 - Number of no entry tries allowed.

2 - Number of invalid tries allowed.

Accept all other defaults (Timeout Msg Override, Invalid Entry Msg Override).

M,-2,S

M - Use the Menu micro-app.

-2 - Plays the file specified in Call.PeripheralVariable2.

S - Acquires the file from the System media library.

1-3

1-3 - Accept numbers 1, 2, 3. Accept all other defaults (No Entry Timeout, Number of no entry tries, Number of invalid tries, Timeout Msg Override, Invalid Entry Msg Override).


Note
Menu sets the ECC variable user.microapp.error_code to zero, indicating success, if control proceeds out the Checkmark (success) branch of the Run External Script node. If control proceeds out the X (failure) branch, Menu typically sets this variable to one of the codes listed in Unified CVP Script Error Checking topic.

Menu and Digit Entry Completion

Unified CVP tests Menu digit entry input against two conditions to determine whether digit entry is complete:

  • If a caller enters a digit, Unified CVP checks whether the digit is within the set of valid digits for this menu.

  • If a caller does not enter a digit, Unified CVP checks whether the No Entry Timeout value has been reached.


Caution
It is important that you set up your Packaged CCE script to test for all the scenarios mentioned below.

Digit Entry Completion

After a caller enters a digit, Unified CVP validates the digit against the list of valid menu options that were defined through CCE Configuration Manager. Then Unified CVP does the following:

  • If the digit is valid, Unified CVP stores the digit in the Call.CallerEnteredDigits variable, exits the node through the Checkmark (success) branch, and returns control to Packaged CCE .

  • If the digit is not valid, Unified CVP considers it an invalid entry and does the following:

    • If the Number of Invalid Entry Tries value has not been reached, Unified CVP plays the "invalid message" file and re-plays the menu prompt.

    • If the Number of Invalid Entry Tries value has been reached, Unified CVP stores the last-entered invalid digit in the user.microapp.caller_input variable, exits the node through the X (failure) branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid Tries), and returns control to Packaged CCE .

If No Entry Timeout Occurs

If the caller does not enter a digit within the No Entry Timeout period:

  • If the Number of No Entry Tries value is reached, Unified CVP plays the "no entry" error message and re-plays the menu prompt.

  • If the Number of No Entry Tries value has been reached, Unified CVP exits the node through the X (failure) branch, sets the Call.CallerEnteredDigits variable to NULL, the user.microapp.error_code ECC variable to 17 (Reached Maximum No Entry Tries), and returns control to Packaged CCE .

Get Speech Micro-application

The Get Speech (GS) micro-application is used to run a Call Studio script on VXML Server.

Configure Network VRU Script Settings for the Get Speech Micro-application

Use the Packaged CCE Administration’s Network VRU Script tool to specify parameters.


Note

By default a pre-configured network VRU script called VXML_Server has already been configured in Packaged CCE. This should be used in all Run External Script nodes that intend to run a Call Studio script. When using an optional feature like Courtesy Callback, you must configure additional GS network VRU scripts.

Procedure

Step 1

Configure VRU Script field parameters:

  • Micro-application type. For Get Speech, valid options are: GS or gs.

  • Media File Name. Only the value Server is supported for this field for GS.

  • Media Library Type. Only the value V is supported for this field for GS.

  • Uniqueness value. Optional. A string identifying a VRU script name as unique.

Step 2

Configure the Configuration Param field parameters:

Note

 
Configuration parameters 1-10 are only for non-Packaged CCE deployments with Unified CVP where GS is supported with external VXML. Only the Pass FTP Information parameter (parameter 11) is configurable when using the Agent Greeting recording feature.

  • Pass FTP Information Specifies whether to pass FTP server information to the VXML Server. This option is only useful if the VXML Server application uses the FTP_Client Element and the FTP server information is already configured. Valid options are:

    • Y - Pass FTP server information to the VXML Server as VXML Server session variables.

    • N - (default) Do not pass FTP server information.

    If the Pass FTP Information parameter is set, the following information is passed:

    • ftpServer - A space separated string of FTP servers. For example, ftp_host1|21|username|password ftp_host2. Everything is optional except the host name. See FTP_Client Element settings located in the Elements Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio guide for more information.

    • ftpPath - A path on the FTP server. By default, this path is formed from the content of the ECC variable user.microapp.locale concatenated with path separator (/) and the content of the ECC variable user.microapp.app_media_lib. One exception is if the value of user.microapp.app_media_lib is .., then app is used instead. An example of a path is: en-us/app

Passing Information to the Call Studio Scripts Executing on VXML Server

You can pass up to 1050 characters to the Call Studio scripts executing on VXML server by using an ECC Variable array.

Table 15. To External VoiceXML ECC Variable Array

ECC Variable Name

Type

Max. Number of Elements

Max. Size of Each Element

user.microapp.ToExtVXML

Array

5

210

This variable array contains a list of semicolon delimited name/value pairs. The following is an example of the syntax:

Table 16. Sample Array Definition

Variable Name

Values

user.microapp.ToExtVXML[0]

"Company=Cisco;Job=technical writer"

user.microapp.ToExtVXML[1]

"Location=Boxborough;Street=Main"

user.microapp.ToExtVXML[2]

"FirstName=Gerrard;LastName=Thock"

user.microapp.ToExtVXML[3]

"Commute=1hour;Car=Isuzu"

Unified CVP sends each name/value pair as a session variable on the call to VXML server (for example, a session variable named Company with a value of Cisco). The session variables are accessible in the Call Studio scripts.

Passing Data Back to Packaged CCE from the VXML Server

Unified CVP can return 840 characters from the VXML server.

The following ECC Variable array is added:

Table 17. From External VoiceXML ECC Variable Array

ECC Variable Name

Type

Max. Number of Elements

Max. Size of Each Element

user.microapp.FromExtVXML

Array

4

210

The Get Speech micro-app returns up to 840 characters by populating the user.microapp.caller_input variable and each element of the user.microapp.FromExtVXML array.


Note
By default user.microapp.FromExtVXML ECC variable is pre-defined for Packaged CCE but not enabled. You can use the predefined ECC variable or update the length based on your needs.

Scripting for Unified CVP with Call Studio

You can use Call Studio to build sophisticated Unified CVP applications which can then be loaded onto a VXML Server machine for execution.

To invoke a VXML Server application, create a Packaged CCE routing script that

  • Includes a user.microapp.ToExtVXML[0] ECC variable instructing the VoiceXML Gateway to interact with the VXML Server directly to run the application

  • Instructs the application to pass back results to Packaged CCE

This section describes

  • Call Studio and how to use it to pass data to Packaged CCE

  • How to integrate Call Studio scripts with Packaged CCE scripts

  • How to deploy Call Studio Scripts in Unified CVP

High-Level Configuration Instructions

This chapter presents a set of high-level instructions for configuring many of the Unified CVP call flow models (deployment models).

Each set of call flow model instructions contains:

  • A brief overview of that call flow model

  • High-level instructions for configuring the components in that call flow model

  • References to detailed instructions (elsewhere in this guide, in online help, or in other documents) for performing each high-level task

This chapter also includes information, or pointers to information, for configuring the Gateway, Packaged CCE VRU handling and Unified CVP Call Server (including the SIP Service, Packaged CCE service, and Unified CVP Service).

Call Studio ReqICMLabel Element to Pass Data

The ReqICMLabel element allows a Call Studio script to pass caller input, Call Peripheral variables, and Expanded Call Context (ECC) variables to a Packaged CCE script. The ReqICMLabel must be inserted into a Call Studio script as a decision element. In Call Studio, the returned Packaged CCE label result can be used by other elements in the same application, such as the Transfer or Audio element. The Transfer element sends instructions to the IOS Voice Browser to transfer the caller to the desired location.

After the ReqICMLabel exits its path, you can retrieve the values set by the Packaged CCE script by selecting the Element Data tab for the ReqICMLabel element. The element data value is {Data.Element.ReqICMLabelElement.result}. ReqICMLabelElement is the name of the ReqICMLabel element in the Call Studio script. The default name for this element is ReqICMLabel_<n>. For example, if you changed ReqICMLabel to GetICMLabel, the value returned from Packaged CCE is {Data.Element.GetICMLabel.result}, where result is the variable of the ReqICMLabel element that contains the Packaged CCE label.

Table 18. Settings

Name (Label)

Type

Required

Single Setting Value

Substitution Allowed

Default

Notes

Call Peripheral Variables 1 - 10 (callvar1 - callvar10)

String

No

Yes

Yes

Call Peripheral variables passed by the Call Studio script to thePackaged CCE server. This setting can be a maximum of 40 characters. The Packaged CCE server returns a name-value pair for up to 10 Call Peripheral Variables in a result. Any value that is placed in callvar<n> from a Call Studio script is returned unchanged, if the Packaged CCE script does not change it.

Call Peripheral Variables Return 1 - 10 (callvarReturn1 - callvarReturn10)

String

No

Yes

Yes

Call Peripheral variables created upon the return of the Packaged CCE Label request, regardless of whether or not these variables are filled by the Packaged CCE script. You need two sets of these variables to keep reporting to the Packaged CCE Call Peripheral Variables separate from what is returned from Packaged CCE.

FromExtVXML0 - 3 (External VXML 0 - External VXML 3)

String Array

No

Yes

Yes

Expanded Call Context (ECC) variables passed by the Call Studio script to the Packaged CCE Packaged CCE server. Each variable is a string of name-value pairs, separated by semicolons, for up to four external VoiceXML variables. This setting can be a maximum of 210 characters.

ToExtVXML0 - 4 (External VXML 0 - External VXML 4)

String Array

No

Yes

Yes

Expanded Call Context (ECC) variables received from the Packaged CCE script. The Packaged CCE server returns a string of name-value pairs, separated by semicolons, for up to five external VoiceXML variables.

Timeout

Integer

Yes

Yes

Yes

3000 (ms)

The number of milliseconds that the transfer request waits for a response from the Packaged CCE server before timing out.

Note

 
This value is increased or decreased by increments of 500 ms.

caller_input (Caller Input)

String

No

Yes

Yes

This setting can be a maximum of 210 characters. The caller_input is only passed to Packaged CCE from Call Studio.

Table 19. Element Data

Name

Type

Notes

result

String

Packaged CCE label returned from a Packaged CCE server. You can use this result as input to other Call Studio elements, such as Transfer or Audio. The element data value is {Data.Element.ReqICMLabelElement.result}.

callvar<n>

String

Call Peripheral variables that the Call Studio scripts passes to the Packaged CCE server. Valid Call Peripheral Variables are callvar1 - callvar10.

callvarReturn<n>

String

Call Peripheral variables that the Packaged CCE script returns to the VXML Server. Valid Call Peripheral Variables are callvarReturn1 - callvarReturn10.

For example, if a Packaged CCE script contains Call Peripheral variable 3 with the string value "CompanyName=Cisco Systems, Inc", you can access the value of CompanyName that is returned by the Packaged CCE script by using

Data.Element.ReqICMLabelElement.callvarReturn3

The returned value is "Cisco Systems, Inc."

Table 20. Session Data

Name

Type

Notes

name

String

Value for a name-value pair contained in a ToExtVXML variable returned in the Packaged CCE label. You must know which name-value pairs are set in the Packaged CCE script to retrieve the correct value from the Call Studio script.

For example, if a Packaged CCE script contains a user.microapp.ToExtVXML0 variable with the string value "CustomerName=Mantle", specify Data.Session.CustomerName. If the same Packaged CCE script contains a user.microapp.ToExtVXML0 variable with the string value "BusinessType=Manufacturing", you can access the customer business type returned by the Packaged CCE script by using Data.Session.BusinessType.

Table 21. Exit States

Name

Notes

done

The element execution is complete and the value is successfully retrieved.

error

The element failed to retrieve the value.

Studio Element Folder is "Cisco."

Integrate Call Studio Scripts with Unified CCE Scripts - Traditional Method

This section describes how to integrate the VXML Server into the Unified CVP solution in the traditional way. This process involves

  • Creating a Unified CCE script with ECC variables configured for VXML Server

  • Creating a VRU Script to run in the Packaged CCE script

Integrate Call Studio Scripts with Packaged CCE Scripts

The following steps describe how to integrate Call Studio scripts with Packaged CCE :

Procedure

Step 1

Set the user.microapp.ToExtVXML[0] ECC variable to application=HelloWorld.

Note

 
This example indicates that the VXML Server runs the "HelloWorld" application. To run a different application, change the value of user.microapp.ToExtVXML[0] accordingly.

Step 2

Create a Run External Script node within the Packaged CCE script with a VRU Script Name value of GS,Server,V.

  • Configure the timeout setting in the Network VRU Script to a value greater than the timeout value in the VXML Server application. (This timeout is only used for recovery from a failed VXML Server.)

  • Always leave the Interruptible checkbox in the Network VRU Script Attributes checked. Otherwise, calls queued to a VXML Server application may stay in the queue when an agent becomes available.

Step 3

After you configure the Packaged CCE script, configure a corresponding VXML Server script with Call Studio. The VXML Server script must

  • Begin with a Unified CVP Subdialog_Start element (immediately after the Call Start element)

  • Contain a Unified CVP Subdialog_Return element on all return points (script must end with a Subdialog_Return element)

  • Must include a value for the call input for the Unified CVP Subdialog_Return element

  • Must add Data Feed/SNMP loggers to enable reporting

Call Studio Scripts in Unified CVP

Call Studio scripts can be deployed in one of the following ways:

  • In Call Studio, create and deploy the Call Studio scripts to the local machine using the Archive option.

  • In Call Studio, use the Deploy Remotely option to deploy the scripts to an FTP Server.

Deploy Call Studio Scripts Using Call Studio

Procedure

Step 1

Create or modify one or more VoiceXML application scripts.

Step 2

Use Call Studio to set up the loggers using the ActivityLogger, ErrorLogger, and Admin Logger tools. Set up the Unified CVP Datafeed logger for each application.

Note

 

Call Studio also includes CVPDatafeedLogger and CVPSNMPLogger. Call Studio lets you change other parameters for these loggers, such as log file size, log lever, et cetera.

See the Call Studio documentation for more information.

Step 3

Deploy one or more VoiceXML application scripts to the local machine using the archive option. The archived scripts are saved as a zipped file under a user-specified directory, for example:

C:\Program Files\Cisco\CallStudio

Note

 
The sample folder is C:\Cisco\CallStudio, which is also the default folder.