Configuring Cisco Unity Express 10.0 Using the GUI

Configuring IVR

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The Interactive Voice Response (IVR) option is a separately licensed option that integrates with Cisco Unity Express. IVR allows a telephone caller to select options from a voice menu and otherwise interact with the Cisco Unified Express system. The Cisco Unity Express IVR applications work with Cisco Unified Communications Manager Express or Cisco Unified Communications Manager. After the system plays a pre-recorded voice prompt, the caller presses a number on a telephone keypad to select an option.

If your system is configured with IVR, the GUI screen will have an IVR tab that you can select to configure IVR features.

Perform the following tasks from the Interactive Voice Response (IVR) menu:

• Configuring IVR Applications
• Configuring HTTP Triggers
• Configuring VoiceXML Applications
• Configuring the Enterprise Database Subsystem
• Configuring the IVR E-Mail Subsystem
• Managing IVR Documents

Configuring IVR Applications

Perform the following tasks from the IVR Applications window:

• Adding IVR Applications
• Configuring Script Parameters
• Deleting a Script

Adding IVR Applications

Use this procedure to add IVR applications.

Step 1 Choose IVR > IVR Applications. The IVR Applications window appears.

Step 2 Click Add to begin adding IVR applications. The Add window appears.

Step 3 Enter the application name in lower case.

Step 4 Select one of the following trigger types:

• Call-in number —A number to dial in to the application.
• HTTP trigger— Enter a new URI. A corresponding HTTP trigger is created.

Note Entering information in this next step automatically selects Script parameter choices in the Configuring Script Parameters section.

Step 5 Select the script information from the drop-down list.

Step 6 (Optional) Add a new script by clicking Upload. The Upload dialog box appears where you can upload a script. You can also manage scripts using System > Scripts. See Configuring System Scripts Using Editor Express for more information about scripts.

Step 7 Select the language.

Step 8 Enter the Maximum Sessions.

Step 9 Click to enable.

Step 10 Click Apply to save your changes.

Note You must enter a valid string in the operExtn field to save your changes.

Configuring Script Parameters

Use this procedure to configure script parameters.

Note All the steps in this section are required.

Step 1 Choose IVR > IVR Applications. The IVR Applications window appears.

Step 2 Click Add to begin configuring IVR script parameters.

or

Step 3 Click on the name of an existing IVR application. The Edit window appears.

The list of script parameters, generated dynamically, depends on your installation. The following types of scripts may be available in your installation:

• busClosedPrompt
• holidayPrompt
• welcomePrompt
• disconnectAfterMenu
• dialByFirstName
• allowExternalTransfers
• MaxRetry
• dialByExtnAnytime
• busOpenPrompt
• businessSchedule
• dialByExtnAnytimeInputLength
• operExtn*:

Step 4 For each script parameter in your installation, select the appropriate script from the drop-down list.

Step 5 Click Upload. The Upload dialog box appears.

Step 6 In the Upload dialog box:

a. Enter the source filename, or path to the file you want to upload.

Tip Click the Browse button to help you find the directory with the file you want to upload.

b. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the script.

c. Click the box to overwrite the destination file, if the file already exists.

d. Click Upload to save your settings. You can also manage scripts using System > Scripts. See Configuring System Scripts Using Editor Express .

Step 7 Click Add in the IVR Applications window to save your settings.

Deleting a Script

Use this procedure to delete a script.

Step 1 Choose IVR > IVR Applications. The IVR Applications window appears.

Step 2 Check the box of the file to delete from list and click Delete.

Step 3 Click Ok or Cancel to complete the task.

Configuring HTTP Triggers

Perform the following tasks from the IVR HTTP Triggers window:

• Adding HTTP Triggers
• Deleting HTTP Triggers
• Editing HTTP Triggers
• Viewing HTTP Triggers

Adding HTTP Triggers

Use this procedure to add IVR HTTP triggers.

Step 1 Choose IVR > HTTP Triggers. The IVR HTTP Triggers window appears.

Step 2 Click Add. The Add an HTTP Trigger window appears.

Step 3 Choose an application from the drop-down list. The list of applications, generated dynamically, depends on your installation.

Step 4 Enter the URL. Use the format, http://:8080/<suffix>

Step 5 Enter the Maximum Sessions.

Step 6 Choose Yes or No to indicate whether you would like this HTTP trigger to be enabled.

Step 7 Select the language.

Step 8 Click Add to save your settings.

Deleting HTTP Triggers

Use this procedure to delete an HTTP trigger.

Step 1 Choose IVR > HTTP Triggers.

Step 2 Click in the box next to the trigger that you want to delete.

Step 3 Click Delete from the menu at the top of the screen.

Step 4 Click Ok to delete the file.

Editing HTTP Triggers

Use this procedure to edit an HTTP trigger.

Step 1 To edit an HTTP trigger, go to the IVR > HTTP Triggers window.

Step 2 Click the HTTP trigger name. The selected HTTP trigger profile window opens.

Step 3 Edit the Application, Maximum Sessions, and Language fields as needed.

Step 4 Click Yes or No whether you want this HTTP trigger to be configured.

Step 5 Click Apply to save your settings.

Viewing HTTP Triggers

Use this procedure to view a list of configured HTTP triggers.

Step 1 Choose IVR > HTTP Triggers. The IVR HTTP Triggers window appears and contains a list of HTTP triggers and the following fields for each HTTP trigger.

• Name—Name of the application suffix.
• Application—Name of the application.
• Enabled—Whether the auto attendant is enabled.
• Maximum Sessions
• Language

Configuring VoiceXML Applications

Perform the following tasks from the IVR VXML Applications window:

• Adding VoiceXML Applications
• Deleting VoiceXML Applications
• Starting VoiceXML Applications
• Stopping VoiceXML Applications
• Restarting VoiceXML Applications

Adding VoiceXML Applications

Use these procedures to add VoiceXML applications.

Step 1 Choose IVR > VXML Applications. If no VXML applications are configured, you must configure a new file.

Step 2 Click Deploy to add a new VXML application file. The Upload window appears.

Note The following steps are required.

Step 3 In the Upload window, enter the source filename.

Tip You can search for a file on your hard drive by clicking the Browse button.

Step 4 Enter the name for your source file.

Step 5 Click Upload to save your settings.

Deleting VoiceXML Applications

Use this procedure to delete VXML applications.

Step 1 Choose IVR > VXML Applications.

Step 2 Click the box to select the application to delete.

Step 3 Click Delete. The system asks if you are sure that you want to delete the application.

Step 4 Click Ok or Cancel to complete the task.

Starting VoiceXML Applications

Use this procedure to start VXML applications.

Step 1 Choose IVR > VXML Applications.

Step 2 Click the box to select the application you want to start.

Step 3 Click Start. The status of the selected application appears in the Status field.

Stopping VoiceXML Applications

Use this procedure to stop VXML applications.

Step 1 Choose IVR > VXML Applications.

Step 2 Click the box to select the application that you want to stop.

Step 3 Click Stop. The status of the selected application appears in the Status field.

Restarting VoiceXML Applications

Use this procedure to restart VXML applications.

Step 1 Choose IVR > VXML Applications.

Step 2 Click the box to select the application to restart.

Step 3 Click Restart. The status of the selected application appears in the Status field.

Configuring the Enterprise Database Subsystem

Perform the following tasks from the IVR Enterprise Data Subsystem window:

• Adding a Database (DB) Profile
• Adding and Deleting Optional Database Driver Parameters

Adding a Database (DB) Profile

Use this procedure to add a database profile.

Step 1 Choose IVR > Enterprise Database Subsystem. If no database profiles are found, you must add a new profile.

Step 2 Click Add to add a new profile. The Add DB Profile window appears.

Step 3 In the Add DB Profile window, enter the name of the profile.

Step 4 Enter the profile description.

Step 5 Enter the hostname. You can enter any valid hostname or IP address.

Step 6 Enter the port number.

Step 7 Enter the database type. Choose one of the following from the drop-down menu:

• IBM DB2
• Microsoft SQL or MSDE (default)
• Oracle
• Sybase

Step 8 Enter the database name.

Step 9 Enter your username.

Step 10 Enter your password.

Step 11 Enter the number of maximum connections.

Step 12 Click Add to save your changes. The Enabled box is checked default.

Adding and Deleting Optional Database Driver Parameters

Use this optional procedure to add or delete database driver parameters.

Step 1 Choose IVR > Enterprise Database Subsystem.

Step 2 Click Add. The Add DB Profile window appears.

Step 3 In the Add DB Profile window, enter the name of the database driver parameter in the Name field.

Step 4 Enter the value of the database driver parameter in the Value field.

Step 5 Click Add More if you would like to add more driver parameters. Additional blank fields appear. Repeat Step 3 and Step 4.

Step 6 Delete driver parameters by checking the box next to the parameter in the list and clicking Delete.

Step 7 Click Add to save your changes.

Configuring the IVR E-Mail Subsystem

Use this procedure to configure your IVR e-mail subsystem.

Step 1 Choose IVR > E-mail Subsystem.

Step 2 Enter the default “From” e-mail address. Default is localhost@localdomain.com. When Cisco Unity Express sends an e-mail it uses that e-mail as its own e-mail ID. Use any standard e-mail address.

Step 3 Click Apply to save your settings.

Managing IVR Documents

You can manage the following IVR document types from the IVR Document Management window:

• Templates—Plain text documents that have a “.txt” extension.
• TIFF Images—Image files typically used for fax that have a “.tif” or “.tiff” extension.
• Generic Files—Any document in any format, even plain text and TIFF files (for example, PDF, GIF, and BMP).

Perform the following tasks from the IVR Document Management window:

• Configuring IVR Templates
• Configuring IVR TIFF Images
• Configuring IVR Generic Files

Configuring IVR Templates

Use this procedure to configure IVR templates.

Step 1 Choose IVR > Document Management > Templates. If no documents are found, you must upload a new document.

Step 2 Click Upload. The Upload dialog box appears.

Step 3 In the Upload dialog box:

a. Select the language.

a. Enter the source filename, or path to the file you want to upload.

Tip Click the Browse button to help you find the directory with the file you want to upload.

b. Enter the destination filename. Enter the same filename as shown in the Source File name field or a new filename for the template.

c. Click the box to overwrite the destination file, if the file already exists.

d. Click Upload to save your settings.

Step 4 Click Ok to save your changes.

Configuring IVR TIFF Images

Use this procedure to configure IVR TIFF images.

Step 1 Choose IVR > Document Management > TIFF Images. If no documents are found, you must upload a new document.

Step 2 Click Upload. The Upload dialog box appears.

Step 3 In the Upload dialog box, perform the following tasks:

a. Select the language from the drop-down list.

a. Enter the source filename, or path to the file you want to upload.

Tip Click the Browse button to help you find the directory with the file you want to upload.

b. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the image.

c. Click the box to overwrite the destination file, if the file already exists.

d. Click Upload to save your settings.

Step 4 Click Ok to save your changes.

Configuring IVR Generic Files

Use this procedure to configure IVR generic files.

Step 1 Choose IVR > Document Management > Generic Files. If no documents are found, you must upload a new document.

Step 2 Click Upload. The Upload dialog box appears.

Step 3 In the Upload dialog box, perform the following tasks:

a. Select the language from the drop-down list.

b. Enter the source filename, or path to the file you want to upload.

Tip Click the Browse button to help you find the directory with the file you want to upload.

c. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the file.

d. Click the box to overwrite the destination file, if the file already exists.

e. Click Upload to save your settings.

Step 4 Click Ok to save your changes.