Script Step Reference Information
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Script Step Reference Information
Creating a Concatenated Prompt
Script Step Reference Information
This chapter lists all the steps available for use in creating scripts. These steps are accessed using the palette pane (see Using the Palette Pane). This chapter includes the following sections:
General Steps
The steps in the General palette of the Cisco Unity Express Script Editor provide basic programming functionality for scripting.
The General palette contains the following steps:
•
End
•
•
•
Figure 42 shows the steps in the General palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 42 General Palette Steps
Annotate
Use the Annotate step to enter comments that explain the function of a script segment.
Figure 43 shows the customizer window for the Annotate step.
Figure 43 Annotate Customizer Window
To annotate a script, enter your comments in the Enter Comments field and click OK.
The Annotate customizer window closes and the first words of your annotation appear next to the Annotate icon in the Design pane of the Cisco Unity Express Script Editor.
This step has no effect on script logic.
Business Hours
Use the Business Hours step to determine if the business is open at the specified date and time. This step can be used to play a "Business is closed" prompt if the system receives a call during business- closed hours.
The Business Hours step automatically adds two output branches:
•
•
For more information about configuring business schedules, see the Cisco Unity Express CLI Administrator Guide or the Cisco Unity Express GUI Administrator Guide for your system.
Figure 44 shows the customizer window for the Business Hours step.
Figure 44 Business Hours Customizer Window
Table 12 describes the fields of the Business Hours customizer window.
Follow these steps to configure the business hours criteria:
Step 1
Step 2
•
•
Step 3
•
•
Step 4
The Business Hours customizer window closes. The name of the Schedule variable appears next to the Business Hours step icon in the Design pane of the Cisco Unity Express Script Editor.
Call Subflow
Use the Call Subflow step to execute a subflow, which is analogous to a subroutine or module in structured programming.
Use the Cisco Unity Express Script Editor to create the subflow as an independent script that you can reuse in other scripts. Subflows can be nested; that is, you can call subflows from within scripts that are themselves used as subflows.
During run time, if an exception occurs within a subflow and you do not handle the exception within the subflow, the exception is available to the parent script for processing. For more information about exceptions, see the "On Exception Goto" section.
The Call Subflow customizer window contains two tabs:
General Tab
Use the General tab of the Call Subflow customizer window, shown in Figure 45, to specify the filename of the subflow you want to call.
Figure 45 Call Subflow Customizer Window—General Tab
Table 13 describes the fields of the General tab.
Follow these steps to use the General tab of the Call Subflow customizer window to call a subflow:
Step 1
The General tab of the Call Subflow customizer window appears.
Step 2
Step 3
Step 4
Step 5
Parameter Mapping Tab
Use the Parameter Mapping tab of the Call Subflow customizer window, shown in Figure 46, to map variables or expressions from the main script to variables in the subflow you specified in the General tab of the Call Subflow customizer window.
Note
You can map variables only to variables of the same type. For example, you can map a string variable in the main script only to a string variable in the subflow.
You can pass in any valid expression; for example, "4" or an expression such as "counter + 3".
When the script calls a subflow, the subflow has access to the variables from the main script that you specify on the Parameter Mapping tab. If the subflow changes the value of a mapped variable, that change carries over to the main script when the subflow returns control to the main script.
Figure 46 Call Subflow Customizer Window—Parameter Mapping Tab
Table 14 describes the fields of the Parameter Mapping tab.
Follow these steps to map variables or expressions:
Step 1
The Parameter tab of the Call Subflow customizer window appears.
Step 2
The Parameter Mapping dialog box appears, as shown in Figure 47.
Figure 47 Parameter Mapping Dialog Box
Step 3
Step 4
Step 5
The Parameter Mapping dialog box closes. The name and type of the variable you entered in the To Variable text field appear in the list box of the Call Subflow window.
Step 6
The Call Subflow customizer window closes. The script name you specified in the General tab appears next to the Call Subflow step icon in the Design pane of the Cisco Unity Express Script Editor.
Day of Week
Use the Day of Week step to direct the script to different connection output branches depending on the current day of the week.
When the Cisco Unity Express system clock matches one of the days associated with a connection, the script executes any steps that you configured for that day's connection branch.
Configure all days with output branches and assign each day its own connection(s). If a day is not assigned to at least one output branch, the Cisco Unity Express Script Editor displays a warning dialog box when you close the Day of Week customizer window.
Figure 48 shows the customizer window for the Day of Week step.
Figure 48 Day of Week Customizer Window
Table 15 describes the fields of the Day of Week customizer window.
Table 15 Day of Week Customizer Window Fields
Connections
Output branches that execute depending on a specified day of week.
Days
Days of the week for each connection branch.
Follow these steps to add a connection output branch and associate it with days of the week:
Step 1
The Add Connection Name dialog box appears. (See Figure 49.)
Figure 49 Add Connection Name Dialog Box
Step 2
The Add Connection Name dialog box closes, and the name of the new connection appears in the Connections list box of the Day of Week customizer window.
Step 3
Note
Step 4
The Day of Week customizer window closes.
Decrement
Use the Decrement step to decrease the value of a chosen Integer variable by one. This step is a specialized version of the Set step of the General palette, which you use to assign any value to a variable.
Figure 50 shows the customizer window for the Decrement step.
Figure 50 Decrement Customizer Window
To decrease the chosen Integer variable by one, choose the desired variable from the Variable drop-down menu and click OK.
The Decrement customizer window closes. The variable appears next to the Decrement step icon in the Design pane of the Cisco Unity Express Script Editor.
Delay
Use the Delay step to pause the processing of a script for a specified number of seconds.
Figure 51 shows the customizer window for the Delay step.
Figure 51 Delay Customizer Window
Table 16 describes the fields of the Delay customizer window.
Follow these steps to specify a script processing delay:
Step 1
Step 2
Step 3
The Delay customizer window closes. Either the number of seconds or the name of the variable appears next to the Delay step of the Design pane of the Cisco Unity Express Script Editor.
End
Use the End step at the end of a script to complete processing and free all allocated resources.
You can also use the End step at the end of a branch of logic in a script. Any call still active by the time this step is executed will automatically be processed by the system default logic.
This step has no properties and does not require a customizer.
Goto
Use the Goto step to cause the script logic to branch to a specified Label step within the script.
Note
Figure 52 shows the customizer window for the Goto step.
Figure 52 Goto Customizer Window
To cause the script logic to branch to a specific Label step, choose that Label step from the Select a Label drop-down menu and click OK.
The Goto customizer window closes. The label name appears next to the Goto step icon in the Design pane of the Cisco Unity Express Script Editor.
If
Use the If step to cause the script to go to one of two branches based on the evaluation of a specified Boolean expression.
The If step automatically adds two output branches, True and False:
•
•
Figure 53 shows the customizer window for the If step.
Figure 53 If Customizer Window
To create True and False output branches, either enter an expression in the text field or click the Expression Editor (...) button to enter an expression and click OK.
The If customizer window closes. The expression appears next to the If step icon in the Design pane of the Cisco Unity Express Script Editor.
Increment
Use the Increment step to increase the value of a chosen Integer variable by one. This step is a specialized version of the Set step of the General palette, which you use to assign any value to a variable.
Figure 54 shows the customizer window for the Increment step.
Figure 54 Increment Customizer Window
To increase the value of a specific Integer variable by one, choose that Integer type variable from the Variable drop-down menu and click OK.
The Increment customizer window closes. The variable appears next to the Increment step icon in the Design pane of the Cisco Unity Express Script Editor.
Is Holiday
Use the Is Holiday step to determine if the current day is a holiday. This step can be used to play a "Business closed for the holiday" prompt if the system receives a call on a holiday.
The Is Holiday step automatically adds two output branches:
•
•
When the step executes, the system compares the specified date with the list of holidays. If the specified date is a holiday, the True branch executes. If the specified date is not a holiday, the False branch executes.
For more information about configuring holiday schedules, see the Cisco Unity Express CLI Administrator Guide or the Cisco Unity Express GUI Administrator Guide for your system.
Figure 55 shows the customizer window for the Is Holiday step.
Figure 55 Is Holiday Customizer Window
The Date field contains the date variable that the system uses to check for holidays.
Follow these steps to configure the date:
Step 1
•
•
Step 2
The Is Holiday customizer window closes. The name of the Date variable appears next to the Is Holiday step icon in the Design pane of the Cisco Unity Express Script Editor.
Label
Use the Label step to insert a label into a script to serve as a target for a Goto step within the same script.
Figure 56 shows the customizer window for the Label step.
Figure 56 Label Customizer Window
To insert a label into a script, enter a name in the Enter Label Name text field, and then click OK.
The Label customizer window closes. The Label name appears next to the Label step icon in the Design pane of the Cisco Unity Express Script Editor.
On Exception Clear
Use the On Exception Clear step to remove an exception set by a previous On Exception Goto step.
Typically, this step is used in the following sequence:
1.
2.
3.
You may also use this step when you no longer need to handle the selected exception within the script.
Figure 57 shows the customizer window for the On Exception Clear step.
Figure 57 On Exception Clear Customizer Window
To clear an exception, select the specific exception from the list box and click OK.
The On Exception Clear customizer window closes. The exception being cleared appears next to the On Exception Clear step icon in the Design pane of the Cisco Unity Express Script Editor.
On Exception Goto
Use the On Exception Goto step to catch problems that may occur during script execution and allow a graceful exit from the situation.
You can include any script steps in the Exception Flow branch that you want to use to respond to the exception.
If you are using subflows and the subflow does not handle an exception, the exception is returned to the script and the script can respond to it.
Figure 58 shows the customizer window for the On Exception Goto step.
Figure 58 On Exception Goto Customizer Window
Table 17 describes the fields of the On Exception Goto customizer window.
Follow these steps to create a response to an exception:
Step 1
Step 2
Step 3
Step 4
The On Exception Goto customizer window closes. The information you selected appears next to the On Exception Goto step icon in the Design pane of the Cisco Unity Express Script Editor.
Set
Use the Set step to change the value of a variable.
The Set step supports type casting (with possible loss of precision) from any Number data type (Integer, Float, Long, Double, BigInteger, BigDecimal) to any other Number data type.
You can also use the Set step to convert a String variable to any Number data type. For String conversions, the system replaces all "*" characters with a decimal point (".") before performing the conversion.
Figure 59 shows the customizer window for the Set step.
Figure 59 Set Customizer Window
Table 18 describes the fields of the Set customizer window.
Follow these steps to set the value for a variable:
Step 1
The Type field automatically displays the type of the variable you chose.
Step 2
Step 3
The Set customizer window closes. The information you entered appears next to the Set step icon in the Design pane of the Cisco Unity Express Script Editor.
Start
The Cisco Unity Express Script Editor automatically adds the Start step when you create a new script by choosing File > New.
This step has no properties and does not require a customizer. It is not shown in any palette.
Switch
Use the Switch step to cause the program logic to branch to one of a number of cases based on the evaluation of a specified expression.
A case is a method for providing script logic based on the value of a variable at a point in time. You can assign one case for each value. The Switch step lets you define any number of case output branches. You can then create a separate script logic for each branch.
The Switch step supports switching based on the following variables:
•
•
The type of switching is automatically determined by the type of the specified expression.
If the integer or string expression you specify for a case is equal to the global expression defined in the Switch Expression field, the script executes the steps configured for that case output branch.
The Default branch of the step allows you to handle cases where none of the branches matches the expression.
Figure 60 shows the customizer window for the Switch step.
Figure 60 Switch Customizer Window
Table 19 describes the fields of the Switch customizer window.
Follow these steps to create script logic for one or more cases:
Step 1
Step 2
The Switch Case and Label dialog box appears, as shown in Figure 61.
Figure 61 Switch Case and Label Dialog Box
Step 3
The script will branch to this Label when the variable equals the value specified in the Case field.
Step 4
The Switch Case and Label dialog box closes.
Step 5
The Switch customizer window closes. The information you entered appears next to the Switch step icon in the Design pane of the Cisco Unity Express Script Editor.
Time of Day
Use the Time of Day step to cause the script to branch to different connection branches depending on the current time of day.
When the Cisco Unity Express system clock indicates that the time of day matches the time associated with a connection, the script executes any steps configured for that output branch.
Associate each output branch with a specified range of time.
During run time, if the current time falls out of the configured time range, the script follows the Rest output branch of the Time of Day step.
Figure 62 shows the customizer window for the Time of Day step.
Figure 62 Time of Day Customizer Window
Table 20 describes the fields of the Time of Day customizer window.
Table 20 Time of Day Customer Window Fields
Connections
Output branches that execute depending on specified time of day
Time Ranges
Time ranges for each connection branch
Follow these steps to add a new connection and specify a range of hours for that connection:
Step 1
The Add Connection Name dialog box appears as shown in Figure 63.
Figure 63 Add Connection Name Dialog Box
Step 2
The Add Connection dialog box closes. The name of the new connection appears in the Connections text box of the Day of Week customizer window.
Step 3
The Add Range of Hours dialog box appears as shown in See Figure 64.
Figure 64 Add Range of Hours Dialog Box
Step 4
Step 5
Step 6
The Add Range of Hours dialog box closes.
Step 7
The Time of Day customizer window closes.
Contact Steps
The steps in the Contact palette of the Cisco Unity Express Script Editor provide designers with a way to control contacts.
A contact represents one form of connection, such as a telephone call, with a remote user. Scripts use contacts to track connections through the system. The contact is established when the connection is made. The contact lasts until the connection is terminated, for example, when the script transfers or disconnects a telephone call.
Configure each step that acts on contacts to accept the implicit contact (by choosing the
"-- Triggering Contact --" default) or to use a variable that can hold the handle to this contact. Use the Set Contact Info step of the Contact palette to mark the contact as Handled, which is important for reporting purposes.The Contact palette contains the following steps:
Figure 65 shows the steps in the Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 65 Contact Palette Steps
Accept
Use the Accept step to accept a particular contact.
After the Start step, the Accept step is normally the first step in a Cisco Unity Express script, triggered by an incoming contact.
The caller hears ringing until the script reaches this step.
Figure 66 shows the customizer window for the Accept step.
Figure 66 Accept Customizer Window
Table 21 describes the field of the Accept customizer window.
Table 21 Accept Customizer Window Field
Contact
Contact variable.
Default is Triggering Contact, unless another contact is defined.
To configure the Accept step, click the Contact drop-down arrow to choose a contact and click OK.
The Accept customizer window closes. The name of the Contact variable appears next to the Accept step icon in the Design pane of the Cisco Unity Express Script Editor.
Get Contact Info
Use the Get Contact Info step to extract information from a particular type of object and store it in script variables so that this contact information is available to subsequent steps in the script.
Figure 67 shows the customizer window for the Get Contact Info step.
Figure 67 Get Contact Info Customizer Window
Table 22 describes the fields of the Get Contact Info customizer window.
Table 23 describes the information that the Get Contact Info step makes available to other steps in the script.
Follow these steps to get contact information:
Step 1
Step 2
The Get Contact Type dialog box appears, as shown in Figure 68.
Figure 68 Get Contact Type Dialog Box
Step 3
The Get Contact Type dialog box closes. The name of the selected variable appears in the Variable column next to the selected attribute in the Get Contact Info customizer window.
Step 4
The Get Contact Info customizer window closes. The name of the selected Contact variable appears next to the Get Contact Info step icon in the Design pane of the Cisco Unity Express Script Editor.
Set Contact Info
Use the Set Contact Info step to modify the context information associated with a contact.
The Set Contact Info step often follows a Redirect step in the script to mark the contact as Handled.
A contact can be marked Handled only while it is active. Once a contact becomes inactive (for example, after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled; otherwise the mark will have no effect in reporting.
Note
Figure 69 shows the customizer window for the Set Contact Info step.
Figure 69 Set Contact Info Customizer Window
Table 24 describes the fields of the Set Contact Info customizer window.
Table 25 describes the attribute information provided in the customizer window of the Set Contact Info step.
Follow these steps to modify the context information associated with a contact:
Step 1
Step 2
An X appears in the Value column next to the Handled attribute.
Step 3
The Set Contact Info customizer window closes,. The name of the selected Contact variable appears next to the Set Contact Info step icon in the Design pane of the Cisco Unity Express Script Editor.
Terminate
Use the Terminate step to disconnect the call.
Figure 70 shows the customizer window for the Terminate step.
Figure 70 Terminate Customizer Window
Table 26 describes the field of the Terminate customizer window.
Table 26 Terminate Customizer Window Field
Contact
Contact variable that you want terminated.
Default is Triggering Contact, unless another contact is defined.
To terminate a contact, click the Contact drop-down arrow to choose the contact that you want to terminate and click OK.
The Terminate customizer window closes. The name of the selected Contact variable appears next to the Terminate step icon in the Design pane of the Cisco Unity Express Script Editor.
Call Contact Steps
The steps in the Call Contact palette of the Cisco Unity Express Script Editor provide script designers with a way to manage calls.
The Call Contact palette contains the following steps:
Figure 65 shows the steps in the Call Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 71 Call Contact Palette Steps
Call Redirect
Use the Call Redirect step to redirect a call to another extension.
The Call Redirect step is often used in applications to transfer a call after a desired extension has been specified.
The Call Redirect step produces four output branches:
•
•
•
•
Configure script steps after each of the four branches to handle the possible outcomes of a redirected call.
Figure 72 shows the customizer window for the Call Redirect step.
Figure 72 Call Redirect Customizer Window
Table 27 describes the fields of the Call Redirect customizer window.
Table 27 Call Redirect Customizer Window Fields
Call Contact
Contact that you want to redirect.
Default is Triggering Contact, unless another contact is defined.
Extension
Variable that holds the extension where the call is to be redirected.
(See Table 28 for supported extensions.)
Reset CTI Called Address
If Yes, the script resets the original destination of the call to the redirected destination.
If No, the script preserves the original call destination even after the Call Redirect step executes. The information associated with the call gives no indication that the Route point or CTI port was ever involved with the call.
Default is Yes. Set this field according to the requirements of the redirected destination.
Table 28 describes the extensions supported by the Call Redirect step.
Table 28 Call Redirect—Supported Extensions
Extensions starting with "#" or "*"
Extensions that trigger a network take-back and transfer where the specified string is outpulsed as is. The redirect is successful if a hang-up event occurs within a maximum of 5 seconds.
Note
Extensions ending with ".wav"
Extensions that trigger a network announcement type of redirect. The system simulates a ring-back tone, plays back the specified .wav file 4 times, and finally simulates a fastbusy tone.
The redirect is successful if at any time the caller hangs up or the end of the fastbusy tone is reached, at which point the call is disconnected.
Extensions equal to "PROBLEMS"
Extensions that trigger a network announcement type of redirect with a system problem announcement.
The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.
Extensions equal to "BUSY", "RNA"1 , "FASTBUSY" or "DIALTONE"
The specified audio treatment is generated before the call is disconnected.
The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.
1 RNA = Ring No Answer
Follow these steps to redirect a call:
Step 1
Step 2
Step 3
•
•
Step 4
The Call Redirect customizer window closes, and the names of the selected Call Contact and extension variables appear next to the Call Redirect step icon in the Design pane of the Cisco Unity Express Script Editor.
Get Call Contact Info
Use the Get Call Contact Info step to access call-specific information and to store values in specified variables.
You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, you can use this step with a Call Redirect step to transfer a call to another extension, or you can use this step with a Play Prompt step to play a voice prompt.
Figure 73 shows the customizer window for the Get Call Contact Info step.
Figure 73 Get Call Contact Info Customizer Window
Table 29 describes the fields of the Get Call Contact Info customizer window.
Table 29 Get Call Contact Info Customizer Window Fields
Call Contact
Contact for which you want to get information.
Default is Triggering Contact, unless another contact is defined.
Calling Number
Variable that stores the number of the originator of the call.
Called Number
Variable that stores the number called by the calling party.
Arrival Type
Variable that holds the arrival type of the call.
(See Table 30 for supported arrival types.)
Last Redirected Number
The number from which the last call diversion or transfer was invoked.
This is the number at which the call was placed immediately before the current number.
Original Called Number
Number called from the perspective of the called party.
Table 30 describes the arrival types of the Get Call Contact Info step.
Follow these steps to access call-specific information:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
The Get Call Contact Info customizer window closes. The name of the selected Call Contact variable appears next to the Get Call Contact Info step icon in the Design pane of the Cisco Unity Express Script Editor.
Media Steps
The steps in the Media palette of the Cisco Unity Express Script Editor provide script designers with a way to process media interactions with callers.
Media interactions can include playing prompts and acquiring Dual Tone Multi-Frequency (DTMF) input.
The Media palette contains the following steps:
•
Figure 65 shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 74 Media Palette Steps
Note
Explicit Confirmation
Use the Explicit Confirmation step to confirm an explicit response to a prompt.
The Explicit Confirmation step is defined with a default grammar that accepts 1 for yes and 2 for no.
The customizer window of the Explicit Confirmation step contains three tabs:
General
Use the General tab of the Explicit Confirmation customizer window, as shown in Figure 75, to select the contact on which to perform the confirmation and to set the Interruptible option.
Figure 75 Explicit Confirmation Customizer Window—General Tab
Table 31 describes the fields of the General tab.
Follow these steps to specify the contact that triggers the execution of the Explicit Confirmation step:
Step 1
Step 2
•
•
Step 3
Continue with "Prompts" to configure the Prompts tab of the Explicit Confirmation customizer window.
Prompts
Use the Prompts tab of the Explicit Confirmation customizer window, as shown in Figure 76, to specify initial, error, and timeout prompts and to set Barge In and Continue On Prompt Errors options.
Figure 76 Explicit Confirmation Customizer Window—Prompts Tab
Table 32 describes the fields of the Prompts tab.
Follow these steps to specify prompts and prompt status:
Step 1
•
•
•
Step 2
•
•
•
Step 3
•
•
•
Step 4
•
•
Step 5
•
•
Step 6
Continue with "Input" to configure the Input tab of the Explicit Confirmation customizer window.
Input
Use the Input tab of the Explicit Confirmation customizer window, as shown in Figure 77, to set timeout duration, maximum number of retries, and Flush Input Buffer options.
Figure 77 Explicit Confirmation Customizer Window—Input Tab
Table 33 describes the fields of the Input tab.
Follow these steps to specify the values of various types of input:
Step 1
Step 2
Step 3
•
•
Step 4
•
•
•
Step 5
The Explicit Confirmation customizer window closes. The name of the triggering contact appears next to the Explicit Confirmation step icon in the Design pane of the Cisco Unity Express Script Editor.
Get Digit String
Use the Get Digit String step to capture a DTMF digit string from the caller in response to a prompt.
The Get Digit String step waits for input until the caller does one of the following:
•
•
•
•
Note
The Get Digit String step provides three output branches:
•
•
•
Note
The customizer window of the Get Digit String step contains four tabs:
General
Use the General tab of the Get Digit String step, as shown in Figure 78, to choose the contact, specify the variable that will store the digit string, and specify whether or not the step is interruptible by external events.
Figure 78 Get Digit String Customizer Window—General Tab
Table 34 describes the fields of the General tab.
Follow these steps to specify the contact that triggers the execution of the Get Digit String step:
Step 1
Step 2
•
•
Step 3
Continue with "Prompt" to configure the Prompt tab of the Get Digit String customizer window.
Prompt
Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 79, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.
Figure 79 Get Digit String Customizer Window—Prompt Tab
Table 35 describes the fields of the Prompt tab.
Follow these steps to configure the prompt properties of the Get Digit String step:
Step 1
Step 2
•
•
Step 3
•
•
Step 4
Continue with "Input" to configure the Input tab of the Get Digit String customizer window.
Input
Use the Input tab of the Get Digit String customizer window, as shown in Figure 80, to set conditions for receiving caller input.
Figure 80 Get Digit String Customizer Window—Input Tab
Table 36 describes the fields of the Input tab.
Follow these steps to configure caller input in the Get Digit String customizer window:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
•
•
Step 8
•
•
Step 9
Continue with "Filter" to configure the Filter tab of the Get Digit String customizer window.
Filter
Use the Filter tab of the Get Digit String customizer window, as shown in Figure 81, to specify digits that can be accepted from the caller.
Figure 81 Get Digit String Customizer Window—Filter Tab
Table 37 describes the field of the Filter tab.
To specify the digits you want to accept from the caller, check the desired digit check boxes and click OK.
The Get Digit String customizer window closes. The name of the triggering contact and the result digit string variable appear next to the Get Digit String step icon in the Design pane of the Cisco Unity Express Script Editor.
Implicit Confirmation
Use the Implicit Confirmation step to confirm an action without having to ask a question.
A prompt explaining the action to be taken is played back and the system waits a configured number of seconds for input from the caller. If the caller presses any DTMF digits before the configured timeout, the confirmation is considered to have failed, and an Explicit Confirmation step should be used.
Note
For example, when a valid string of digits is received, a prompt plays the extension that will be dialed, based on the caller's input. The Implicit Confirmation step is configured in this example to give the caller two seconds after hearing the prompt to decline confirmation before timeout.
Under the No output branch of the Implicit Confirmation step, an If step tracks the number of times the confirmation is attempted before the script moves to a subsequent step.
If the extension played back to the caller is accurate and the caller makes no effort to stop the operation, the Yes output branch executes and a Call Redirect step attempts to connect the caller to the desired extension.
Figure 82 shows the customizer window for the Implicit Confirmation step.
Figure 82 Implicit Confirmation Customizer Window
Table 38 describes the fields of the Implicit Confirmation customizer window.
Follow these steps to configure the Implicit Confirmation contact information:
Step 1
Step 2
Step 3
The usual value is 2 seconds.
Step 4
•
•
Step 5
•
•
Step 6
The Implicit Confirmation customizer window closes. The name of the triggering contact appears next to the Implicit Confirmation step icon in the Design pane of the Cisco Unity Express Script Editor.
Menu
Use the Menu step to provide a menu from which callers can choose a series of options. The Menu step receives a single digit entered by a caller and maps this entry to a series of option output branches. The system executes the steps that you add after each of these option output branches.
Note
Although the Menu step combines the functionality of a Get Digit String step and a Switch step, it allows the caller to enter only one digit.
By default, the Menu step has the following output branches:
•
•
•
•
•
You can add more output branches in the General tab of the Menu customizer window.
The Menu step retries for either a timeout or an invalid digit entry (a digit that is not associated with any connections). If the maximum number of retries is reached, the Menu step follows either the Timeout or Unsuccessful connection, depending on the reason for the latest failure.
The customizer window of the Menu step contains three tabs:
General
Use the General tab of the Menu customizer window, as shown in Figure 83, to associate digits (typically entered by the caller from a telephone keypad) with an output branch label.
You can associate multiple inputs with a single output branch label, but you can associate only one output branch label with a given input.
Figure 83 Menu Customizer Window—General Tab
Table 39 describes the fields of the General tab.
Follow these steps to configure General options for the Menu step:
Step 1
Step 2
Step 3
The Add New Output Option Name dialog box appears, as shown in Figure 84.
Figure 84 Add New Output Option Name Dialog Box
Step 4
The Add New Output Option Name dialog box closes. The new option appears in the Options list box.
(To modify an existing option, select the option you want to modify in the Option list box, and then click Modify. The Rename Output Option dialog box appears, which contains the same field as the Add New Output Option Name dialog box and is configured in the same way.)
Step 5
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Step 6
Continue with "Prompt" to configure the Prompt tab of the Menu customizer window.
Prompt
Use the Prompt tab of the Menu customizer window, as shown in Figure 85, to choose the prompt to be played back and to set the Barge In and Continue on Prompt Errors options.
Figure 85 Menu Customizer Window—Prompt Tab
Table 40 describes the fields of the Prompt tab.
Follow these steps to configure the Prompt options for the Menu step:
Step 1
Step 2
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Step 3
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Step 4
Continue with "Input" to configure the Input tab of the Menu customizer window.
Input
Use the Input tab of the Menu customizer window, as shown in Figure 86, to set the timeout setting, maximum number of retries, and Flush Input Buffer options.
Figure 86 Menu Customizer Window—Input Tab
Table 41 describes the fields of the Input tab.
Follow these steps to configure the Input fields of the Menu customizer window:
Step 1
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Step 2
Step 3
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Step 4
The Menu customizer window closes. The name of the triggering contact and the name of the prompt variable appear in the Design pane of the Cisco Unity Express Script Editor.
Name To User
The Name To User step is typically used to prompt a caller for the name of the person being called (using DTMF), and then to compare the name entered by the caller with names stored in a directory. The Name To User step is often used in a script to automatically transfer a caller to the extension of the person being called.
Another useful function of the Name To User step is to assign a value to a variable that can later be queried using the Get User Info step to retrieve information such as the extension, e-mail address, and spoken name of the user selected by the caller.
Note
The Name To User step receives DTMF input from a caller, using the following numeric keypad mapping:
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Using the information from this step, the script creates a subsequent prompt that plays the prerecorded name of the user selected by the caller if it exists. If no recording exists, the script will spell the user's name.
Note
The Name To User step produces the following output branches:
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Note
The customizer window of the Name To User step contains three tabs:
General
Use the General tab, as shown in Figure 87, to specify the Result User variable and to set other properties for the Name To User step.
Figure 87 Name To User Customizer Window—General Tab
Table 42 describes the fields of the General tab.
Follow these steps to configure the General fields of the Name To User step:
Step 1
Step 2
Step 3
Step 4
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Step 5
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Step 6
Continue with "Prompt" to configure the Prompt tab of the Name To User customizer window.
Prompt
Use the Prompt tab, as shown inFigure 88, to specify prompts to be played back by the Name To User step and to set the Barge In and Continue on Prompt Errors options.
Figure 88 Name To User Customizer Window—Prompt Tab
Table 43 describes the fields of the Prompt tab.
Follow these step to configure the Prompt fields of the Name To User customizer window:
Step 1
If you choose Customized Prompt, the List of Prompts text field becomes active. In the List of Prompts text field, do one of the following:
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Step 2
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Step 3
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Step 4
Continue with "Input" to configure the Input tab of the Name To User customizer window.
Input
Use the Input tab, as shown in Figure 89, to configure various input properties for the Name To User step.
Figure 89 Name To User Customizer Window—Input Tab
Table 44 describes the fields of the Input tab.
Follow these steps to configure the Input properties Name To User customizer window:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
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Step 8
The Name To User customizer window closes. The name of the triggering contact and the name of the result user variable appear in the Design pane of the Cisco Unity Express Script Editor.
Play Prompt
Use the Play Prompt step to play back specified prompts to the caller.
Note
The customizer window of the Play Prompt step contains three tabs:
General
Use the General tab, as shown in Figure 90, to identify the contact and to set the Interruptible option.
Figure 90 Play Prompt Customizer Window—General Tab
Table 45 describes the fields of the General tab.
Follow these steps to configure the General contact fields of the Play Prompt step:
Step 1
Step 2
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Step 3
Continue with "Prompt" to configure the Prompt tab of the Play Prompt customizer window.
Prompt
Use the Prompt tab of the Play Prompt customizer window, as shown in Figure 91, to specify the prompt to be played back, and to set the Barge In and Continue on Prompt Errors options.
Figure 91 Play Prompt Customizer Window—Prompt Tab
Table 46 describes the fields of the Prompt tab.
Follow these steps to configure the Prompt properties of the Play Prompt customizer window:
Step 1
Step 2
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Step 3
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Step 4
Continue with "Input" to configure the Input tab of the Play Prompt customizer window.
Input
Use the Input tab of the Play Prompt step, as shown in Figure 92, to specify whether or not to erase previously entered input before capturing caller input.
Figure 92 Play Prompt Customizer Window—Input Tab
Table 47 describes the field of the Input tab
Follow these steps to configure the Input tab of the Play Prompt customizer window:
Step 1
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Step 2
The Play Prompt customizer window closes. The name of the triggering contact and the name of the prompt variable appears in the Design pane of the Cisco Unity Express Script Editor.
User Steps
The steps in the User palette of the Cisco Unity Express Script Editor provide designers with a way to retrieve user attributes.
The User palette contains the following steps:
Figure 93 shows the steps in the User Steps palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 93 User Palette Steps
Get User Info
Use the Get User Info step, as shown in Figure 94, to make user attributes available to the script.
Figure 94 Get User Info Customizer Window
Table 48 describes the fields of the Get User Info customizer window.
Table 49 describes the attributes that can be retrieved by using the Get User Info step.
Follow these steps to configure the fields in the Get User Info customizer window:
Step 1
Step 2
The Get User dialog box appears, as shown in Figure 95.
Figure 95 Get User Dialog Box
Step 3
click OK.The Get User dialog box closes.
Step 4
The Get User Info customizer window closes,. The name of the user variable appears next to the Get User Info step icon in the Design pane of the Cisco Unity Express Script Editor.
Extension To User
Use the Extension To User step as shown in Figure 96 to find a user based on the extension entered by the caller.
The Extension To User step compares the extension entered by the caller with the extensions stored in a directory. If the system finds a match, it returns the user object with the matched extension. The user object can be used in the Get User Info step to get more information about the user. The Extension To User step can be used in a script to prevent transfers to external numbers.
The Extension To User step automatically adds two output branches:
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Figure 96 Extension To User Customizer Window
Table 50 describes the fields on the Extension To User window.
Follow these steps to configure the extension and user variables:
Step 1
Step 2
Step 3
The Extension To User customizer window closes. The name of the Extension variable appears next to the Extension To User step icon in the Design pane of the Cisco Unity Express Script Editor.
Prompt Steps
The steps in the Prompt palette of the Cisco Unity Express Script Editor provide script designers with a way to create intelligent prompts.
The Prompt palette contains the following steps:
Figure 97 shows the steps in the Prompt palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.
Figure 97 Prompt Palette Steps
Create Conditional Prompt
Use the Create Conditional Prompt step to create a prompt based on the result of evaluating a specified Boolean expression.
The prompts passed are evaluated immediately as prompt objects, but they are not resolved until the time of playback. This means that if the values of any variables entered as part of the expression change between the time this prompt was created and the time the prompt is played back, then the new value of the variable is used to evaluate the conditional expression.
Figure 98 shows the customizer window for the Create Conditional Prompt step.
Figure 98 Create Conditional Prompt Customizer Window
Table 51 describes the fields of the Create Conditional Prompt customizer window.
Follow these steps to configure a conditional prompt in the Create Conditional Prompt customizer window:
Step 1
Step 2
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Step 3
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Step 4
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Step 5
The Create Conditional Prompt customizer window closes. The name of the conditional prompt appears next to the Create Conditional Prompt step icon in the Design pane of the Cisco Unity Express Script Editor.
Create Container Prompt
Use the Create Container Prompt step to combine multiple prompts into one larger prompt. You can create three types of container prompts:
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For example, for a prompt of "Your checking account balance is one hundred and sixty-eight dollars", you can create a concatenated prompt that (1) begins with a user prompt "Your"; (2) continues with a conditional prompt that specifies a condition such as <accountType == "check">, and plays "checking account" if the condition is True or "savings account" if the condition is False; and (3) ends with the balance amount.
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For example, for a prompt that provides the caller with more information as needed, you can create an escalating prompt that, when passed to a media step such as the Get Digit String step, begins by playing the first concise prompt inside the escalating prompt, such as "What is your account number?"
If the step fails to collect the account number due to the caller's failure to provide it, a second prompt plays, such as "Please provide your account number by entering the account number using your touch tone phone followed by the pound key."
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Figure 99 shows the customizer window for the Create Container Prompt step.
Figure 99 Create Container Prompt Customizer Window
Table 52 describes the properties of the Create Container Prompt customizer window.
Creating a Concatenated Prompt
Follow these steps to configure the Create Container Prompt customizer window to create a concatenated prompt:
Step 1
Step 2
Step 3
The Add Prompt dialog box appears, as shown in Figure 100.
Figure 100 Add Prompt Dialog Box
Step 4
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Step 5
The Add Prompt dialog box closes. The name of the prompt variable appears in the Prompts list box in the Create Container Prompt customizer window.
Step 6
Step 7
Step 8
(To modify a prompt that is contained in the concatenated prompt, select the prompt in the Prompts list box and click Modify. The Modify Prompt dialog box appears, which contains the same field as the Add Prompt dialog box and is configured in the same way.)
Step 9
The Create Container Prompt customizer window closes. The name of the concatenated prompt appears next to the Create Container Prompt step icon in the Design pane of the Cisco Unity Express Script Editor.
Creating an Escalating Prompt
Follow these steps to use the Create Container Prompt customizer window to create an escalating prompt:
Step 1
Step 2
Step 3
The Add Prompt dialog box appears, as shown in Figure 100.
Step 4
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Step 5
The Add Prompt dialog box closes. The name of the prompt variable appears in the Prompts list of the Create Container Prompt customizer window.
Step 6
Step 7
Step 8
(To modify a prompt that is contained in the escalating prompt, select the prompt in the Prompts list box, and then click Modify. The Modify Prompt dialog box appears, which contains the same property as the Add Prompt dialog box and is configured in the same way.)
Step 9
The Create Container Prompt customizer window closes. The name of the escalating prompt appears next to the Create Container Prompt step icon in the Design pane of the Cisco Unity Express Script Editor.
Creating a Random Prompt
Follow these steps to use the Create Container Prompt customizer window to create a random prompt:
Step 1
Step 2
When you choose the random prompt, Prompt and Weight columns appear in the Prompts list box, as shown in Figure 101.
Figure 101 Create Container Prompt Customizer Window—Random Prompt
Step 3
The Add Prompt dialog box appears, as shown in Figure 102.
Figure 102 Add Prompt Dialog Box
Step 4
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Step 5
Step 6
The Add Prompt dialog box closes. The name and weight of the prompt variable appears in the Prompts list of the Create Container Prompt customizer window.
Step 7
Step 8
Step 9
Note
Step 10
The Create Container Prompt customizer window closes. The name of the random prompt appears next to the Create Container Prompt step icon in the Design pane of the Cisco Unity Express Script Editor.
Create Generated Prompt
Use the Create Generated Prompt step to create prompt phrases from intermediate variables whose values are dynamically determined based on run-time script information.
For example, you can create the prompt phrase of "account balance is one hundred and sixty-eight dollars" by querying the database of account balances at a particular point in the script and using a currency generator to generate the number.
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Note
Figure 103 shows the customizer window for the Create Generated Prompt step.
Figure 103 Create Generated Prompt Customizer Window
Table 53 describes the fields of the Create Generated Prompt customizer window.
Follow these steps to use the Create Generated Prompt customizer window to generate prompt phrases:
Step 1
Step 2
Step 3
When you choose the constructor type, the constructors automatically appear in the Argument column of the Argument list box.
Step 4
The Define Character dialog box appears, as shown in Figure 104.
Figure 104 Define Character Dialog Box
Step 5
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Step 6
The Define Character dialog box closes. The name of the argument and its value appear in the Argument Information list box of the Create Generated Prompt customizer window.
Step 7
You must define all arguments listed with some value or define them as null; you cannot leave them blank.
Step 8
The Create Generated Prompt customizer window closes. The name of the generated prompt appears next to the Create Generated Prompt step icon in the Design pane of the Cisco Unity Express Script Editor.
Generator Types
The Create Generated Prompt step supports the following generator types:
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Number Generator
The Number generator type supports the following constructors:
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The three parameters are:
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Character Generator
The Character generator type supports the following constructors:
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The two parameters are:
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Spelling Generator
The Spelling generator type supports the following constructors:
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The three parameters are:
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Date Generator
The Date generator type supports the following constructors:
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The five parameters are:
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Time Generator
The Time generator type supports the following constructors:
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The three parameters are:
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Ordinal Generator
The Ordinal generator type supports the following constructors:
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The two parameters are:
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Currency Generator
The Currency generator type supports the following constructors:
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The six parameters are:
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Country Generator
The Country generator type supports only one constructor: (Language language). The parameter "language" is a Language object from which to get the language to be played back. (For example, en_US is played back as "United States English.")
Telephone Number Generator
The Telephone Number generator type supports only one constructor: (String number). The parameter "number" is a String object specifying the telephone number to be played out as a sequence of digits.
The character is replaced with 250 ms of silence if the string contains any of the following characters: " - ( ) . Otherwise, the string is automatically formatted.
Automatic formatting of the string inserts 250 ms of silence between sections of digits. These sections follow the following rule: "XXX-XXX-XXX-XXXX" unless there are exactly five digits in the string, in which case the string is considered to be a single section of five digits.
An "x" character is played back as "Extension." DTMF digits ("ABCD0123456789#*") are played back normally.
A string of the form "*xx" where x is a DTMF digit ("0123456789") is played back as "star xx" (for example,"*53" is played back as "star fifty-three").
Credit Card Number Generator
The Credit Card Number generator type supports only one constructor: (String number). The parameter "number" is a String object specifying the credit card number to be played out as a sequence of digits.
If the specified credit card number includes "-", then it is played as is, replacing the "-" character with 250 ms of silence; otherwise the number is automatically separated into sections of four digits and played back with 250 ms of silence inserted between sections.
Credit Card Expiration Date Generator
The Credit Card Expiration Date generator type supports the following constructors:
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The parameters are identical to the following Generated Date constructors:
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