Cisco Unity Express Guide to Writing and Editing Scripts for 7.0 and Later Versions

Script Editor Step Reference

This chapter lists all the steps available for use in creating auto attendant (AA) scripts and Interactive Voice Response (IVR) scripts. As indicated, some of the steps are for IVR scripts only. All of the steps are accessed using the Palette pane (see the "Palette Pane" section on page 10). This chapter includes the following sections:

•Call Contact Steps

•Contact Steps (IVR Only)

•Database Steps (IVR Only)

•Document Steps (IVR Only)

•eMail Contact Steps (IVR Only)

•Fax Contact Steps (IVR Only)

•General Steps

•HTTP Contact Steps (IVR Only)

•Media Steps

•Prompt Steps

•Session Steps

•User Steps

•VoiceMail Step

Call Contact Steps

The steps in the Call Contact palette provide script designers with a way to manage calls.

The Call Contact palette contains the following steps:

•Call Redirect

•Get Call Contact Info

•Place Call (IVR Only)

Figure 42 shows the steps in the Call Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 42 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:

•Successful: The call is ringing at the specified extension.

•Busy: The specified extension is busy and the call cannot be transferred.

•Invalid: The specified extension does not exist.

•Unsuccessful: The redirect step fails internally.

Configure script steps after each of the four branches to handle the possible outcomes of a redirected call.

Figure 43 shows the customizer window for the Call Redirect step.

Figure 43 Call Redirect Customizer Window

Table 6 describes the fields of the Call Redirect customizer window.

Table 7 describes the extensions supported by the Call Redirect step.

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, use this step with a Call Redirect step to transfer a call to another extension, or with a Play Prompt step to play a voice prompt.

Figure 44 shows the customizer window for the Get Call Contact Info step.

Figure 44 Get Call Contact Info Customizer Window

Table 8 describes the fields of the Get Call Contact Info customizer window.

Table 9 describes the arrival types of the Get Call Contact Info step.

Place Call (IVR Only)

Use the Place Call step to place outbound calls.

This step, for example, can be used to place calls to patients at preconfigured times to inform them of the current status of their interaction. The notification calls are considered successful if they are answered by a person, voice mail system, answering machine, or fax machine.

The Place Call step produces six output branches:

•Successful: The call is successful.

•NoAnswer: The call was attempted, and the Ring No Answer (RNA) time-out limit was reached.

•Busy: The call was attempted, and the line was busy.

•Invalid: The call was attempted, and the extension was not a valid extension.

•NoResource: The call was not attempted because a resource was not available to make the call.

•Unsuccessful: The call was attempted and failed because of an internal system error.

Figure 45 shows the customizer window for the Place Call step.

Figure 45 Place Call Customizer Window

Table 10 describes the fields of the Place Call customizer window.

Note If the values of primary and secondary CallControlGroupIds are not set correctly, as described in Table 10, the outbound call might not be successfully established.

Contact Steps (IVR Only)

The steps in the Contact palette provide designers with a way to control contacts. For more information about contact steps, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

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 identifier for 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:

•Accept

•Get Contact Info

•Set Contact Info

•Terminate

Figure 46 shows the steps in the Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 46 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 47 shows the customizer window for the Accept step.

Figure 47 Accept Customizer Window

Table 11 describes the field of the Accept customizer window.

Get Contact Info

Use the Get Contact Info step to extract information from a contact and store it in script variables so that this contact information is available to subsequent steps in the script.

Figure 48 shows the customizer window for the Get Contact Info step.

Figure 48 Get Contact Info Customizer Window

Table 12 describes the fields of the Get Contact Info customizer window.

Table 13 describes the information that the Get Contact Info step makes available to other steps in the script.

The Get Contact Type dialog box is shown in Figure 49.

Figure 49 Get Contact Type Dialog Box

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. After 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 has no effect in reporting.

Note You cannot mark a contact as unhandled. After a contact is reported as Handled, it is always reported with that status.

Figure 50 shows the customizer window for the Set Contact Info step.

Figure 50 Set Contact Info Customizer Window

Table 14 describes the fields of the Set Contact Info customizer window.

Table 15 describes the attribute information provided in the customizer window of the Set Contact Info step.

Terminate

Use the Terminate step to disconnect the call.

Figure 51 shows the customizer window for the Terminate step.

Figure 51 Terminate Customizer Window

Table 16 describes the field of the Terminate customizer window.

Database Steps (IVR Only)

The steps in the Database palette provide designers with the steps to read and write data from database tables and views. For more information about setting up the database, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

The following prerequisites must be met before a script is created using Database steps:

•When the Script Editor software cannot connect to the Cisco Unity Express router, you can still create a script by manually entering the schema information in the database steps field.

For example, a table name or field name is only refreshed if there is connectivity between the Script Editor software and the Cisco Unity Express router, and the Cisco Unity Express router can connect to the external database using a defined database profile configuration.

•The Cisco Unity Express router must be reachable over the network from the Cisco Unity Express Script Editor over Java RMI protocol.

•The IP address or Domain Name Server (DNS) hostname of the Cisco Unity Express router must be defined. The network information of the module can be specified by clicking Editor Tools and Options from the Cisco Unity Express Script Editor.

•Database profiles must be created using either the Cisco Unity Express graphical user interface (GUI) or command-line interface (CLI). Database steps are not usable for script writing without database profiles, and an error message appears if database profiles have not been created.

Database steps have a resource name associated with them that are used to link multiple steps. For example, if the DB Read step is issued with the resource name myquery to execute a query, myquery will be specified in the DB Get step to retrieve results from that query. The myquery resource name is also required before the DB Release step can release database resources when it is prompted by a query.

If a resource name is used for a query, and another DB Read step is configured to use the same resource name, the results of the previous query are overwritten by the second DB Read step.

A resource name is entered in text fields associated with the DB Read and DB Write steps. Each resource name uses one database connection, and each profile is allowed a finite number of connections. If this number of allowed connections is exceeded during step execution, a Structured Query Language (SQL) Exception will be issued. To ensure that the number of connections do not go over profile maximums, you must use the DB Release step, which releases connection resources after a DB Read or DB Write step is executed. Terminating the script execution also releases database resources.

The DB Read and DB Get steps are executed in sequence by the Database script. The DB Read step performs a database query and stores the returned data internally in the Enterprise Database Subsystem (EDBS). The DB Get step uses data retrieved by the DB Read step. If the actual database contents are changed after executing the DB Read step, to the DB Get step will not reflect those changes and you must issue another DB Read to get updated data from the database.

The Database palette contains the following steps:

•DB Read

•DB Get

•DB Write

•DB Release

Figure 52 shows the steps in the Database palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 52 Database Palette Steps

DB Read

Use the DB Read step to issue a database selection query. The DB Read step allows you to specify which columns to return in the select query and to specify the variables to put the resulting data into through the DB Get step (see the "DB Get" section). The DB Read step allows you to specify more than one database table or view name from which to query.

The DB Read step has the following restrictions:

•The DB Read step will not support the count(*) or min(*) form of the SQL statement variant, such as select count(*) and select min(*). The DB Read step supports database views, so you can create a view in a database that uses these SQL queries.

•The DB Read step does not support semantic checking on the where clause of an SQL statement.

•The DB Read step does not support join queries that retrieve columns with the same name from different tables.

•The DB Read step does not support the use of aliases of column names. For example, you cannot create select a.x, b.x from a,b and select a.x as y from a. No checks will be made to ensure such queries are not entered. The DB Read step only allows select SQL statements to be entered.

•Update or insert SQL statements are not supported.

When those results returned from DB Read step are no longer needed, use the DB Release step to clear the results and release database resources.

The DB Read step produces three output branches:

•Successful: Indicates that no errors occurred. Zero or more rows of data were found.

•Connection Not Available: Indicates that no database connection was available to execute the query.

•SQL Error: Indicates that errors occurred that were related to SQL, timeout, or any other exception encountered.

The DB Read customizer window contains three tabs:

•General Tab

•SQL Tab

•Comments Tab

General Tab

Use the General tab of the DB Read customizer window, as shown in Figure 53, to configure the database resource name, database profile name, and time out value (in seconds).

Figure 53 DB Read Customizer Window: General Tab

Table 17 describes the fields of the General tab.

SQL Tab

Use the SQL tab of the DB Read customizer window, as shown in Figure 54, to configure SQL commands.

Figure 54 DB Read Customizer Window: SQL Tab

Table 18 describes the fields of the SQL tab.

After a particular table is selected in the Show All Fields drop-down list, the DB Field dialog box opens as shown in Figure 55.

Figure 55 DB Field Dialog Box

Comments Tab

Use the Comments tab of the DB Read customizer window, as shown in Figure 56, to enter text comments.

Figure 56 DB Read Customizer Window: Comments Tab

DB Get

Use the DB Get step to retrieve the results from the DB Read step.

Inside (or script variables used while configuring) the DB Get step, variables are mapped to the table or view fields selected. Outside (or script variables that can be used anywhere in the script) the DB Get step, data can be accessed by using the script variable names. When finished with results, use the DB Release step to release query resources.

Each time a script executes the DB Get step, it retrieves one row of the results returned by the DB Read step and assigns variables to them. To move to the next row in the result set, you must execute the DB Get step again. When all of the rows of the result are read, DB Get goes into the No Data branch.

Note It is highly recommended that you place any DB Get steps under the Successful branch of its corresponding DB Read step. If the DB Read step is unsuccessful when its corresponding DB Get step is attempted, the script will abort.

The DB Get step produces three output branches:

•Successful: No errors occurred. Data was found.

•No Data: Query returned nothing in DB Read step. This will also be the case when all the rows of the result set have been read.

•SQL Error: This could include SQL, timeout, or any exceptions found.

The DB Get customizer window contains two tabs:

•General Tab

•Field Selection Tab

General Tab

Use the General tab of the DB Get customizer window, as shown in Figure 57, to select a database resource and database profile from DB Read step results.

Figure 57 DB Get Customizer Window: General Tab

Table 17 describes the fields of the General tab.

Field Selection Tab

Use the Field Selection tab of the DB Get customizer window, as shown in Figure 58, to select a table, fields, data type, and local variables from DB Read step results.

Figure 58 Field Selection Customizer Window: Field Selection Tab

Table 20 describes the fields of the Field Selection tab.

As shown in Figure 58, clicking Add opens the Add Database Field dialog box shown in Figure 59.

Figure 59 Add Database Field Dialog Box

DB Write

Use the DB Write step to enter SQL update, insert, and delete statements for refreshing the database records.

Note The DB Write step supports only these three SQL statements: update, insert, and delete.

After completing the DB Write step, use the DB Release step (see the "DB Release" section) to release database resources.

The DB Write step produces three output branches:

•Successful: No errors occurred. The step entered the specified SQL statements successfully.

•Connection Not Available: No database connection was available to execute this query.

•SQL Error: An error occurred. This could include SQL, timeout, or any exceptions found.

The DB Write customizer window contains four tabs:

•General Tab

•SQL Tab

•Test Tab

•Comments Tab

General Tab

Use the General tab of the DB Write customizer window, as shown in Figure 60, to select a database resource and database profile to which you can choose to apply the SQL update, insert, and delete statements.

Figure 60 DB Write Customizer Window: General Tab

Table 21 describes the fields of the General tab.

SQL Tab

Use the SQL tab of the DB Write customizer window, as shown in Figure 61, to enter SQL commands.

Figure 61 DB Write Customizer Window: SQL Tab

Table 22 describes the fields of the SQL tab.

Figure 62 DB Fields Dialog Box

Test Tab

Use the Test tab of the DB Write customizer window, shown in Figure 63, to execute the SQL update, insert, or delete statement and view the results without changing a database.

Figure 63 DB Write Customizer Window: Test Tab

Table 23 describes the fields of the Test tab.

Comments Tab

Use the Comments tab of the DB Write customizer window, as shown in Figure 64, to enter text comments regarding test results (see the "Test Tab" section).

Figure 64 DB Write Customizer Window: Comments Tab

DB Release

Use the DB Release step to release database resources associated with a resource name.

The DB Read and DB Write steps (see the "DB Read" section and "DB Write" section) must use the DB Release step to release resources when results returned by them are no longer needed.

Figure 65 shows the customizer window for the DB Release step.

Figure 65 DB Release Customizer Window

Table 18 describes the field of the DB Release customizer window.

Document Steps (IVR Only)

The steps in the Document palette provide designers with the steps to handle a variety of documents. For more information about document steps, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

The Document palette contains the following steps:

•Cache Document

•Create File Document (IVR Only)

•Create URL Document

•Text Substitution for Keywords

Figure 66 shows the steps in the Document palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 66 Document Palette Steps

Cache Document

Use the Cache Document step is to perform an input/output (I/O) operation, such as making a Hypertext Transfer Protocol (HTTP) request, and to cache the resulting document in the memory buffer.

Note The Cache Document step can use up to 512 KB of memory. If the size of the cache document exceeds 512 KB of memory, any data that exceeds 512 KB is truncated.

The I/O operation is specified by the document defined in the step that precedes this step, such as the Create File Document step (see the "Create File Document (IVR Only)" section) or the Create URL Document step (see the "Create URL Document" section) or by a document expression that contains a hard-coded document. When the Create File Document or Create URL Document step executes, it creates the document variable and does not send a URL request or access the file system.

I/O operation occurs when another step, such as the Send Response step (see the "Send Response" section), references the document and permits the I/O operation to be completed before any subsequent steps are executed. In the following example, the Cache Document step makes an HTTP request to mybank.money.com. Without the Cache Document step, the I/O would not occur until the Send eMail step (see the "Send eMail" section) step executes.

doc=Create URL Document("http://mybank.money.com/debit?amount=500")

doc=Cache Document(doc)

. . . 

SendEmail(From, To, doc)

Figure 67 shows the customizer window for the Cache Document step.

Figure 67 Cache Document Customizer Window

Table 25 describes the fields of the Cache Document customizer window.

Create File Document (IVR Only)

Use the Create File Document step to incorporate templates, Tagged Image File Format (TIFF) attachments, and other generic documents into a script.

Documents created by this step can be included in the body of an e-mail or as an attachment, or be used in the same way for sending faxes.

When using the Create File Document step, you must select the name of a file that has been uploaded onto a Cisco Unity Express module. Files can be loaded onto the module using the CLI or GUI. You must also select a file type, which will be assigned to the file when it is uploaded onto the module.

Figure 68 shows the customizer window for the Create File Document step.

Figure 68 Create File Document Customizer Window

Table 26 describes the fields of the Create File Document customizer window.

Create URL Document

Use the Create URL Document step to define a document variable by entering an HTTP URL. For the Create URL Document, you can use FTP or HTTP.

The Create URL Document step does not issue the HTTP request. The request occurs when the document is used by another step, such as the Send Response, Send eMail, Send Fax, or Cache Document step. In the example shown in Figure 71, when the Send Email step is started, the HTTP request is made and the resulting HTML document is sent as an e-mail to user1@company1.com.

Figure 69 Send Attached E-mail

In the example shown in Figure 70, if you want to use the Create URL Document step to make an HTTP request only and do not want to send an e-mail, fax, or HTTP response, use the Cache Document step to make the request.

Figure 70 Send Cache URL Response

As shown in Table 27, there are two HTTP request methods: GET and POST. Table 27 describes the fields of the Create URL Document customizer window.

For GET HTTP, parameters are usually appended to a URL in an HTTP request to provide data required to execute the request. For example, the following HTTP request is made when the value of the total amount is set to 500:

http://mybank.money.com/debit?amount=500

For POST, the parameters are passed in the body of the HTTP request as if entered in an HTML form.

Figure 71 shows the customizer window for the Create URL Document step.

Figure 71 Create URL Document Customizer Window

Text Substitution for Keywords

Use the Text Substitution for Keywords step to create dynamic content for HTTP, e-mail, and fax by replacing keywords in a document with values contained in local variables.

Keywords are mapped to variables. The Text Substitution for Keywords step replaces keywords with the current values of local variables. Keywords are indicated by percent (%) characters in the document, such as %NAME%, which can be dynamically replaced with a string variable with a person's name.

Figure 72 shows the customizer window for the Text Substitution for Keywords step.

Figure 72 Text Substitution for Keywords Customizer Window

Table 28 describes the fields of the Text Substitution for Keywords customizer window.

The Keyword Mapping dialog box, as seen in Figure 73 appears when Add or Modify is clicked in the Text Substitution for Keywords customizer window, as seen in Figure 72.

Figure 73 Keyword Mapping Dialog Box

eMail Contact Steps (IVR Only)

The steps in the eMail Contact palette provide the facility for creating, attaching, and sending e-mail. The e-mail steps are available in the e-mail palette in the Cisco Unity Express Script Editor. For more information about the e-mail contact steps, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

The eMail Contact palette contains the following steps:

•Attach To eMail

•Create eMail

•Send eMail

Figure 74 shows the steps in the eMail Contact Palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 74 eMail Contact Palette Steps

Attach To eMail

Use the Attach to eMail step to attach an existing document to an e-mail to be sent at a later time.

Note that the e-mail must have been previously created with the Create eMail step (see the "Create eMail" section) and matched to the corresponding e-mail contact. The contents of the attachment will be specified by a document variable.

The Attach To eMail step produces two output branches:

•Successful: The document was attached to the e-mail object.

•Failed: The document could not be attached to the e-mail object.

To attach an e-mail, click Add in the Attach to eMail customizer window, as shown in Figure 75, and complete the Add Attachment customizer window as seen in Figure 76.

Figure 75 Attach to eMail Customizer Window

Figure 76 Add Attachment Customizer Window

Table 29 describes the fields of the Attach to eMail and Add Attachment customizer windows.

Create eMail

Use the Create eMail step to compose an e-mail. Include the subject and the text body of the e-mail to be associated with the e-mail contact. To specify the body of the e-mail:

1. Choose the variable you want to use in the Body field for the body of the e-mail message.

2. Click "..." to the right of the Body field, and then enter a string expression into the popup Expression Editor window.

3. If you want to use a separate document for the body of the message, check the Use Document for Body check box, and then choose a document variable from the drop-down list to the right of the message field.

Figure 77 shows the customizer window for the Create eMail step.

Figure 77 Create eMail Customizer Window

Table 30 describes the fields of the Create eMail customizer windows.

Send eMail

Use the Send eMail step to send an e-mail.

Prior to sending an e-mail, the e-mail must have been created with the Create eMail step (see the "Create eMail" section).

The Send eMail step sets the To and From addresses and sends the e-mail to the configured Simple Mail Transfer Protocol (SMTP) server for delivery. The SMTP server can be configured using the Cisco Unity Express GUI or CLI. The From address can be set to any desirable address to which a reply can be sent. This address can also be advised of undeliverable messages received from the SMTP server.

E-mail can be sent immediately or queued to be sent later as a background process.

•Immediate: If the immediate option is selected, the e-mail will be sent to the SMTP server, and the client will be kept waiting until the message is accepted by the SMTP server. If the server is unavailable because of server or network problems, the client must wait until the transaction times out (30 seconds). It may be necessary to issue a prompt to alert the client that the e-mail is being sent, and to hold the line until the transmission of the e-mail message is complete.

•Queued: If the queued option is selected, the step will return immediately, but the script does not receive notification of whether e-mail was sent successfully or not.

The Send eMail step generates the following three branches:

•Successful: The e-mail was sent and its transmission completed.

•Failed: The e-mail could not be sent. The failure reasons can be that the SMTP server was not properly configured, SMTP authentication failed, or the SMTP server was not reachable and caused the transaction to time out.

Figure 78 shows the customizer window for the Send eMail step.

Figure 78 Send eMail Customizer Window

Table 31 describes the fields of the Send eMail customizer windows.

Fax Contact Steps (IVR Only)

The steps in the Fax Contact palette of the Cisco Unity Express Script Editor provide fax programming functionality for scripting. For more information about the fax contact steps, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

The Fax Contact palette contains the following steps:

•Create Fax

•Attach to Fax

•Send Fax

Figure 79 shows the steps in the Fax palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 79 Fax Contact Palette Steps

Create Fax

Use the Create Fax step to construct a fax message.

Creating a fax involves entering the subject and the body of the fax and associating an e-mail contact with the fax.

Figure 80 shows the customizer window for the Create Fax step.

Figure 80 Create Fax Customizer Window

Table 32 describes the fields of the Create Fax customizer window.

Attach to Fax

Use the Attach to Fax step to send either a text document or a .TIFF image as an attachment to a fax.

Prior to attaching a fax, you must first create a fax using the Create Fax step (see the "Create Fax" section) and use the same fax contact. The contents of the attachment are identified with a document variable entered in the Local Variable field. The file referenced in the Local Variable field can contain either text or a .TIFF image. The .TIFF image must conform to Profile-F as defined in RFC2306. If the attachment is not a text or a .TIFF image, the fax is not sent. If the .TIFF image does not conform to the Profile-F requirements, the fax will be sent but the image might not be transmitted correctly.

Note The Send Fax step does not validate the formats of attached documents.

The Attach to Fax step generates the following two branches:

•Successful: The document was attached to the fax object.

•Failed: The document was not attached to the fax object.

Figure 81 shows the customizer window for the Attach to Fax step.

Figure 81 Attach to Fax Customizer Window

Table 33 describes the fields of the Attach to Fax customizer window.

Send Fax

Use the Send Fax step to send a fax.

The Send Fax step returns to the steps immediately after queuing the fax request. Prior to attaching a fax, you must first create a fax using the Create Fax step (see the "Create Fax" section) and use the same fax contact. The fax may also have an attachment. See the "Attach to Fax" section.

The Send Fax step produces two output branches:

•Successful: The fax was successfully queued to be sent to the Fax SMTP server.

•Failed: The fax could not be queued for sending.

Figure 82 shows the customizer window for the Send Fax step.

Figure 82 Send Fax Customizer Window

Table 33 describes the addressing fields of the Send Fax customizer window.

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:

•Annotate

•Business Hours

•Call Subflow

•Date Time Round-off

•Day of Week

•Decrement

•Delay

•End

•Get List Member (IVR Only)

•Goto

•If

•Increment

•Is Holiday

•Label

•On Exception Clear

•On Exception Goto

•Set

•Set Application Parameter

•Start

•Switch

•Time of Day

Figure 83 shows the steps in the General palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Note The Set Application Parameter step is only available in Cisco Unity Express 8.0 and later versions.

Figure 83 General Palette Steps

Annotate

Use the Annotate step to enter comments at any point in a script. This step has no impact on script logic. Figure 84 shows the customizer window for the Annotate step.

Figure 84 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.

Business Hours

Use the Business Hours step to determine if the business is open when the auto-attendant receives a call. This step can play a "Business is closed" prompt if the system receives a call during business- closed hours. When configured, the name of the Schedule variable appears next to the Business Hours step in the Design pane.

The Business Hours step automatically adds two output branches:

•Open: Steps following this branch execute if the business is open at the specified date and time.

•Closed: Steps following this branch execute if the business is closed at the specified date and time.

For more information about configuring business schedules, see the Cisco Unity Express 7.0 GUI Administrator Guide or the Cisco Unity Express Voice-Mail and Auto-Attendant CLI Administrator Guide for 3.0 and Later Versions..

Figure 85 shows the customizer window for the Business Hours step.

Figure 85 Business Hours Customizer Window

Table 35 describes the fields of the Business Hours customizer window.

Call Subflow

Use the Call Subflow step to execute a subflow, also called 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

•Parameter Mapping Tab

General Tab

Use the General tab of the Call Subflow customizer window, shown in Figure 86, to specify the filename of the subflow you want to call.

Figure 86 Call Subflow Customizer Window: General Tab

Table 36 describes the fields of the General tab.

Parameter Mapping Tab

Use the Parameter Mapping tab of the Call Subflow customizer window, shown in Figure 87, 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 must define variables in the map script before you can map them.

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 87 Call Subflow Customizer Window: Parameter Mapping Tab

Table 37 describes the fields of the Parameter Mapping tab.

The Parameter Mapping dialog box is shown in Figure 88.

Figure 88 Parameter Mapping Dialog Box

Date Time Round-off

Use the Date Time Round-off step utility to round up or round down the current date and time. When the Cisco Unity Express system clock matches the approximate time of day with a rounding value set, the time associated with a connection including the rounding value, the script executes any steps configured for that output branch.

In the following examples:

•Time 6:43 is rounded up to 6:45 if the rounding setting on this step is set to 15 minutes.

•Time 6:43 is rounded up to 7:25 if the rounding setting on this step is set to 25 minutes.

•Time 6:43 is rounded up to 8:00 if the rounding setting on this step is set to 2 hours.

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 89 shows the customizer window for the Day of Week step.

Figure 89 Day of Week Customizer Window

Table 39 describes the fields of the Day of Week customizer window.

The Add Connection Name dialog box is shown in Figure 90, and the field is described in Table 39.

Figure 90 Add Connection Name Dialog Box

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 91 shows the customizer window for the Decrement step.

Figure 91 Decrement Customizer Window

Select the desired variable from the Variable drop-down menu. The variable appears next to the Decrement step icon in the Design pane.

Delay

Use the Delay step to pause the processing of a script for a specified number of seconds.

Figure 92 shows the customizer window for the Delay step.

Figure 92 Delay Customizer Window

Table 41 describes the fields of the Delay customizer window.

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.

Get List Member (IVR Only)

The Get List Member step retrieves a member (token) from a specific position (index) out of a delimiter separated string list.

You can use this step to parse string data retrieved from the database and to extract a portion of it. The extracted member (token) can then be used by other steps. For example, a database query might retrieve all the active prescription numbers for a patient as a comma-separated list. This step can be used to extract individual prescription numbers out of that list, and then each of these prescription numbers can be played to the caller using the Play Prompt step, prompting them to select one of them for refill.

The Get List Member step produces two output branches:

•Success: The data was retrieved successfully and placed in the appropriate output string.

•Invalid Position: The specified position (index) from which to extract the data was invalid. If the members are being retrieved in a loop, this may signify the end of the loop.

Figure 93 shows the customizer window for the Get List Member step.

Figure 93 Get List Member Window

Table 42 describes the fields of the Get List Member customizer window.

Goto

Use the Goto step to cause the script logic to branch to a specified Label step within the script.

Note Use a Label step to indicate where the Goto step should branch to.

Figure 94 shows the customizer window for the Goto step.

Figure 94 Goto Customizer Window

Select the Label step from the Select a Label drop-down menu. This name appears next to the Goto step icon in the Design pane.

If

Use the If step to cause the script to choose one of two branches based on the evaluation of a specified Boolean expression.

The If step automatically adds two output branches, True and False:

•True: Steps following this output branch execute if the expression is true.

•False: Steps following this output branch execute if the expression is false.

Figure 95 shows the customizer window for the If step.

Figure 95 If Customizer Window

Enter an expression in the text field or click the Expression Editor (...) button to enter an expression. The expression appears next to the If step icon in the Design pane.

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 96 shows the customizer window for the Increment step.

Figure 96 Increment Customizer Window

Select the Integer type variable from the Variable drop-down menu. The variable appears next to the Increment step icon in the Design pane.

Is Holiday

The Is Holiday step is a conditional step which branches the flow according to the predefined holidays. This step can play a "Business closed for the holiday" prompt.

The Is Holiday step automatically adds two output branches:

•True: Steps following this branch execute if the specified date is a holiday.

•False: Steps following this branch execute if the specified date is not a holiday.

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 7.0 GUI Administrator Guide or the Cisco Unity Express Voice-Mail and Auto-Attendant CLI Administrator Guide for 3.0 and Later Versions.

Figure 97 shows the customizer window for the Is Holiday step.

Figure 97 Is Holiday Customizer Window

The Date field contains the date variable that the system uses to check for holidays. You can leave the Current Date variable or click the Date drop-down menu to select a date variable. The name of the Date variable appears next to the Is Holiday step icon in the Design pane.

Label

Use the Label step to serve as a target for a Goto step. The Label step indicates a section of the script that can be executed by more than one Goto step. The Label and Goto steps must be in the same script.

Figure 98 shows the customizer window for the Label step.

Figure 98 Label Customizer Window

Enter a name in the Enter Label Name text field. The Label name appears next to the Label step icon in the Design pane.

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. An On Exception Goto step directs the script to a Label step.

2. The Label step is configured with a script to handle the exception.

3. An On Exception Clear step clears the exception.

Also, use this step when you no longer need to handle the selected exception within the script.

Figure 99 shows the customizer window for the On Exception Clear step.

Figure 99 On Exception Clear Customizer Window

Select the specific exception from the list box. The exception being cleared appears next to the On Exception Clear step icon in the Design pane.

On Exception Goto

Use the On Exception Goto step to catch problems occurring 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 100 shows the customizer window for the On Exception Goto step.

Figure 100 On Exception Goto Customizer Window

Table 43 describes the fields of the On Exception Goto customizer window.

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 101 shows the customizer window for the Set step.

Figure 101 Set Customizer Window

Table 44 describes the fields of the Set customizer window.

Set Application Parameter

Prerequisite: Cisco Unity Express 8.0 or Later

Use the Set Application Parameter step to configure application parameters using the TUI. This step is equivalent to setting the script parameter using the ccn application commands. Any script parameter can be set using the Set Application Parameter step.

Note The sample script " sampleSetAppParams.aef" included in the script editor package provides information on how to use the Set Application Parameter step.

Figure 102 shows the customizer window for the Set Application Parameter step.

Figure 102 Set Application Parameter Window

Table 45 describes the fields of the Set Application Parameter customizer window.

Start

The Cisco Unity Express Script Editor automatically adds the Start step when you create a new script. 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 provides script logic based on the value of a variable. A variable can have one of several values. 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 (case) branch.

The Switch step supports switching based on the following variables:

•Integer: Comparison of integers.

•String: Comparison of string variables (case insensitive).

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 103 shows the customizer window for the Switch step.

Figure 103 Switch Customizer Window

Table 46 describes the fields of the Switch customizer window.

The Switch Case and Label dialog box is shown in Figure 104.

Figure 104 Switch Case and Label Dialog Box

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 105 shows the customizer window for the Time of Day step.

Figure 105 Time of Day Customizer Window

Table 47 describes the fields of the Time of Day customizer window.

The Add Connection Name dialog box is shown in Figure 106.

Figure 106 Add Connection Name Dialog Box

The Add Range of Hours dialog box is shown in Figure 107.

Figure 107 Add Range of Hours Dialog Box

HTTP Contact Steps (IVR Only)

The steps in the HTTP Contact palette of the Cisco Unity Express Script Editor allow you to receive HTTP requests and send HTTP responses in web-enabled server applications. For more information about the HTTP contact steps, see the Cisco Unity Express 7.0 IVR CLI Administrator Guide.

The HTTP Contact palette contains the following steps:

•Get Http Contact Info

•Http Redirect

•Send Response

•Set Http Contact Info

Figure 108 shows the steps in the HTTP Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 108 HTTP Contact Palette Steps

Get Http Contact Info

Use the Get Http Contact Info step to map parameters from an HTTP request to locally defined variables.

The Get Http Contact Info step obtains URL parameters, HTTP headers, cookies, or Common Gateway Interface (CGI) environment variables. URL parameters, header information, cookies, and CGI variables are mapped to locally defined variables.

The GET Http Contact Info customizer window contains five tabs:

•General Tab

•Headers Tab

•Parameters Tab

•Cookies Tab

•Environment Tab

General Tab

Use the General tab of the Get Http Contact Info customizer window, shown in Figure 109, to select the type of variable to trigger the execution of the Get Http Contact Info step.

Figure 109 Get Http Contact Customizer Window: General Tab

Table 48 describes the field of the General tab.

Headers Tab

Use the Headers tab of the Get Http Contact Info customizer window to display the HTTP headers that are mapped to local variables.

HTTP headers contain general information such as the type of browser or HTTP version. Each header provides one value, which is identified by the header name. For example, information from HTTP headers can be used in more complex scripts to customize the behavior of the script for different HTTP versions or for different browser types.

HTTP provides four types of headers:

•General: Used by both servers and clients (browsers)

•Server: Used only by servers

•Request: Used only by clients (browsers)

•Entity: Used by servers and by clients using POST or PUT methods

The following are common HTTP Request headers:

•Accept: Preferred media type

•Authorization: Client username and password

•From: E-mail address of the client

•Host: Hostname and port number of the server receiving the original request

•Referrer: URL of the source document

•User-Agent: Browser type

Note For detailed information about these or other headers, see any HTTP reference guide.

Figure 110 shows the customizer window for the Headers tab.

Figure 110 Get HTTP Contact Info Customizer Window: Headers Tab

Table 49 describes the fields of the Headers tab.

Parameters Tab

Use the Parameters tab of the Get Http Contact Info customizer window, shown in Figure 111, to map scripts parameters to variables in the Cisco Unity Express Editor.

After an HTML form has been completed, the values are typically passed as parameters to the web server. The Get Http Contact Info step reads the values of these parameters from the HTTP request using both the GET and POST methods (see Table 27) and updates the local variables in the script.

Figure 111 Get Http Contact Info Customizer Window: Parameters Tab

Table 50 describes the fields of the Parameters tab.

Cookies Tab

Use the Cookies tab of the Get Http Contact Info customizer window to map information from a local variable to a cookie.

A cookie is information maintained by the browser that is typically sent by an HTTP server. The information in cookies can improve access to web pages. Most cookies store authentication or identifying information. Once the server authenticates a browser, it can send authentication credentials or other user identifiers to the browser cookie. The web page can then be accessed without further authentication or identification.

Cookies can also be used to store a mapping identifier to a session object so that on subsequent requests, the original Session object associated with the previous HTTP request can be retrieved and reassociated with the new HTTP contact.

Note The use of cookies for authentication may present a security risk if an authenticated browser is left unattended.

Figure 112 shows the customizer window for the Cookies tab and Table 51 describes the field. Figure 113 shows the Add Cookies window, in which you add the cookies name and variable name, and Table 52 describes the fields. Use the variable name to refer to the data that the variable contains.

Figure 112 Get Http Contact Info Customizer Window: Cookies Tab

Figure 113 Add Cookies Window

Environment Tab

Use the Environment tab of the Get Http Contact Info customizer window to map information from CGI environment variables to local variables.

The following is an alphabetical list of the environment variables:

•AUTH_TYPE: Protocol-specific authentication method used to validate the user when the server supports user authentication and the script requires authentication.

•CONTENT_LENGTH: Content length of the data as specified by the client.

•CONTENT_TYPE: Content type of the data for queries such as HTTP GET and HTTP POST that have attached information.

•PATH_INFO: Extra path information as given by the client. Scripts can be accessed by a virtual pathname, followed by extra information at the end of the path. The extra information is sent as PATH_INFO. The server decodes this information if it is from a URL before it is passed to the script.

•PATH_TRANSLATED: Translated version of PATH_INFO, with any associated virtual-to-physical mapping.

•QUERY_STRING: Information that follows the question mark (?) in the URL that references this script. This information is the query information. Do not decode it. Always set this variable when there is query information, regardless of command line decoding.

•REMOTE_ADDR: IP address of the remote host making the request.

•REMOTE_HOST: Hostname making the request. If the server does not have this information, it sets REMOTE_ADDR.

•REMOTE_USER: Authenticated username when the server supports user authentication and the script requires authentication.

•REQUEST_METHOD: Method of the request that was made, such as GET or POST (see Table 27).

•SCRIPT_NAME: Virtual path to the script being executed, used for self-referencing URLs.

•SERVER_NAME: Server's hostname, DNS alias, or IP address as it would appear in a self-referencing URL.

•SERVER_PORT: TCP port number of the request.

•SERVER_PROTOCOL: Name and revision of the information protocol of the request, uses the protocol/revision format.

Figure 114 shows the customizer window for the Environment tab.

Figure 114 Get HTTP Contact Info Customizer Window: Environment Tab

Table 53 describes the fields of the Environment tab.

Http Redirect

Use the Http Redirect step to redirect the browser to a specified URL instead of respond to an HTTP request.

Either the Http Direct step or the Send Response step (see the "Send Response" section) can be used to respond to an HTTP request. Do not use both steps. If both steps are used, the HTTP Contact script will shift to a final state after a response is returned back to the browser and be unable send another response because one was already sent.

If a script uses conditional logic, the Http Direct step can be used with one condition and Send Response step can be used with the other.

The Terminate step from the Contact palette (see the "Terminate" section) can also be used as responses to an HTTP request.

Figure 115 shows the customizer window for the Http Redirect step.

Figure 115 HTTP Redirect Customizer Window

Table 54 describes the fields of the Http Redirect customizer window.

Send Response

Use the Send Response step to send a document to a browser.

A document must be stored in a document variable before it is sent (see the "Document Steps (IVR Only)" section). To update a document with dynamic information before it is sent to a browser, place the Text Substitution for Keywords step (see the "Text Substitution for Keywords" section) before the Send Response step in the script.

Either the Send Response step or the Http Direct step (see the "Http Redirect" section) can be used to respond to an HTTP request. Do not use both steps. If both steps are used, the HTTP Contact script shifts to a final state after a response is returned to the browser and is unable to send another response because one was already sent.

If a script uses conditional logic, the Http Direct step can be used with one condition and Send Response step can be used with the other.

The Terminate step from the Contact palette (see the "Terminate" section) can also be used to respond to an HTTP request.

Figure 116 shows the customizer window for the Send Response step.

Figure 116 Send Response Customizer Window

Table 55 describes the fields of the Send Response customizer window.

Set Http Contact Info

Use the Set Http Contact Info step to set the values of HTTP headers and cookies in an HTTP response.

Note To use his step for advanced scripts, specialized knowledge of HTTP is required.

The Set Http Contact Info customizer window contains three tabs:

•General Tab

•Headers Tab

•Cookies Tab

General Tab

Use the General tab of the Set Http Contact Info customizer window, shown in Figure 117, to specify the HTTP contact variable that triggers the execution of the step.

Figure 117 Set Http Contact Info Customizer Window: General Tab

Table 56 describes the field of the General tab.

Headers Tab

Use the Headers tab of the Set Http Contact Info customizer window, shown in Figure 118, to map each HTTP header to a local variable or to a valid expression from which the header value will be obtained when the step executes.

Figure 118 Set Http Contact Info Customizer Window: Headers Tab

Table 57 describes the fields of the Headers tab.

Cookies Tab

Use the Cookies tab of the Set Http Contact Info customizer window, shown in Figure 119, to map each cookie to a local variable from which to obtain the cookie value when the step executes.

A cookie is information maintained by the browser that is sent by the HTTP server in response to an HTTP request. For more information about cookies, see the "Cookies Tab" section.

Figure 119 Set Http Contact Info Customizer Window: Cookies Tab

Table 58 describes the field of the Cookies tab.

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:

•Explicit Confirmation

•Implicit Confirmation

•Get Digit String

•Menu

•Name To User

•Play Prompt

•Extended Play Prompt

•Send Digit String (IVR Only)

•Dial-by-Extension Menu

•Voice Browser (IVR Only)

Figure 46 shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 120 Media Palette Steps

Note If you apply any of these Media steps to a contact that is not associated with a Media channel (also called a dialog channel), you receive a ChannelUnsupportedException error.

Explicit Confirmation

Use the Explicit Confirmation step to confirm an explicit response to a prompt. The Explicit Confirmation step accepts 1 for yes and 2 for no.

The customizer window of the Explicit Confirmation step contains three tabs:

•General Tab

•Prompts Tab

•Input Tab

General Tab

Use the General tab of the Explicit Confirmation customizer window, as shown in Figure 121, to select the contact on which to perform the confirmation and to set the Interruptible option.

Figure 121 Explicit Confirmation  General Tab

Table 59 describes the fields of the General tab.

Prompts Tab

Use the Prompts tab of the Explicit Confirmation customizer window, as shown in Figure 122, to specify initial, error, and timeout prompts and to set Barge In and Continue On Prompt Errors options.

Figure 122 Explicit Confirmation Customizer Window: Prompts Tab

Table 60 describes the fields of the Prompts tab.

Input Tab

Use the Input tab of the Explicit Confirmation customizer window, as shown in Figure 123, to set timeout duration, maximum number of retries, and Flush Input Buffer options.

Figure 123 Explicit Confirmation Customizer Window: Input Tab

Table 61 describes the fields of the Input tab.

Extended Get Digit String Step

Use the Extended Get Digit String step to capture DTMF entries in a script. This step waits for input until the timeout is reached or the caller does one of the following:

•Presses the terminating key

•Exhausts the maximum number of retries

•Enters the maximum number of keys

The Extended Get Digit String step acts exactly like the existing Get Digit String step except:

•The Get Digit String step provides a Boolean expression for the "Interruptible" and "Clear DTMF Buffer on Retry" fields.

•Although the same limits apply to both steps, you can define most of the Extended Get Digit String step properties using variables that you can change while the script is running.

The terminating key and the cancel key fields in the step customizer support Character objects and String objects. When strings are passed as the terminating or cancel keys, only the first character of the string is used. The special string none can specify that either no terminating key or no cancel key is required.

The Extended Get Digit String step has the following output branches:

•Successful - Input was valid.

•Timeout - After the retry limit was reached, the last try timed out.

•Unsuccessful - After the retry limit was reached, an invalid key was entered.

When the step returns an error (Timeout or Unsuccessful), all collected digits are returned and stored in the specified input variable.

The customizer window of the Extended Get Digit String step contains four tabs:

•General Tab

•Prompt Tab

•Input Tab

•DTMF Control Tab

General Tab

Use the General tab of the Extendedly Digit String step, as shown in Figure 128, to choose the contact, specify the variable that stores the digit string, and specify whether the step is interruptible by external events.

Figure 124 Extended Get Digit String Customizer Window: General Tab

Table 62 describes the fields of the General tab.

Prompt Tab

Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 129, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.

Figure 125 Extended Get Digit String Customizer Window: Prompt Tab

Table 63 describes the field of the Prompt tab.

Input Tab

Use the Input tab of the Extended Get Digit String customizer window, as shown in Figure 130, to set conditions for receiving caller input.

Figure 126 Extended Get Digit String Customizer Window: Input Tab

Table 64 describes the field of the Filter tab.

DTMF Control Tab

Use the DTMF Control tab of the Extended Get Digit String customizer window, as shown in Figure 127, to set the Terminating Key, Cancel Key, and Input Filter.

Figure 127 Extended Get Digit String Customizer Window: DTMF Control Tab

Table 65 describes the field of the DTMF Control tab.

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:

•Presses the terminating key (DTMF only).

•Exhausts the maximum number of retries.

•Enters the maximum number of keys (DTMF only).

•Does not respond before the timeout length is reached.

Note When any previous escalating prompt in the script enters the Get Digit String step, the previous escalating prompt is reset to the first prompt in its list.

The Get Digit String step provides three output branches:

•Successful: Input was valid.

•Timeout: After the retry limit was reached, the last try timed out.

•Unsuccessful: After the retry limit was reached, an invalid key was pressed.

Note If an error occurs, the accumulated digits are returned and saved in the specified variable before the script exits through the unsuccessful or timeout output branches.

The customizer window of the Get Digit String step contains four tabs:

•General Tab

•Prompt Tab

•Input Tab

•Filter Tab

General Tab

Use the General tab of the Get Digit String step, as shown in Figure 128, 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 128 Get Digit String Customizer Window: General Tab

Table 66 describes the fields of the General tab.

Prompt Tab

Use the Prompt tab of the Get Digit String customizer window, as shown in Figure 129, to specify a prompt, and to set Barge In and Continue on Prompt Errors options.

Figure 129 Get Digit String Customizer Window: Prompt Tab

Table 67 describes the fields of the Prompt tab.

Input Tab

Use the Input tab of the Get Digit String customizer window, as shown in Figure 130, to set conditions for receiving caller input.

Figure 130 Get Digit String Customizer Window: Input Tab

Table 68 describes the fields of the Input tab.

Filter Tab

Use the Filter tab of the Get Digit String customizer window, as shown in Figure 131, to specify digits that can be accepted from the caller.

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.

Figure 131 Get Digit String Customizer Window: Filter Tab

Table 69 describes the field of the Filter tab.

Implicit Confirmation

Use the Implicit Confirmation step to confirm an action without asking 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 must be used.

Note When any previous escalating prompt in the script enters the Implicit Confirmation step, the previous escalating prompt is reset to the first prompt in its list.

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 132 shows the customizer window for the Implicit Confirmation step.

Figure 132 Implicit Confirmation Customizer Window

Table 70 describes the fields of the Implicit Confirmation customizer window.

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 When any previous escalating prompt in the script enters the Menu step, the previous escalating prompt is reset to the first prompt in its list.

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:

•Output 1

•Output 2

•Output 3

•Timeout

•Unsuccessful

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 Tab

•Prompt Tab

•Input Tab

General Tab

Use the General tab of the Menu customizer window, shown in Figure 133, 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, and you can associate only one output branch label with a given input.

Figure 133 Menu Customizer Window: General Tab

Table 71 describes the fields of the General tab.

The Add New Output Option Name dialog box is shown in Figure 134.

Figure 134 Add New Output Option Name Dialog Box

Prompt Tab

Use the Prompt tab of the Menu customizer window, as shown in Figure 135, to choose the prompt to be played back and to set the Barge In and Continue on Prompt Errors options.

Figure 135 Menu Customizer Window: Prompt Tab

Table 72 describes the fields of the Prompt tab.

Input Tab

Use the Input tab of the Menu customizer window, as shown in Figure 136, to set the timeout setting, maximum number of retries, and Flush Input Buffer options.

Figure 136 Menu Customizer Window: Input Tab

Table 73 describes the fields of the Input tab.

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 When any previous escalating prompt in the script enters the Name To User step, the previous escalating prompt is reset to the first prompt in its list.

The Name To User step receives DTMF input from a caller, using the following numeric keypad mapping:

•2 = ABC

•3 = DEF

•4 = GHI

•5 = JKL

•6 = MNO

•7 = PQRS

•8 = TUV

•9 = WXYZ

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 is limited to spelling back names with ASCII-only characters, which may be a limitation under some international conditions.

The Name To User step produces the following output branches:

Note If the Name To User step matches the caller input with a single user in the Lightweight Access Directory Protocol (LDAP) directory, that result will be returned immediately without requiring the caller to confirm the selection.

•Successful: A successful match is made between the input from the caller and a name in the directory.

•Timeout: The step has reached the maximum number of retries (as configured in the customizer window) without receiving input from the caller.

•Unsuccessful: The input from the caller does not match a name in the directory.

•Operator: The operator's extension was entered.

Note The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window. (See Figure 137.)

The customizer window of the Name To User step contains three tabs:

•General Tab

•Prompt Tab

•Input Tab

General Tab

Use the General tab, as shown in Figure 137, to specify the Result User variable and to set other properties for the Name To User step.

Figure 137 Name To User Customizer Window: General Tab

Table 74 describes the fields of the General tab.

Follow these steps to configure the General fields of the Name To User step:

Prompt Tab

Use the Prompt tab, as shown in Figure 138, 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 138 Name To User Customizer Window: Prompt Tab

Table 75 describes the fields of the Prompt tab.

Input Tab

Use the Input tab, as shown in Figure 139, to configure various input properties for the Name To User step.

Figure 139 Name To User Customizer Window: Input Tab

Table 76 describes the fields of the Input tab.