Configuring IVR
The Interactive Voice Response (IVR) option is a separately licensed option that integrates with Cisco Unity Express. IVR allows a telephone caller to select options from a voice menu and otherwise interact with the Cisco Unified Express system. The Cisco Unity Express IVR applications work with Cisco Unified Communications Manager Express or Cisco Unified Communications Manager. After the system plays a pre-recorded voice prompt, the caller presses a number on a telephone keypad to select an option.
If your system is configured with IVR, the GUI screen will have an IVR tab that you can select to configure IVR features.
Perform the following tasks from the Interactive Voice Response (IVR) menu:
Configuring IVR Applications
Perform the following tasks from the IVR Applications window:
Adding IVR Applications
Use this procedure to add IVR applications.
Step 1 Choose
IVR
>
IVR Applications
. The IVR Applications window appears.
Step 2 Click
Add
to begin adding IVR applications. The
Add
window appears.
Step 3 Enter the application name in lower case.
Step 4 Select one of the following trigger types:
-
Call-in number
—A number to dial in to the application.
-
HTTP trigger—
Enter a new URI. A corresponding HTTP trigger is created.
Note Entering information in this next step automatically selects Script parameter choices in the Configuring Script Parameters section.
Step 5 Select the script information from the drop-down list.
Step 6 (Optional) Add a new script by clicking
Upload
. The Upload dialog box appears where you can upload a script. You can also manage scripts using
System
>
Scripts
. See
Configuring System Scripts Using Editor Express
for more information about scripts.
Step 7 Select the language.
Step 8 Enter the Maximum Sessions.
Step 9 Click to enable.
Step 10 Click Apply to save your changes.
Note You must enter a valid string in the operExtn field to save your changes.
Configuring Script Parameters
Use this procedure to configure script parameters.
Note All the steps in this section are required.
Step 1 Choose
IVR
>
IVR Applications
. The IVR Applications window appears.
Step 2 Click
Add
to begin configuring IVR script parameters.
or
Step 3 Click on the name of an existing IVR application. The Edit window appears.
The list of script parameters, generated dynamically, depends on your installation. The following types of scripts may be available in your installation:
-
busClosedPrompt
-
holidayPrompt
-
welcomePrompt
-
disconnectAfterMenu
-
dialByFirstName
-
allowExternalTransfers
-
MaxRetry
-
dialByExtnAnytime
-
busOpenPrompt
-
businessSchedule
-
dialByExtnAnytimeInputLength
-
operExtn*:
Step 4 For each script parameter in your installation, select the appropriate script from the drop-down list.
Step 5 Click
Upload
. The
Upload
dialog box appears.
Step 6 In the
Upload
dialog box:
a. Enter the source filename, or path to the file you want to upload.
Tip Click the Browse button to help you find the directory with the file you want to upload.
b. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the script.
c. Click the box to overwrite the destination file, if the file already exists.
d. Click
Upload
to save your settings. You can also manage scripts using
System
>
Scripts
. See
Configuring System Scripts Using Editor Express
.
Step 7 Click
Add
in the IVR Applications window to save your settings.
Deleting a Script
Use this procedure to delete a script.
Step 1 Choose
IVR
>
IVR Applications
. The IVR Applications window appears.
Step 2 Check the box of the file to delete from list and click
Delete
.
Step 3 Click
Ok
or
Cancel
to complete the task.
Configuring HTTP Triggers
Perform the following tasks from the IVR HTTP Triggers window:
Adding HTTP Triggers
Use this procedure to add IVR HTTP triggers.
Step 1 Choose
IVR
>
HTTP Triggers
. The IVR HTTP Triggers window appears.
Step 2 Click
Add
. The Add an HTTP Trigger window appears.
Step 3 Choose an application from the drop-down list. The list of applications, generated dynamically, depends on your installation.
Step 4 Enter the URL. Use the format, http://:8080/<suffix>
Step 5 Enter the Maximum Sessions.
Step 6 Choose
Yes
or
No
to indicate whether you would like this HTTP trigger to be enabled.
Step 7 Select the language.
Step 8 Click
Add
to save your settings.
Deleting HTTP Triggers
Use this procedure to delete an HTTP trigger.
Step 1 Choose
IVR
>
HTTP Triggers
.
Step 2 Click in the box next to the trigger that you want to delete.
Step 3 Click
Delete
from the menu at the top of the screen.
Step 4 Click Ok to delete the file.
Editing HTTP Triggers
Use this procedure to edit an HTTP trigger.
Step 1 To edit an HTTP trigger, go to the
IVR
>
HTTP Triggers
window.
Step 2 Click the HTTP trigger name. The selected HTTP trigger profile window opens.
Step 3 Edit the
Application
,
Maximum Sessions
, and
Language
fields as needed.
Step 4 Click
Yes
or
No
whether you want this HTTP trigger to be configured.
Step 5 Click
Apply
to save your settings.
Viewing HTTP Triggers
Use this procedure to view a list of configured HTTP triggers.
Step 1 Choose
IVR
>
HTTP Triggers
. The IVR HTTP Triggers window appears and contains a list of HTTP triggers and the following fields for each HTTP trigger.
-
Name—Name of the application suffix.
-
Application—Name of the application.
-
Enabled—Whether the auto attendant is enabled.
-
Maximum Sessions
-
Language
Configuring VoiceXML Applications
Perform the following tasks from the IVR VXML Applications window:
Adding VoiceXML Applications
Use these procedures to add VoiceXML applications.
Step 1 Choose
IVR
>
VXML
Applications
. If no VXML applications are configured, you must configure a new file.
Step 2 Click
Deploy
to add a new VXML application file. The Upload window appears.
Note The following steps are required.
Step 3 In the
Upload
window, enter the source filename.
Tip You can search for a file on your hard drive by clicking the Browse button.
Step 4 Enter the name for your source file.
Step 5 Click
Upload
to save your settings.
Deleting VoiceXML Applications
Use this procedure to delete VXML applications.
Step 1 Choose
IVR
>
VXML
Applications.
Step 2 Click the box to select the application to delete.
Step 3 Click
Delete
. The system asks if you are sure that you want to delete the application.
Step 4 Click
Ok
or
Cancel
to complete the task.
Starting VoiceXML Applications
Use this procedure to start VXML applications.
Step 1 Choose
IVR
>
VXML
Applications
.
Step 2 Click the box to select the application you want to start.
Step 3 Click
Start
. The status of the selected application appears in the Status field.
Stopping VoiceXML Applications
Use this procedure to stop VXML applications.
Step 1 Choose
IVR
>
VXML
Applications
.
Step 2 Click the box to select the application that you want to stop.
Step 3 Click
Stop
. The status of the selected application appears in the Status field.
Restarting VoiceXML Applications
Use this procedure to restart VXML applications.
Step 1 Choose
IVR
>
VXML
Applications
.
Step 2 Click the box to select the application to restart.
Step 3 Click
Restart
. The status of the selected application appears in the Status field.
Configuring the Enterprise Database Subsystem
Perform the following tasks from the IVR Enterprise Data Subsystem window:
Adding a Database (DB) Profile
Use this procedure to add a database profile.
Step 1 Choose
IVR
>
Enterprise Database Subsystem
. If no database profiles are found, you must add a new profile.
Step 2 Click
Add
to add a new profile. The
Add DB Profile
window appears.
Step 3 In the
Add DB Profile
window, enter the name of the profile.
Step 4 Enter the profile description.
Step 5 Enter the hostname. You can enter any valid hostname or IP address.
Step 6 Enter the port number.
Step 7 Enter the database type. Choose one of the following from the drop-down menu:
-
IBM DB2
-
Microsoft SQL or MSDE (default)
-
Oracle
-
Sybase
Step 8 Enter the database name.
Step 9 Enter your username.
Step 10 Enter your password.
Step 11 Enter the number of maximum connections.
Step 12 Click
Add
to save your changes. The
Enabled
box is checked default.
Adding and Deleting Optional Database Driver Parameters
Use this optional procedure to add or delete database driver parameters.
Step 1 Choose
IVR
>
Enterprise Database Subsystem
.
Step 2 Click
Add
. The
Add DB Profile
window appears.
Step 3 In the
Add DB Profile
window, enter the
name
of the database driver parameter in the
Name
field.
Step 4 Enter the
value
of the database driver parameter in the
Value
field.
Step 5 Click
Add More
if you would like to add more driver parameters. Additional blank fields appear. Repeat Step 3 and Step 4.
Step 6 Delete driver parameters by checking the box next to the parameter in the list and clicking
Delete
.
Step 7 Click
Add
to save your changes.
Configuring the IVR E-Mail Subsystem
Use this procedure to configure your IVR e-mail subsystem.
Step 1 Choose
IVR
>
E-mail Subsystem
.
Step 2 Enter the default “From” e-mail address. Default is localhost@localdomain.com. When Cisco Unity Express sends an e-mail it uses that e-mail as its own e-mail ID. Use any standard e-mail address.
Step 3 Click
Apply
to save your settings.
Managing IVR Documents
You can manage the following IVR document types from the
IVR Document Management
window:
-
Templates—Plain text documents that have a “.txt” extension.
-
TIFF Images—Image files typically used for fax that have a “.tif” or “.tiff” extension.
-
Generic Files—Any document in any format, even plain text and TIFF files (for example, PDF, GIF, and BMP).
Perform the following tasks from the
IVR Document Management
window:
Configuring IVR Templates
Use this procedure to configure IVR templates.
Step 1 Choose
IVR
>
Document Management
>
Templates
. If no documents are found, you must upload a new document.
Step 2 Click
Upload
. The
Upload
dialog box appears.
Step 3 In the
Upload
dialog box:
a. Select the language.
a. Enter the source filename, or path to the file you want to upload.
Tip Click the Browse button to help you find the directory with the file you want to upload.
b. Enter the destination filename. Enter the same filename as shown in the Source File name field or a new filename for the template.
c. Click the box to overwrite the destination file, if the file already exists.
d. Click
Upload
to save your settings.
Step 4 Click
Ok
to save your changes.
Configuring IVR TIFF Images
Use this procedure to configure IVR TIFF images.
Step 1 Choose
IVR
>
Document Management
>
TIFF Images
. If no documents are found, you must upload a new document.
Step 2 Click
Upload
. The Upload dialog box appears.
Step 3 In the Upload dialog box, perform the following tasks:
a. Select the language from the drop-down list.
a. Enter the source filename, or path to the file you want to upload.
Tip Click the Browse button to help you find the directory with the file you want to upload.
b. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the image.
c. Click the box to overwrite the destination file, if the file already exists.
d. Click
Upload
to save your settings.
Step 4 Click
Ok
to save your changes.
Configuring IVR Generic Files
Use this procedure to configure IVR generic files.
Step 1 Choose
IVR
>
Document Management
>
Generic Files
. If no documents are found, you must upload a new document.
Step 2 Click
Upload
. The Upload dialog box appears.
Step 3 In the Upload dialog box, perform the following tasks:
a. Select the language from the drop-down list.
b. Enter the source filename, or path to the file you want to upload.
Tip Click the Browse button to help you find the directory with the file you want to upload.
c. Enter the destination filename. Enter the same filename as shown in the Source Filename field or a new filename for the file.
d. Click the box to overwrite the destination file, if the file already exists.
e. Click
Upload
to save your settings.
Step 4 Click
Ok
to save your changes.