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UCCXD|
Deploying Cisco
Unified Contact
Center Express
Version 2.0
Lab Guide
Number: 67-2608-01 UCCXD
Lab Guide
Overview
This guide presents the instructions and other information concerning the activities for this
course. You can find the solutions in the activity Answer Key.
Version
The produels this course addresses are now named:
= Cisco Unified Contact Center Express (Unified CCX)
= Cisco Unified IP IVR (Unified IP IVR)
The previous course, Cisco Unified CCX and IP IVR Deployment (CRSD) v4.0, has been
superseded by this course.
The previous course, Cisco Unified CCX and IP IVR Deployment (UCCXD) v1.1, has been
superseded by this course.
The following course name has been revised:
Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) v1.1
The new course name is:
Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 Outline
This guide includes these activities:
m= Lab 2-1: Sizing and Ordering Exercise
Lab 3-1: Review the CRS Installation
= Lab 3-2: Provisioning Telephony and Media
m= Lab 3-3: Test Your Unified CCX Installation
® Lab 3-4: Install the CRS Editor
Lab 4-1: Download and Debug a Seript
Lab 5-1: Start Your New Healthcare Script
Lab 6-1: Collect Caller Input
Lab 7-
Access a Database
= Lab 8-1: Create Logical Operations
= Lab 9-1; Making Caller Transfers
= Lab 9-2: Record Your Own Prompts
= Lab 11-1: Provisioning Unified CCX
Lab 11-2: Install Agent and Supervisor Desktops
= Lab 11-3: Evaluating Sample Script, icd.aef
Lab 11-4: Using Cisco Supervisor Desktop
Lab 11-5: Debug and Observe the Script
= Lab 11-6: Configure IP Phone Agent
= Lab 12-1: Modify Your Healthcare Seript
Lab 13-1: Using Desktop Administration
Lab 13-2: Test Your New Desktop Configuration
= Lab 14-1: Using Remote Monitoring
m= Lab 15-1: Configure Outbound Preview Dialer
m= Lab 15-2: Processing Outbound Preview Calls
m= Lab 16-1: Using Session Management
= Lab 17-1: Enable Auto Attendant for ASR
= Lab 17-2: Test ASR Confirmation Techniques
= Lab 17-3: Testa Simple TTS Script
Lab 18-1: Using CRS Reports
2 Deploying Cisco Untied Contact Center Express (UCCXD) v2.0 (© 2007 Giseo Systems, ne Lab 2-1: Sizing and Ordering Exercise
Complete this lab activity to practice what you leamed in the related lesson
Activity Objective
In this activity, you will size the contact center trunks and agents using the Unified CCX
Advanced Resource Calculator. After completing this activity, you will be able to meet these
objectives:
= Determine how many voice gateway trunk ports are required for your contact center
= Determine how many agents are required for your contact center
m= Use the Web-based IPC Resource Calculator
Required Resources
‘These are the resources and equipment required to complete this activity:
= PC workstation with Mierosoft Internet Explorer or equivalent
Cisco IPC Resource Calculator
Unified CCX 5.0 Configuration and Ordering Tool
Job Aids
These job aids are available to help you complete the lab activity
= UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
(© 2007 Cisco Systems, ne Lab Guige Task 1: Determine Inputs for Ordering Tool
Sizing a contact center means you must gather information about the expected or historical
behavior of that environment. Sizing Metrics as described in the previous lecture.
Incoming Call Timelines
Here is a review of the incoming call timelines:
a aT
Incoming Call Timelines
WR Agent ‘Agent Agent
Ring Answers Answers. Hangs-up Ready
Se sic
Gateway Trunk Occupancy Time
Time IVR Port
License Is Occupied
= Average Handle Time (AHT) includes Agent Talk Time + Wrap-Up Time (ACW)
= Average IVR Port Usage Time includes Call Treatment Time + Queue Delay Time
= Total Voice Trunk Holding Time includes Network Ringing + Call Treatment ‘Time +
Queue Delay Time + Agent Talk Time
Metrics Used for Sizing Calculations
Here is a review of the sizing metrics
= Average Handle Time (AHT): Average duration (talk time) ofa call plus after-call work
time, which is the wrap-up time after the caller hangs up.
= Average IVR Port Usage Time: ‘The total time for prompt play out and/or menu
navigation (if any) in the Unified CCX script,
= Service Level Goal for Agents: Percentage of calls answered by agents within a specific
number of seconds.
= Busy Hour Call Attempts (BHCA): Average number of calls received in a busy hour.
Grade of Service (% blockage) for Voice Gateway Ports to the PSTN: Percentage of
calls that get a busy tone (no gateway trunks available) out of the total BHCA.
4 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, Ine Using the Unified CCX Resource Calculator
‘The inputs required for the subsequent configuration and pricing tool are as follows:
m= Recommended Agents
= Voice Gateway Trunk
= IVR Por Licenses
For Queuing
For IVR
Total
Activity Procedure: Provide the Inputs for the Advanced Resource Calculator
To establish the sizing metries that will be used by the IPC Resource calculator, use the above
call timeline to determine the following:
Stop 1
Step 2
Step 3
Stop 4
Step 5
Step 6
step 7
step 8
Step 9
Step 10
Step 14
Step 12
Open a browser and access the Unitied CCX Advanced Resource Calculator at
(case sensitive, requires CCO partner login):
hitp://tools.cisco.com/partner/IPCCAL/index.htm
For the Project Identification, enter student where is your studentID,
For the Agent Busy Hour Calls in 60 minutes, enter 310 calls,
For the Service Level Goal, enter 90% within 50 seconds.
‘The Average Handle Time for Agents is 250 seconds and the Average After Call
Work Time is 90 seconds. Enter the Average Call Talk Time, Careful here,
think this one over.
For every call the Average Call Treatment time is 35 seconds while the IVR is
prompting and collecting,
The Wait Before Abandon (Tolerance) is 145 seconds.
This contact center has some self-service functions. Calls that are handled by self
service and not sent to an agent are 24
The Self Service Average Call Duration is 38 seconds,
We have two trunk groups offering calls to the call center, The Local offers 38%
of the traffic and the LD offers the balance.
Blockage for the local calls can be 2% and for the LD calls, 1%.
‘You have completed the input portion of the calculator, press Submit to enter the
information into the calculator. The new calculations should appear.
{© 2007 Cisco Systems, ine.
Lab Guide Your Unified CCX Advanced Resource Calculator should
appear like this:
Advarced Servize Techaciogy G/eup
IPCC Advanced Resource Caculatar
Project Identification: Student00
‘Agent Busy HourCalle (BHCA): 60min ¥ 310 calle
Service LevelGoal(SLG): 90% within 50sec | Om50s
‘Avg calltali: time, 160 see ands
‘Avg ater call worktime: 90 seo 1m306
Avghandle tine (Agent calls) 250 see i108
AvgCallteatment Time (VR): 35 see om 35s
Wait before abandon Tolerance): 145 sec am 25s
Self Service Calle (VR-BHCA): 35
Self Service Average Call Duration: 0 sec
PSTN Trunk Groups: [Laeal {LD
Trunk Group Allocation (38% 62%
Blockage %: (2% 1%
(Gace seaibaeivieutaA genteel]
‘Récommented Agents'26
Agent calls completed (BHCC): 305 calls ‘5 Blocked calle
SelfService Calls Answered (BHCC): 34 calls 1 Blocked calls
(Calls answered within SLG:91% within ‘S0sec
Calls answered beyond SLO 9% beyond
Queued calls: 23.4%
Calls answered immediately: 76.6%
Avg Queue TimeAQD): 52 see
Avg Speed to Answen(ASA):12 sec
‘Avg call uration: 27 see
‘Agents ulation 81%
Calle exceeding Abandon Tolerance: 1% 3Calls
IVR pests required for queuing 51VR Ports Hl é
TRpows required forcalluenment 56 0
WRportsrequredforsdfeersceO = «0D
Sum of VR Porte and Utiization 161VR Ports | 20 Utilization
Woice Trunks Required CTO1 - 705): 12 ob 0 D
‘Sum of Trunks end Utilization 31 Trunks ‘53% Uuiization
6 Deploying Cis Unies Contact Center Express (UCOXD) v2.0 (© 2007 Giseo Systems, Inc. Document the Results
Use the results from the Unified CCX Advanced Resource Calculator to answer these
questions:
QI) What is the number of recommended agents? _
2) What is the Average Handle Time for Agents?
Q3) Was the Service Level Goal obtained with this configuration?
Q4) What percentage of the calls are expected to be queued?
Q5) How many local trunks are required?
6) How many local trunks are required for self service?
Q7)— Whats the total number of voice trunks required?
Q8) Is the recommended agent tally the number of agents for 24 hours?
{© 2007 Cisco Systems, Inc Lab Guide Task 2: Use the Cisco Unified CCX 5.0 Configuration and
Ordering Tool
‘This task will have you use the CRS Configuration and Ordering Tool to develop an order for
this customer.
Activity Procedure
To create the configuration and the order for this customer, complete these steps:
Step1 Download the CRS Configuration and Ordering Too! from:
hutp:/!www.cisco.conven/US/partner/produets/sw/custeosw/ps1846/prod_how_to_order.html
Step 2 Start the Configuration and Ordering Tool on your PC.
Step 3 Carefully read the first page and adhere to the suggestion that you acquire a new:
copy from the web before using. Provide Beta feedback as you desire.
Step 4 Click Next to go to the information page.
Step5 Click Tell Me About Auto-Configuration and read the information about this,
feature,
Step 6 Click Back to return to the information page,
Step7 Click Start My Configuration to describe your configuration
Describe Your Configuration
Step 8 Provide the following answers for this page:
Page Question Answer
Describe Your | Should this configuration provide High Availabilty? | Yes
Configuration
Please select the sales scenario for which you want | Create a NEW
to configure, bid assure and create a bill of configuration
materials,
‘Which product do you want to configure? Premium
Do you want to order Unified Communications UCSS 3 Year
Subscription Service (UCSS)? If so, pick the
appropriate term of service.
‘The tool can create a Bill of Materials (BOM) with | Create Cisco Direct
Product IDs to order direct from Cisco or to order | Product IDs
{rom a Cisco Distribution partner. Which do you
prefer?
Is this a stand-alone or co-resident configuration? _| This is a dedicated
COX cluster
configuration
8 Deploying Gisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine. Configure a New Order
Step9 Provide the following answers for this page:
Page Question Answer
Configure NEW ] 1. Average Call Duration & Agent Recording,
Order minutes?
2, Number of Seats required (REQUIRED USER | 26/7
INPUT). Agent Supervisor
3. Number of Concurrent OUTBOUND Preview | 14
Dialer Seats Required
4. Number of Configured (nol concurrent) Gualiiy —]
Manager Seats Required
'5, Number of Configured (not concurrent) 4
| Workforce Management Seats Required
6. Number of Simultaneous recording Sessions 4
17. Number of Simuttaneous monitoring Sessions | g -
3. Number of Simultaneous Remote Monitoring | 4
Sessions
Number of Simultaneous Historical Reporting Sessions | 1
8, Order SOL 2000? No
70. Numbar of Advanced IWR Ports configured =
14, Total licensed Advanced IVR Ports = 52
11. Number of VXML ports for DTMF support
12, Number of ASR Ports
13, Number of TTS Ports
| 14. United COX Gateway PG
| 15. Check box to Order Server (HA) Yes
1© 2007 Cisco Systems, Ine Lab Guide Bill of Materials
Use the Bill of Materials from the configuration tool to answer the following questions about
this order:
QI) What is the List Price for this Total Onder? _
2) How many Premium Seats were ordered? _
Q3) According to the Configuration Limitations, how many CSQs may be configured?
Q4) How many hardware servers were ordered?
10 Deploying Cisco Unified Contact Centar Express (UCOXD) v2.0 (© 2007 Gisco Systoms, In. Lab 2-1 Answer Key: Sizing and Ordering Exer
e
When you complete this activity, your answers will be similar to the following, with
differences that are specific to your device or workgroup.
Unified CCX Advanced Resource Calculator Answer:
Qn
Q2)
Q3)
Q4)
Q5)
Q6)
Q7
Q8)
What is the number of recommended agents? 26 _
What is the Average Handle Time for Agents? __250 se
Was the Service Level Goal obtained with this configuration? __ 91%,
What percentage of calls are expected to be queued? _23.4%
How many local trunks are required? __12,
How many local trunks are required for self service? _0
‘What is the total number of voice trunks required? 31
Is the recommended agent tally the number of agents for 24 hours? __no, Busy Hour_
Bill of Materials Answer:
Qn
Q2)
Q3)
Q4)
What is the List Price for this Total Order? __S $145,525 USD
How many Premium Seats were ordered” 33
According to the Configuration Limitations, how many CSQs may be configured?
78,
How many hardware servers were ordered?
12 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, Inc Lab 3-1: Review the CRS Installation
Complete this lab activity to practice what you leamed in the related lesson.
Activity Objective
In this activity, you will review the CRS installation for this classroom. After completing this,
activity, you will be able to meet these objectives:
Display the servers in a cluster
= Display CRS server states
= Display feature states
m= View Traces on all servers in a CRS cluster
= Display cluster license information
= Check CRS server details
= Check CRS LDAP server information
= Check system parameters
Observe user rights
= Check the installer logs
Required Resources
‘These are the resources and equipment required to complete this activity:
Operational Unified Communications Manager (CM), v4.2, v5.1 or V6.0
= Unified Contact Center Express (CCX), v4.0(5), v4.1, oF v5.0
m= Student PC with MS Windows XP, SP2
® Cisco IP Phone, 7940 or better
Network connectivity between the Unified CCX system and the PC Workstation
Job Aids
These job aids are available to help you complete the lab activity.
@ UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
(© 2007 Cisco Systems, nc LabGuce 13, Task 1: Display CRS Servers in the Cluster
‘The classroom lab has several servers in each cluster. ‘This lab will permit you to observe the
servers within the cluster
Activity Procedure
To display the CRS Servers and other activities, complete these steps:
Step 1 To access the CRS Administration Main Page, open your Web browser (MS IB,
Netscape or FireFox). Your Home Page should appear.
‘Step2 Ener the following URL: http:///appadmin, Use your
Student Grid to determine the CRS Server IP Address. The Authentication Page
appears.
Step3 On the Authentication Page, enter your User Identification and Password
(student=xx>), Asan example: ID = student08, Password = student08,
Stop4 Click Log On. The Cisco Application Administration page appears,
QI) What CRS software version is installed? SO.
Step5 To display the servers in this cluster, select System > Control Center. ‘The
Control Center page opens and the servers appear on the left pane.
Pfs
Q2) What is the status of the entire cluster’
Note For CCXS.0, if this is a single-servor implementation, the page will open to that server page.
Step In the left pane, select the Features tab.
Q3)_— What CRS Features are installed for this lab? PCC x geo
Stop7 Leave your CRS Administration page open for the remainder of these activities.
14 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systoms, nc Task 2: Display the CRS Server States
‘This activity will permit you to observe the server states of each server.
Activity Procedure
To display the CRS Server States, complete these steps:
Step1 From the CRS Administration menu bar, choose System > Control Center. The
Control Center page opens.
Stop2 Click on one of the CRS servers and the Server page will appear for that server.
Ql) What is the status of this server? fis
Step3 Observe that this is the page for stopping and starting the CRS Engine or any
other services installed and activated on that server. Do not stop the server. It
really annoys your lab partners!
step 4 For the CRS Engine service, examine the Info for that service.
©) When nant it rina fr ar as hie a
O16 faguoibel
Step Click OK in the info window to close the window.
Step6 Select the CRS Engine service Log (eyeglasses) and note the log is filtered for that
service (MIVR).
Step7 Click the Back button on your browser to return to the Server page,
'©-2007 Cisco Systems, no. LabGuce 15 Step8 —_Sclect Server Details to observe the details of this server.
Detailed information about any server in the CRS Cluster may be displayed through,
the CRS Administration pages. This information includes:
Server IP Address 0. 5-0 4e
Server Hostname c5- bea. 40
= state Pfs
m= Hardware Type 76 4S+102
= Install Time 7252
wm Last Restart 1 ass
m= Hardware Properties
= Services for enabled components (regardless of state)
m= Software Version
m= Time of upgrade
server Description
Q3) What is the software version? So
4) What is the Upgrade time and date? __
QS) What is the server host name?
Step 9 Close the Server Det:
window.
‘Step 10 From the Server page, expand the CRS Engine, the Manager and the Subsystem
Manager to see all of the CRS Engine Subsystems status. The right arrow
indicates the service is running, a square block indicates the service is inactive
16 Deploying Cisco Unied Contact Genter Express (UCOXD) v2.0 1© 2007 Cisco Systems, Ine Task 3: Display Feature States
This activity will permit you to observe the feature states of each server.
Activity Procedure
To display the CRS Feature States, complete these steps:
Step 1
Step 2
Stop 3
Stop 4
From the CRS Administration menu bar, choose System > Control Center. The
Control Center page opens displaying the cluster and all of the servers in the
cluster.
Click on the Features tab. The Feature page will open.
Click on the feature IPCC Express.
s in the cluster.
Note the Service Names appear again for all of the serv.
Task 4: View Traces on All CRS Cluster Servers
This activity will permit you to view the trace settings for all of the CRS Servers in the cluster.
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From the CRS Administration menu bar, choose System > Control Center. The
Control Center page opens.
Select a CRS server and then select the hyperlink for Server Traces.
Select the CRS Engine and open the most recent MIVR log. Observe the entries
and their time stamps. ‘These are files we will use in the course to resolve trouble.
Close the log window.
Return to the Control Center page for the cluster.
Click Servers to return to the correct page.
{© 2007 Cisco Systems, Ine
Lab Guide
7 Task 5: Display Cluster License Information
Unified CCX v4.0(x) and v5.0(x) allow licenses to be changed without the need to reinstall the
software,
Activity Procedure: CCX 4.0(x)
To view the license information, complete these steps:
Step 1 From the CRS Control Center page, select the License Information hyperlink.
The License Information page opens. This is the license information for the entire
cluster.
QI) What package is licensed on this system?
Q2) How many Agent seats are licensed?
Step 2 This is the page where licenses can be added, Click Add License to see that you
can add a * lic file or a * ip file.
‘Step3 Return to the Control Center page for the cluster,
Activity Procedure: CCX 5.0(x)
To view the license information, complete these steps:
Stop 4 From the CRS Control Center page menu bar, select the System > License
Information. The License Information page opens. This is the license
information for the entire cluster.
QL) What packages is licensed on this system? (few
Q2) Do we have a license for High Availability? 7
Q3) How many Preview Outbound Seats are configured? 6
Q4) How many Agent seats are licensed? 308
‘Stop 5 This is the page where licenses can be added. Click Add License to see that you
can add a *li file or a *.zip file
‘Step6 Return to the Control Center page for the cluster.
38 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, '© 2007 isco Systems, Inc Task 6: Check System Parameters
‘The system-wide parameters are found on the System Parameters page.
Activity Procedure
To visit the System Parameters page, complete these steps:
Step1 From the CRS Administration menu bar, choose System > System parameters,
‘The System Parameters Configuration page opens.
Step2 The Agent state after a Ring No Answer event can be set on this page. Note it is,
set to Not Ready by default
Step3 Observe the other system-wide settings on this page.
Task 7: Observe and Modify Your User Rights
Users are granted Administrator or Supervisor permissions from the User Management sereen,
Activity Procedure: CCX 4.0(x)
Complete these steps:
Step1 From the CRS Administration menu bar, choose Tools > User Management. The
User Management page opens.
Step2 Confirm that your user has been included in the CRS Administrator / Supervisor
section on the left.
step3 Be sure you have both Administrator and Supervisor group rights. Ifnot, add the
missing group (Administrator or Supervisor) to your user. This activity makes your
user a supervisor for the Cisco Supervisor Desktop.
Activity Procedure: CCX 5.0(x)
Complete these steps:
Step1 From the CRS Administration menu bar, choose Tools > User Management. The
User Management page opens.
Step2 Select your student user ID (student). The User Configuration page appears.
Step3—Forthe
ipabilities, assign your student the following capabilities:
= Administrator (if not already assigned)
= Supervisor
= Reporting. Select both historical packages.
Step4 Click Update
{© 2007 Cisco Systems, ne lab Gude 19 Lab 3-2: Provision Telephony and Media
‘Your applications will use telephony and media resources dedicated to your applications,
Other students will not use these resources. At this time we are not setting up any Unified CCX
functions, only Unified IP IVR. Thus we will set up agents, teams and other contact center
functions in a later lab.
Activity Objective
In this activity, you will provision the system telephony and media subsystems in preparation to
the application configuration. After completing this activity, you will be able to meet these
objectives:
m= Create a JTAPI provider
= Adda JTAPI Call Control / Unified CM Telephony Call Control Group
= Add CMT Dialog Groups
Required Resources
These are the resources and equipment required to complete this activity
S.1, or v60
= Operational Unified Communications Manager (CM), v4.
= Unified Contact
= Student PC with MS Windows XP, SP2
= Cisco IP Phone, 7940 or better
Center Express (CCX), v4.0(5), v4.1, of v5.0
= Network connectivity between the Unified CCX system and the PC Workstation
Job Aids
‘These job aids are available to help you complete the lab activity
@ UCCXD Student Guide
# UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
20 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, Ine Task 1: Observe the Telephony Provider — Observe Only!
‘The JTAPI Provider area of the JTAPI Configuration web page allows you to specify the host
name or IP address of the server running Cisco Unified CM CTI Manager and specify the user
ID and password that will allow Cisco Unified CM to direct calls to the CRS server.
When the CRS server starts, the JTAPI Provider / Unified CM Telephony (user) will log into
the Unified CM and take control of the devices you have associated (CTI Ports, CTI Route
Points)
The name of this provider is:
m= For CCX 4.009): JTAPI
m= For CCX 5.0(x): Unified CM Telephony
Activity Procedure: CCX 4.0(x) / CCX 5.0(x)
In a new system, provisioning the JTAPI Provider is the first step to configure telephony and
media. However, only one JTAPI Provider can be configured for a CRS Server. Thus you will
observe the JTAPI Provider that your instructor previously provisioned.
Caution Donat modify the JTAP! Provider pagel!! Observe only!
To observe the ITAPI Provider and Subsystem, complete these steps:
Step1 From the CRS Administration menu bar, choose Subsystems > JTAPI / Unified
CM Telephony. The ITAPI / Unified CM Telephony Call Control Group
Configuration page opens.
‘step2 From the left pane, select JTAPI Provider / Unified CM Telephony Provider.
‘The ITAPI / Unified CM Telephony Configuration page opens.
Step3 Note the IP Address for the JTAPI / Unified CM Telephony Provider. For CCX
5.0, this is a Read-only page. The provider information was previously configured
‘on the Unified CM Configuration page.
QI) The JTAPI/ Unified CM Telephony Provider lives on what server?
ie ote
2) What is the User Prefix for this CRS Cluster? apie
When this page is initially created, the User Prefix ise
However, each node has its own user ID on the Uniti
The syntax of the User ID is: _ For example, if you set the User Prefix.
to jtapid0, then the User ID for Node | will be jtapi40_1, for Node 2 jtapi40_2 and so on. A
Unified CM user will be created for each node running the CRS Engine component,
‘The JTAPI triggers will be associated to all the users; CTI ports created for a particular node
are associated only to users for that node.
Step4 Click Cancel / Unified CM Telephony Call control Group to return to the
ITAPI / Unified CM Telephony Call Control Group Configuration page.
{© 2007 Cisco Systems, in. Lab Guide 2t Task 2: Add Your Call Control Group
This task will enable you to create a JTAPI / Unified CM Telephony Call Control Group whieh
will pool together two CTI Ports which the system uses to serve calls as they arrive at the CRS
server. This activity will be conducted on the CRS Administration pages, but will ercate and
associate the new CTI Ports on the Unified CM. This Call Control Group will only be used by
your application and not by any other students.
Activity Procedure: CCX 4.0(x)
To add your JTAPI Call Control Group, complete these steps:
Step1 From the CRS Administration menu bar, choose Subsystems > JTAPI. ‘The
STAPI Call Control Group Configuration web page opens.
Step2 Click the Add a New JTAPI Call Control Groups hyperlink. The Unified CM
login page appears
Step3 If prompted, enter the Unified CM Login User ID (cisco) and Password (cisco)
and click Logon. The JTAPI Call Control Group Configuration web page opens.
Stop4 On this page, enter the following information, Remember “" is your student
ID.
Page Area Field N Value
Group information _| Group 1D 4003
Description (COG=xX>
~__| Number of CTI Pons 2
‘Directory Number Starting Directory Number | 43
— Device Name Prefix erie
Device Pool = Default
DN Galing Search Space | None
Redirect Calling Search | Redirect Party
Space |
‘All other values [None 7
Step The next process requires only one student at a time to be adding CTI Ports. If
many students try adding, you may see “MUTEX” errors or experience delays. If
‘you ate the first o add CTI Ports, announce “Adding!” to your fellow students,
‘They will wait until you announce “Finished” in 2 following step.
Step6 Click Add. The Administration process will create the CTI ports and associate
them with the JTAPI Provider on this CRS Server,
Caution Wait for this process to complete on the Unified CM
Step7 The JTAPI Call Control Group Configuration summary web page opens. The call
control group you just added appears in the Group ID column, Announce
“Finished” so others may continue.
2
Deploying Cisco Uniied Cantact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, Ine. Stop8 If you are next to add CTI Ports, announce “Adding” when starting and
“Finished” when completed.
Activity Procedure: CCX 5.0(x)
To add your Unified CM Telephony Call Control Group, complete these steps:
‘Step 1 From the CRS Administration menu bar, choose Subsystems > Unified CM
Telephony. The Unified CM Telephony Call Control Group Configuration web
page opens,
Step2 Click the Add a New Unified CM Telephony Call Control Group hyperlink.
The Unified CM login page appears.
Step3 If prompted, enter the Unified CM Login User ID (cisco) and Password (cisco)
and click Logon. The Unified CM Telephony Call Control Group Configuration
web page opens,
Step4 On this page. enter the following information. Remember “" is your student
1D.
Page Area Field Value
Group information | Group ID 403
—— fwumberororirons —# SS
“Directory Number | Media Termination Suppor [NO
| Starting Directory Number [4003
_ Device Name Prefix [ow
_ | Device Poot Default
| Redirect Caling Search| Rediect Party
| Space
‘Al Others | ai other values Default
‘Step5 The next process requires only one student at a time to be adding CTI Ports. If
many students try adding, you may see “MUTEX” errors or experience delays. If
you are the first to add CTI Ports, announce “Adding’” to your fellow students.
They will wait until you announce “Finished” in a following step.
Step 6 Click Add. The Administration process will create the CTI ports and associate
them with the Unified CM Telephony Provider on this CRS Server.
Caution Wait fr this process to complete on the Unified CM. Oo not refresh the browser.
‘Step7 The Unified CM Telephony Call Control Group Configuration summary web page
opens. The call control group you just added appears in the Group ID column.
Announce “Finished” so others may continue.
Step 8 Ifyou are next to add CTI Ports, announce “Adding” when starting and
“Finished” when completed.
{© 2007 Cisco Systems, In. Lab Guide 23. Task 3: Add CMT Dialog Control Groups
To enable your CRS applications to handle simple DTMF-based dialog interactions with
customers, you will need to provision the Cisco Media subsystem to configure CMT dialog
groups, To handle ASR and TTS interactions, ASR/TTS Dialog groups will be configured in a
Tater lab,
Activity Procedure: CCX 4.0(x) and CCX 5.0(x)
Note COX 5.0 has, by default, a Cisco Media Termination Dialog Group created by the installation
process. This group called “Default” may be adequate for most deployments.
To configure your CMT dialog group, complete the following steps:
Step1 From the CRS Administration menu bar, choose Subsystems > Cisco Media. The
Cisco Media Termination Dialog Group Configuration summary web page opens.
Step2 Click the Add a New CMT Dialog Control Group hyperlink. The Cisco Media
Termination Dialog Group Configuration web page opens,
Stop3 On this page, enter the following information:
Field Name | Value
Grou 42008
Description Cisco Media Group 420>8
Number of Licensed IVR | (Display Only)
Ports
‘Maximum Number of 4
Channels
Step4 Click Add. The Cisco Media Termination Dialog Group Configuration summary
‘web page opens, showing your new CMT dialog group.
24 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, ne Task 4: Observe the New CTI Ports on the Unified CM
Now you can visit Unified CM administration to confirm that your CTI Ports have been created
by CRS Administration,
ity Procedure:
Step 1
Step 2
Stop 3
Stop 4
Step 5
Stop 6
Step 7
Step 8
ity Procedure:
Step 1
Step 2
Step 3
Stop 4
step 5
Step 6
CCX 4.0(x)
From your browser window, access the Unified CM Administration pages by
entering the following URL: https:///cemadmin. The
Unified CM Administration page appears
If prompted, enter the Unified CM Login User ID (cisco) and Password (cisco)
and click Logon. ‘The Unified CM Administration page appears.
From the Unified CM Administration menu bar, choose Device > Phone, The
Find and List Phones page appears.
To find your new CTI Ports, use the pull down to select Directory Number and
Begins with and 4.
Click Find and your CTI Ports should appear.
Ifthe lab configuration has a standby server, note how many CTI Ports you
created,
Check the jtapi user to assure your new ports have been associated with the jtapi
user. (Forgot? To determine the jtapi user for your CRS cluster, go to CRS
Administration > Subsystems > JTAPI Provider > User Profile)
CCX 5.0(x)
From your browser window, access the Unified CM Administration pages by
entering the following URL: httpst///cemadmin, ‘The
Unified CM Administration page appears.
If prompted, enter the Unified CM Login User ID (CCMAdministrator) and
Password (ciscoS280) and click Logon, The Unified CM Administration page
appears,
From the Unified CM Administration menu bar, choose Device > Phone. The
Find and List Phones page appears.
To find your new CTI Ports, use the pull down to select Direetory Number and
Begins with and 4.
Click Find and your new CTI Ports should appear.
Ifthe lab configuration has a standby server, note how many CTI Ports you
created, Was it 2 or 4?
{© 2007 Cisco Systems, ne.
labGude Step7 Check the jtapi user to assure your new ports have been associated with the jtapi
user. (Forgot? Sure you did! To determine the jtapi user for your CRS cluster, g0
to CRS Administration > Subsystems > Unified CM Telephony > Unified CM
Telephony Provider).
In the Unified CM Administration, got to User Management > Application User.
Find a user whose user ID begins with jtapi. You should see your new user.
Step 8 Congratulations! Close the Unified CM Administration,
Step9 Return to CRS Administration for the next exercises
26 Deploying Cisco Unifed Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, Ine. Lab 3-3: Test Your Unified CCX Installation
In this lab, you will test the installation by setting up a simple application using the default auto
attendant script (aa.aef). The CRS installation places the scripts, prompts and grammars so that
the script works “out of the box”. The default auto attendant script is perfect for testing your
installation. If it works, everything else will probably work. This is only a test of the Unified
IP IVR functions. Testing Unified CCX functions will follow in a later lab.
Ina subsequent lab, you will manage scripts, manage prompts, build an application and build a
trigger.
Activity Objective
In this activity, you will test a new CRS Script Application using the provided script for auto
attendant, After completing this activity, you will be able to meet these objectives:
= Adda new Cisco CRS Script Application
Adda new JTAPI Trigger for the new application
= Resynchronize JTAPI information
= Call and test the new application
Required Resources
‘These are the resources and equipment required to complete this activity’
= Operational Unified Communications Manager (CM), v4.2, v5.1, of v6.0
= Unified Contact Center Express (CCX), v4.0(5), v4.1, oF v5.0
= Student PC with MS Windows XP, SP2
= Cisco IP Phone, 7940 or better
= Network connectivity between the Unified CCX system and the PC Workstation
= IP Phone from which to launch calls
Job Aids
‘These job aids are available to help you complete the lab activity.
= UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
(© 2007 Cissa Systems, nc lab Gude 7 Task 1: Add a New Cisco CRS Script Application
In this task you will add a Cisco Seript Application to allow the installation test to proceed,
This will be the script application you will use for the duration of the class using different
prompts and scripts. This will require two setup functions:
= Configure (add) the Cisco Script Application
|= Add a JTAPI Trigger to invoke the application
Activity Procedure: CCX 4.0(x)
To build a Cisco Script Application to test your installation, complete these steps:
Step From the CRS Administration menu bar, choose Applications > Application
Management. The Application Configuration summary web page opens.
Step2 Click the Add a New Application hyperlink. The Add a New Application web
page opens
‘Step3 From the Application Type drop-down menu, choose Cisco Script Application
and click Next. The Cisco Script Application configuration web page opens.
Step 4 Use this web page to specify the following:
Field Name Value
Name ApD=XX>
Description (CCX 4.0(x)) | (Tab to Popuiate)
‘0 OG (Must be unique)
"Maximum Number of 4
Sessions
Enable [yes
‘Script "| aa.aet (The Cisco-provided Auto
‘Atendant script)
Default Sept ‘System Default
StopS Click Add. The Cisco Script Application page refreshes, the Add New Trigger
hyperlink appears on the navigation bar, and a dialog box opens with the following
message: The operation has been executed successfully.
Step6 Click OK to close the dialog box.
Step7 _Remiain on this Cisco Script Application page for the next task.
"Now you must add the JTAPI trigger so you can invoke this application.
28
Deploying Cisco Uniid Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, inc. Activity Procedure: CCX 5.0(x)
To build a Cisco Script Application to test your installation, complete thes
e steps
Step From the CRS Administration menu bar, choose Applications > Application
Management. The Application Configuration summary web page opens
Step2 Click the Add a New Application hyperlink, The Add a New Application web
page opens,
Step3 From the Application Type drop-down menu, choose Cisco Seript Applicati
and click Next, The Cisco Script Application configuration web page opens,
Stop.4 Use this web page to specify the following:
Field Name Value
Name AppexX>
0 “ (Must be unique)
Maximum Number of 4
Sessions
Seri 'SSCRIPT[aa aol] (The Cisco-
provided system Auto Attendant
Script)
Enabled Yes
Default Script ‘System Default
Step5 Click Add. The Cisco Script Application page refreshes, the Add New Trigger
hyperlink appears on the navigation bar, and a dialog box opens with the following,
message: The operation has been executed successfully.
Step6 Click OK to close the dialog box.
Step7 Remain on this Cisco Script Application page for the next task.
Now you must add the JTAPI trigger so you can invoke this application,
‘© 2007 Cisco Systems, Inc.
labGude 29 Task 2: Add a JTAPI Trigger for Your Applica
n
For this task, you will define the JTAPI trigger and the directory number you will use to call
your application.
The trigger will be available when you set up your application in the next
exercise. This trigger and the directory number will be used by you for the rest of the class.
‘This CRS Administration activity also creates a CTI Route Point on the Unified CM and
associates it with the JTAPI user.
Activity Procedure: CCX 4.0(x)
To add your JTAPI trigger (and CTI Route Point), complete these steps:
step 1
Step 2
Step 3
Stop 4
From the CRS Administration Cisco Script Application page, in the left panel,
select Add new trigger. The Add a New Trigger web page opens.
For the Trigger Type, select JTAPI.
Click Next. ‘The JTAPI Trigger Configuration page opens,
On this page, enter the following information. As a reminder, is your
student ID,
Directory Number
“Trigger Information
Directory Number
Parition
Language
42xx>2,
None
| System Default
Application Namo
‘App (Dialog Only)
Maximum Number of 4
Sessions
Iale Timeout 5000
Enabled Yes
- Cali Control Group cose
‘step 5
Step 6
| Primary Dialog Group
| Secondary Dialog Group
| All Other Fields
isco Media Group #48
Leave as default values
Click Add, The Cisco Script Application page appears with the new trigger in the
left pane.
If you are experiencing "MUTEX" errors again, coordinate with your lab mates to
complete this activity.
30 Deploying Cisco Untied Contact Centar Express (UCOXD) v2.0
'© 2007 Cisco Systems, Ine Activity Procedure: CCX 5.0(x)
To add your JTAPI trigger (and CTI Route Point), complete these steps:
Step1 From the CRS Administration Cisco Script Application page, in the left panel,
select Add new trigger. The Add a New Trigger web page opens.
Step2 For the Trigger Type, select Unified CM Telephony Trigger.
Stop3 Click Next. The Unified CM Telephony Trigger Configuration page opens,
Stop4 On this page, enter the following information. As a reminder, is your
student ID.
Page Area Field Name Value
Directory Number Directory Number 1eXX2
Trigger Information | Language System Default
—__| Application Name ‘ApD (Dialog Only)
Z Device Name oe
Description English ON
Call Control Group Unified CM Telephony Group
HAXXS (4X3)
‘Advanced Trigger Enabled Yes
Information
~_| Max Number of Sessions | Defaut
7 Ine Timeout 5000
Override Media Termination | Yes
Selected Dialog Groups | Cisco Media Group #4Xx8
(omove default)
CTI Route Point info | Alering Name ASCI | =Your Name>
FA Other Fields | Leave as default values
Step5 Click Add. The Cisco Script Application page appears with the new trigger in the
left pane.
Step If you are experiencing “MUTEX” errors again, coordinate with your lab mates to
complete this activity.
{© 2007 Cisco Systems, ie, Lab Guide 3t Task 3: Call and Test Your New Application
‘You are now ready to test your application by calling the di
Point.
ctory number for the CTI Route
Activity Procedure
To test your application, complete these steps:
Step 1 Dial your application’s directory number. You will hear “Welcome to the
Automated Attendant, If you know the phone number, press 1. If you know the
name, pres
Step2 Press |. The application will respond with “Enter the phone number and then
press the pound key’
Step3 Enter your lab partner's telephone number. ‘The application will respond with
“Calling”. Your lab partner's phone will ring,
Step 4 Ask you partner to answer the phone. Visit a bit!
Congratulations! You have successfully created a test application using the Auto Attendant
script that came with the CRS installation. Your system is working properly.
Activity Review: Configure a Script Application
Asa review, these are the eight steps for configuring a CRS Script Application:
1. Manage Seripts, add scripts to repository
2. Manage Prompts, place .way files or zip files in directories
3. Install Grammars, place in directories "
4. Install Custom Languages *
5. Install Java Files, create class paths, place files *
6. Add a Cisco Script Application
7. Add a CTI Trigger for each application
8. Make a test eall
These simple tasks only invoked the steps 6-8 to facilitate the installation test. In the next labs,
you will use more steps (1-2) to place scripts and prompts. In later labs, we you will use steps
(G-5) to facilitate ASR and TTS.
32 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Inc Lab 3-4: Install the CRS Editor
Now you will install the CRS Editor onto you classroom PC in preparation for the next lesson,
Activity Objective
In this activity, you will install the Cisco CRS Editor on your desktop PC, After completing this.
activity, you will be able to meet these objectives:
= Install the Cisco CRS Editor
m= Start the Editor and log onto the CRS Server.
Required Resources
These are the resources and equipment required to complete this activity:
Operational Unified Communications Manager (CM), v4.2, v5.1, 0F V6.0
® Unified Contact Center Express (CCX), v4.0(5), v4.1, or v5.0
Student PC with MS Windows XP, SP2
= Cisco IP Phone, 7940 or better
‘= Network connectivity between the Unified CCX system and the PC Workstation
= IP Phone from which to launch calls
= Installed CRS Editor on PC Workstation
Job Aids
‘These job aids are available to help you complete the lab activity.
= UCCXD Student Guide
= UCCXD Lab Guide
m= UCCXD Student CD
= CRS Administration
= CRS Editor
(© 2007 Cio Systems, nc Lab Gude Task 1: Install the CRS Editor
You will install the CRS Editor on your PC.
Activity Procedure
To install the CRS Editor, complete these steps
‘Step 1
‘Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
step 8
Step 9
Step 10
If you have not already done so, create a directory on your student PC named
Ci\student (where is your student 1D.
From the CRS Administration menu bar, choose Tools > Plug-ins. The Plug-ins
page opens,
Click the Cisco CRS Editor hyperlink. The Plug-ins ~ Download CRS Editor
page appears.
Click Download and Execute the CRS Editor installer. The File Download
Security Warning window pops open
Select Save to download the file to a temporary. Save it to your e:\student=XX>
directory
After the download, select Run to start the installation.
Follow the installation instructions. Click Finish when done.
From Start > Program, start the CRS Editor, The CRS Editor Authentication
page should appear.
Enter your user identification, password, and CRS Server IP Address.
Click Log On. The configuration files including cendir.ini will be downloaded
‘onto your PC. Ifyou change or support other CRS servers, configuration files will
be placed by the server you log int.
Note
‘The CRS Editor can be used for many CRS deployments by merely authenticating for 2
server within the cluster deployment,
Step 14
Close the CRS Editor and prepare for the next lab.
Congratulations, you are ready to start using the Cisco CRS Editor!
34 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Inc Lab 4-1: Download and Debug a Script
Complete this lab activity to practice what you leamed in the related lesson
Activity Objective
In this activity, you will download a script from the CRS Script Repository, place it in your
application and debug it using the CRS Editor. After completing this activity, you will be able
to meet these objectives:
= Download a script from the CRS Script Repository using CRS Administration Script
Management.
= Rename the downloaded script.
= Validat
ve As, Upload and Refresh the script
= Upload a prompt file
= Configure your previously-configured application (o use the new script
m= Debug the script using the CRS Editor Debug tool.
Required Resources
These are the resources and equipment required to complete this a
= Operational CRS system
= PC workstation with Microsoft Internet Explorer or equivalent
m= Network connectivity between the Operational CRS system and the PC Workstation
.
IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
{© 2007 Cisco Systems, Ine labGude 35 Task 1: Download a Script to Your Hard Drive
This activity will ask you to download a script and place it on your hard drive where it will be
modified and renamed.
Activity Procedure
‘You can view or download any script file that appears in the list on the Script Management web
page. To view or download a script file, complete the following steps’
Step 1 From the CRS Administration menu bar, choose Applications > Seript
Management. The Script Management web page opens,
Note ‘The following note applies forall lab exercises:
If your lab system is based on a UCCX v4.0(5) system, use script files starting with X405_
If your lab system is based on a UCCX v5.0(x) system, use script files starting with X501_
Step2 Locate the script name X405_04.aef / X501_04.aef. Click the “Download Script”
icon that appears to the left of the script filename.
Step3 To download the script file, click Save, and then follow the browse prompts to
choose your new c:\student directory and change the filename to
student=xx>.aef. The file should be saved into your new directory.
Activity Verification
You have completed this task when you attain these results
= The student.2ef file should be located in your new directory C:\student=xx>
36 Deploying Cisco Unified Gortact Genter Express (UCGXD) v2.0 '© 2007 Cisco Systems, Ine Task 2: Prepare Your Script
Before any script is uploaded to the Script Repository, it must be validated and saved using the
“Save As” function. Uploading an invalid script will cause the CRS Application Subsystem to
{20 into Partial Service.
There are four steps to upload a script to the repository and make that script acceptable to CRS.
applications. ‘The steps are:
Validate: Confirms script uses syntax properly and that properties are addres.
m= Save As: Use instead of Save to assure your script goes to the right location when saved.
= Upload: Use CRS Administration Script Management to upload your seript
m= Refresh: The CRS server memory is refreshed with a new copy of your script,
Activity Procedure: Open Your Script in the Script Editor
To make your script available to your CRS application, complete these steps:
step1 On your PC, start the CRS Editor from the CRS Editor leon on your Windows
Desktop or from Start > All Programs > Cisco CRS Developer > Cisco CRS.
Editor. The Editor Login window appears
Step2 Enter your student log in and password, and the IP Address of your CRS Server to
Jog into the CRS Editor. After a short wait, the CRS Editor appears.
Step3 To open your new script file, select File > Open, locate and open your file
(Castudent\student.aef). The script should appear in the CRS Editor
Design window,
Activity Procedure: Modify the Set Step in Your Script
We need to make a modification regarding the location of the greeting prompt to make it
specific to your student number.
Step1 To modify the Set step, highlight the Set step and right-click to open the
properties window. The properties window will appear.
Step2 In the Value box, change the text P[PA\PA_Greeting] to
P[PA\student\PA_GreetingMsg] (where is your student number).
‘This action will cause your new prompt file to be played from a new location on
the CRS server.
Step3 Click OK.
Step4 To validate the script, select Tools > Validate and a popup confirmation of a valid
script should appear in the CRS Editor.
Step To save the validated script, select File > Save As, browse to your new directory
on your PC and save the file as studentaef (where is your student
number),
{© 2007 Cisco Systems, ne Lab Gude oT Activity Procedure: CCX 5.0 Only, Enable Double-click to Open Properties
‘The Unified CCX CRS Editor may be configured to allow a double-click to open the step
property customizers. To enable double-click, follow this procedure:
S Editor select Settings > Options. The Editor Options window
Step1—_Inyour C1
appears,
Step2 Check the box to Double-click to open customizers.
Step3 Open a script and double click a step to see the properties window open. Pretty
cool. ch? You may want to leave it configured this way for the rest of the labs.
Activity Procedure: Upload Your Script
To make your script available for use by a CRS application, you must now upload the modified
script to the repository. To upload a script to the repository, complete the following steps.
Step 1 From the CRS Administration menu bar, choose Applications > Seript
Management, The Script Management web page opens.
Step2 Click the Upload New Scripts hyperlink. A dialog box opens.
Step3 Inthe File Name field, click Browse. A Choose File window opens.
Step4 Navigate to the directory in which your scripts are located (C:\student>), select
‘your script (student=xx>aef), and then click Open. The Choose File window
‘loses, and the script path appears in the File Name field.
Step5 Click Upload to upload the script to the repository. A window opens, informing,
‘you that the script was successfully uploaded
‘k the Do You Want to Refresh the Seript? Hyperlink, and then click Yes
fil Seript
steps
when the system prompts you to confirm the operation. The Su
Upload window closes.
Note When you refresh a script, you copy i from the repository to the CRS server memory, in
‘order to make it avaliable to the Cisco script application. The newly-uploaded version of the
script will be used by the next call directed to that application.
You are now ready to manage any existing scripts shown in the Script Management web page
(if necessary) or add prompts that may be useful to your applications,
Activity Verification
You have completed this task when you attain these results
= Your new script (studentaef) should appear on the CRS Administration Script
‘Management page.
‘38 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 “© 2007 Cisco Systems, Ine. Task 3: Upload Your Greeting Prompt (.wav File)
Your new script requires that a welcome prompt be played from a folder on the CRS Server
named student. You need to create that folder and place the weleome file in that
directory.
Step 1 From CRS Administration, select Applications > Prompt Management. The
Prompt Management page appears.
‘Step 2 Click on en_US and then PA to access the folder for the healthcare application.
You will see a list of wav files used by this application.
Activity Procedure: Create a Prompt Subfolder called student
Now you will create a subfolder in the CRS Server \PA folder called student=xx>.
‘Stop While in the PA folder, click Create New Folder. A window appears indicating
you are creating a folder under en_US/PA
Step 2 For your folder name, enter student (where is your student number),
Click Create and Return to Prompt Management. The Prompt Management
page appears, Your new folder name now appears on the list and is case sensitive,
ity Procedure: Upload the Prompt
Your instructor has created a greeting file for your use,
‘Step 1 To upload a .wav file to the new folder, we must go to that new folder. In the
folder listings on this page, click student. The Prompt Management page
shows you to be in your student=xx> folder.
Step2 Select Upload New Prompts. The file to be uploaded may be either a .wav file or
zip file containing @ number of .wav files.
‘Step 3 Browse to the \temp folder on your elass CD and select PA_Greeting.wav. Open
it and Click Upload and Return to Prompt Management. The filename
PA_Greeting.wav should appear om the list
Activity Procedure: Rename the Uploaded File
‘The script, however, calls for the filename PA_Gi
while itis in the repository!
ingMsg.wav so we can rename the file
Step1 For the filename PA_Greeting.way, locate the Rename Prompt Icon and click it
‘A window to rename the prompt appears.
Step 2 Enter the new filename to be PA_GreetingMsg.way and click Rename. Click
Return to Prompt Management, The file should now appear renamed.
Note Remember, filenames are case-sensitive!
You have now uploaded a seript, uploaded and renamed a prompt. You are now able to use the
CRS seript and prompt in your CRS application,
(© 2007 Cisco Systems. Ine labGude 39 Activity Verification
‘You have completed this task when you attain these results:
‘= The script should appear on the CRS Script Administration page
= The prompt should appear on the Prompt Administration page under the folder name
student.
Task 4: Change the Script Used by Your Application
Previously you created a CRS Application named student. Now we will change the script file
that your application will use to be student=xx>aef.
Activity Procedure: Change the Script
To change the script on your CRS Application, complete these steps:
Step1 From the CRS Administration menu bar, choose Applications > Application
Management, The Application Configuration summary web page opens.
Step2 Click on your application, The Cisco Script Application page appears
Step3 To change the script, use the pull-down menu to select your new seript
(student.aef). The page will refresh. Click Update and you are ready to test
your application by calling it.
Activity Verification
‘You have completed this task when you attain these results:
= Call your application and you should hear a greeting message stating “Welcome to the
healthcare demo”. If you hear an error prompt. fix the Set step in the script validate, save
4s, upload, and refresh the seript. Try the call again.
= The call should disconnect.
You are now ready to debug your script.
“40 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0, (© 2007 Cisco Systems, ne Task 5: Debug Your Script
‘You will use the CRS Editor to debug your script
Activity Procedure
To conduct a Reactive Debug session, complete these steps:
Step 1 Ifthe CRS Editor is not started, start it now.
‘Step2 __In the CRS Editor, select Debug > Reactive Seript and specify debug
information:
= Application File Name: student.aef (where is your student number)
= Wait Time (seconds): 60. This is the time you have between starting the debug
session, calling the trigger and accepting the call. When you become familiar
with the debug process, this time can be reduced when you start a debug session,
Stop3 Click OK to start the debug process on the CRS Server. You may get a me
that states the Debugging is in use. Another student may have this debug running
try again.
‘Step4 Dial your CTI Route Point Directory Number (see CTI Route Point Directory
Number on Student Grid) to call your application. A new window displaying the
script from the CRS memory will pop up in the Script Editor Design window.
Step5 Select the Step Over button on the toolbar and step past the Accept step. This will
cause the call to be accepted and ringing will quit.
‘Step6 Notice the value of the variable greetingMsg in the variable window. Click the
Step Over button and watch the Set step change the value to
“PA\student=xx>\PA_GreetingMsg.wav”,
‘Step7 Notice the Play Prompt step is highlighted, but you hear no audio. Press the Step
Over button to execute the highlighted step. You should now hear the audio for
the greeting message, “Welcome to the healthcare Demo.” If you do not hear your
message, check your .wav file location,
‘Step 8 Notice the black square on the debug toolbar. This indicates you are in Debug
mode. Press Step Over twice to end the call, The black square turns gray. The
message window should say Debugging has ended,
Changes in the script cannot be made during a Debug session. You must quit Debug before
trying to make changes.
‘Step9 Repeat this Debug process a few times so you can be comfortable with this tool
‘Step 10 Start a Reactive Debug session but do not call it. To canee! this remote Debug
process on the CRS Server, select Debug > Pending Response. ‘The Pending
Reactive Debug Response window appears
Step 11 Highlight your session and cancel it, Close the window.
Activity Verification
‘You have completed this task when you attain these results:
= When debugging a script, the script pops up on the Editor Design window, you can step
through the script and hear prompts and see variable change
{© 2007 Cisco Systems, ne. labGude at Lab 5-1: Start Your New Healthcare Script
Complete this lab activity to practice what you leaned in the related lesson,
Activity Objective
In this activity, you start a CRS Editor Seript which will enable a caller to locate a physician
assistant based on the caller’s zip or postal code, and the type of physician assistant required.
This lab portion will use basic steps to start the script. After completing this activity, you will
be able to meet these objectives:
= Start a new script using CRS Editor
= Comment the application using the Annotate step
= Pace or delay the application
Use the Play Prompt step to play audio to the caller
Use the Get Call Contact step to acquire system information and use it to alter the logic in
the script
= Use delay steps to properly pace the call through the prompts.
= Modify your CRS Application to use your new script.
= Debug and troubleshoot your new script.
Visual Objective
The figure illustrates what you will accomplish in this activity. The gray area will be addressed
in the following tasks.
2
Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 isco Systems, Ine Hasith Care Demo neamang Cat
Physician Locator +
0707107
5: Basic Steps SetDame.
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Use the End step at the end of your script to complete
processing and free al allocated resources. You can also
| use the End step at the end of a branch of logic in a
workflow.
Accept
Terminate
Delay
| Use the Accept step to answer a call from Cisco Unified CM
‘This Is normally the fist step in a script after the Stan step.
| This step has no properties and requires no customizer. The
| caller hears ringing until script reaches this step,
Use the Terminate step to end or drop a call. This step has
no properties and no customizer. This step ends the
workfow.
Use the Annotate step to enter comments that expiain the
function of a workflow segment. Use the Enter Comments,
field on the Annotate step customizer. This step has no
| effect on workflow logic.
Use the Delay step to pause the processing of your script for,
| a speciied number of seconds.
Play Prompt
Extended Play Prompt
| Use the Play Prompt step to play a voice prompt that gives.
| instruction or information to the caller. The prompt can be
interruptibie or uninterruptible, depending on the needs of
the script. fits interuptibie, the step completes when the
user presses a key, Ifitis uninterruptible, the step
‘completes only afer the prompt finishes playing,
Use the Extended Play Prompt step to play media prompts
based on information defined at run time. The Extended
Play Prompt step has the same functionality as the Play
Prompt step which is to play prompts back to the caller with
the additional capabiity of using the Expression Editor for
Conditional testing, This allows you to do build more
‘comprehensive expressions and to test for variables set
uring the script.
Get Call Contact Info
Job Aids
Use the Get Call Contact step to access call-specific
information and to store values in variables.
‘These job aids are available to help you complete the lab activity.
= UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
= CRS Editor.
(© 2007 Cisco Systems, inc
LabGude 48. Stare and Compare
Your instructor has uploaded completed answer scripts for each lab exercise into the script
repository as well as the scripts folder on your student CD. The answer scripts may be viewed,
compared, or downloaded using the Application Management Script Management page. Asa
student you may elect to view the answer scripts as an aid to performing your lab.
‘When you load the answer script into the Script Editor, use the Window > Tile Vertically to
allow both your new script and the sample script to appear side-by-side for comparison, Place
your working file closest to the Editor Pallet pane so you can easily move steps into the script.
= Unified CCX v4.0(5): ‘The answer script for this lab is X405_05_Healthcare.sef
Unified CCX v5.0(1): The answer script for this lab is X501_05_Healtheare.aef
Task 1: Start Your Script
‘You will start a healthcare script to be built on for following lessons,
Activity Procedure
Complete these steps:
Stop1 If you have not done so already, start the CRS Editor by selecting
Start > Programs > Cisco CRS Developer > Ciseo CRS Editor.
Step2 Create a new script by selecting File > New. A window with a Start step will
automatically appear,
‘Step 3 Below the Start step, drag and drop several Annotate steps to add comments to
document the script. For example include useful information such as the seript
name, creator name (your name), creation date and a minimal description of the
script purpose.
Step4 —_To create a new variable, click the New Variable icon in the variable window.
Define the following variables. For prompt type variable, use the P[] format to
designate a user prompt
Type Name Value
string calledNumber =
String calngNumber =
Prompt greetingMsg PIPA\PA_GrostingMsg]
Step —_ Next, add an Accept step to accept a call
‘Now let us collect the calling number for each session so you can say it back to the caller.
Step6 After the Accept step, add a Get Call Contaet Info step.
= For the Calling Number parameter, select the variable eallingNumber. The
calling number will be stuffed into this variable value during run time so it may
be said to the caller.
m= For the Called Number parameter, select the variable calledNumber. The called
‘number will be stuffed into this variable value during run time.
6
Deploying Gisoa Unified Contact Genter Express (UCOXD) v2.0 {© 2007 Cisco Systems, Inc. Step7 After the Get Call Contact Info step, add a delay for I second. This allows time
for audible ringing from IP Soft Phones before the greeting message is played,
Stop8 Next, add a Play Prompt step to play the greeting message.
= In the properties, select the variable (greetingMsg) which will play the greeting,
speech file PA\PA_GreetingMsg.
Step9 To pace the call, add a 2-second Delay step after the Play Prompt step.
‘Step 10 Add another Play Prompt step to play the calling number.
= In the properties, Prompt tab, enter S[eallingNumber}. The ‘S’ will cause the
number to be spelled out.
Step 11 Add a Terminate step to terminate the call and free all allocated resources.
Step 12 Add an End step to complete the script processing,
Step 13. Validate the script (Tools > Validate)
Step 14 Save your new script (File > Save As) to your student=xx> folder as
Healtheare.aef where the is your two-digit student number. For
example: Healthcare09.aef. Remember these file names are case sensitive.
Step 15 Upload the script using the CRS Administration Script Manager. This first time
will require you to add a new script (example: Healtheare09.aef).
Stop 16 Refresh the script and the application when prompted.
Step 17 Visit your CRS Administration Applications Management page, select your
application and select your new script using the pull-down menu, Be sure your
application is enabled.
Step 18 Click Update.
Step 19 In your CRS Editor, debug the script by selecting Debug > Reactive Script,
= For the Script File Name, type in the full name of the seript in the proper case
Example: Healthcare09.acf
= Leave (or set for UCCX 5.0) the timeout at 60 seconds. As you go through
class, reduce this timeout
Click OK and the debug process will start on the CRS Server.
= Call your application (CTI Route Point) and use the Step Over button to step
‘through the script. Observe the variable values change and spoken prompts as
you step through the application,
Activity Verification
You have completed this task when you attain these results:
= Call the application using the directory number assigned to your specific locator
application. This number is found on the Student Grid
= The application should speak the phrase “Weleome to the Healthcare Demo”, and then it
will say the directory number of line on your telephone and disconnect (hang up.)
Congratulations!
(© 2007 Cisco Systems, no. lab Guige 47 Lab 6-1: Collect Caller Input
‘Complete this lab activity to practice what you learned in the related lesson.
Activity Objective
In this activity, you will continue building your healthcare script from the previous lesson. To
complete these lab exercises, you must prompt callers to input a zip code or postal code, and
present callers with a menu of physician assistant types to select, When the caller responds, the
script will store the caller input information into variables,
After completing this activity, you will be able to meet these objectives:
= Add Get Digit String steps to a CRS script to get the Zip Code from the caller.
= Add Menu steps to a CRS script to get the physician assistant type from the caller.
Place labels logically throughout the script
= Conduct basic debug processes, observe variable changes during debug,
Visual Objective
‘The figure illustrates what you will accomplish in this activity. The gray area will be addressed
in the following tasks.
48 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine on vege on
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LabGude 49
(© 2007 isco Systems, In, Required Resources
These are the resources and equipment required to complete this activity
= Operational CRS system
= PC workstation with Microsoft Internet Explorer or equivalent
= Network connectivity between the Operational CRS system and the PC Workstation
= IP Phone from which to launch calls
= Installed CRS Editor on PC Workstation
= The script will need to respond to the caller input and populate variables as a result. The
following table shows the media file names of pre-recorded prompts for use in the
following tasks. Remember the filenames are case sensitive!
Media .wav File Name Recorded as:
PA J
ipCodePrompt.wav To locate a physician near you, please enter your 5-digit Zip Code
PA PhysicianTypePrompt.wav | For your medical issues, select the type of physician that can best
help you.
= For intemal Medicine, pross 1
For Family Practice, press 2
= For Pediatricians, press 3
= For OB-GYN, press 4
Ifyou don't know, just stay onthe line...
PA_ChooseTakOrLocate wav | Tolocate a physician near you, press 1
= To be connected to a physician assistant , press 2 or just stay
con the line.
PA_GelZipCodePrompt.wav | To locate a physician near you, please enter your 5-cigit zip code.
A valid zip code is 3-0-0-7-4
‘50 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Giseo Systems, Ine CRS Editor Steps
‘The table describes the CRS Editor steps used in this activity
CRS Editor Steps Description
Label Use the Label step to insert a label into a script, which can act as the
target for a Goto step within the same script
Goto Use the Goto step to cause the script logic to branch to a specified Label
step within the script. You must create that Label step before you can
customize the Goto step to branch to that label
Get Digit String Use the Get Digit String step to capture either a DTMF or spoken digit
string from the user in response to a prompt. When using ASR, the
prompt used should ask the caller to ‘pross or say” the digit string
Menu Use the Menu step to create a menu from which users can choose
series of options, The Menu step receives a single OTMF key entered by
{8 usor oF a spoken word, and maps this entry to series of option output
branches, The system executes the steps that you add after each of these
‘option output branches.
Use the Set step to change the value of a variable during a call
Job Aids
These job aids are available to help you complete the lab activity
@ UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
m= CRS Editor
Stare and Compare
Your instructor has uploaded completed answer scripts for each lab exercise into the script
repository as well as the scripts folder on your student CD. The answer scripts may be viewed,
compared, or downloaded using the Application Management Script Management page. Asa
student you may clect to view the answer scripts as an aid to performing your lab.
‘When you load the answer script into the Script Editor, use the Window > Tile Vertically to
allow both your new script and the sample script to appear side-by-side for comparison. Place
your working file closest to the Editor Pallet pane so you can easily move steps into the seript.
m= Unified CCX v4.0(5): ‘The answer script for this lab is X405_06_Healthcare.aef
= Unified CCX v5.0(1): The answer seript for this lab is XSO1_06_Healthcare.aef
{© 2007 Gio Systems, in. LabGude 51 Task 1: Use Get Digit String Step to Get the Zip Code
‘The first piece of information you need from the caller is their zip code. You will use the Get
Digit String step to prompt the caller, get the zip code and stuf that zip code into a seript
variable named zipCode.
Activity Procedure
Complete these steps:
Stop 1 Variables of various types can be created. Create the following variables:
Type Name Value
‘String ZipCode
‘tring amvalType _|- 7
Boolean asrSupported false -
ct chooseTalkOrLocatePrompt | PIPAIPA_ChoosoTalkOrt.ocate]
‘currentSessioniD
getMemberDPrompt
PIPA\PA_GetMomberiDPromp]
Prompt | getzipCodePrompt PIPAPA_GetZipCodePrompl
Boolean inboundCal false
‘String ~_| member ~
String paSpeech “PAY
Language | seviotLanguage Uon_US}
‘Step2 Within the Get Call Contact Info step properties,
annotation:
add the following label and
tem
Property
Label
Annotation
GET_CALLING_NUMBER
The script wil retrieve the calling number (ANI or CLID) from
the system and place it into the variable callingNumber
‘52 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0
{© 2007 Cisco Systems, Inc. step 3 To get information from the system, after the Get Call Contact Info step, add a Get
Contact Info step using the following parameters:
Names Variable
‘Type
Language scriptLanguage
‘ASR Supported ‘asrSupportes
Active
‘Aborting
Session,
Handled:
Identifier
Implementation ID
jequence Numbe:
‘currentSessionID
inboundCall
‘fier the Get Contact Info step, add a Label step called START_DEMO.
‘We will no longer want to announce the Calling Number, but we will use this
information later. Delete the Play Prompt step that announces the Calling
Number and the following Delay step. Be sure to delete the correct step! Deleting
the Play Prompt step that plays the welcome messas
-an be annoying,
Step6 In your CRS Editor, open the X405_06_Healthcare.aef / XS01_06_Healthcare.aef
from your Student CD Solutions folder. Mouse-Touch your working script to
focus on it. Select Window > Tile Vertically to see your script and the instructor's
script side-by-side. You are now prepared to Copy and Paste during the next step.
Step7 Afr the Play Prompt step that played the greeting, create the following Label
steps (in the order listed) or simply drag and drop them from the instructor's script
GET_MEMBER_ID
GET_PHYSICIAN_TYPE,
CHOOSE_TALK_OR_LOCATE
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
WHAT_NOw?
CALLER_TROUBLE
SYSTEM_TROUBLE
ENDING_MENU_FOR_DEMO
TERMINATE
Step8 After the Terminate step, add a Label step called END.
{© 2007 Cisco Systems, Inc
Lab Gude 53 Step9 After the GET_MEMBER_ID label, add a Get Digit String step that prompts the
caller to enter & S-digit Member 1D, using the following criteria
Tab Property Value
‘General Contact | Triggering Contact
Interuptio —__| Yes _
Result Digit Sting rmemberiD
Prompt | Promet getMemberIOPrompt
Barge In Yes
Continue On Prompt Errors | Yes
Input Initial Timeout 5
Interdgit Timeout 3 _
Maximum Retries 2 _ 7
Flush input Butfer No =
Clear DTMF Buffer on Retry | Yes
Filler Input Length 5
Digits Fiter 1,2.3.4.56.7,8.90 (digits must be red to be valid)
Tominating Dit [None
“| cancel Digit
Note The terminating digit, if defined, is included in the input length
Step 10 Click OK.
Step 11 For the Successful output branches of this Get Digit String step:
= Add a Goto step to cause the script to go to the GET_PHYSICIAN_TYPE
label. To see the Successful branch for the Play Prompt step, click the “+” next
to the Get Digit String step.
Stop 12 For the Timeout output branches of this Get Digit String step:
Add a Goto step to go to the GET_MEMBER_ID label o prompt the caller to
try again,
Step 13 For the Unsuccessful output branches of this Get Digit String step:
= Add a Goto step to go to the GET_PHYSICIAN_TYPE label to try to get
something from this caller.
Step 14 Validate the script (Tools > Validate). Correct any errors.
Stop 15 Save the script (File > Save As) as Healtheareaef. The seript will not work
yet, So there is no need to test yet. Go to Task 2 to get the physician type
Activity Verification
‘You have completed this task when you attain these results:
= The Get Digits String step has been inserted and the script validates.
‘54 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 1© 2007 Cisco Systems, Ine Task 2: Use Menu Step to Get the Physician Type
‘The second piece of information you need from the caller is the type of physician they need to
locate (Pediatrician, Family Practitioner, ec.). You will use the Menu step to prompt the caller,
offer alist of choices and stuff that menu choice into a script variable named physicianType.
Activity Procedure
Complete these steps:
Step1 Create the following variables:
Type Name Value
String physician ype “
Prompt physician ypePrompt PIPAIPA. Physic
String typeintemaiMedicine “MT
“Sting typeFamityPractice “FP
String 'ypePediatrios| “or
String typeObstettics ~ [08
String typeUnknown “UNK
Step2 Add a Menu step after the GET_PHYSICIAN_TYPE label. You will rename
“Outputs 1, 2, and 3.” Use the following criteria’
Tab Property Value
General Contact| Triggering Contact
Interuptioie Yes
Prompt Prompt _ physicianTypePrompt -
Barge in Yes -
Continue On Prompt Errors Yes _
Input Timeout (in Seo) 3 - 7
Maximum Revies © (permits a “don't know’ timeout)
Flush input Butfer ‘Yes
Fitter Options. 1= Internal Medicine
2 = Family Practice
3 = Pediatrics
4 = Obstetrics
(© 2007 Gisco Systams, inc.
Lab Guise 55 For the output branch of this Menu step
Step3 For the I=Internal Medicine output branch of this Menu step:
Adda Set step to set the variable physicianType to be assigned the value
typelnternalMedicine.
Stop4 For the 2=Family Practitioners output branch of this Menu step:
= Add a Set step to set the variable physicianType to be assigned the value
typeFamilyPractice
Step5 For the 3=Pediatries output branch of this Menu step:
Add a Set step to set the variable physicianType to be assigned the value
typePediatrics
Step6 For the 4~OB-GYN output branch of this Menu step
m= Adda Set step to set the variable physician'Type to be assigned the value
typeObstetries,
‘The Timeout and Unsuccessful branches will be configured in a later lab.
Step7 Validate and “Save As” your partially-completed script.
156 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine Task 3: Provide Talk or Locate Option to the Caller
‘We now have the physician type from the caller’s input and are now able to continue to locate @
physician's assistant in the caller's zip code or simply transfer the caller to a physician assistant
with the appropriate medical skills,
Step? After the CHOOSE_TALK_OR_LOCATE label, add a Menu step with the
following properties
Tab Property Value
General Gontact Triggering Contact
Interruptible Yes
Prompt Prompt chooseTalkOrLocatePrompt
Barge In Yes _
~ | Continue On Prompt Errors Yes
Input Timeout (in Sec) 3 _
‘Maximum Retries
Flush Input Buffer
Filter Options T= Locate Physician
2= Transfer To PA
‘Step2 For the |=Locate Physician output branch of this Menu step:
= Add a Get Digit String step with the criteria to be defined in the next task
Stop 3 For the 2=Transfer To PA output branch of this Menu step
= Add a Goto step to goto
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step 4 For the Timeout output branch of this Menu step:
m= Add a Goto step to goto
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step 5 For the Unsuccessful output branch of this Menu step’
= Add a Goto step to goto
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
{© 2007 Cis00 Systems, ne LabGude 57 Task 4: Get the Caller’s Zip Code
At this point in the script, the caller has requested a self-service function to locate a physician's
assistant near their home zip code. We will use the Get Digit String step to acquire the caller's
S-digit zip code.
Stop 1 Within the above Get Digits string step, add a label GET_ZIP_CODE.
Step2 Modify the criteria for the above Get Digi
s String step as follows:
Tab Property Value
General Contact Triggering Contact|
Interruptible Yes _
Result Dig Sting ZipCode
Prompt Prompt - getZipCodePromat
Barge In [ves
Continue On Prompt Errors | ves
Input [iia Timeout 5
a Interdit Timeout 3
Maximum Reties 3
Flush Input Buffer No
Clear DTMF Butfer on Retry Yes 7
Filter Input Length 5 (Digits in the caller's zip code)
Digits Fiter $234.56,78,0 (gts mustbo tobe
Terminating Digit None =
Cancel Digit . 7
Step3 For the Successful output branch of this Get Digit String step:
‘Add the following Label steps in this orders
READ_MATCH_COUNT
CONTINUE_MATCH_COUNT
READ_PHYSICIAN_INFO
GET_NEXT_PHYSICIAN_RECORD
m= SPEAK _PHYSICIAN_INFO
Step 4 For the Timeout output branch of this Get Digit String step:
m= Add a Goto step to goto
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step§ For the Unsuccessful output branch of this
ot Digit String step:
= Add a Goto step to go 10
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step6 Validate the script (Tools > Validate).
‘58 Deploying Cisco Unies Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Inc Step7 Save your new script (File > Save As) to your e:\student folder as
Healtheare.aef where the is your two-digit student number.
Stop8 Upload the script using the CRS Administration Script Manager.
Step® Refresh the script and the application when prompted.
Stop 10 Debug the script using the Reactive Script. Follow the steps for the Reactive Script
carefully, Call the application and observe the variable values and listen for the
correct prompts as you step through the script.
Note Valid Zip Codes are 30074, 51822, and 80509. Remember, you have created timeouts, so
bbe quick about entering digits and selecting menu items during debug sessions.
Activity Verification
You have completed this task when you attain these results:
= When running debug, you should see the variable physicianType get the value of the Menu
Choice you selected (Example: “FP” for menu selection 2)
= When running the debug, choose to locate a physician assistant from the menu. This
should cause the script to prompt you to enter a zip code.
m= When running debug, you should see the variable zipCode get the value of the Zip Code
‘you entered (Example: 30074)
m= The call should end.
{© 2007 Cisco Systems, In. LabGude 58 Lab 7-1: Access a Database
Complete this lab activity to practice what you learned in the related lesson.
Acti
ity Objective
In this activity, you will continue building your healthcare script by adding database steps.
‘You must be able to access the database containing the HEALTHCARE table, and retrieve
information on physicians located within the Zip Code of the caller. To accomplish this, you
will need to:
= Specify the database to be read
= Write and execute an SQL SELECT command,
= Retrieve data from the database
= Release the database
‘= Speak the physician assistant information to the caller
= Implement variable arrays (optional)
Visual Objective
The figure illustrates what you will accomplish in this activity. ‘The gray area will be addressed.
in the following tasks.
60 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systoms, ine Health Care Demo. ‘ncaming Got
Physician Locator +
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allow both your new script and the sample script to appear side-by-side for comparison, Place
your working file closest to the Editor Pallet pane so you can easily move steps into the seript.
Unified CCX v4.0(5): The answer script for this lab is X405_07_Healtheare.aef
= Unified CCX v$.0(1): The answer script for this lab is XS01_07_Healtheare.aet
64 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In. Task 1: Access Database to Speak Physi
ian Info
With the information we collected from the caller, we can now access the database to get
information for each physician matching the query criteria
Activity Procedure
Complete these steps:
Step 1 Create the following variables:
Type fe
String paSpeechName PhysicianNamet
String aSpeechPhone “PhysicianPhone'”
String paSpeechAddress “PhysicianAddress\’
String | pysicianttame =
‘Sting physiclanPhone
Sting | bhysicianaddress:
Step2 After the READ_PHYSICIAN_INFO label, add a DB Read step to connect to the
database.
Stop3 Open the properties of the DB Read step and click the Refresh DB Schema button
so that the DB Name will appear in the drop-down list. Use the following criteria
Tab Property Value
General DB Resource Name GetPhysicians
Data Source Name Cisco IP IVR
Timeout 5
Field Selection | SQL Command ‘SELECT
from PHYSICIAN. LOCATOR where
2IP_CODE = 30074" and CATEGORY = ‘IM
‘Annotate Annotate Loop through each physician found in the
atabase that matches the requested zip code
‘and physician type to speak the physician
information forthe calle.
Step4 Click Test. Ifthe number of rows retumed equals “2”, your SQL command is,
valid. If it returns a “?", the SQL command is invalid and needs to be properly
typed.
Step5 —_In the above DB Read SQL command, replace *30074” with SzipCode and “IM”
with SphysicianType. (Be sure to remove the single quotes.) This action will
allow the query to act using the zipCode and physicianType variable values that
will be populated during run time.
Step6 Click Test. Ifthe number of rows retuned equals “0”, your SQL command is,
valid, If it returns a “?", the SQL command is invalid and needs to be properly
typed.
{© 2007 Cisco Systems, Inc
Lab Guise 65 Step7 __In the above DB Read step, in the Field Selection tab, select the
PHYSICIAN_LOCATOR table and observe the field names in this table. This
is only a tool used to help compose the SQL command,
Step8 For the Successful branch of this DB Read step:
| NEXT_PHYSICIAN_RECORD label
= Add a Goto step to go to the GE
Step9 For the Connection Not Available branch of this DB Read step:
= Add a Goto step to go to the SYSTEM_TROUBLE label.
Stop 10 For the SQL Error branch of this DB Read step:
= Add a Goto step to go to the SYSTEM_TROUBLE label.
Step 11 After the GET_NEXT_PHYSICIAN_RECORD label, add a DB Get step for
getting the content of each record and stuffing the three variables:
Tab | Property Value or Local Variable
General [DB Resource Name GetPhysicians
~_ | Data Source Name Cisco IP IVR
Field Selection | TablelView PHYSICIAN LOCATOR
Field Name: NAME physicianName
- Field Name: PHONE physicianPhone
Fiold Name: ADDRESS. PhysicianAdaress
About Speech File Subfolders
The system looks for all user defined speech files in C:\Program Files\wfavvid\Prompt\user.
‘The speech files for this script are located in a subfolder called PA (for healthcare). The speech
files for the physician names, phone number, and addresses are located one more level down in
their own subfolders (PhysicianName, PhysicianPhone, and Physician Address).
Step 12 For the Successful output branch of this DB Get step’
Add three Set steps to concatenate the subfolders and variable into the full path
name of the speech files:
Tab Variable Assign
General hysicianName paSpeech + paSpeechName + physicianName
physicianPhone | paSpeech + paSpeechPhone + physicianPhone
[ physicianaddress | paSpeech + paSpeechAddress + physicianAdaress
= Add a Goto step to go to the label SPEAK_PHYSICIAN_INFO.
Step 13. For the No Data branch of this DB
step:
m= Adda DB Release step to release the DB Resource name GetPhysicians.
Adda Goto step to the label GET_ZIP_CODE.
Step 14 For the SQL Error branch of this DB
step:
= Adda DB Release step to release the DB Resource name GetPhysicians.
m= Adda Goto step to the label SYSTEM_TROUBLE
{66 Deploying Cisco Unified Contact Center Express (UGCXD) v2.0, (© 2007 Cisco Systems, Ine Step 18 Afier the SPEAK_PHYSICIAN_INFO label, add three Play Prompt steps to
speak the physician information.
Tab Property Value or Local Variable
General Contact| “Triggering Contact
7 Interuptable Yes
Prompt Prompt | physicianNeme
Barge In | ves
Continue On Prompt Errors Yes 7
Input Flash Input Buffer co 7
Tab Property ‘Value or Local Variable
General Contact Triggering Contact
Intorruptabie Yes
Prompt Prompt physicianPhone
Barge In Yes _
Continue On Prompt Errors Yes -
Input | Flash input Butter No 7 _
Tab Property Value or Local Variable
General Contact Triggering Contact
Interruptable Yes
Prompt Prompt Physicianaddress
Barge in Yes
Continue On Prompt Errors Yes
Input Flash Input Buffer No
Step 16 Validate the script (Tools > Validate).
step 17 Save your new script (File > Save As) to your e:\student folder as
Healtheare.aef where the is your two-digit student number.
Step 18 Upload the script using the CRS Administration Script Manager.
Step 19 Refresh the script and the application when prompted.
Step 20 Debug the script using the Reactive Script. Follow the steps for the Reactive Seript
carefully. Call the application and observe the variable values and listen for the
correct prompts as you step through the script.
(© 2007 Cisco Systems, ine. LabGude 6? Activity Verification
You have completed this task when you attain these results
= Start debug and call the application.
= When running debug, you should see the variable physician Type get the value of the Menu
Choice you selected (Example: “FP” for menu selection 2)
= When running debug, you should see the variable zipCode get the value of the Zip Code
you entered (Example: 30074)
= Observe the DB Read step to assure the call logic goes to the Success branch. This means
the connection was available and a view was established.
= As you pass through the DB Get step, observe the physicianName, physicianPhone , and
physicianAddress variable values,
= Observe the results to the three Set steps to see if the path to the file was properly set
during this run time,
= You should hear the name, phone and address of one physician that was selected by this
query. If'you do not hear three prompts, examine your script for typing errors. The call
should end.
08
‘Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Ciseo Systems, ne Lab 8-1: Create Logical Operations
‘Complete this lab activity to practice what you leamed in the related lesson.
Activity Objective
In this activity, you will create logical operations to loop through the script. After completing
this activity, you will be able to meet these objectives:
= Increment and decrement integer type variables so they can be used for loop counters.
Use the If Step to perform evaluations of Boolean expressions
Use the Call Subflow step to access an independent script
Visual Objective
‘The figure illustrates what you will
in the following tasks.
ymplish in this activity. The gray area will be addressed
{© 2007 Cisco Systems, Ine Lab Gude 69 Health Care Demo
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70 Deploying Cisco United Contact Center Express (UCCXD) v2.0
(© 2007 Cisco Systems, Inc. Required Resources
‘These are the resources and equipment that are required to complete this activity
= Operational Unified Communications Manager (CM), v4.2, v5.1, 0f V6.0
® Unified Contact Center Express (CCX), v4.0(5), v4.1, or v5.0
= Student PC with MS Windows XP, SP2
© Cisco IP Phone, 7940 or better
= Network connectivity between the Unified CCX system and the PC Workstation
= IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
The script will need to respond to the caller input and populate variables as a result. The
following table shows the media file names of pre-recorded prompts for use in the following,
tasks. Remember the filenames are case sensitive!
Media .wav File Namo Recorded as:
PA_PhysiciansFound.wav physicians were found for Zip Code.
PA_NoPhysiciansFound.wav No physicians were found for Zip Code
PA_PhysicianPromptwav To repeat this information, press 1
For the next physician, press 2
To center a different Zip Code, press 3
‘To restart this demo, press the * key
PA_IncorrectOption wav 1'm sorry | dirt understand your input. Please
try again: __
PA_InvalidOption wav | 1m sony. thats not a valid option. Please
ty again,
‘© 2007 Cisco Systems, Ine. Lab Guide 71 CRS Editor Steps
The table deseribes the CRS Editor steps used in this activity
CRS Editor Steps Description
Tnerement
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, which you can use to assign any value to a
variable
Use the If step to cause the program logic to go to one of
{wo branches, based on the evaluation of a specified
Boolean expression. The If step automatically adds two
‘output branches: True and False
all Subfiow
Create Container Prompt
Use the Call Subfiow step to execute a subtiow. A subfiow is,
‘analogous to a subroutine or lesson in structured
programming. A subfiow is an independant workfiow script
Yyou create with the CRS Eaitor that you can reuse in other
applications.
Use the Create Container Prompt step to combine multiple
[prompts into one larger prompt. This stop may concatenate
prompts o° ereate a prompt thal will play escalating prompts,
Greate Generated Prompt
Use the Greate Generated Prompt slop to create prompt
phrases from intermediate variables whose values are
dynamically determined based on run-time script
information. The generated prompt can cause data to be
Said as a number, ordinal, dale, currency, credit card
telephone number and many more types.
Greate Conditional Prompt
Job Aids
Use the Create Conditional Prompt stop to create a prompt
based on the result of evaluating a specified Boolean
expression,
These job aids are available to help you complete the lab activity.
= UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
= CRS Administration
= CRS Editor
Mastery Exercise Detour (Instructor Option)
Your instructor may have directed you to detour to the Mastery Exercise at the end of this
Tesson, If that is the
ise, go there now and
ip the following script construction. If your
instructor did not advise you to detour, continue to the next steps.
72 Deploying Cisco Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Giseo Systems, Ine Stare and Compare
Your instructor has uploaded completed answer scripts for each lab exercise into the script
repository as well as the scripts folder on your student CD. The answer scripts may be viewed,
compared, or downloaded using the Application Management Script Management page. As a
student you may elect to view the answer scripts as an aid to performing your lab.
‘When you load the answer script into the Script Editor, use the Window > Tile Vertically to
allow both your new script and the sample script to appear side-by-side for comparison. Place
your working file closest to the Editor Pallet pane so you can easily move steps into the script.
Unified CCX v4.0(5): The answer script for this lab is X405_08_Healthcare.aef
Unified CCX v5.0(1): The answer script for this lab is X501_08. Healtheare.acf
(© 2007 Cisco Systems, in. lab Gude 73 Task 1: Create a Match Count of Physicians Found
To get a count on number of physicians found for the specified Zip Code and physician type,
access the database and manually count each record found. The lab will not include the code for
looping through the physicians found, This will be done in a later lab,
Activity Procedure
Complete th
ese steps:
Step 1 Create the following variables:
Type Name Value
Integer matchCount| 0
Prompt ‘noPhysiciansFoundMsg PIPAIPA_NoPhysiciansFound]
Prompt | physicianFounciisg PIPAIPA_PhysicianFound)
Prompt physiciansFoundMsg PIPA\PA_ Physicians ound]
Prompt - seyGeneratedZipCode Po
Prompt sayGeneratedMatchCount | PO 7
Prompt physiciansFound Po
Prompt ~__| sayltatchCountPhrase Po
Prompt getZipCodePromptAll [Pa
Prompt getZipCodePrompt2 PIPA\PA_GetZipCodePrompt2]
Prompt ‘geiZipCodePrompt | PIPA\PA_GetZipCodePrompt3]
Step2 After the READ_MATCH_COUNT label, add a Set step to set the matchCount
variable to zero,
Variable Assign
rmatchCount
°
74
Deploying Cisco Unified Contact Center Express (UCGXD) v2.0
(© 2007 Gisco Systems, Ine Step3 After the Set step just created, add a DB Read step using the following criteria
Tab Property Vat
General DB Resource Name (GetMatchCount|
Database Name Cisco IP IVR,
Timeout 5
Field Selection | SQL Command SELECT“ from PHYSICIAN _LOGATOR where
ZIP_CODE = SzipCode and CATEGORY =
SphysicianType
‘Annotate Enter Comments Loop through each physician found in the
Gatabase that matches the requested zip code
and physician type to get a count of how many
physicians were found
Step4 For the Successful output branch of this DB Read step:
Add a Goto step to the label CONTINUE_MATCH_COUNT
Step For the Connection Not Available output branch of this DB Read step:
Add a Goto step to the label SYSTEM_TROUBLE
Step Forthe SQL Error output branch of this DB Read step
Add a Goto step to go to the SYSTEM_TROUBLE,
Step7 After the CONTIN'
the following criteria:
| MATCH_COUNT label, add a DB Get step using
Ta Property ] value oF Local Variable
Genera 1 Resource Narre Genmatcnoount
Data Source Name Gio P WR _
“Fit Selection | TableNview PHYSIGIAN LOCATOR
Field Name: NAME physicianName
Field Name: PHONE physicianPhone
Field Name: ADDRESS ~ physicianAddress
Step8 For the Suc
ssful output branch of this DB Get step:
Add an Inerement step to increment the matchCount variable,
= Add a Goto step to go to the CONTINUE_MATCH_COUNT label
Stop9 For the SQL Error output branch of this DB Get step:
Add a DB Release step to release the DB Resource name getMatchCount.
= Add a Goto step to go to the label SYSTEM_TROUBLE,
Step 10 For the No Data output branch ofthis DB Get step:
Add a DB Release step using DB Resource Name GetMatchCount.
Add an If step to check if the matchCount variable is equal to zero
(matchCount = 0).
{© 2007 Cisco Systems, ine LabGude 75 If there were no physicians found for this zip code, then we ni
different phrasing.
ed to tell the caller by using
Step 11. For the True output branch of this If step:
"Adda Create Generated Prompt step to create a prompt derived from the
value of the zipCode variable. Store the output in the variable named
sayGeneratedZipCode.
Tab Property Value or Local Variable
‘General ‘Generator Type spelling
| Constructor Type sting ;
‘Argument Name ‘ting —
Values ZipCode
Output Prompt sayGeneratedZipCode
= Add a Play Prompt step to play a “no physicians found” message
(noPhysiciansFoundMsg).
Tab Property Value or Local Varlable
General Contact “Triggering Contact
Interruptabie| Yes
Prompt Prompt [ poPhysicansFounawsg
Barge in Yes
‘Continue On Prompt Errors Yes
Input Flash Input Butfer No
= Add a Play Prompt step to speak the sayGeneratedZipCode variable contents.
his will speak the Zip Code that was entered by the caller.
Tab Property Value or Local Variable
General Contact| Triggering Contact
Interruptible Yes
Prompt Prompt sayGeneratedZipCode
~ Bagein Yes ~
Z Continue On PromptErors | Yes - _
Input Flash Input Buffer No
= Adda Goto step to go the label GET_ZIP_CODE to attempt to get another zip
code for this caller
76
Deploying Cisco Unified Contact Conter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine Step 12 To customize the spoken response if pl
branch of this If step:
= Adda Create Conditional Prompt
‘physician” if only one physician w:
cord was found.
hysicians were found, for the False output
step to determine if the response should be
fas found, or “physicians” if more than one
Tab [Prepery Vatu or Local Variable
“Gera conaion mateo
‘True Prompt : physicianFoundMsg
False Prompt physiciansFoundM: -
| Output Prompt
physiciansFound
m= Adda Create Generated Prompt step to create a prompt derived from the
value of the variable matchCount. St
sayGeneratedMatchCount.
ore the output in a variable named
Tab Property Value or Local Variable
General | Generator Type umber
~__| Constructor Type umber _
[Arguments umber
[ Vatues ‘matchCount
[ Output Prompt ‘sayGeneratodMatchCount
m= Add another Create Generated Prompt step to create a prompt derived from
the value of the variable zipCode. Store the output in a variable named
sayGeneratedZipCode.
Tab | Property Value or Local Variable
General (Generator Type speling
Constructor Type [string
| Argument Name sting 7
| Values ZipCode
| Output Prompt
‘sayGeneratedZipCode
(© 2007 Cisco Systems, In.
LabGude 77 ‘Add a Create Container Prompt step to concatenate all of the above prompts
into a phrase.
Tab Property Value or Local Variable
General Type | Concatenation
Prompts sayGeneratedMatchCount
physiciansFound
sayGeneratedZipCode -
Output Prompt sayMatchCountPhrase
= Adda Play Prompt step to speak the entire phrase.
Tab Property Value or Local Variable
General Contact| | Triggering Contact
Interruptable Yes
Prompt Prompt sayMatchCountPhrase
Barge In Ys -
- ‘Continue On Prompt Errors Yes 7
input Flash Input Butfer No
= Add a Goto step to go to the label READ_PHYSICIAN_INFO
Step 13. To create an escalating prompt, immediately before the GET_ZIP_CODE label
(embedded into the Get Digit step), add a Create Container Prompt step with the
following properties:
Tab Property Value or Local Variable
General Type Escalation
Prompts | setZipCodePrompt
getZipCodePrompt2
getZipCodePrompt3
| Output Prompt ‘getZipCodePromptAl
Stop 14 Modify the following Get Digit step as follows:
= Change the prompt to: getZipCodePromptAll
Step 15 Validate the script (Tools > Validate)
Step 16 Save your new script (File > Save As) to your e:\student folder as
Healtheare.aef where the is your two-digit student number,
Stop 17 Upload the script using the CRS Administration Script Manager.
Step 18 Refresh the script and the application when prompted.
78 Deploying Cisco United Contact Center Express (UCOXD) v2.0,
1© 2007 Cisco Systems, Inc Stop 19
Activity Verification
‘You have completed this task when you attain these results:
Debug the script using the Reactive Script, Follow the steps for the Reactive Script
carefully. Call the application and observe the variable values and listen for the
correct prompts as you step through the script. Note that only one physician can
’e found at this time because you have not built any looping logic yet.
m= The script can be validated
= The number of physicians found is only one until you add logic to conduct repeated DB
Get steps.
Do not reply to the prompt to enter a 5-digit zip code to see if the escalating prompt works
properly.
(/ Task 2: Implement Delays and Caller Prompt
In this lab, you will implement delays for speaking the physician information and prompt the
user for the next request.
Activity Procedure
Complete these steps:
step 1
Define the following variable:
Type
‘Stop 2
Step 3
Value
‘speakPhysicianPrompt PIPA\PA,PhysicianPrompt]
Afier the SPEAK_PHYSICIAN_INFO label, for each Play Prompt step that
speaks each piece of physician information (name, phone, address), add a Delay
step to pause the scripts processing for two seconds. This will allow the caller
some time to write down the information,
After the WHAT_NOW? label, add a Menu step using the following criteria to
allow the caller to make decisions about the call progress:
(© 2007 Cisco Systems, Ine.
LabGuce 79 Tab Property Value
General Contact| “Triggering Contact
- Interruptible Yes
Prompt Prompt | speakPhysicianPrompt
Barge In Yes
‘Continue On Prompt Errors Yes
Input Timeout (in Seo) 3
Maximum Retres 1
Flush Input Buffer Yes
Filter | Options
2 = Next Physician
~__| 3=New Zip Code
[+= Start Demo
Step4 For the I=Repeat Physician output branch of this Menu step:
= Add a Goto step to go to the label SPEAK_PHYSICIAN_INFO
Step5 For the 2=Next Physician output branch of this Menu step
= Add a Goto step to go to the GET_NEXT_PHYSICIAN_RECORD label.
‘Step6 For the 3-New Zip Code output branch of this Menu step:
a Adda Set step to set the matehCount to 0
© Add a DB Release step to release the DB Resource name GetPhysicians.
= Add a Goto step to go to the label GET_ZIP_CODE.
Step7 For the *=Start Demo output branch of this Menu step:
Adda Set step to set the matchCount to 0
= Add a DB Release step for DB Resource name getPhysicians
= Add a Goto step to go to the label START_DEMO
Step For the Timeout output branch of this Menu step:
Add a Goto step to go to the label
TRANSFER CALLER_TO_PHYSICIAN_ASSISTANT
Step9 For the Unsuccessful output branch of this Menu step:
™ Adda Goto step to go to the label
TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step 10 Validate the script (Tools > Validate).
Step 11 Save your new script (File > Save As) to your e:\student=xx> folder as
Healtheare.aef where the is your two-digit student number.
Step 12 Upload the script using the CRS Administration Script Manager.
Stop 13 Refresh the script and the application when prompted.
‘80 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine Step 14 Debug the script using the Reactive Script, Follow the steps for the Reactive Script
carefully. Call the application and observe the variable values and listen for the
correct prompts as you step through the script. The application should now return
multiple physicians using the “Next Physician” (2) menu selection
ivity Verification
‘You have completed this task when you attain these resulls:
= Select the Next Physician (2) on the new menu you created and you should get another
physician’s information.
{© 2007 Cisco Systems, Ine Lab Guide Bt Task 3: Implement Caller Retries
To limit the number of times to prompt a caller for input, you need to keep track of the number
of retries. In this exercise you will create looping mechanisms to determine how many retries
have been made. Once the retries have equaled or exceeded a certain value, you will build
logic to send the caller to a trouble message
Activity Procedure
Complete these steps:
Step1 Define the following variables:
Type Name Value
Integer callerRevies °
Prompt incorrectOption PIPAIPA_IncorrectOption]
Prompt invaldOption PIPAPA_InvalidOption)
First we will create a few new labels to help us implement caller reties. The new labels will
allow us to avoid the reset of the callerRetries variable and continue to increment that variable
until the retry is exhausted, There are many branches this technique can be used, but we will
only address the Menu step for getting the physician type.
Stop 2
Stop 3
Immediately after the label GET_PHYSICIAN_TYPE:
Add a Set step to set callerRetries = 0
‘Add a new Label step GET_PHYSICIAN_TYPE_RETRY
Implement the following for the Timeout branch for the Menu step that follows
the GET_PHYSICIAN_TYPE_RETRY label:
Add a Set step to set the variable physicianType to be assigned the value
typeUnknown
‘Add an Increment step that increments the callerRetries variable. Each time a
call passes this script location, you can count the callerRetries; thus the
callerRetries variable is incremented.
Add an If step to check ifthe callerRetries variable is greater than or equal to
two, (callerRetri
For the Ifstep True output branch, add a Goto step to go to the
TRANSFER CALLER TO_PHYSICIAN_ASSISTANT label. We don’t want
to drop the call ifthe caller is having trouble.
For the If step False output branch, add a Play Prompt step to play an incorrect
option message (incorrectOption).
For the If step False output branch, add a Goto step to go to the
GET_PHYSICIAN_TYPE_RETRY label,
82
Deploying Cisco Untied Contact Center Exprass (UCGXD) v2.0 (© 2007 Cisco Systems, Ine. Step4 For the Unsuccessful output branch of this Menu step:
m= Adda Set step to set the variable physicianType to be assigned the value
typeUnknown
= Adda Goto step to the label
‘TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT.
Step5 Validate the script (Tools > Validate).
Step6 Save the script (File > Save As).
Step7 Upload the script to the LDAP directory using the CRS Administration Script
Manager.
Step8 Refresh the script and application when prompted,
Step9 Debug the script using the Reactive Script. Follow the steps for the Reactive Script
carefully. Call the application and observe the variable values and listen for the
correct prompts as you step through the script.
ity Verification
You have completed this task when you attain these results;
= Call the application to start the seript.
‘= Input the type of physician when prompted.
Enter the Zip Code <30074>,
‘The script should speak the number of physicians found for the Zip Code/type of physician
combination entered. The script will then speak the name, phone number and address of the
first physician located in that Zip Code, with a two second delay after each piece of
information. The script should then prompt you for what you would like to do next.
Input 1 to repeat the physician information, The script should prompt for you for what to
do next.
= Input 2 to get the next physician. ‘The script should speak the name, phone number, and
address of the next physician. The script should then prompt you for what to do next.
= Input 3 to entera new Zip Code. The script should prompt you for the Zip Code. Do not
input any keys! Wait for the timeout to be reached. The script should re-prompt you for
the Zip Code.
= Hang up to terminate the script.
(© 2007 Cisco Systems, ine. Lab Guice 83 Task 4: Using Array Logic for Database Efficiency (Optional)
The previous lab exercises required the script to hold the database read until the caller got every
record from the query. This has an impact on the number of database licenses required for this
application as the holding time for each database read could be lengthy.
To shorten the database read holding time, we can use variable arrays to retrieve all of the
records at once and store the data into variables configured to use arrays.
For this task, you will download a prepared script from the Script Management page and load it
into your application,
Activity Procedure
‘To test and observe the variable array script techniques, complete these steps:
Step 1
Step 2
Step 3
Step 4
Stop 5
Retrieve the script X405_08_HeraltheareWithArrays.aef/
X501_08_HeraltheareWithArrays.aef from your Student CD or the Script
Management page.
Save it to your C:\studentxx folder as HealthcareArray.aef (where is
your student number),
Upload the renamed script using CRS Script Management.
Assign the script to your application.
Debug the script to watch the arrays gather physician information in one set of DB
Get steps,
184 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0 (© 2007 Cisco Systems, Ine. Mastery Exercise
Your instructor may hav
isked you to detour to this Mastery Exercise. If so, you have not
completed your script and you need to insert the completed script into your application. This
effort will allow you to test and evaluate the pr
sted script for this lesson.
Ifyou have completed your script, skip to the Script Evaluation section of this lab.
Step 1
Stop 2
Stop 3
step 4
Step 5
‘Step 6
From the CRS Administration select Applications > Script Management
For the script X405_08_Healtheare.aef / XS01_08_Healthcare.aef,, right-click
the left icon and Save As to your student folder.
To save your previous work, rename the file C:\student=xx>\Healtheare.aef
to something safe. (Example: Healtheare09_Safe.aef for student 09,
Rename the script file X405_08_HealtheareWithSubflow.acf
X501_08_HealthcareWithSubflow.aef in your student=xx> folder to be
Healthcare.aef, This is the script to be used for this lesson.
Upload the script (Healthcare.aef) using CRS Script Management
Refresh the script and the application when prompted, Your application is already
using a script by this name.
You are now ready to test the script logic and evaluate the script.
Test the Script Logic
step7
Step 8
Step 9
Step 10
Step 11
Step 12
Call the application and enter the Zip Code 30074 then press pound,
Input the type of physician by dialing 2. The script should speak the number of
physicians found for the Zip Codeitype of physician combination entered. The
script will then speak the name, phone number and address of the first physician
located in that Zip Code, with a three second delay after each piece of information
The script should prompt you for what to do next.
Input I to repeat the physician information. ‘The seript should prompt for you for
what to do next
Input 2 to get the next physician, The script should speak the name, phone
number, and address of the next physician. The script should then prompt you for
what to do next.
Input 3 to enter a new Zip Code, The script should prompt you for the Zip Code.
Do not input any keys. Wait for the timeout to be reached. ‘The script should re-
prompt you for the Zip Code.
Hang up to terminate the script,
(© 2007 Cisco Systems, ine.
Lab Gude 65 Script Evaluation
Use the CRS Editor Debug function to evaluate this script.
Qh)
Q2)
Q3)
ay
Qs)
Q6)
qn
How does the DB Read step acquire information about which CATEGORY to select in
the database?
A) The DB Read step selects all of the fields
B) From the physicianType variable value
©) From the zipCode variable value
D) From the database CATEGORY table
The matchCount variable accumulates what?
‘A) The Zip Code in the database that match the zip code in the zipCode variable,
B) The number of digits in the physician’s telephone number
C) The number of records found for the database query
D) The number of physicians found of any type in the zip code.
To assure the Zip Code is spoken as “3-0-0-7-4”, the Generator Type must be:
A) spelling
B) number
©) character
D) ordinal
‘What is the name of the database connection used to acquire the information to lear,
the number of physicians found?
A) GetMatchCount
B) — GetPhysicianCount
©) GetRetries
D) — GeiOverlt
‘What output branch is used to signal that no more physician records were found in the
database for this particular query?
A) NoPhysicians Found branch
B) Last Data Found
©) Successful
D) —NoData
What key may be pressed to restart the demo?
Aol
B) 2
Oo #
bo *
If no physicians were found in the query, what branch of the If step is accessed?
A) Successful
B) Fail
Cc) True
D) False
{86 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 '© 2007 G00 Systems, nc Answer Key
These are the answers for the previous activity
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{© 2007 Cisoo Systems, no. Lab Gude a7 Lab 9-1: Making Caller Transfers
Complete this lab activity to practice what you leamed in the related lesson.
Activity Objective
In this activity, you will continue building your healthcare script. To complete these lab
exercises, you must be able to correctly handle a possible transfer to customer service.
To avoid sending a call to an empty seat, you will need to determine whether the call is “in
hours” or “out of hours”. “In hours” callers are transferred to the extension for customer
service. “Out of hours” callers will hear a “Please try your call again” announcement.
Also you will need to determine if today is a weekday or weekend,
Afier completing this activit
you will be able to meet these objectives:
= Define day ranges “weekend” and “weekday”
Define a special hours range, “out of hours”
Specify a transfer extension
Resolve caller and system trouble
Specify holidays
Visual Objective
The figure illustrates what you will accomplish in this activity. The gray area will be addressed
in the following tasks.
88
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‘© 2007 Cisco Systems, ine.
ab Guide Required Resources
These are the resources and equipment required to complete this activity
= Operational Unified Communications Manager (CM), v4.2, v5.1, or v6.0
® Unified Contact Center Express (CCX), v4.0(5), v4.1, or v5.0
Student PC with MS Windows XP, SP2
Cisco IP Phone, 7940 or better
= Network connectivity between the Unified CCX system and the PC Workstation
@ IP Phone from which to launch calls
= Installed CRS Editor on PC Workstation
‘The script will need to respond to the caller input and populate variables as a result. The
following table shows the media file names of pre-recorded prompts for use in the following
tasks. Remember the filenames are case sensitive!
Media wav File Name Recorded as:
PA_TransferMsg.wav Your call will now be transferred
PA_OutHoursMsg.wav Please try your call again between 8:00 AM and 5:00 PM
Central Time, Monday through Friday when someone will
be available to assist you
PA_EndingMsg.wav To end this demo, press 1
‘To restart this demo, press the * key
PA_CallerTrouble.wav I'm sorry you're having trouble _
PA_SystemTrouble.wav 11m sorry. The system is experiencing technical
dificuties.
PA_CsrUnavailableMsg.wav |'m sorry, a customer service representative is not
available at this time, Please try again later.
90 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 isco Systems, Inc. CRS Editor Steps
‘The table describes the CRS Editor steps used in this activity,
CRS Editor Steps Description
Day of Week Use the Day of Week step to cause the script to branch to
different connection output branches, depending on the
current day of the week. Steps that you add folowing a
specific connection branch will execute ifthe script server
system clock indicates that the day of the week matches.
tone of the days associated with that connection
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. Steps thal you add following a specifi ouput
branch will execute if the clock in the applicstion engine
indicates that the time of day matches the time associated
with that connection
Call Redirect Use the Call Redirect step to redirect a call to another
extension
Set Contact info Use the Set Contact info step to enable the script to modity
the generic information associated with a contact.
Get Contact Info Use the Get Contact Info step to make information about
Job Aids
variables available to the following script steps.
These job aids are available to help you complete the lab activity
UCCXD Student Guide
UCCXD Lab Guide
UCCXD Student CD
CRS Administration
CRS Editor
Mastery Exercise Detour (Instructor Option)
Your instructor may have directed you to detour to the Mastery Exercise at the end of this
lesson. If that is the case, go there now and skip the following script construction. If your
instructor did not advise you to detour, continue to the next steps.
18 2007 Cisco Systems, ine Lab Gude 9t Stare and Compare
Your instructor has uploaded completed answer scripts for each lab exercise into the script
repository as well asthe scripts folder on your student CD. The answer seripts may be viewed,
compared, or downloaded using the Application Management Script Management page. As a
student you may elect to view the answer scripts as an aid to performing your lab
When you load the answer script into the Script Editor, use the Window > Tile Vertically to
allow both your new script and the sample script to appear side-by-side for comparison. Place
your working file closest to the Editor Pallet pane so you can easily move steps into the script.
‘There are several script used in this lab
Unified CCX v4.0(5):
Unified CCX v4.0(5):
Unified CCX v4.0(5):
Unified CCX v5.0(1):
Unified CCX v5.01):
Unified CCX v5.0(1):
ercise to include the subflow scripts.
‘The answer script for this lab is X405_09_Healtheare.acf
‘The answer script for this lab is X405_09_HolidayDBSubflow.aef
The answer script for this lab is X40S_09_HolidayXMLSubflow.aef
The answer script for this lab is XS01_09_Healtheare.acf
The answer script for this lab is X501_09_HolidayDBSubflow.aef
‘The answer script for this lab is XS01_09_HolidayXMLSubflow.aet
‘82 Deploying Cisco Unifed Cantact Center Express (UCCXD) v20 (© 2007 Cisco Systems, Inc. Task 1: Determine In/Out Hours, Time of Day
‘There are two methods to send a call to a customer service agent.
= One method isto simply select a directory number and send the call to that directory
number without any ACD functionality
The other method is to use the ACD functionality of Unified CCX Agents to select an
agent, queue the call and transfer to an agent desktop.
This activity will address the former and the Unified CCX scenario will be addressed in a later
lesson.
For both methods, it is important to know the in/out hours and the time of day customer service
people are on duty (Time-of-Day),
Activity Procedure
In this lab, you will implement the in and out hours, and transfer the caller to a customer
service representative. Complete these steps
Step 1 Define the following variables:
Type | Name Value
Prompt outHoursMsg PIPA\PA_OutHoursMsg}
Prompt transferMsg PIPAIPA_TransferMsg]
Prompt | csrUnavailableMsg P{PAIPA_CsrUnavailableMsg]
String csrExtension 2=XX>3 (your partner's thitd line,
‘make this attribute a parameter)
Boolean inHours, ‘true, (make this atribute @
parameter)
Step2 After the label TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT, add the
following labels in this order:
= CHECK_FOR_HOLIDAY
= CHECK_DAY_AND_HOURS
= OK_TO_TRANSFER_CALLER
Step3 After the CHECK_DAY_AND_HOURS label add an If step to check the boolean
variable inHours. This is for script testing so the developer does not have to test in
the out of hours timeframes,
Step4 For the True output branch of this If step, leave it blank
Step 5 For the False output branch of this If step:
= Adda Play Prompt step to play the outHoursMsg
Add a Goto step to go to the label TERMINATE
{© 2007 Cisco Systems, Ine Lab Gude 9. Step6 After the Ifstep, add a Day of Week step to declare the following connections:
Tab Connections Day of Wook
General Weekday Monday, Tuesday, Wednesday, Thursday,
Faday
Saturday Saturday __
Sunday Sunday
Step7 For the Weekday output branch, add a
Tab Connections.
‘Time of Day step for the following criteria
Time Ranges
Distribute Time | In Hours
7:30 AM - 6:00 PM.
Night Shitt
6:00 PM - 12:00 AM
12:00 AM - 2:00 AM
The Rest
Step8 For the In Hours output branch of the Time of Day step:
= Add a Goto step to the label OK_TO_TRANSFER_CALLER
Step9 For the Night Shift output branch of the Time of Day step:
= Add a Goto step to the label OK_TO_TRANSFER_CALLER
Stop 10 Forthe The Rest output branch of the
Time of Day step:
= Adda Play Prompt step with the following properties:
Tab Property Value or Local Variable
‘General ‘Contact Triggering Contact|
Interruptioe Yes
Prompt Prompt outtoursMsg
Barge In Yes
Continue On Prompt Errors Yes
7 [Ne
Input Flash Input Buffer
= Adda Goto step to the label ENDING
Step 11 For the Saturday output branch, add a
MENU_FOR_DEMO.
Time of Day step for the following criteria:
Tab Connections
Time Ranges
Distibute Time | In Hours
9:00 AM - 1:00 PM
The Rest
‘Stop 12 For the In Hours output branch of the Time of Day step:
9
Deploying Cisco Unified Contact Centr Express (UCCXD) v2.0
(© 2007 Cisco Systems, in. Step 13,
= Add a Goto step to the label OK_TO_TRANSFER_CALLER
For the The Rest output branch of the Time of Day step:
= Adda Play Prompt step with the following properties
Tab Property Value or Local Variable
General Contact ‘Triggering Contact
Interruptabie Yes
Prompt Prompt outHourswsg|
[ Barge in Yes
Continue On Prompt Errars Yes
Input [ Flash input Butter No -
= Add a Goto step to the label ENDING_MENU_FOR_ DEMO
Step 14 For the Sunday output branch, add a Time of Day step for the following criteria:
Tab Connections Time Ranges
Distibute Time | In Hours 9:00 AM - 2:00 PM
The Rest -
Step 15
For the In Hours output branch of the Time of Day step:
= Add a Goto step to the label OK_TO_TRANSFER_CALLER
Step 16 For the The Rest output branch of the Time of Day step:
= Add a Play Prompt step with the following properties:
Tab Property Value or Local Variable
General Contact | Triggering Contact
Intomruptabie Yes
Prompt Prompt outHourshisg
Barge In Yos
Continue On Prompt Errors Yes _
Input Flash Input Butfer No
= Add a Goto step to the label ENDING_MENU_FOR_DEMO
{© 2007 Cisco Systems ne.
Lab Gude 05. TASK 2: Transfer the Caller (Non-ACD)
Now that the script is assured the call is during working hours and a work day, we can transfer
the call using the non-ACD steps Call Redirect or Call Consult Transfer. For ACD functions,
The Select Resource step will be introduced in the next lesson.
step 1
Step 2
Stop 3
Step 4
Step 5
Step 6
Step 7
Stop 8
Stop 9
After the label OK_TO_TRANSFER_CALLER, add a Play Prompt step to play
the transferMsg,
Add a Call Redirect step to transfer the call to esrExtension
For the Successful output branch of the Call Redirect Step:
= Add a Set Contact Info step and set Handled to “-Marked-—". This action will
‘mark the CCDR records as “handled”. This will prevent this call from being
reported as abandoned
= Add a Goto step to the label END.
For the Busy, Invalid, and Unsuccessful output branches:
m= Adda Play Prompt step to play cstUnavailableMsg,
= Add a Goto step to go to the label TERMINATE
y
idate the script (Tools > Validate)
Save the script (File > Save As).
Upload the script to the LDAP directory using the CRS Administration Seript
Manager.
Refresh the script and application when prompted.
Debug the script using the Reactive Script. Follow the steps for the Reactive Seript
carefully. Call the application and observe the variable values and listen for the
correct prompts as you step through the script.
6
‘Deploying Gisco Unified Contact Center Express (UGCXD) v2.0 (© 2007 Ciseo Systems, Ine Activity Verification
‘You have completed this task when you attain these results:
Verify in hours / transfer
To verify a call can be completed to a customer service agent during working hours
From the CRS Administration > Applications > Application Management page, select your
application and check and modify the esrExtension to be one of your lab partner's
extensions.
Call the application from your IP phone.
‘When the script prompts you to “. Just stay on the line.” do nothing and the call will
‘attempt to transfer.
“The application should transfer the caller to the CSR extension you specified on the CRS
Administration page (see above).
Hang up to terminate the script.
Verify out hours
To verify a call will go to an announcement when it is out of hours.
‘On your Application Management page, change the inHours parameter value to be “false”
Call the application from your IP phone.
When the seript prompts you to “Just stay on the line.” do nothing and the call will attempt
to transfer.
‘The script should play the “Please try your call again...” message and then prompt for next
request (end call or re-start the demo).
Hang up to terminate the seript.
Return the inHours variable value back to “true”.
{© 2007 Cisco Systems, in.
LabGude 97 Task 3: Build the Demo End Menu
To allow a demo to continue to run without dialing the application again, the following menu
allows you to either start or end the demo.
Activity Procedure
To build the end menu, complete these steps:
Step1 Define the following variable:
T
Type | Name Value
Promot thanksAndGoodbye PIPAIPA_ThanksAndGoodbye}
Prompt endingPrompt PIPAIPA_EndingMsg]
Step2 After the ENDING_MENU_FOR_DEMO label, add a Set step that sets the
CallerRetries = 0.
Step3 After the Set step, add a Menu step using the following criteria
Tab Property Value
Goneral Contact “Triggering Contact
Interruptible Yes _
Prompt Prompt | encingPrompt ~
Barge In [yes -
‘Continue On Prompt Errors Yes
Input Timeout (in Seo) 3
Maximum Retries 0
Flush input Buffer Yes
Filter Options: = End Call
=Stat Demo
Step4 For the End Call output branch of the Menu step:
= Add a Play Prompt step to play thanksAndGoodbye
= Add a Goto step to go to the label TERMINATE.
‘Step 5 For the Start Demo output branch of the Menu step:
= Add a Goto step to go to the label START_DEMO
Note The following steps are the same (except for the ast step) as the retry functionally steps for
the Timeout output branch that you crested in the previous chapter lab. You could copy and
paste them and change the last step to go to the ENDING_MENU_FOR_DEMO label
{98 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems. Inc Step 6
Stop 7
Step 8
Step 9
Step 10
For the Timeout output branch of the Menu step, implement the retry
functionality
= Add an Increment step that increments the callerRetries variable. Each time a
call passes this script location, you can count the callerRetries; thus the
callerRetries variable is incremented,
= Add an If step to check if the callerRetries variable is greater than or equal to
two. (callerRetries>=2)
= For the If step True output branch, add a Goto step to go to the
CALLER_TROUBLE label.
= For the If step False output branch, add a Play Prompt step to play an incorrect
option message (incorrectOption).
= For the Ifstep False output branch, add a Goto step to go to the
ENDING_MENU_FOR_DEMO label.
For the Unsuccessful output branch of the Menu step, implement the retry
functionality
= Add an Increment step that increments the callerRetries variable. Each time a
call passes this script location, you can count the callerRetries; thus the
callerRetries variable is incremented.
= Add an If step to check if the callerRetries variable is greater than or equal to
two. (callerRetries>=2)
= For the If step True output branch, add a Goto step to go to the
CALLER_TROUBLE label.
= For the If step False output branch, add a Play Prompt step to play an invalid
‘option message (invalidOption),
= For the If step False output branch, add a Goto step to go to the
ENDING_MENU_FOR_DEMO label
Validate the script (Tools > Validate),
Save the script (File > Save As).
Continue to the next task.
{© 2007 Cisco Systems, In.
Lab Gude 99) Task 4: Resolve Caller and System Trouble Messages
‘Two types of trouble messages can be generated from a phone call within the script.
© Caller Trouble: This is trouble initiated by the caller such as inv:
timeouts
id digits entered or
= System Trouble: This is trouble initiated by the system such as a database not available,
‘Trouble must be recognized and resolved by the script designer so we can get the caller to their
objective.
Activity Procedure
Complete these steps:
Stop 11 Create the following variables:
Type Name tue
Prompt callerTrouble PIPAIPA_CallerTrouble}
Prompt systemTrouble PIPAIPA_SystemTroubie}
Step1 After the CALLER_TROUBLE label:
= Add a Play Prompt step to play a caller trouble message. (callerTrouble)
= Add a GoTo step to go to the label ENDING_MENU_FOR_DEMO
Step2 After the SYSTEM_TROUBLE label, do the following:
m= Add a step to play a system trouble message. (systemTrouble)
Because we want to give this caller a chance to reach their objective, add a Goto
step to go to the label TRANSFER_CALLER_TO_PHYSICIAN_ASSISTANT
Step 3 Validate the script (Tools > Validate).
Step4 Save your new script (File > Save As) to your c:\student folder as
Healtheare.aef where the is your two-digit student number.
Step S Upload the script using the CRS Administration Script Manager.
Step 6 Refresh the script and the application when prompted.
Step7 Debug the script using the Reactive Script. Follow the steps for the Reactive Script
carefilly. Call the application and observe the variable values and listen for the
correct prompts as you step through the script.
Activity Verification
‘You have completed this task when you attain these results:
You should hear the ending menu prompt if you fail to enter a zip code (time out)
100 Deploying C'e0 United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, Ine Task 5: Check for a Holiday by Database Query, Subflow
This task will allow us to ct
simple subflow script and call
Activity Procedure
for a holiday by querying a database table. You will build a
it in your Healthcare script using the Call Subflow step.
‘Stop1 To determine whether today isa holiday, get today’s date and check a database to
see if the date exists in the HOLIDAYS database table. This seript will not use
any media so we will not need a Accept or Terminate step and we can debug the
seript using non:
Step2 Start a new script
ctive debug,
and add an End step.
Step3 Define the following variables:
Name Value
String ‘eurrentMonth =
String ‘eurrentDate =
String ‘currentYear mG
int holidayDate 0
Int holdayMonth °
Boolean todayisAHoliday false
Stop4 After the Start stey
:p. add three Set steps to return integers to the variables
currentMonth, current ear and currentDate. Use the Expression Editor to
establish the expressions.
Variable As
carentDate Dinow) date
eurrentYear Dinowlyear _ 7
currentMonth Drow) month -
{© 2007 Gisco Systems, Ine
Lab Gude 101 Step5 Following the Set steps, Add a DB Read step using the following:
Tab Property Value or Local Variable
General DB Resource Name Gettiolidays:
| Database Name | cisco IP VR
Timeout — 5
Field Selection | SQL Command SELECT * from HOLIDAYS where
MONTH = ScurrentNtonth and
and DAY = ScurrentDate
‘Comment ‘Comment ‘Check the HOLIDAYS database table to see if
| today is @ holiday.
Stop 6 For the Successful output branch, add a DB Get step using the following:
Tab Property Value or Local Variable
General DB Resource Name GetHoidays|
Data Source Name Cisco IP IVR
Field Selection | Table/View HOLIDAYS
Field Name: MONTH holidayMonth
Field Name: DAY holidayDate
Step7 For the Successful output branch of the DB Get step:
= Add an Annotation “Tod:
is a Holiday!”
= Add a DB Release step for DB Resource name GetHlolidays
= Add a Set step to set todaylsAHoliday
Step8 For the No Data output branch of the DB Get step:
Adda DB Release step for DB Resource name GetHolidays
Add a Set step to set todaylsAHoliday = false
Step9 For the SQL Error output branch of the DB Get step:
= Add a DB Release step for DB Resource name GetHolidays
Step 10 Validate the script (Tools > Validate).
As) Hi
Step 11. Save the script (File > jayDBSubflow.acf
Stop 12 To debug this script, simply click the Step Over button on the Script Editor Debug,
bar,
Step 13 Step through the script and note the date values change. Repair any problems,
Step 14 Upload the script to the LDAP directory using the CRS Administration Script
Manager.
Stop 15 Refresh the script and application when prompted.
Step 16 The script is ready to be accessed by a future Call Subflow step in your Healthcare
script.
102 Deploying Cisco Uniiad Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, Task 6: Check for a Holiday by XML Query, Subflow
‘This task will allow us to check for a holiday by querying an XML page. You will build a
simple subflow script and call it in your Healthcare seript using the Call Subflow step.
Activity Procedure
step 1 To determine whether today is a holiday, get today's date and check an XML page
to see if the date exists in the XML page. This script will not use any media so we
will not need a Accept or Terminate step and we can debug the seript using non-
reactive debug,
‘Step 2 Sart a new script and add an End step.
Step 3 Define the following variables:
Type Name | value
String ‘curentMonth
String currentDate
String ‘curveniVear a
Boolean todayisAHoiday false — -
String dateFromList| -
Document ~_ | datetist| [ boca __
Boolean | eaten [false
String holidayDate [- 7
int holidayEntryNum [o —
String holidayEntrySutfx ~
String todaysDate |
Step4 After the Start step, add four Set steps to return integers to the variables,
currentMonth, currentY ear and currentDate and assemble today’s date. Use the
Expression Editor to establish the expressions,
Variable Assign
curentDate Drow) date
currentYear Djnow] year -
currentMonth Drow] month —_
todaysDate currentMonth + "7 + cureniDate +" curentYear
Lab Gude 109,
{© 2007 Cisco Systems, Ine About The HolidayDates XML File
Your instructor has placed the HolidayDates.xml file in the CRS server's wfawvid directory.
The file contents look like this:
11/30/2007
holidayDate2>12/25/2007
1/3/2007=/holidayDate3>
6/22/2007
‘
<
‘The following steps will be added in script order and will follow the previous Set steps.
Step5 Add a Create XML Document step with the following properties:
Filename Document
DOCtHolidayDates xm dateList
Step6 To create an XML document to be parsed by the CRS steps, add a Create XML,
Document step with the following properties:
Source Document Source ID Document
dateList [ dateuist
‘Step7 To get the holiday information from the new XML document, add a Get XML
Document Data step with the following properties
Document XML Path Result Data
datetist "descendant: Holidays/chid::bogusstring” datoNul
Step8 Add a Label step named LOOP_THROUGH. HolidayDates.xml
Step Add an Increment step to increment the variable holidayEntryNum.
104 Deploying Cisco Unified Cantact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine. ‘Step 10 To change the holidayEntryNum value to a string and place the string value in the
string variable holidayEntrySuffix, add a Set step. In the properties window:
= For the Variable, select hotidayEntrySuffix
= Open the Expression Editor Window (...) to assign the Value
= To start the expression, pull down the All Variables window and select
holidayEntryNum,
Select the Si
ig tab at the bottom of the window.
= Select the button labeled “?.toString()”. You have completed the expression.
Your Properties window should look like this
Variable Assign
holidayEntrySulix holidayEntryNum toString()
Stop 11 To create a value to increment through the XML file such as holidayDate2, add
another Set step using the following parameters:
————-
Variable Assign
holidayDate “holidayDate" + holidayEntrySuftnc
Stop 12 To get the holiday information from the new XML document, add a Get XML
Document Data step with the following properties:
Document. XML Path Result Data
dateList “idescendant:Holidays/child:" + holidayDate | dateFromList
Now the script can analyze and compare to determine if today is a holiday.
Step 13. To make the comparison between todaysDat
with the following properties:
ind the dateFromList, add an If step
Tab Condition
General todaysDate
Step 14 For the True branch of the previous If step, add the following steps:
= Add an Annotate s
ep stating “Today is a Holiday!”
= Add a Set step with the following properties:
Variable Assign
todaylsAHoliday true
{© 2007 Cio Systems, in. Lab Gude 105 Step 15. For the False branch of the previous If step, add the following steps:
To check to see if the retum was null (no holiday), add an If step with the
following properties:
Tab Condition
General dateFromList
For the False branch of the If step, add a Goto step to go to
LOOP_THROUGH_HolidayDates.xml
Step 16 Validate the script (Tools > Validate).
Step 17 Save the script (File > Save As) HolidayXML Subflow.acf
Step 18 To debug this script, simply click the Step Over button on the Script Editor Debug
bar.
Step 19 Step through the script and note the date values change. Repair any problems.
‘Step 20 Upload the script to the LDAP directory using the CRS Administration Script
Manager.
Step 21. Refresh the script and application when prompted.
Step 22 The script is ready to be accessed by a future Call Subflow step in your Healthcare
script
108 Deploying Cisco Unified Contact Centor Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine Task 7: Add Call Subflows to Your Healthcare Script
The two subflow scripts are uploaded and ready to be accessed by your healthcare script. You
now need to make some minor modifications to your healthcare script.
Step1 Define the following variables:
Type Name Value
Prompt holidayMieg PIPAIPA HolidayMsg]
String subflowName "HolidayDBSubtiow=Xx>.aeh (make
parameter)
Boolean ‘odaylsAHoiday false
Step2 Below the label CHECK_FOR_HOLIDAY, add a Call Subflow step with the
following properties:
Tab Property | value
General ‘Subiow Name | subtiowName
Disable Interuptions [No
Output Mappings
‘Subiow Sources
lodaylsAHoliday
Destinations
| todayisAHoliday
step 3
Stop 4
Add an If step to evaluate the rotumed value of todaylsAHoliday.
For the True output branch of this If step:
|= Adda Play Prompt step to play the value of holidayMsg
Add a Goto step to go to the label TERMINATE
{© 2007 Cisco Systems, Ine
Lab Guide 107 Activity Verification
You have completed this task when you attain these results:
Verify Today is a Holiday
To verify a call will go to a holiday announcement when it is a holiday
= Ask your instructor to modify the database and XML files to make today a holiday, Ifit is
aholiday, why are you here?
= On your Application Management page, set the subflowName parameter value to be
“HolidayDBSubflow.aef. This will test the database implementation.
= Call the application from your IP phone.
= When the script prompts you to “To be connected to a Physician Assistant”, press 2 and the
call will attempt to transfer.
‘= The script should play the holiday message and end the call
= On your Application Management page, change the subflowName parameter value to be
“HolidayXMLSubflow.aef", This will test the XML implementation,
= Call the application from your IP phone.
|| When the script prompts you “To be connected to a Physician Assistant”, press 2 and the
call will attempt to transfer.
= The script should play the holiday message and end the call
108
Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine Mastery Exercise
‘Your instructor may have asked you to detour to this Mastery Exercise. If'so, you have not
completed your script and you need to insert the completed script into your application. This
effort will allow you to test and evaluate the pre-tested script for this lesson.
If you have completed your script, skip to the Script Evaluation section of this lab.
StepS From the CRS Administration select Applications > Seript Management,
Stop6 For the script X405_09_Healtheare.aef / XS01_09_Healtheare.aef,, right-click
the left icon and Save Target As to your student folder.
Step7 To save your previous work, rename the file C:\studentxx>\Healtheare.aef
to something safe. (Example: Healthcare09_Safe.aef' for student 09.
Step8 Rename the file X405_09_Healthcare.aef / XS01_09_Healtheare.aef in your
student=xx> folder to be Healtheare.aef. This is the script to be used for this
lesson,
Step9 Upload the script (Healtheare-ael) using CRS Seript Management.
Step 10 Refresh the script and the application when prompted. Your application is already
using a seript by this name.
‘You are now ready to test the script logic and evaluate the script.
Activity Verification
‘You have completed this task when you attain these results:
Verify Today is a Holiday
To verify a call will go to a holiday announcement when it is out of hours.
‘= Ask your instructor to modify the database and XML fi
aholiday, why are you here?
5 to make today a holiday. If itis
= On your Application Management page, subflowName parameter value to be
“HolidayDBSubflow.aef™. This will test the database implementation.
= Call the application from your IP phone.
= When the s
to transfer
stay on the line.” do nothing and the call will attempt
script prompts you to “Jus
= The script should play the holiday message and end the call
= On your Application Management page, subflowName parameter value to be
“HolidayXMLSubflow.aef™, This will test the XML implementation,
= Call the application from your IP phone.
= When the script prompts you to “Just stay on the line.” do nothing and the call will attempt
to transfer.
= The script should play the holiday message and end the call.
= Modify the script to return today as a weekday so future labs will work properly. Do not
forget to Validate, Save, Upload and Refresh!
{© 2007 Cisco Systems, Ine Lab Guide 109 Lab 9-2: Record Your Own Prompts
Ci
‘omplete this lab activity to practice what you learned in the related lesson,
Activity Objective
In this activity, you will record prompts using an Unified IP IVR application. After completing.
this activity, you will be able to meet these objectives:
Set up an application to record prompts
Record prompts
Upload and test the new prompts
Required Resources
‘These are the resources and equipment required to complete this activity:
T
Operational Unified Communications Manager (CM), v4.2, v5.1, oF v6.0
Unified Contact Center Express (CCX), v4.0(5), v4.1, of v5.0
Student PC with MS Windows XP, SP2
Cisco IP Phone, 7940 or better
Network connectivity between the Unified CCX system and the PC Workstation
IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
he following table shows the media file names of pre-recorded prompts for use in the
following tasks. Remember the filenames are case sensitive!
‘Media wav File Name Recorded as:
RP_FileNameSuffix.wav “Please enter a filename suffix between 0 and 9.”
RP_Goodbye.wav “Goodbye
RP_PromptSave.wav “To save, press one.”
RP_RecordMenut wav “To review your prompt press one, to save press
two, to re-record, press three.”
RP_RecordYourPrompt. wav “At the Sound of the fone, record your prompt
When you are finished, press pound.”
RP_SuccessfulPromptwav “Your prompt was successfully saved.”
RP_TryAgain.wav “Please try again.”
RP_YourPrompils.wav ~__[ "Your Prompt name is, prompt name.”
RP_WelcomeMsg.wav "Welcome to the prompt recording tool”
10
Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systoms, ine. CRS Editor Steps
The table describes the CRS Editor steps used in this activity
CRS Editor St Description
Recording Use the Recording step to record audio input from the caller and
return i as 3 Document object that can later be uploaded as a
‘spoken name, saved to disk or to a database, or e-mailed
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 stop of
the General palette, which you use to assign any value to a variable,
Get User Use the Get User step to create a variable based upon a given user
ID or agent extension.
Upload Prompt Use the Upload Prompt step to add a user prompt to the Prompt
repository. Uploading a prompt makes it accessible to all the CRS
servers in the cluster and allows it to be backed up with all other
repository data
Job Aids
‘These job aids are available to help you complete the lab activity.
= UCCXD Student Guide
= UCCXD Lab Guide
= UCCXD Student CD
CRS Administration
= CRS Editor
Stare and Compare
Your instructor has uploaded completed answer scripts for each lab exercise into the seript
repository as well as the scripts folder on your student CD. The answer scripts may be viewed,
compared, or downloaded using the Application Management Script Management page. Asa
student you may elect to view the answer scripts as an aid to performing your lab.
When you load the answer script into the Seript Editor, use the Window > Tile Vertically to
allow both your new script and the sample script to appear side-by-side for comparison. Place
‘your working file closest to the Editor Pallet pane so you can easily move steps into the script.
Unified CCX v4.0(5): The answer script for this lab is X405_09_Record10Prompts.aef
"Unified CCX v5.0(1): The answer seript for this lab is X501_09_Record|0Prompts.aef
{© 2007 Cisco Systems, Ine Lab Gude 111 Task 1: Prepare Your Application
To record prompts using a Cisco Script Application, you must prepare the application.
Acti
ity Procedure: Download, Rename and Upload Script
Complete these steps:
To get, modify, rename and upload a sample script, complete these steps:
Step 1
Step 2
Step 3
Step 4
stop 5
step 6
‘step7
From CRS Application Administration s
Management.
ect Applications > Script
For the script X408_09_Record10Prompts.aet /
X501_09_Record10Prompts.aef, click the left icon and Save to your
Calstudent=xx> folder.
Rename the downloaded file to be Record.aef. This is the script to be used.
for this exercise.
From the CRS Application Administration select Applications > Script
Management > Upload New Scripts. The Upload page appears.
Browse to your file (c:\student=xx>\Recordaef) and select the file to be
uploaded.
Click Upload to upload the script to the repository.
Refresh the script and refresh the application when prompted,
112 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine Activity Procedure: Assign the New Script to Your Application
You must now configure your application to use the seript you just uploaded
Stop1 From the CRS Administration select Applic
The Application Configuration web page appears.
s > Application Management.
Step 2 Click on your application hyperlink. ‘The Cisco Script Application page appears,
Step3 Use the Script pull-down menu to select your new seript (Record.aef). The
page will refresh and display the variable parameters for the new script
Step4 Check the parameter box for promptDir.
Step5 Modify the value of the prompt directory to change from the instructor2\ folder to
your new student\ folder, Be sure to leave the final “\". The new folder
Student\ will be created during run time. The prompts you are about to record.
will be found in this folder on the CRS server.
Step6 Check the parameter box for eemUserID.
Step7 Modify the value to be “student", Be sure to use the quotes for this string
variable, The CCM User name is required by the Upload Prompts step.
Step 8 Check the parameter box for eemUserPwd.
‘Step9 Modify the value to be “student”, Be sure to use the quotes for this string
variable,
Step 10 Check the parameter box for writePrompsDir.
Step 14 Modify the value to replace instructor2 with your student ID (student). This
will create a folder on the CRS Server file system. The script will write files to
this location so they can be uploaded later. Another idea might suggest this,
location could be a mapped directory to your PC or another server.
Step 12 Click Update. You are now ready to test the script logic and evaluate the sample
seript
Task 2: Record Some Prompts.
Use the new script to record prompts with a suffix 0-9.
Activity Procedure
Complete these steps:
Step1 Start a reactive debug session for your script
Step 2 Call the application and follow the spoken instructions to record several prompts
Step3 Return to the CRS Prompt Management page. The prompts should be visible in
your new folder. Locate and listen to your new prompts. The files should have a
name of “promptName0.wav - promptName9 wav".
Step 4 Debug the script and observe how the file names are created.
This is the end of this lab. You should be able to use this script back home to record scratch
prompts for your development work.
(© 2007 Cisco Systems, Ine LabGude 113, Lab 11-1: Provisioning Unified CCX
‘Complete this lab activity to practice what you learned in the previous, related lesson.
Activity Objective
In this activity, you provision a Unified CCX and you will send a call to an agent desktop using
the ied.acf seript provided by Cisco. After completing this activity, you will be able to meet
these objectives
= Assign Unified CCX Extensions to Agents
= Create (observe) a new Unified CM rmjtapi user
m= Associate the new user with Unified CCX Extensions
= Create Resource Groups
= Create Skills
‘Assign Resource Groups and Skills to Agents
Create Contact Service Queues (CSQs)
Configure Remote Monitoring
Configure Agent-based Routing
Required Resources
These are the resoures
and equipment that are required to complete this activity
= Operational Unified Communications Manager (CM), v5.1, of v6.0
Unified Contact Center Express (CCX), v4.0(5), v4.1, oF v5.0
Student PC with MS Windows XP, SP2
Cisco IP Phone, 7940 or better
Network connectivity between the Unified CCX system and the PC Workstation
IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
Job Aids
These job aids are available to help you complete the lab activity,
= UCCXD Student Guide
= UCCXD Lab Guide
CRS Administration
CRS Editor
114 Deploying Cisco Untied Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, Inc. Task 1: Assign ICD/IPCC Extensions to Agents
To use any version of Cisco Unified CCX, you must first assign extensions for the users who
will be agents in your Cisco Unified CCX subsystem.
About Your Lab Phone and Agent Phone Configuration
You will require two IP Phones to conduct the following labs.
= The “Lab Phone” will be used to dial and talk to your applications. The lab phone is
recommended to be a Cisco 7960 or better IP Phone. Your lab phone has four directory
numbers: 21,22, 23, and 24.
= The “Agent Phone” will be used to accept Unified CCX ealls directed to an agent
(student). The Agent Phone may be either another Cisco 7960 or better IP Phone, or
itmay be an IP Communicator. Your agent phone requires two directory numbers: The
primary extension was assigned by Auto Registration, ‘The second directory number will
become your agent extension,
Activity Procedure: Add the Second Directory Number on Your Agent Phone
Note If your agent phone already has two directory numbers, skip this procedure.
The agent phones have been assigned one directory number from the Auto Registration pool on
the Unified CM. To add the second directory number, follow these steps
Step 1 Access the Unified CM Administration at https:///eemadmin.
Step2 Log in with the Unified CM credentials on your Student Grid
Step 3 From the Unified CM Administration page, select Device > Phone. The Find and
List Phones page appears.
Step 4 Find Phones where Directory Number is exactly the directory number on you
agent phone. The Matching Records page appears with your phone listed.
Step 5 Click on your agent phone. The Phone Configuration page appears.
Step 6 —_In the left panel, click on the Add a new DN hyperlink. The Directory Number
Configuration page appears.
Step7 For the Directory Number, enter 32 (where XX is your student ID),
Step Accept all ofthe defaults and Click Add. This directory number will be your
Unified CCX
(© 2007 Cisco Systems, Ine LabGude 115, Activity Procedure: For Unified CM 4.X, Assign Agent Extensions
To configure users to become Cisco Unified CCX agents, complete the following steps.
Stop1 If Unified CM Administration is not open, from your web browser, enter the
following URL: https:///eemAdmin,
Step2 Enter Unified CM login name and password at the prompt, and then click Log On
The Cisco Unified CM Administration web page appears.
‘Step3_ From the Cisco Unified CM Administration menu bar, choose User > Global
Directory. The User Information for Basic Search web page appears
‘Step4 Enter your student ID (studentxx) and click Search, Your User Information web
page appears.
Step5 Click on your user name. The User Configuration page for this user appears
Step6 — Make sure that the Enable CTI Applications Use box is checked.
‘Step7 On the left navigation bar, click the Device Association hyperlink. The Device
Association area web page appears. Note the telephone device(s) associated with
your user ID also appears.
= If the phone is to be your lab phone, check the No ICD Extension button
‘= If the phone is to be your agent phone, uncheck the No ICD Extension button by
selecting the last line on the phone to be your agent directory number.
Step 8 Find your second phone (or IP Communicator) and associate it with this user.
= If the phone is to be your lab phone, check the No ICD Extension button
= If the phone is to be your agent phone, uncheck the No ICD Extension button by
selecting the last line on the phone to be your agent directory number.
Stop9 Update Selected to apply the changes. The specific User Information page for
this user appears and the update was successfl
Activity Verification
You have completed this task when you attain these results
= The specific User Information page for this user appears and the update was successful
“16 Deploying Cisco Unie Contact Center Express (UCOXD) v2.0 ‘© 2007 Cisco Systems, Ine Activity Procedure: For Unified CM 6.X, Assign Agent Extensions
To configure users to become Cisco Unified CCX agents, complete the following steps.
Step 1 If Unified CM Administration is not open, from your web browser, enter the
following URL: https:///eemadmin,
‘Step Enter Unified CM login name and password at the prompt, and then click Log On.
The Cisco Unified CM Administration web page appears.
Step 3 From the Cisco Unified CM Administration menu bar, choose User Management
> End User. The User Information for Basic Search web page appears
Step 4 Find User where User ID is exactly your student ID (studentxx) and click Find.
Step Click on your user name, The User Configuration page for your user appears.
Step 6 Scroll down to the Device Association area of this page
Step7 If your Agent Phone is not associated with your user, click Device Associ
and locate your agent phone.
Step8 Check the box for the phone and click Save Selected/Changes to associate the
phone with your user
Step9 To go back to the user page, in the Related Links area (upper right comer) select
Back to User and click Go.
Step 10
Step 11. Forthe agent phone, select the Primary Extension (first DN) and the IPCC
Extension (second DN).
roll down to the Directory Number Associations area,
Stop 12 Make sure that the Allow Control of Device from CTI box is checked.
Step 13 Click Save to apply the changes. The End User Configuration page for this user
re-appears and the update was successful
Activity Verification
You have completed this task when you attain these results:
= The End User Configuration page for your user appears and the update was,
successfl
{© 2007 Gisco Systems, In, Lab Gude 117 Task 2: Create Unified CM User RMJTAPI or RMCM — Done!
‘The next step is to provision the rmitapi provider or RMCM provider using CRS
Administration. The Resource Manager (RM) of the Cisco Unified CCX system is a
component of the Unified CCX subsystem. It uses a Cisco Unified CM JTAPI user (called a
STAPI provider) to monitor agent phones, control agent states, and route and queue calls,
‘When you use Cisco CRS to configure a RM JTAPI Provider, CRS automatically adds the
information in Unified CM.
‘Your instructor has already completed this task which was to create a new Unified CM JTAPI
user named rmjtapi.
= The user was created in CRS Administration
= The association to your Unified CCX (ICD) Extension must be done by you in the next task
using Unified CM Administration.
Activity Procedure: For Unified CM 4.X, Observe Only!!!
Observe these steps to create the new rmjtapi user on the Unified CM from the CRS
Administration pages:
Step 1 From the CRS Administration menu bar, choose Subsystems > RmCm. The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
web page.
Stop 2 Use this web page to observe the following:
Page Area Property Value
RmOm JTAPI Provider RmiGm JTAPI Provider) Unified CM
Configuration. The Unified CM Configuration page appears,
Step 2 In the RmCm Subsystem page area, observe the following:
Page Area Property Value
RmGm Subsystem | Selected CTI Managers
User rmitapi
Password mia _
Confirm Password mai
fied CCX (ICD)
Task 3: Associate the New User with Your Uni
Extension
This association takes place on the user Unitied CM user screen. This association will allow
the user rmjtapi to control the Unified CCX (ICD) extensions,
ity Procedure: For Unified CM 4.X, Associate Users to rmjtapi
Complete these steps’
Step1 From the Cisco Unified CM Administration menu bar, choose User > Global
Directory. The User Information for Basic Search web page appears
Step 2 Enter the user rmjtapi user name and click Search. The User Information web
Page appears.
Step3—_ Click on the rmjtapi user name. ‘The User Configuration page for this
appears.
Step 4 Make sure that the Enable CTI Applications box is checked,
Step5 On the User Information navigation bar, click the Device Association hyperlink
‘The Device Association web page appears.
Step6 Using the Available Device List Filters, find the device where the directory
number is exactly equal to last extension number on your IP Phone and click
Select Devices.
Step7 _In the Available Devices column, cheek the box for your device,
Step8 Check the No Primary Extension button. If'you don’t do this, it will remove
other lab partners’ extensions from this association. ‘That will annoy them.
Step9 Click Update Selected. The User Configuration page will return. The Unified
CCX extension on your telephone device has now been associated with user
rmjtapi. The rmjtapi user ean now manage the contact center functions for your
ICD line.
{© 2007 Cisco Systems, ine. LabGuge 119, Activity Verification
‘You have completed this task when you attain these results:
"Check the Device Association for user rmitapi to see if your IPCC extension is included in
the associations list.
Activity Procedure: For Unified CM 6.X, Associate Users to rmjtapi
‘This procedure applies only to the Unified CM (Windows version) and does not apply to the
CME version.
Step1 From the Cisco Unified CM Administration menu bar, choose User
Management > Application User. The Find and List Application Users page
appears
Step2 Find the Application User where the User ID begins with rmitapi. The Application
User page appears.
Stop3 Click on the rmjtapi user name, ‘The Application User Configuration page for this
user appears,
Step4 —_In the Device Information area, move your Available Device (Your phone) to the
Controlled Devices area using the arrows
Step 5 Click Save. The Application User Configuration page will return.
The Unified CCX extension on your telephone device has now been associated with user
mmjtapi. The rmjtapi user can now manage the contact center functions for your ICD line. This
activity will permit you to log into your agent desktop in a later task.
Task 4: Create Resource Groups
Resource groups are collections of agents that your CSQ uses to handle incoming Cisco
Unified CCX calls. To use resource group-based CSQs, you must specify a resource group.
About Wizards in Unified CCX 5.0
Unified CCX v5.0 offers an RmCm Wizard to complete the sequence of configuration steps.
‘The Wizards take you through the steps to add skills, manage resources, add Contact Service
‘Queues, add Teams, and create applications. For this exercise, we will move through the
manual configuration process.
Activity Procedure: Create Resource Groups
Complete these steps to add a new Resource Group:
Step1 From the CRS Administration menu bar, choose Subsystems > RmCm, The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
area,
Stop2 On the Unified CCX Configuration navigation bar, click the Resouree Groups
hyperlink. The Resource Groups summary web page opens.
Step3 Click the Add a New Resource Group hyperlink. The Resource Group
Configuration area opens.
120 Deploying Gisco Uniiad Contact Center Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, Inc Step 4
Step 5
Task 5: Create S
In the Resource Group Name field, enter the resource group name as
Medies (XXStudent Number),
Click Add. The Resource Groups summary page opens, displaying the new
resource group name in the Resource Group Name column.
Is
Skills are customer-definable attributes which are assigned to agents. The Unified CCX
Enhanced and Premium packages can route incoming calls to qualified agents who have the
necessary skills and the minimum competence level to qualify for selection by the CSQ. This
task er
Activity Procedure
a list of skills to be assigned.
To add your very own skill, complete these steps:
Step 1
Step 2
Step 3
Step 4
Step 5
Activity Verification
From the CRS Administration menu bar, choose Subsystems > RmCm, The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
or RmCm Provider area,
On the Unified CCX Configuration navigation bar, click the Skills hyperlink. The
Skills summary web page opens.
Click the Add a New Skill hyperlink. The Skill Configuration web page opens.
In the Skill Name field, enter the relevant skill Hangnails (XX=Student
Number),
Click Add. The Unified CCX Configuration Skills summary web page opens.
showing the skill in the Skill Name column and the total number of skills that exist
in the system,
You have completed this task when you attain these results:
= Your new skill (HangnnailsXX) should appear on the Skills List
{© 2007 Cisco Systems. Ine
LabGude 121 Task 6: Assign Resource Groups and Skills to Agents
Agents that handle calls are also called resources. After you ereate a resource group, you can
assign agents (resources) to that group. An agent can only be assigned to one resource group.
If you have either Unified CCX Enhanced or Premium packages, you can add skills to agents
once the skills have been created. You can also select the competence level of the agent(s) in
assigned skills. Competence level indicates the agent’s level of expertise in that skill (1
indicating beginner and 10 indicating exper)
‘You can assign resource groups and skills to agents either individually or in bulk. The bulk
option enables you to assign skills and resources groups to many agents at the same time. You
can assign up to 50 skills to agents.
Activity Procedure
To assign a resource group and skills to an individual agen
complete the following steps:
Step1 From the CRS Administration menu bar, choose Subsystems > RmCm, The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
area,
Step2 On the Unified CCX Configuration navigation bar, click the Resources hyperlink.
‘The Resources summary web page opens. These agents appear because you
assigned ICD extensions or IPCC Extensions to your user. Magic, eh?
Step3 Click the name of the agent (student) in the Resource Name column, The
Unified CCX Configuration - Resource Configuration area web page opens.
Step4 Make the following modifications on this page:
Property Valu
Resource Configuration Resource Group Medics XX>
‘Automatic Available | Enabled
‘Assigned Skils Hangnails(5)
: Team Defauit
122 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, Ine Step For your user, assign some additional skills that your instructor has previously
created, Add only those skills designated for your student ID number.
To abbreviate the skills, we have assigned the following skills
= Family Practice = FP
= Intemal Medicine = IM
= Pediatrics (General Practice) = GP
Obstetrics = OB
Fold Name (Student Number)
Se) Wars) OB)
pained Sis ner, 04 T wana, o5)
paiged Sie (wor 5,06) Tara) FP
pasigned Sie (Stor. 06) Wana) FPA
signed hie Studer 0,10) Sw
“Fesgned Sil (Stent 1,12) wane) )
signs Sle Sten 18.16) wera6) 6
signed Sls Sten 1616) wars) GPa)
Step6 Click Update to apply the changes for your user.
Activity Verification
‘You have completed this task when you attain these results:
= The Resources area of the Unified CCX Configuration summary web page opens, and the
agent is now a member ofa resource group (Medies) and assigned a set of three
skills
(© 2007 Giseo Systems, Inc. Lab Guide 128 Task 7: Create Contact Service Queues
‘The Contact Service Queue (CSQ) controls incoming Cisco Unified CCX calls by determining
where an incoming call should be placed in the queue and to which agent to send the call
During a call (run-time) the specific CSQ is determined within the CRS script as a result of
information collected from the caller or other methods.
Two types of CSQs can be configured
= Resource Groups CSQs: Agents are selected from a specific resource (agent) group,
| Skills Group CSQs: Agents are selected from a pool of agents based on a combination of
assigned skills and competency levels.
Caution A CSQ cannot be configured to be both types. It can be either Resources or Skils but not
both,
CSQs are associated to either a resource group or a set of skills. Agents in the selected resource
group, or having been assigned the selected skills, are therefore in a resource pool and are
qualified to be selected by the CSQ. Agents can be selected by many different CSQs
Activity Procedure: Create a Resource Group CSQ
To create a new Resource Group CSQ, complete the following steps:
Step1 From the CRS Administration menu bar, choose Subsystems > RmCm. The
Unified CCX Configuration web page opens.
Step2 On the navigation bar, click the Contact Service Queues hyperlink. The Contact
Service Queues page opens showing a summary of CSQs configured by your
instructor.
Stop 3 Click the Add a new Contact Service Queue hyperlink, The first Contact Service
Queue Configuration page opens.
Step4 Make the following modifications on this page:
Page Area Property Value
Contact Service Queue Contact Service Queue Name (CSQ_RG=KX>
Configuration
‘Automatic Work Enabled —_
Wrap-up Time Enabled, 55 Seconds
Resource Pool Selection Model __| Resource Group
Service Level 20
~ ‘Service Level Percentage 70
Prompt No Selection =
124 Deploying Cisco Unified Contact Center Express (UCXD) v2.0 (© 2007 Cisco Systems, ine. StepS Click Next. The second Contact Service Queue Configuration page opens for a
Resource Group type CSQ.
‘Step6 —_ If it is not already selected, select the Longest Available option from the Resource
Selection Criteria drop-down menu
Step7 Make the following modifications on this page:
Page Area Property Value
Contact Service Queue ‘Resource Selection Criteria Longest Available
onfiguration
Resource Group Medios
Step 9
Activity Verification
Click Show Resources. To observe the agents qualified to be in this selection
pool. Your agent should appear. If not assure that your agent has been assigned to
this resource group. Great!
Click Add. The Contact Service Queues list appears with your new CSQ.
‘You have completed this task when you attain these results:
= Your new CSQ should appear on the CSQ list.
Activity Procedure:
Create a Skills Group CSQ
To create a new Skills Group CSQ, complete the following steps:
Step1 From the CRS Administration menu bar, choose Subsystems > RmCm. The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
Step2 On the Unified CCX Configuration navigation bar, click the Contact Service
Queues hyperlink, The Contact Service Queues summary web page opens.
Stop3 Click the Add a new Contact Service Queue hyperlink. ‘The first Contact Service
Queue Configuration page opens.
Step4 Make the following modifications on this page:
Page Area Property Value
Contact Service Queue Contact Service Queve Name (CSQ_SG
Configuration
‘Automatic Work Enabled
Wrap-up Time Enabled, 20 Seconds
Resource Pool Selection Model__| Resource Skils
| Service Level 20
Service Level Percentage 90
Prompt = No Selection =
{© 2007 Cisco Systems, Ine.
Lab Guide 125 Step5 Click Next. The second Contact Service Queue Configuration page opens.
Step6 Make the following modifications on this page:
Page Area Property Value
Contact Service Queue Resource Selection Criteria Longest Available
Configuration
Skills Required Skils Haangnails (5), Warts (7)
Step7 Click Show Resourees. To observe the agents qualified to be in this selection
pool. Your agent should appear. If not assure that your agent has been assigned to
these skills and competencies.
Step8 Adjust your resource’s (agent’s) competencies so the agent appears on the Show
Resources page.
Step9 Click Caneel to close the Show Resources window.
Step 10 Click Add, The Contact Service Queues list appears with your new CSQ.
Note ‘Sills within the CS@ can be ordered. This means that, when resources are selected, @
comparison is done based on the competency level (highest for ‘most skilled” and lowest for
“least skilled) ofthe fist skillin the lst. If there is @ “tie”, then the next skill within the order is
used, and so on
Activity Verification
You have completed this task when you attain these results:
= Your new Skills Group CSQ should appear on the CSQ list and your agent should appear
when Show Resources is clicked.
Task 8: Configure Remote Monitoring
This topic will be addressed in a later lesson and lab, “Supervisor Remote Monitoring”.
126
Deploying Cisco Unified Contact Center Express (UCOXD) v2.0, (© 2007 Cisco Systems, Ine Task 9: Configure Agent-based Routing —- Observe Only
Agent based routing provides the ability to send a call to a specific agent, rather than any agent
available in a CSQ. Use the Agent Based Routing Settings web page to configure system-wide
parameters to be used in an agent-based routing application.
Activity Procedure
To observe Agent-based Routing system-wide parameters, complete these steps:
Stop 1
Step 2
Step 3
Step 4
Stop 5
From the CRS Administration menu bar, choose Sub:
Unified CCX Configuration web page opens.
On the Unified CCX Configuration navigation bar, click the Agent Based
Routing Settings hyperlink. The Agent Based Routing area opens.
Observe the settings for Automatic Work, a system-wide parameter that
determines whether agents involved in agent-based routing automatically move to
the Work state after a call
= Enabled: Causes agents to go into Work state automatically when a call ends.
= Disabled (default): Causes agents to enter Ready ot Not Ready state when a
call ends, depending on the Automatic Available setting for the agent
Observe the settings for Wrap-up Time, a system-wide parameter that determines
how long the agent can stay in the Work state if Automatic Work is enabled for the
cs
= Enabled button with seconds field: Controls how long the agent can stay in
the Work state if Automatic work is enabled for the CSQ. When the timer
expires, the agent is placed into whatever state specified by the agent's
(resource’s) Automatic Available setting
Disabled: This setting sets no limit of how long the agent can stay in the Work
state if Automatic Work for the CSQ is enabled. ‘The agent must manually make
their agent desktop “ready”.
Click Caneel to leave the settings unchanged.
{© 2007 isco Systems. In.
LabGuiee 127 Task 10: Create Teams, Make Assignments
A team is a group of agents who report to the same supervisor. When an agent is assigned to a
team, it means that the team’s supervisor can barge-in and/or intercept any call being handled
by the agent.
ity Procedure: For CCX 4.0, Add Your Agent to the Supervisor Group
‘When you promote your agent to the supervisor group, the supervisor is then authorized to start
and log into the Cisco Supervisor Desktop (CSD). To add your agent to the supervisor group,
complete these steps
Step From the CRS Administration menu bar, choose Tools > User Management. The
User Management page opens
Step2 Observe that your instructor has assigned you Administrator status. The
Administrator status allows you to log onto the CRS Administration pages.
Step3 Select your agent.
Stop4 Check the Supervisor box
StepS Click Update. Your agent should now show in the Supervisor list.
Activity Procedu
Capabilities
: For CCX 5.0, Assign Your User Agent and Supervisor
When you promote your agent to the supervisor group, the supervisor is then authorized to start
and log into the Cisco Supervisor Desktop (CSD). To add your agent to the supervisor group,
complete these steps:
Step 1 From the CRS Administration menu bar, choose Tools > User Management. The
User Management page opens.
Step2 Observe that your instructor has assigned you Administrator capability. The
Administrator status allows you to log onto the CRS Administration pages, thus
the reason you are here!
Step3 Click your user ID.
Step4 Assign the Agent and Supervisor capabilities to your Selected Capabilities. We
will assign the Reporting capability in a later lab,
Step 5 Click Update. Your agent should now show Administrator, Ag
capabilities
and Supervisor
128 Deploying Cisco Unified Contact Cantar Express (UCCXD) v2.0 {© 2007 Cisco Systems, in. Activity Procedure: Observe the Pre-configured Teams
To observe the teams your instructor has pre-configured, complete these steps:
Stop From the CRS Administration menu bar, choose Subsystems > RmCm. The
Unified CCX Configuration web page opens, displaying the RM JTAPI Provider
Step2 On the Unified CCX Configuration navigation bar, click the Teams hyperlink.
‘The Teams summary web page opens.
Step3 Observe the four pre-configured teams named Agents 1-4, Agents 5-8, Agents 9-
12, and Agents 13-16.
Step4 Click one of the teams. ‘The Team Configuration page appears.
Activity Procedure: Assign your agent to a Team
Now is the time to assign your agent and supervisor to a team, complete the following steps.
Note The team concepts for supervisor desktop management and reporting only and will not
Impact call processing
Step From the CRS Administration menu bar, choose Subsystems > RmCm. The
Unified CCX Configuration web page opens, displaying the RM ITAPI Provider
Step6 On the Unified CCX Configuration navigation bar, click the Teams hyperlink.
‘The Team Configuration page area opens.
Step7 Click on your team in accordance with the following chart:
Student 10 | Team Name
student ‘Agents 1-4
student [agents 5-8
student
Age! 12
Student
Agents 13-16
‘Step 8 Your instructor has made the instructor the Primary Supervisor. Make your agent
a Secondary Supervisor by moving your supervisor to the left pane.
‘Step9 Assign your agent (resource) to this team by moving your agent to the left pane,
Step 10 Assign your Resource Group CSQ and your Skills Group CSQ to this team
(CSQ_RGXX and CSQ_SG=XX>) by moving your CSQs to the left pane.
Step 11. Click Update. The Teams list will appear with the instructor's user name as a
primary supervisor.
‘The Unified CCX is now configured to test a sample script and your agent and supervisor
desktops. In the next lab, you will install the agent and supervisor desktop clients onto your
PC.
{© 2007 Cisco Systems, Ine Lab Guide 128 Lab 11-2: Install Agent and Supervisor Desktops
Activity Objective
In this activity, you will install and configure the Cisco Agent Desktop (CAD) and the Cisco
Supervisor Desktop (CSD). After completing this activity, you will be able to meet these
objectives:
‘= Install and test the Cisco Agent Desktop (CAD)
© Install and test the Cisco Supervisor Desktop (CSD)
Required Resources
These are the resources and equipment required to complete this activity:
™ Operational Unified Communications Manager (CM), v4.2, v3.1, oF V6.0
"Unified Contact Center Express (CCX), v4.0(5), v4.1, oF V5.0
m= Student PC with MS Windows XP, SP2
® Cisco IP Phone, 7940 or better
= Network connectivity between the Unified CCX system and the PC Workstation
IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
= IP Communicator on Student PC to launch test calls
Is
These job aids are available to help you complete the lab activity,
= UCCXD Student Gi
UCCXD Lab Guide
UCCXD Student CD
CRS Administration
CRS Editor
130 Deploying Cisco Uniid Contact Center Express (UGGXD) v2.0 (© 2007 Cisco Systems, ine Task 1: Install the Agent and Supervisor Desktop
‘The set of tasks wil install the Cisco Agent Desktop and the Cisco Supervisor Desktop on your
PC. This is in preparation for the next labs which will allow you to process Unified CCX calls.
Activity Procedure
To install both the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD),
complete these steps:
Step1 From the CRS Administration menu bar, choose Tools > Plug-ins > Cisco
Unified CCX Desktop Product Suite or Unified CCX The Unified CCX
Desktop Download web page opens, displaying the three options to instal.
‘Step 2 To install both the agent and supervisor desktops, click Cisco Unified CCX
Supervisor Desktop. The Product Suite Download page will appear.
Step3 To start the installation, elick on the Supervisor Desktop link and select Run. ‘The
installation process will start. The process installs the Desktop Base, Agent and
Supervisor. Wait for several steps until the process completes.
‘Step 4 Click Finish when prompted. The CAD and CSD have been installed.
Task 2: Start the Agent Desktop
To test the installation, you will now start the Cisco Agent Desktop and log in,
Activity Procedure
To start the Cisco Agent Desktop, complete these steps:
Step1 Select Start > Programs > Cisco > Desktop > Agent. ‘The Cisco Agent Desktop
will start
Step2 Log in with your student ID and password.
Step3 Enter your Unified CCX exten:
on (last line on your phone).
Step 4 Click OK The Cisco Agent Desktop (CAD) will start minimized on your task bar.
Note If yu fail o login, the association of you phone with mitapi did not succeed.
Step Maximize the CAD so it can be seen,
‘Step6 Resize the window to something you might prefer. The new size will be saved.
when you close the desktop.
Step7 Leave the CAD open while you test the Supervisor Desktop. You will test the
desktop operation in the next lab.
ity Verification
You have completed this task when you attain these results:
= The Cisco Agent Desktop opened and you were able to log in.
(© 2007 Cisco Systems, ne LabGude 131 Task 3: Start the Supervisor Desktop
To test the installation, you will now start the Cisco Supervisor Desktop and log in.
Activity Procedure
To start the Cisco Supervisor Desktop, complete these steps:
Step 1
Step 2
Step 3
‘Step 4
Step 5
Stop 6
step7
Step 8
Activity Verification
Select Start > Programs > Cisco > Desktop > Supervisor. The Cisco Supervisor
Desktop will start.
Log in with your student ID and password, The login and password must be the
Click OK. ‘The Cisco Supervisor Desktop will start.
Resize the Supervisor Desktop for your convenience.
In the Team Pane, select your team, The Navigation Tree pane will now show
Supervisors, Agents and IP Phone Agents.
Expand the Supervisors tree and you should see your supervisor.
Expand the Desktop Agents tree and you should see your agent plus others. This
test is complete,
Close the CSD and CAD, We will test the desktop operation in the next lab.
You have completed this task when you attain these results:
The Cisco Supervisor Desktop opened and you could log in and see your supervisor and
agent,
132 Deploying Cisco Unified Contact Canter Express (UCCXD) v2.0 {© 2007 Cisco Systems, Inc Lab 11-3: Evaluating Sample Script, icd.aef
‘The CRS is provisioned now so we can evaluate a simple sample script. The script ied.acf
‘comes with the licensed Unified CCX installation and provides a good, quick test of the
desktop software
Activity Objective
In this activity, you will use the ied.aef script provided with the Unified CCX installation to test
the deployment of the Unified CCX and the agent desktops. After completing this activity, you
will be able to meet these objectives:
= Test the installed agent and supervisor desktops
= Send a call through the application to your agent desktop
= Evaluate the selection criteria
Required Resources
‘These are the resources and equipment required to complete this activity:
= Operational Unified Communications Manager (CM), v4.2. v5.1, or v6.0
= Unified Contact Center Express (CCX), v4.0(5), v4.1, of v5.0
= Student PC with MS Windows XP, SP2
= Cisco IP Phone, 7940 or better
= Network connectivity between the Unified CCX system and the PC Workstation
IP Phone from which to launch calls
Installed CRS Editor on PC Workstation
IP Communicator on Student PC to launch test calls
‘The IPCC extension of the users phone
‘The ied.aef script provided with the product
Job Aids
‘These job aids are available to help you complete the lab activity.
m= UCCXD Student Guide
@ ~UCCXD Lab Guide
UCCXD Student CD
CRS Administration
RS Editor
(© 2007 Cisco Systems, Ine. LabGuide 133, Task 1: Get, Modify, Rename and Upload a Sample Script
This task will allow you to acquire the script ied.aef, rename the script to iedaef', upload
the seript and use it in your application, This task will allow you to test and evaluate this pre
tested script for this lesson as well as to try out the Cisco Agent Desktop and the Cisco
Supervisor Desktop.
Activity Procedure: Prepare Your Script and Application
‘The sample scripts are loaded onto your PC as a result of the CRS Eaitor installation, Let's
explore. To get, modify, rename and upload the sample script, complete these steps:
‘Step1 On your PC, Open the Windows Browser and browse to C:\Program
Files\wfavvid\Scripts\systemidefault
Stop 2 Locate and copy the script ied.aef to your e:\student folder
Step3 Rename the copied file to be ied.aef. This is the script to be used for this
lesson,
Step4 From the CRS Administration select Applications > Script Management >
Upload New Scripts. The Upload page appears.
Step 5 Browse to your file (c:\student=xx>\ied=xx>aef) and select the file
Step6 Click Upload to upload the script to the repository.
Step7 Refresh the script and refresh the application when prompted.
‘You must now configure your application to use the seript you just uploaded
Step 8 From the CRS Administration select Applications > Application Management.
The Application Configuration web page appears.
Step9 Click on your application hyperlink. The Cisco Script Application web page
appears.
Step 10 Use the Script pull-down menu to select your new seript (ied.aef). The page
will refresh and display the variable parameters for the new script.
Step 11. To cause this application to use your CSQ, check the parameter box for CSQ and
enter, in quotes, CSQ_RG (XX = Student Number),
Step 12 Click Update
Step 13. Click Back to Application List. The Application Configuration page appears.
Step 14 To refresh your application, click the Refresh Applications icon,
You are now ready to test the script logie and evaluate the sample script.
138
Deploying Cisco Unified Contact Center Exprass (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.
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