Ivr script test

Hi, we are designing a set of scripts for a ivr and we want to test the scripts simulating some calls to check the load of the server. How can we simulate the call setup signalling between the callmanager, the ivr and the gateway?
Thanks

Try this link for more information on IVR scripting
http://www.cisco.com/en/US/products/sw/voicesw/ps2192/products_programming_reference_guide_chapter09186a00800de1e5.html

Similar Messages

How to accept alphabets with IP IVR script

Hi All,
I was wondering if it is possible to accept alphabet inputs via IP IVR script on Version 8.0.
If it is possible, pleaes help me with steps on how can this be achieved.
My basic requirement is that
- Caller calls IVR
- Enters first name of the person to whom caller wants to speak, this will be done via touch pad on the phone
- Call gets connected to the person
This is possible in Alcatel systems, but i am not sure about Cisco systems.
Any help would be great.

The compatibility guide lists all of the languages for which there are system prompts:
IVR PromptsArabic, Cantonese (Hong Kong), Chiese (Mandarin), Czech, Danish, Dutch, English (AU, CA, GB, US), Finnsh, French (CA, FR), German, Hebrew (IL), Hunarian, Italian, Japanese, Korean, Malay, Mandarin (Taiwan), Norwgian, Polish, Portuguese (BR), Russian, Spanish (CO, ES, MX, US), Swedish, Thai, Turkish
Source:
https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
I see that Polish support is there; however, what I don't see is the country specific support for it, as we see for example Spanish supports: Columbia.
With that said, I tried to just enter into the Trigger: pl instead of pl_PL and it still played English for me.
I'm trying to get my hands on a folder listing of the Prompts/system/ folder to see what the language folder is called.
EDIT:
I found the Prompts folder on the ISO image of UCCX 9.0, and the polish language folder is certainly: pl_PL.
Prompts\system\G711_ULAW\pl_PL\User Dialog\name_dial.wav
Not too mention the file does play in Polish as near as I can tell. I have attached it here. This looks like a defect. You will need to open a TAC case, which you should be able to do right from this post. Just look in the upper right corner for a link/button to open a support case.
Post back the resolution for everyone else my friend. Thanks for bringing this up.
Anthony Holloway
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IVR script in UCCX7

I have to write an ivr script first time in UCCX for an inbound campaign, can some body guide me on it.

Hello,
I strongly recommends to read the below book , it's great for the first step , if you have a question please feel free to ask.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf
Amer

Ipcc 3.5 priority call from different IVR script

Hello
i have ipcc 3.5 where i have configured different cti route point and different IVR script but agents is same all calls from both IVR comes to the same agents
i need gave priority to the one of CTI route point number call
Please Help How can i do this priority
Thank you

You need to add a Set Priority step in the script to increase the contact's priority.
Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference
http://cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html

ICM and ivr scripting

Hi,
Please help me to design IVR 7.x and ICM 7.x scripting. On the basis of CED enter by caller ICM need to play different ivr prompt and menu option
for the caller. IVR is providing all prompting and caller interaction anc icm is doing call routing in the basis of CED.
Please suggest me, do we need to create different ivr script for each menu option and icm will run that ivr script with help of pallete "run vru script" on the basis of CED passed by ivr.
Can we create a single ivr script for all the option but how icm will forward the call on that particular place of ivr script on the basis of CED.
Please provide me if any sample icm and ivr script is available.
Regards,
DJ

Call comes into a route point in Call Manager - it requests a route. Dialed number - call type - scheduled script.
Now your script checks the IVR PG to see if it's on-line (you probably have two IVR PGs, so this can deal with one of them being down). If on-line, translation route the call to the IVR PG.
Now the call can run the IVR application/script through "Run External Script" and call data is passed through the trans route. You can treat it, and queue it - should an agent become available and your IVR script is interruptible, the agent can get the call.
It will do an implicit trans route back - the call is known on both peripherals and will be tied together. Data from the IVR will come back.
As David says, prompt in the IVR for the menu selection (say it's 1 for Sales, 2 for Service). In your script check the CED and branch accordingly - queue to the appropriate SG and loop, playing music in queue until an agent becomes available,
Regards,
Geoff

IVR Script for Voice Gateway !

Hi All
The following is my script for IVR. However, when User press "0" to operator, the system must wait for 7-10 seconds to forward "0" digit to CallManager.
How can I make Script forward immediately "0" digit to CallManager ?
==============================================================
proc act_Setup { } {
global flag
global param
set param(interruptPrompt) true
set param(enableReporting) true
set param(terminationKey) #
set param(interDigitTimeout) 1
set flag 1
leg proceeding leg_incoming
set dest [infotag get leg_dnis]
leg connect leg_incoming
set pattern(account) .+
leg collectdigits leg_incoming param pattern
media play leg_incoming flash:IVR.au
proc act_process_dtmf { } {
global flag
global param
set dtmf_pressed [infotag get evt_digit]
puts "Processing DTMF: $dtmf_pressed"
if {$flag == "0"} { return }
if { $dtmf_pressed == "0" } {
set flag 0
set dest "2000"
fsm setstate PLACECALL
puts "dest = $dest"
leg setup $dest callInfo leg_incoming
proc act_PromptCollect_acct1 { } {
global param
set status [infotag get evt_status]
puts "act_PromptCollect_acct1, status=$status"
if {$dest == "0"} {set dest "2000"}
puts "make call ... to Operator = $dest"
leg setup $dest callInfo leg_incoming
call close
proc act_CallSetupDone { } {
set status [infotag get evt_status]
puts "act_CallSetupDone, status=$status"
if { $status == "ls_000" } {
puts "Setup successful, start timer..."
} else {
puts "Setup unsuccessful"
call close
proc act_Cleanup { } {
puts "call close"
call close
set fsm(CALL_INIT,ev_setup_indication) "act_Setup GETDEST"
set fsm(GETDEST,ev_digit_end) "act_process_dtmf same_state"
set fsm(GETDEST,ev_collectdigits_done) "act_PromptCollect_acct1 PLACECALL"
set fsm(PLACECALL,ev_setup_done) "act_CallSetupDone CALLACTIVE"
set fsm(CALLACTIVE,ev_disconnected) "act_Cleanup CALLDISCONNECT"
set fsm(CALLDISCONNECT,ev_any_event) "act_Cleanup same_state"
fsm define fsm CALL_INIT
=================================================

try run this, with configuration:
service test flash:test_help.tcl
param debug 1
set myname "Help_TEST"
proc msgSend {str} {
global myname
global debug
if {$debug == 1} { puts "$myname $str" }
proc act_Setup { } {
global flag
global debug
global myname
set debug [string trim [infotag get cfg_avpair debug]]
msgSend "act_Setup"
set flag 1
leg setupack leg_incoming
leg proceeding leg_incoming
leg connect leg_incoming
media play leg_incoming flash:IVR.au
set param(enableReporting) true
set param(interDigitTimeout) 10
set param(dialPlan) true
set pattern ".+"
leg collectdigits leg_incoming param pattern
proc act_process_dtmf { } {
global flag
msgSend "act_process_dtmf"
set dtmf_pressed [infotag get evt_digit]
msgSend "Processing DTMF: $dtmf_pressed"
if {$flag == "0"} { return }
if { $dtmf_pressed == "0" } {
set flag 0
set dest "2000"
msgSend "dest = $dest"
leg setup $dest callInfo leg_incoming
fsm setstate PLACECALL
proc act_PromptCollect_acct { } {
global param
msgSend "act_PromptCollect_acct"
set status [infotag get evt_status]
set dest [infotag get evt_dcdigits]
msgSend "Status=$status"
if {$dest == "0"} {set dest "2000"}
msgSend "make call ... to Operator = $dest"
set callInfo(alertTime) 60
leg setup $dest callInfo leg_incoming
#call close ???
proc act_CallSetupDone { } {
msgSend "act_CallSetupDone"
set status [infotag get evt_status]
msgSend "act_CallSetupDone, status=$status"
if { $status == "ls_000" } {
msgSend "Setup successful, start timer..."
} else {
msgSend "Setup unsuccessful"
call close
proc act_Cleanup { } {
msgSend "act_Cleanup"
call close
proc act_Ignore { } {
set ev [infotag get evt_event]
msgSend "is ignoring event $ev"
set fsm(any_state,ev_disconnected) "act_Cleanup same_state"
set fsm(CALL_INIT,ev_setup_indication) "act_Setup GETDEST"
set fsm(GETDEST,ev_digit_end) "act_process_dtmf same_state"
set fsm(GETDEST,ev_collectdigits_done) "act_PromptCollect_acct PLACECALL"
set fsm(PLACECALL,ev_setup_done) "act_CallSetupDone CALLACTIVE"
set fsm(CALLACTIVE,ev_disconnected) "act_Cleanup CALLDISCONNECT"
set fsm(CALLDISCONNECT,ev_any_event) "act_Cleanup same_state"
set fsm(any_state,ev_any_event) "act_Ignore same_state"
fsm define fsm CALL_INIT

How to log when a menu option is selected in an IVR Script

Our business would like to track how many customers select a specific option in the menu of a CCX script. For example: Customer calls in to the IVR and selects option 2 for a password reset within the menu. My question is how to configure this within the script?
We are running UCCX 8.0.
Any help would be appreciated, thank you.

The other thing we sometimes will do is to actually create a queue with no agents in it. Queue the call and then dequeue the call, and you will be able to run reports on that queue to see how many calls went into it. It's a workaround, but is sometimes easier for customers in smaller environments especially.
John Irey
Tympani Inc.

Debugging IP IVR script

I have a script that we use to automate activating gift cards. The caller calls in presses 1 to activate the gift card, collects the digits, makes a SOAP call out to activate the card, a balance is returned and the call ends. This process works for our test gift card but does not work for any other gift cards. My initial thought was that the card umber was hard coded, but its not.
I do not get a response at all when trying to activate a newer gift card. My test gift card starts with 6074 and the new ones start with 6097. The soapResonseString stays "null"
My developer would like me to debug the service call and see what the full http response is, but I do not know how to o this.

Hi,
actually, the author of the above code block is me and I believe returning null when an exception happens is better than returning the error message (the return value of e.getMessage()). the printStackTrace method gives you all the details, not just the top line.
It's very important to notice that printStackTrace sends the error message including the stack trace to stderr, which is in case of UCCX directed to MIVR/stdout.log (I guess via log4j). In Plain English, the only file you need to watch here is MIVR/stdout.log for the messages printed by printStackTrace().
Let me demonstrate:
I simply created a new script with one Do step, containing the following code block:
try {
throw new RuntimeException("Boooo!");
} catch (Exception e) {
e.printStackTrace();
This basically throws and catches an exception.
I also ssh'd to the UCCX and issued the following command:
file tail activelog uccx/log/MIVR/stdout.log
I don't even need to call in, debugging the script from the CCX Editor is sufficient.
Now, what I can see is a bit chatty but I can see all the details:
Nov 12 11:57:01.597 CET: *** keepalive is called...
java.lang.RuntimeException: Boooo!
        at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
        at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:39)
        at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(DelegatingConstructorAccessorImpl.java:27)
        at java.lang.reflect.Constructor.newInstance(Constructor.java:513)
        at com.cisco.expression.impl.ConstructorImpl.evaluate(ConstructorImpl.java:714)
        at com.cisco.expression.Expression.valueOf(Expression.java:275)
        at com.cisco.expression.impl.Throw.evaluateStatement(Throw.java:263)
        at com.cisco.expression.impl.Try.evaluateStatement(Try.java:494)
        at com.cisco.expression.impl.StatementImpl.evaluate(StatementImpl.java:170)
        at com.cisco.expression.Expression.valueOf(Expression.java:275)
        at com.cisco.expression.Expression.evaluate(Expression.java:1859)
        at com.cisco.wfframework.steps.core.StepDo.execute(StepDo.java:75)
        at com.cisco.wfframework.obj.WFBeanStep.executeImpl(WFBeanStep.java:141)
        at com.cisco.wfframework.obj.WFStep.execute(WFStep.java:174)
        at com.cisco.wfframework.obj.WFWorkflowTask.executeStep(WFWorkflowTask.java:494)
        at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.executeStep(WFEngineWorkflowTask.java:122)
        at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.executeStep(WFWorkflowAppDebugTaskWrapper.java:416)
        at com.cisco.wfframework.engine.core.WFEngineWorkflowDebugTask.step(WFEngineWorkflowDebugTask.java:125)
        at com.cisco.wfframework.engine.rmi.RemoteWorkflowTaskImpl.stepAndReturnConnection(RemoteWorkflowTaskImpl.java:121)
        at com.cisco.app.impl.ApplicationManagerImpl$2$2.stepAndReturnConnection(ApplicationManagerImpl.java:833)
        at sun.reflect.GeneratedMethodAccessor219.invoke(Unknown Source)
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
        at java.lang.reflect.Method.invoke(Method.java:597)
        at sun.rmi.server.UnicastServerRef.dispatch(UnicastServerRef.java:305)
        at sun.rmi.transport.Transport$1.run(Transport.java:159)
        at java.security.AccessController.doPrivileged(Native Method)
        at sun.rmi.transport.Transport.serviceCall(Transport.java:155)
        at sun.rmi.transport.tcp.TCPTransport.handleMessages(TCPTransport.java:535)
        at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run0(TCPTransport.java:790)
        at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run(TCPTransport.java:649)
        at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:886)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:908)
        at java.lang.Thread.run(Thread.java:619)
I see the type (class) of the Exception - RuntimeException (the exception I threw).
I see that very professional message (Boooo!)
I see that the exception happened within a Do step (c.c.wfframework.steps.core.StepDo.execute) evaluating the value of an expression.
Okay, now let's take a look what e.getMessage() gives me. I changed the code block to this:
{ try { throw new RuntimeException("Boooo!"); } catch (Exception e) { s = e.getMessage(); } }
s being a simple String variable, of course.
Now when debugging the script, the value of s became "Boooo!". That's it. I don't know anything about the exception itself. I can see only the error message the programmer decided to give to me. Which is, between us, not helpful at all.
G.

Test workbench: test plan, test package, test case, test script, test tools

i want to understand SAP terminology regardsing 'test workbench' terminology - its functions and its sequence.
we creat test plan first , than test pacakge than assign it to tester.
can u give sequence of this tcode and its function if u can provide documentaion too,
tcodes:
STWB_TC
STWB_1
STWB_2
SCAT
AND SECATT
STWB_WORK
i mwan what are the first step to last step regarding Testworkbench.
thanks,
regards.

Hi ,
STWB_TC - Test Case
STWB_1 - Test Catalogue
STWB_2 - Test Organizer
SCAT - Test the object ( CATT) includes recordings ,parameters
AND SECATT - Extended CATT
STWB_WORK - This is a like a worlist to monitor test cases and CATT N ECATT
Now Test Catalogue includes Test cases and test cases includes CATT which has test scripts which is organized in Test organizer .
and to monitor this you use STWB_WORK.
Please reward if useful.

IVR Scripting help

Dear All,
I have configured the IP IVR 4.5 with default Script (aa.aef) & working fine. But I want to edit or make a new script as following requirement:
In default, it says that, press 1 for desired extension, 2 for name & 0 for operator.
How can I make it 'If you know your desired extension please dial now or press 0 for the operator assistance.? I need not 1 for extensio & 2 for name & also want to remove # after dialing extension?
Could anyone help me how to make the script like these?

In simplicity its tough to get around that. There is a way I had hard time.
you can use 0 for operator any time. need # to confirm your input or you can have time out and only take what they input intime and you may get rid of #.
Good luck.
Baseer.

Agent Script Testing

My marketing department has come up with a real challenge for me and I'm hoping someone here can help me figure out a way to do this. Currently we populate the browser in CAD with scripts for the agents based on the toll free number that was dialed by the customer. This is done through actions in Cisco Desktop Administrator where the action looks for the DNIS and pushes a web page to the CAD browser. Now, marketing would like to test two versions of the same script on the same toll free number. Ideally, they would like every other call to get different version of the script. For example: Call 1, script 1, call 2 script 2, call 3, script 1, call 4, script 2...you get the idea. Does anyone have any ideas on how to accomplish this? I have heard it done in other call centers by doing it based on odd/even minutes...like 10:00, script 1, 10:01, script 2. This would also be acceptable. Any help or ideas would be greatly appreciated.
-Tony

If you want to do it based on the time, being odd or even you can determine that like this:
if(T[now].getMinutes() % 2 == 0)
     True:
          /* do something for even */
     False:
          /* do something for odd */
Additionally, say you just want to pass "Script1" or "Script2" based on even/odd
Set scriptName = "Script" + ((T[now].getMinutes() % 2) + 1)
Basically this works by getting the modulus of the minutes/2. Even numbers have a 0 return value, odds have a 1.

Scripting Test With Library On Other Computer

I'm doing some testing on another script I wrote to do some cleanup on my library. I took the two library files (iTunes Library.itl and iTunes Music Library.xml) and copied them to another machine with a clean install of the same version (7.5.0.20) of iTunes. When I bring up iTunes, after a few minutes, all the songs end up with an exclamation mark in the far left column, showing that iTunes can not find that file. When I run the script, it does not find any tracks. Of course, this makes sense, but is there any way to turn that functionality off? I'd like to be able to test my script on a machine that does not have my "live" library.
Thanks

I think you will need to have some music files on the other computer.
You can simply copy across some of your music files and add them to a library created on you test computer. Then run the script on that.
If you wanted to test the real library database you would have to have your music files there as well, but this would only work if the files were in the iTunes Music folder - otherwise you would need an identical account name, as iTunes is extemely fussy about the full path to music files. However it can cope with a different path above the iTunes Music folder for files in the iTunes Music folder.

Problem with script Test-ExchangeServerHealth

Have been using Paul Cunningham's most excellent Test-ExchangeServerHealth script. It has been running flawlessly on Exchange 2010 for sometime. I moved it to 2013 and immediately encountered errors. The error occurs down in the DAG test
routine. The error I get:
Get-DatabaseAvailabilityGroup : Could not load file or assembly 'Microsoft.Exchange.Data, Version=14.0.0.0, Culture=neutral,PublicKeyToken=xxxxxxxxx' or one of its dependencies. The system cannot find the file specified. At C:\Scripts\TestExchangeServerHealth\Test-ExchangeServerHealth.ps1:1159
char:15
+     $tmpdags = @(Get-DatabaseAvailabilityGroup -Status)
+                  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    + CategoryInfo          : NotSpecified: (:) [Get-DatabaseAvailabilityGroup], FileNotFoundException
    + FullyQualifiedErrorId : [Server=CAS2,RequestId=xxxxx,TimeStamp=4/30/2014 1:04:38 PM] [FailureCategory=Cmdlet-FileNotFoundException] CB830B58, Microsoft.Exchange.Management.SystemConfigurationTasks.GetDatabaseAvailabilityGroup
Hoping this is an easy fix. Also making sure SP1 is supported with the script?
Skip
Skippy

So it seems if I start Exchange Management Shell as administrator and call the script from the shell it works perfectly fine. I now have another script with the same exact problem. I'm trying to run this from a batch file via Task Scheduler...
Here is the syntax that isn't working (exchange 2013)
Inside BAT file:
PowerShell.exe -PSConsoleFile "C:\Program Files\Microsoft\Exchange Server\V15\Bin\ExShell.psc1" -Command "C:\Scripts\TestExchangeServerHealth\Test-ExchangeServerHealth.ps1" -sendemail -log
Executing the BAT file from task scheduler.
Is there something I need to do different with 2013 in order to execute a script via task scheduler?
Skippy

Can eCATT script/test be triggered from ext sys?

Hi eCATT gurus,
my current client wants to use totally automated testing on our project. They want to manage testing of SAP outside of SAP. This would involve that tests prepared in eCATT tool would be triggered from external system.
So my question is if there is a possibility to run eCATT test/script from external system?
In particular is it possible to include this "trigger" of eCATT test/script run into JUnit test from my external JAVA application?
PS: I'm not heavy user of eCATT so forgive me maybe I'm using wrong terminology here.
Thanks in advance
m./

Hi,
It should be doable. In your java junit test you could use SAP Java Connector (JCo) to call RFC function which starts eCatt test. There are RFC enabled modules in function group ECATT_EXECUTE which could be used to achieve this.
Tomasz

IVR Script problem

I need to uwrite script where promt saying -" To connect with top manager prees 1 button ,if you know internal number dial or wait for operator"
Internal numbers are 3 number length.
I attach file of my script.
the promp dial internal number of wait for operator if working .I don`t know how to write script for prompt -" To connect with top manager press 1 button"

Hi Emin,
When I need something like that, I use the get digit string as Gergely told you before. For example, set the input length to 3. So when the person dial the extension it reaches the succesful branch of the get digit string. If the person just press 1 or any other single digit, then the call reaches the timeout branch of the get digit string, where you can use a Switch step to redirect the call depending of the digit dialed by the customer:
HTH
Gabriel

Ivr script test

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