Prompt Management in UCCX 7.x/8.x
Looking for the best approach in allowing frequent updates to prompts for non-administrators. I've seen posts on custom IVRs ... not sure if anything has changed in 7.x or 8.x to help facilitate this. Any info appreciated.
Nothing has changed. You have to get the prompts into the Prompt Repository. The only two methods of doing that are the web interface or an IVR that uploads the prompt. The root cause of this restriction is that the repository is actually BLOB data in the database which is then replicated to the file system periodically. There are no APIs for importing this data into the database through another means.
Similar Messages
-
Hi
I wanted to know can someone tell me how do I start off making a phone prompt for a receptionist in one of our offices.
She wants a prompt so that when you call the main number to the branch you get a prompt saying for example if you want
shipping press 1. If you want sales press 2, and stuff along that line. I've looked in UCCX and I see where other prompts
are stored and I know the lady who will record the prompt but this is what I want to know. Is there like a blank template that
I can send her to record the prompt and once she does do it how do I apply it to the main phone number of the location so that's what
they get when they call the location.Thanks for any help and I look forward to your replys and have a great day.So UCCX does not come with a built-in feature for prompt managment. You will need to build one yourself.
Here's the bare minimum to get you started:
Variables
Document recording = DOC[]User repo_user = USER[aholloway]
Script
StartAccept (--Triggering Contact--)recording = Recording (--Triggering Contact--, P[]) Successful Authenticate User(repo_user, PIN = "12345") Successful Upload Prompt (recording to L[en_US] as "" + new Date().getTime() + "-recording.wav") Successful Unsuccessful Unsuccessful UnsuccessfulTerminate (--Triggering Contact--)End
Do change the user ID from "aholloway" to a real user ID and set the PIN to match it (PIN's are set in CUCM).
What this will do is: you call the trigger, and you will then hear a beep tone. After the beep, you speak your recording, and then press # when finished.
It if worked, you will have a file in your Prompt Repository, in the en_US folder called something like: 138323456789-recording.wav.
You will need to rename it to a friendlier name like: main_menu.wav.
Once you rename the file, you can then start building your Auto Attendant script, and reference this prompt in a variable like so: P[main_menu.wav]
Hope that helps.
Anthony Holloway -
Manager Manager and Prompt Manager going out of service
Hi,
I have set up RTMT to email me syslogs so I can see if there is a problem with UCCX.
Whenever I upload a new prompt or create a new folder I am seeing error messages saying that Manager Manager and Prompt Manager are in partial service.
But when I look at Network Services in Serviceability, there's nothing there - everything is in service.
So the error messages could be incorrect, or the managers are going out of service and then back again into service quickly.
How can I track down this problem/stop it happening?
In one sense it isn't a real problem, but it is annoying as I may ignore real issues.
Thanks
Jemima
UCCX 8.0Did you try to set it up as new device again? How to back up your data and set up as a new device
-
CUE 7.0 Custom Prompts - Limit with Prompt Management
Hi All,
I seem to be having a problem when using prompt management to create custom prompts. I am running CUE 7.0.2, and according to the table here
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_0/rel_notes/rel_notes.html#wp221528 I should have 250mins of custom prompts, regardless of each individual prompts length.
The problem exists however that when my users record the custom prompts, some are > 2mins, and prompt management cuts them off from recording.
I assume maybe that while you can upload a prompt > 2mins, you can't record one via prompt management? Has anyone else come across this problem?Hi Matthew,
Recording an Auto-Attendant Greeting or Prompt File
Two methods are available to create auto-attendant greeting and prompt files:
• Create a .wav file with the following format: G.711 u-law, 8 kHz, 8 bit, Mono. The file cannot be
larger than 1 MB (about 2 minutes). After recording the greeting, use the GUI option Voice Mail >
Prompts > Upload or Cisco Unity Express CLI ccn copy command to copy the file in to the
Cisco Unity Express system. See the GUI online help (OLH) or the Cisco Unity Express VoiceMail
and Auto Attendant CLI Administrator Guide for 3.0 and Later Versions for the upload procedure.
• Use the AvT on the TUI to record the greeting or prompt. Dial the AvT telephone number and select
the option to record a greeting. When finished recording, save the file. AvT automatically saves the
file in Cisco Unity Express.
The AvT prompt filename has the format UserPrompt_DateTime.wav, for example:
UserPrompt_11152003144055.wav. You may want to use CLI commands or GUI options to rename
the file with a meaningful name.
Cisco recommends using the AvT on the TUI to record greetings and prompts because the AvT
provides higher sound quality compared to .wav files recorded using other methods.
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_1/administrator/GUI/ch1over.pdf
Cheers!
Rob
Please support CSC Helps Haiti
https://supportforums.cisco.com/docs/DOC-8895
https://supportforums.cisco.com/docs/DOC-8727 -
I am currently trying to create a prompt management app. I want to be able to play and record prompts via a CTI port. I have browsed the forums and looked at the jtapi dev doc and apparently missing a critical piece.
what method(s) do I invoke using jtapi to allow for the cti port to accept a g711 stream?
My big problem is not so much IP Phone calls to a CTI port but calls coming from an MGCP or H323 gateway that hit the application. I guess I am not understanding how I can stream RTP to a PSTN connection?
I have seen in the forum where one can use the avtransmit2.java posted by Steiner (very cool sir). So this assumably will stream a designated wave file over g711 to an IP address. How do I make a CTI port "listen" to this stream thus playing it for the caller.You application needs to register with the media terminal (which is what the CTI port is), if I remember correctly. You application will then be alerted to any calls to the port and be able to set RTP parameters to the media terminal, specifying itself as the media source/sink. message flows at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_programming_usage_guide_chapter09186a00806f093f.html#wp1016822
-
Hello,
We have a Prompt Administrator who makes changes to the Auto Attendant greeting via the prompt management ext.
When they create an alternate greeting to use, it does not get applied.
The AA Script being used is: aa_sbcs_v03.aef
I did NOT view the script to look at its settings.
Is there anything that we could be missing to make this work?
Thank you,
JimWrong forum, post in "small business voice - UC500". You can move your post using the Actions panel on the right.
-
Hi
I want to record some messages from the cisco phone ( prompt management )Can someone guide me how to do this .i am talking about Avt feature so that a particular phone can record the message . i have Unity Express 3.x version . Thanks
Thanks
K.S.Hi K.S,
The Administration via Telephone (AvT) application is a telephony-based interface that allows Cisco Unity Express that offers the following capabilities:
•Administrators can record new audio prompts or delete existing custom audio prompts without using a PC or sound-editing software, such as with the telephone user interface (TUI). These prompts can then be used in various Cisco Unity Express application scripts, such as the Welcome prompt in the default auto-attendant. The Emergency Alternate Greeting (EAG) is an option within the AvT that allows subscribers to record, modify, and enable or disable a special greeting to be played before the regular greeting, notifying callers of some temporary event or message.
•Administrators can rerecord existing prompts.
•Administrators can send broadcast messages. Subscribers who have the broadcast privilege can access a limited set of AvT capabilities.
•Administrators can record spoken names for remote locations and remote subscribers.
The Cisco Unity Express module installation automatically configures the AvT application.
Only users with administrative (superuser) privileges or prompt management (ManagePrompt) privileges have access to the AvT. (See "Adding and Modifying a Group" on page 147 for information about assigning privileges.) When a caller dials the AvT number, the AvT authenticates the caller by requesting the caller's extension and PIN. The AvT disconnects the caller if the caller does not have administrative authority.
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/administrator/AA_and_VM/guide/AvT.html
Check this good "older" doc as well
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel2_3/avt/vmadm23.html
Cheers!
Rob
"Always movin' ahead and never lookin' back" - Springsteen -
UCCX 8.5 - How do I create a menu option that overwites a prompt?
Hi All,
I'm fairly new to UCCX scripting and have a question about a way to create a menu option that overwrites a prompt.
Here is the situation, we have only one small call center. There are two scripts in play here, one is their production script. Everythign is working fine with that script. The other is a recording script. The call center supervisors would like to be able to call into the recording script and record a prompt that says something like "All agents will be out today, November 1st, until 2pm on a staff luncheon, please call back at 2pm". This would overwrite the welcome prompt on their production script. As you can see from the language above, the message would be different depending on what was going on that day. I actually have this working quite well.
The problem is that when they come back from their luncheon, or from whatever they were doing, they want the ability to revert back to the original opening greeting wav file. The way it's set up now, when they get back from lunch they'd have to re-record the whole opening greeting "Thank you for calling XXX, press 1 to be connected to an agent, press 2...".
It seems like there should be a way, a new menu option in the recording script, that would allow me to revert back to the original recording so they don't need to re-record the opening greeting every time. I've created a new folder in Prompt Managment called "Revert" and placed the orginal opening greeting there. Can anyone give me guidance on what step to insert that would in effect say, if the caller presses 3, copy "Revert/Welcome.wav" to "CallCenter/Welcome.wav"? In this case the "CallCenter" folder contains the production prompts for the CallCenter script.
Thanks,
JoshJosh,
I would recommend the following configuration:
1.) Setup a XML file that has an option called "EarlyClose" or something similar.
2.) Setup your script with an "IF" that reads in that XML document and looks for "EarlyClose". If it's set, then play the custom closed message. If not, then play the normal message that is never overwritten.
The second part is to create a second script that has an internal only extension. This would then allow your supervisor to dial in, and put in a PIN. Once this is done, set have the agent record the greeting. Then (and only then) set the "EarlyClose" variable in your XML document. This will prevent the user not getting the new prompt recorded and EarlyClose being set early. You can also setup the script to play back the prompt and then have the end user validate that everything is working right. I would recommend reading through the scripting guides as they have some great infomation on this type of thing and example scripts. I hope this helps you out.
Thank you,
Robert W. Rogier -- UCCE TAC Support Engineer
Cisco, RTP NC. -
UCCX 8.5 - Downloading Prompt Recordings
Hello -
I am in the process of changing some of the prompts in our UCCX system. Before uploading the new prompts, I wanted to download copies of the existing prompts. The problem I ran into is - - - when I select download from prompt management, the file will launch in Quicktime but there is no way (that I found anyway) to save a copy of the prompt. Any help is appreciated.Thank you G.
By changing the playback device from QuickTime to Windows Default, I was able to right-click and select Open Containing Folder.
Conversely, I was only able to download the html image of the folder in Prompt Mgmt while QuickTime was the chosen player. -
Hello,
I'm adopting a script for Lithuanian office and got a problem with prompt localization. UCCX is configured for English and Russan languages, I also created lt_LT language and placed localized prompts there. In UCCX Editor I placed Play Prompt step with P[Welcome] @ L[lt_LT] prompt and in Reactivate Debug I got "user prompt '/opt/cisco/uccx/Prompts/user/lt_LT/Welcome.wav'" exception. I can see and play this file in lt_LT in Prompt Management. Is there any niceties with creating prompt languages? I'm using UCCX 8.5.1
Regards,
MaximI think it's a defect, and nothing your are doing wrong, or misunderstanding. In my opinion lt_LT should have worked, just as en_US works. Feel free to open a TAC case to report the trouble. There should even be a button at the top of the right hand column on this very page, to open a case based on this topic.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches. -
Custom AA Prompts Missing in CCA but exists in CUE Greeting Management
I just recorded a new greeting using a phone with the CUE Greeting Management tool. After recording, I go into CCA and configure the auto attendant. On the Prompt Management tab, the newly recorded prompt is missing. However, if I go back to the CUE Greeting Management with the phone, I can hear the new prompt -- it exists.
Under Monitor -> Voice Mail Status -> Others ccn Prompts, I see the following:
Name: UserPrompt_07142012110809.wav
Language: en_US
Last Modified Date: Sat Jul 14 11:08:09 CDT 2012
Length in Bytes: 270138
But this is not shown in the AA Prompt Management tab or in the drop down selection for AA assignment.
I successfully added a custom prompt previously and it shows in CCA. The following attempts to add custom prompts result in the file not being show in the CCA tool.
This is on a new UC540, Software pack 8.6, and CCA 3.2.1. It has been managed entirely in CCA, no CLI configuration.
Anyone know what might cause the new prompt to not show in CCA or how to make the prompt show in CCA? I'd be grateful for any advice or guidance in resolving this odd quirk.
Thanks!
RobertHi David:
Indeed, I did try to restart CCA. I also tried CCA from a second laptop. I tried to restart CUE. I even went as far as doing a full restart of the UC540. The new custom prompts refused to show. I finally gave up, went to dinner and when I returned, it was there. I have yet to determine what caused the behavior.
Robert -
UCCX 7.01 CTI manager failover
Hi, I couldn't find any definitive documentation on the what determines if a CCX server fails over to the secondary CTI manager. Is it loss of ping? Is it CTI service related.
Env:
2 CCM servers running 7.0.2
1 CCX server running 7.0.1
Our CCX server is pointed to the subscriber first and publisher second under AXL provider and CTI manager. Replication between the 2 servers failed on Jan 2nd. When folks tried to log into CCX on the morning of Jan 3rd, they received an error stating that a CTI manager is not available. We logged into CCX and removed the subscriber from the list of selected AXL and CTIM servers and people were able to log into CCX. We rebooted the subscriber and after some time, replication was again restored.
My main concern was why did the CTI Manager running on the publisher not take over? Was it because the Subscriber was still pingable? The TAC engineer stated that the failover was based on pings. Can anyone verify this? He did not seem too confident when he made this statement and it would make much more sense to have the failover based on service availability.
We've since gone into RTMT and setup e-mail alerts so in the future, we'll at least be given a heads up if there is a replication failure.
Thanks in advance!
-EricThis is what I found but it does not seem to contain any useable information.
503: Nov 11 15:19:46.829 EST %MIVR-CLUSTER_MGR-7-UNK:Post Convergence Event: CONVERGENCE_COMPLETED, name=CRS SQL Server - Repository
504: Nov 11 15:19:46.844 EST %MIVR-PROMPT_MGR-1-MGR_PARTIAL_SERVICE:Prompt Manager in partial service:
505: Nov 11 15:19:46.844 EST %MIVR-GRAMMAR_MGR-6-MGR_IN_SERVICE:Grammar Manager in service:
506: Nov 11 15:19:46.844 EST %MIVR-CLUSTER_MGR-7-UNK:try to process MasterConvergenceCompletedCmdImpl: name CRS SQL Server - Historical, nodeId=1, type=MASTER_ELECTED, uniqueId=99, master=true, updateTick=423, baseTick=422, nodeCurrentTick=423
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;} -
Integrating multiple UCCX clusters with same Call Manager Cluster
I want to know if I can integrate multiple UCCX clusters with 1 Call Manager cluster? If yes, can someone please point me to the documentation.
I appreciate all the help..
Thanks!!!Hi
Yes, you can. I'm not aware of specific documentation for this, but a couple of notes:
- Make sure you use unique resource accounts (e.g. JT user in particular as that is automatically managed by UCCX and one cluster WILL break the other)
- I would also use unique AXL accounts and probably RM accounts. RM you could share between clusters to just have one RM account to associate any agent phone to, but it's safer to have single-purpose service accounts.
- You can't assign a user to a particular cluster - so you enable IPCC Extension on one user, they appear in 'resources' on both UCCX servers.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
Please rate helpful posts... -
UCCX 8.5 replace system prompts with user prompts not working.
I am running UCCX System version: 8.5.1.11002-22 with the language en_US installed. I am trying to replace the system generated prompts for a telephone number to be the localized voice talent.
1. I have enabled the System > System Parameters > User Prompts override System Prompts is set to enabled.
2. I created the following prompt directory /gen/number/ and /gen/telephone.
3. I uploaded prompts (recorded by UCCX) to both of these directories.
4. Very simple script, accept, get calling number, generate prompt, play prompt, terminate call, end.
5. The generated prompt is always using the default installed system prompts and not playing the user uploaded prompts.
Is a restart of the UCCX engine required for this change to take place?
Thanks
DannyHi troyputnam,
It's not necessary a restart. Which folder do you upload the prompt, en_US? If you upload the prompt at a different folder, you will need to specify for every prompt to not look at the default Prompt Folder.
Regards
Please rate all useful posts
Favor calificar todos las respuestas útiles.
LinkedIn Profile: do.linkedin.com/in/leosalcie
MDGDP, CCNA, CCNA Voice, CCNP Voice Certified -
UCCX 7 HA Creating a Permanent User Prompt from a Maintenance Script
Hi,
I have script that records a prompt, names the wav file a puts it in the prompts directory. This is used for a special message for a contact centre script, these are usually temporary messages and there is an option in the same maintenance script to silence this prompt. The customer wants to be able to change the permanent prompts like the welcome prompt however when I restart the primary contact centre CRS engine the special message prompt is gone from the prompts folder in windows. It was never in the list of prompts when I listed the prompts in the app admin GUI page. Is there any way I can copy this recorded prompt from the windows folder to the prompt repository so that if the contact centre is restarted the prompt is not deleted.
I have attached a copy of the script so you can see how i'm doing this, When the call comes in to the script 'Main_Menu' the user presses 1, the call goes to the 'System_Menu' the user presses 1 again to go to 'Record_System_Prompt', from here you record the system message and the script puts a wav file called IECHA_IT_Sys_Mess.wav in to C:\Program Files\wfavvid\Prompts\user\en_GB. But this wav file is only in the windows folder not in the list of prompts in the UCCX appadmin page.
Thanks
Regards
NeilHi Neil
This is quite a common query; basically you should never write to the wfavvid folder directly. If you upgrade to 8.0, you'll find you can't do that anyway.
Instead of using a write document step or whatever to write to disk, so this:
1) Create a User variable
2) Use a 'get user' step to populate that variable with a user reference, you will need to specify a user ID or extension number on this step that refers to a user configured with Supervisor or Administrator rights. I usually allow the actual end user to log in with their extension and PIN, and use those creds to get the user. Other engineers just create a user called 'PromptUploader' or similar, and give that the required rights.
3) Once you have the 'get user' populating the user variable, under it's success branch add a 'Authenticate User' step to authenticate the user refernce in conjunction with a PIN or password (either that you gathered from the caller's DTMF or a static string)
4) Under the success branch for that, you can then use the 'Upload Prompt' step to upload the prompt you have recorded.
Regards
Aaron
Please rate helpful posts...
Maybe you are looking for
-
EC-CS Cons Chart of Accounts & Financial Statment Version
Hi Experts, I need your valid input on this issue. We have 6 company codes and wanted to have a consolidation P&L and BS. I have implemented EC-CS and have done all the all necessary configuration and the data is flowing to EC-CS without any problems
-
Forcing end user to open the child form in the resource request dataset
Hi, Is there any way where we can force end user to open the child form of a resource request dataset and enter the values for the attributes in the child form. The child form attribute is mandatory. However, currently, OIM allows user to submit the
-
Hello Can anyone help me with information about how integrate Wonderware Software Inbatch with SAP ERP. Any experience?. Any consultant in Barcelona? Thanks.
-
I have a new 3 TB Western Digital ext. HD. I used Super Duper to clone my MacPro HD to the ext. HD. I want to be certain that I can use it as a Startup disk in an emergency. To test this, I wanted to restart with the new drive as the startup disk. T
-
One month unlimited world-wide not working
I have taken advantage of the Skype offer for one month's free world-wide use that was offred as part of the thw Windows 8 upgrade. I tried to ring a Switzerland mobile number but it rejecetd it based upon my current balance (Non one month free). I l