UCCX Prompt Management

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

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I 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.
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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

Jtapi IVR prompt management

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

Prompt Management Greeting

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,
Jim

Wrong forum, post in "small business voice - UC500". You can move your post using the Actions panel on the right.

Prompt Management

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

Prompt Management in UCCX 7.x/8.x

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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.

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UCCX Application manager service are in partial

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Hi Ketanpatani,
Please run the JTAPI and Data Resyn operation from the UCCX Admin-> CUCM Telephony subsystem and look out for any inconsistencies between UCCX and CUCM.
Make sure all the CTI route points\ Triggers in enabled state.
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Anand
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Changing Auto Attendant Announcements

HI,
I am running UCM 6.0 - how do I change the existing announcements (sorry if this is a dumb question I have "inherited teh system with absolutely no documentation).
Regards,

The only announcements that CUCM hosts are those used by the annunciator
service. These are not modifiable in CUCM 6x.
However, since you are referring to an "automated attendant" (AA) I suspect
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Contact Center Express system. These are separate hosts that perform the
functionality you describe. Unity Connection can also run co-resident with
CUCM if you are using CUCM Business Edition.
First, we should find out what is hosting your AA. To do this, identify the
phone number you call to reach the AA. Then search for this number in the
CUCM. Go to Call Routing-->Route Plan Report. Search for the number.
You will see a "Type" column in the output as well as a "Route Detail"
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At this point there are plenty of variations. If you find that the number
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Another variation someone could have is a dummy IP phone that is configured
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probability we are dealing with Unity or Unity Connection. If you find a
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to be sure you would need to check to see if the CTI Route Point is
registered or not. If it is registered, then it is likely UCCX.
OK. After some labor, we are hopefully to the point where you have
identified a registered CTI route point or a Hunt Pilot. If Hunt Pilot,
then you will see a list of line group members in the Route Detail (from
Route Plan Report). Target one of the line group members (you can click on
the Route Detail icons) and find out an IP address for the application that
is controlling the line group member. In either case, you have an IP
address. Connect to the IP address and find out what application and
version you are dealing with.
How you proceed depends on the answer to the above question.
Unity Connection prompt management (applies to CUCM-BE as well):
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/administration/g
uide/7xcucsag150.html
UCCX prompt management:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cr
s/express_7_0/configuration/guide/uccx70ag.pdf
Go to page 249 "Managing Prompts, Grammars, Documents, and Custom Files"
NOTE: Given you have no documentation, there is always a possibility that
you are using a different application than the ones I list above.
HTH.
Regards,
Bill
Please remember to rate helpful posts.

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,
Josh

Josh,
     I would recommend the following configuration:
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          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.
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UCCX 8.5 prompts get corrupted and play scratch

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I recycled the prompt a few weeks ago and it worked but tonight nothing seems to help.

Hi
How was this prompt recorded?
It sounds like it may be in the wrong format, perhaps post it up here to get it checked.
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Regards
Aaron

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!
Robert

Hi 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

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