© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Configuring Cisco Unity Express Automated Attendant and Voice Mail Configuring Cisco Unity Express Auto Attendant

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Outline Overview CUE Autom Attendant Operation CUE AA Editor Holiday List Business Hours Schedule Scripts and Prompts Setting Up an Automated Attendant Emergency Alternate Greeting Administration via TUI Summary

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE Auto Attendant Operation Overview Answers calls and allows callers to self-direct by entering an extension or a name or dialing 0 for the operator Can have up to five active automated attendants per system Created and customized in the CUEAA Editor Can be administered via TUI –Record automated attendant prompts from an IP phone or a computer with a microphone. Provides Emergency Alternate Greeting –Alert callers to temporary schedule changes owing to bad weather and other unexpected events.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Automated Attendant Operation System Defaults Uses script file aa.aef Cannot be downloaded, uploaded, or changed –Can be deactivated Only customizable parts of this script are: –Welcome greeting –Activation and deactivate the Emergency Alternate Greeting

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Example: Automated Attendant Operation General Auto Attendant: Welcome to ACME Publications... Specific Auto Attendant : Welcome to the ACME automotive center … Specific Auto Attendant : Welcome to the ACME graphic services … Three Different Numbers with an Application Assigned to Each PSTN

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Automated Attendant Configuration Steps Prepare the script in CUE AA Editor. Upload the script to CUE. Create and upload any required prompts. Add an application on CUE. Associate the script with the application. Set the number of ports and the pilot number for the application. Test the application by calling the pilot number.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Automated Attendant Concepts CUE AA Editor Scripts prepared off-line and uploaded to the CUE system Up to five automated attendant applications resident on system –One system and four custom active applications –One deactivated system and five custom active applications Stored scripts: six on the AIM-CUE; eight on the NM-CUE Large maximum number of steps per automated attendant No limit on the number of nesting levels within each automated attendant script Prompt Parameters Total number of custom prompts that can be uploaded to the system –25 on AIM-CUE 50 on NM-CUE 1-MB file size per prompt (2 minutes) Record Prompts Prompts used in script(s) can be recorded off-line and uploaded to the CUE system Prompts can also be recorded and managed via the TUI

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Automated Attendant Script Preparation 1. Install CUE AA Editor from Cisco.com onto a PC or server. 2. Create or edit the automated attendant script via the CUE AA Editor. 3a. Record the prompts used by the script. 4. Upload the script and prompts to the CUE system for active call control. 3b. Alternate recording of prompts via the TUI. IP PSTN

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor Overview Offers a subset of steps for automated attendant script creation Palette Variable Window Work Area Debug and Message Window Folders of Steps

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: Constructing a Script When starting a new script, the only step present in the workspace will be a start step. Steps are Java Beans. Drag and drop steps from the palette to the workspace. When dropping the step in the workspace, it must be dropped on top of an existing step. It will then appear below. Validate the script, and if successful, save with an.aef extension.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: Variables To add a variable, click the Add New Variable button and define the variable. Check the parameter box to allow this value to be defined from the CUE web pages by the administrator (top-level script only). The value of the variable can be another variable or explicitly defined here.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: General Steps StepDescription AnnotateInsert comments in the script (similar to C /* */ comments). Call SubflowInvoke a subflow. Day of WeekCause script execution to branch depending on current day of week. DecrementDecrease the value of an integer variable by 1. DelayPause the execution of script for specified number of seconds. EndDesignate end of script and free all allocated resources. GotoCause script execution to branch to specified Label step. IfCause script execution to branch based on evaluation of a Boolean expression. IncrementIncrease the value of an integer variable by 1. LabelInsert a label into a script as a target for Goto step. On Exception ClearRemove an exception set by previous OnException Goto step. On Exception GotoCatch an exception/problem during script execution and handle it. SetChange the value of a variable (assignment operator). StartIndicate start of the script. SwitchCause script execution to branch to one of a number of cases. Time of DayCause script execution to branch depending on current time of day. Is HolidayCheck if it is a holiday. Business HoursCheck if within defined business hours.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: User and Prompt Steps StepDescription UserGet User InfoAccess user attributes. PromptCreate Conditional Prompt Create one of two prompts based on the evaluation of a Boolean expression. Create Container Prompt Combine multiple prompts into a larger prompt. Create Generated Prompt Create prompt phrases from intermediate variables, e.g. number, currency, etc.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: Contact and Call Contact Steps StepDescription ContactAcceptAnswer a call. Get Contact InfoExtract information from a contact and store it in script variables. Set Contact InfoModify the context information associated with a contact. TerminateDisconnect a call. Call Contact Call RedirectRedirect a call to another extension. Get Call Contact Info Access call-specific information and store it in script variables.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: Media Steps StepDescription Explicit ConfirmationConfirm an explicit response to a prompts, DTMF 1 for yes and 2 for no. Get Digit StringCollect DTMF digits in response to a prompt. Implicit ConfirmationConfirm an action without asking a question. MenuProvide a menu from which caller can choose a series of options. Name To UserCollect DTMF and try to match it to a persons name. Play PromptPlay a specified prompt to the caller.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE AA Editor: Validate When done constructing the script with steps: Save the script with an.aef extension. Validate the script by using the Tools > Validate command. Upload the Script to CUE through the GUI or CLI.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Holiday List Three years of holidays can be configured: –Moving window of the previous, current, and upcoming year –Up to 26 holidays per year In the GUI or the CLI, add a holiday by entering a date and an optional description to identify the holiday. Holidays can be copied from the current year to the next year in the GUI. Holiday lists can be used for Auto Attendant functionality only. The system and custom Auto Attendants can use the holiday lists to branch to special menu items or prompts on these dates.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Holiday List (Cont.) Current and upcoming year: Holiday list can be added, modified, and deleted Previous year: System saves the holiday list, but cannot add or modify; can only delete On New Years Day every year, the following automatically happens: Current years holiday list becomes previous years list Upcoming years list becomes current years list Oldest years list is deleted (e.g., holidays for 2003 are automatically deleted on January 1, 2005)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Holiday List (Cont.) Three years of holidays Each holiday date and description listed

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Holiday List (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v calendar holiday yyyy mm dd [description description] CUE(config)# Sets a holiday day, month, and year Holiday List CLI Configuration CUE(config)#calendar holiday description New Years Day CUE(config)#calendar holiday description Valentines day CUE(config)#calendar holiday description St Patricks day CUE(config)#calendar holiday description Mothers day CUE(config)#calendar holiday description Memorial day CUE(config)#calendar holiday description Summer solstice CUE(config)#calendar holiday description Labor day CUE(config)#calendar holiday description Thxgiving CUE(config)#calendar holiday description Winter solstice

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show calendar holiday [year yyyy [month month]] CUE(config)# Displays configured holidays Example: Holiday List CLI CUE#show calendar holiday year 2005 ******************************** Year: 2005 ******************************** January 01 New Years Day February 14 Valentines day March 17 St Patricks day May 08 Mothers day May 30 Memorial day June 20 Summer/winter solstice September 05 Labor day November 24 Thxgiving December 21 Summer/winter solstice

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Business Hours Schedule Configure a business schedule for each of the seven days in a week. –The 24 hours in each day are divided into half-hour time slots. –Each time slot can be marked as open or closed (use in either the GUI or the CLI). There can be up to four different schedules per system. One example schedule ships with the system (systemschedule). –By default, the schedule is set to open seven days a week and 24 hours a day. –This system schedule is modifiable and can be deleted. –System Auto Attendant by default refers to the default schedule.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Business Hours Schedule (Cont.) Business schedules can be used for Auto Attendant functionality only The system and custom Auto Attendants can use any of the four schedules to branch to special menu items and prompts based on the time of day. –System Auto Attendant: Contains a schedule script parameter that can be changed –Custom Auto Attendant: Uses the Business Hours script from the CUE AA Editor

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Business Hours Schedule (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Business Hours Schedule (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v calendar biz-schedule schedule-name CUE(config)# Specifies the name for business hours schedule and enters the business configuration mode Business Hours Schedule CLI Configuration open day day-of-week from hh:mm to hh:mm CUE(config-business)# Sets the day and time that the business is open closed day day-of-week from hh:mm to hh:mm CUE(config-business)# Sets the day and time that the business is closed

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v CUE(config)# calendar biz-schedule summerSchedule Modifying existing schedule CUE(config-business)# closed day 1 from 00:00 to 24:00 CUE(config-business)# closed day 2 from 00:00 to 08:00 CUE(config-business)# closed day 2 from 12:00 to 13:30 CUE(config-business)# closed day 2 from 17:00 to 24:00 CUE(config-business)# closed day 3 from 00:00 to 08:00 CUE(config-business)# closed day 3 from 12:00 to 13:30 CUE(config-business)# closed day 3 from 17:00 to 24:00 CUE(config-business)# closed day 4 from 00:00 to 08:00 CUE(config-business)# closed day 4 from 12:00 to 13:30 CUE(config-business)# closed day 4 from 17:00 to 24:00 CUE(config-business)# closed day 5 from 00:00 to 24:00 CUE(config-business)# closed day 6 from 00:00 to 24:00 CUE(config-business)# closed day 7 from 00:00 to 24:00 CUE(config-business)# end Example: Business Hours Schedule CLI

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show calendar biz-schedule CUE# Displays the configured business hours schedule(s) CUE#show calendar biz-schedule ************************************* Schedule: systemschedule Day Open Hours Sunday None Monday 07:00 to 18:00 Tuesday 07:00 to 18:00 Wednesday07:00 to 13:00 Thursday 07:00 to 18:00 Friday 07:00 to 18:00 Saturday10:00 to 15:00 Business Hours Schedule show Command

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Scripts and Prompts Overview CUE Auto Attendant Admin allows the following: –Add or delete a nonsystem script from the GUI or the CLI –Add or delete prompts from the GUI, the CLI, and the TUI CUE Auto Attendant Admin does not allow viewing of script contents. –This is done off-line via the CUE AA Editor. The system automated attendant, the TUI, and other system scripts are not able to be downloaded, viewed, or edited.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Scripts and Prompts A number of default scripts exist in the system, including: aa.aef - The system automated attendant aasimple.aef - A simplified automated attendant to state a small number of names checkaltgreet.aef - The script that plays the EAG before the system automated attendant promptmgmt.aef - The script that controls the PMS setmwi.aef - The script that controls MWI voicebrowser.aef - The script that controls voice mail interaction xfermailbox.aef – The script used to transfer a caller to a mailbox

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Four custom scripts have been uploaded. The system scripts cannot be downloaded, modified, or deleted. Scripts and Prompts (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show ccn scripts CUE# Shows the name, date, and size of the scripts that are installed CUE#show ccn scripts Name:setmwi.aef Create Date: Fri Mar 08 05:42:36 PST 2004 Last Modified Date:Fri Mar 08 05:42:36 PST 2004 Length in Bytes: Name: voicebrowser.aef Create Date: Fri Mar 08 05:42:54 PST 2004 Last Modified Date: Fri Mar 08 05:42:54 PST 2004 Length in Bytes: Name: aa.aef Create Date: Fri Mar 08 05:43:05 PST 2004 Last Modified Date: Fri Mar 08 05:43:05 PST 2004 Length in Bytes: Scripts show Command

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Five prompts exist by default. Prompts

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v The bottom four prompts are custom prompts. Custom Prompts

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Scripts and Prompts Uploaded prompts may be selected from a drop-down list or uploaded from this page 1-MB file size limit on any prompt Maximum of 50 prompts on an NM-CUE; maximum of 25 prompts on an AIM-CUE No error checking on file format during upload Format for file must be.wav: –G.711 mu-law, 8 kHz, 8 bit, Mono

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v ccn copy url url prompt name.wav CUE# Allows a prompt to be uploaded to the CUE system Scripts and Prompts Configuration CUE#copy ccn url ftp:// /test.wav prompt newAA.wav

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show ccn prompts CUE# Shows the name, date, and size of the prompts that are installed CUE#show ccn prompts Name: AAWelcome.wav Last Modified Date: Fri Feb 20 03:11:37 PST 2004 Length in Bytes: Name: UserPrompt_ wav Last Modified Date: Fri Mar 08 06:10:12 PST 2002 Length in Bytes: Scripts and Prompts Configuration (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Prompt filenames can be changed on the CUE system itself –ccn rename prompt command Procedure to change a prompt file name: –Download prompt file to PC –Change filename on PC, e.g.: UserPrompt_ wav to StoreHours.wav –Upload new prompt file to CUE system –Change script parameter to refer to new prompt (StoreHours.wav) –Delete old prompt (UserPrompt_ wav) Scripts and Prompts: Changing Filenames

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant A single automated attendant application exists: the system default automated attendant

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) 1: Dial by number 2: Dial by name 0: Transfers to the operator extension configured on the system Welcome Prompt is a.wav file that can be replaced with any recorded content Play Welcome Prompt (AAWelcome.wav by default) To enter the phone number of the person you are trying to reach, press 1. To enter the name of the person you are trying to reach, press 2. To transfer to the operator, press 0.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v show ccn application CUE# Shows the applications and how they are configured Setting Up an Automated Attendant (Cont.) CUE#show ccn applications … Name: autoattendant Description: autoattendant Script: aa.aef ID number: 2 Enabled: yes Maximum number of sessions: 8 busOpenPrompt: AABusinessOpen.wav holidayPrompt: AAHolidayPrompt.wav busClosedPrompt: AABusinessClosed.wav allowExternalTransfers: false MaxRetry: 3 operExtn: 2001 welcomePrompt: AAWelcome.wav businessSchedule: systemschedule …

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Five automated attendant applications have been defined: four custom and the system default Custom Automated Attendant Setting Up an Automated Attendant (Cont.)

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) Step 1 of 3: Select the script, and language and assign a name Add a new automated attendant by clicking the Add link

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) Step 2 of 3: Set any script variables –Script variables with the parameter option set will appear in the GUI. –Default values were assigned when the script was created and may be overridden in the GUI. –Prompts used by the script may be uploaded from this page or assigned from a drop-down list.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) Step 3 of 3: Assign the call-in number, language, and maximum allowed sessions –Set the language and maximum sessions allowed. –The automated attendant script may be enabled or disabled. –Calls to the call-in number will invoke the automated attendant. –If the call is delivered by the PSTN, it may require digit manipulation by the gateway before terminating on the automated attendant.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) CUE# show ccn trigger Name: 6800 Type: SIP Application: voic Locale: en_US Idle Timeout:5000 Enabled: yes Maximum number of sessions:8 Name: 6700 Type: SIP Application: AutoAttendant Locale: en_US Idle Timeout:5000 Enabled:yes Maximum number of sessions: 5 Calls to 6700 will invoke the Auto Attendant application. If a PSTN number is to invoke the Auto Attendant application, digit manipulation by the gateway may be required.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) CUE(config)# ccn trigger sip phonenumber 6900 CUE(config-trigger)# application AutoAttendant ccn trigger sip phonenumber number CUE(config)# Assigns a phone number to act as a trigger and enters trigger configuration mode application application_name CUE(config-trigger)# Assigns an application to a trigger

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) CUE# show ccn trigger... Name:6700 Type: SIP Application: AutoAttendant Locale: en_US Idle Timeout: Name:6900 Type:SIP Application:AutoAttendant Locale:systemDefault Idle Timeout: CUE # CUE # configure terminal CUE(config)# no ccn trigger sip phonenumber 6700 Both numbers invoke the application named AutoAttendant Delete the old number if desired

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) The aa.aef script is associated with the application autoattendant. The script is currently enabled. The maximum number of session has been set to 5. The MaxRetry variable has been set to 3. The operExtn variable has been set to The welcomePrompt variable is set to AAWelcome.wav. cue# show ccn application Name: autoattendant Description: autoattendant Script: aa.aef ID number: 2 Enabled: yes Maximum number of sessions: 5 busOpenPrompt: AABusinessOpen.wav holidayPrompt:AAHolidayPrompt.wav busClosedPrompt:AABusinessClosed.wav allowExternalTransfers:false MaxRetry:3 operExtn:2001 welcomePrompt:AAWelcome.wav businessSchedule:systemschedule

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) cue(config)# ccn application autoattendant cue(config-application)# ? defaultUse default value descriptionOptional comment enabledTurn on the application endLeave application configuration mode exitExit configuration mode maxsessionsUpper limit on the number of simultaneous sessions for this application noDelete configuration command parameterConfiguration for this script scriptApplication command file cue(config-application)# Application setting may be set from the CLI or the GUI.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Setting Up an Automated Attendant (Cont.) CUE(config)# ccn application autoattendant CUE(config-application)# parameter welcomePrompt AAgreeting.wav Application setting and parameters may be set from the GUI or the CLI. Names are case sensitive.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study The ACME company has just purchased Cisco CallManager Express and CUE for a branch office. Management wants the automated attendant to answer the phone and present the caller with a custom greeting: Welcome to ACME. Please press 1 if you know your partys extension. Please press 2 to enter the name of the party you wish to reach and 3 to talk to a sales representative. ACME also wishes to have hidden options of 9 to reach internal technical support and 0 to reach the operator. What tasks need to be completed in order to implement this design?

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 1: Is the system default sufficient? No, the requirements state that the 3 and the 9 must be active on the menu, and the aa.aef cannot be modified or even downloaded.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 2: Construct a customized script in the CUE AA Editor. Validate and save the script as MyCustomAA.aef. The instructor will demonstrate the creation of an automated attendant script.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 3a: Upload the script to the CUE system.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 3b: Script is successfully uploaded.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 4a: Add an application.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 4b: Add an application. Set the variable values and prompts.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 4c: Add an application. Set the pilot number for the application. Set the language. Set the maximum sessions. Enable the application.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Case Study (Cont.) Step 5: Test the application by dialing the number; remember to test the failure and problem paths in the script. Dial 2500 and test the application called casestudy.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Emergency Alternate Greeting Overview The EAG can be activated and deactivated: –Via the TUI –Via the GUI (based on the existence or absence of the prompt file named AltGreeting.wav) The EAG is recorded via the TUI or off-line and uploaded into the system. –If uploaded, it must have the filename AltGreeting.wav If active, the EAG is played before the welcome greeting of the system automated attendant. If the EAG is desired by custom automated attendant scripts, a call to a subflow to checkaltgreet.aef must be inserted in the script at the desired location. If the EAG is deactivated via the TUI, the current prompt (AltGreeting.wav) is deleted. If the EAG is activated via the TUI, the recorded prompt is stored as AltGreeting.wav.

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Administration via TUI Overview Recording and Listening TUI or an offline system, then uploaded to CUE Format G.711 mu-law, 8 kHz, 8 bit, Mono CUE Administrator GUI View list of prompts on the system Upload or download prompts Assign prompts to automated attendant script parameters TUI Access Extension and PIN required; administrator privileges Entry point phone number defined for TUI System script menu associated with TUI Call into the TUI number (from IP Phone or PSTN) – script walks caller through managing and recording prompts Prompts saved with a unique filename: UserPrompt_DateTime.wav, e.g., UserPrompt_ wav

© 2005 Cisco Systems, Inc. All rights reserved. IPTX v Summary The automated attendant on CUE has system defaults, but these can be customized. The CUEAA Editor is the interface that is used to create a custom automated attendant. To install a custom automated attendant, validate, save, and upload the.aef file. Use either the GUI or the CLI to upload the script. The GUI or the CLI can be used to upload and manage prompts. Either the GUI or the CLI is used to associate the script with an application and set application parameters. The GUI or the CLI can be used to view the configuration.