IPCCX6.0 CRS Scripting

Unanswered Question
May 11th, 2008

Hi,

1.In the CRS scripting, for the Menu function, For "Unsuccessful" and "timeout" ,cases, a lady prompts(I believe hardcoded) "please try again" or "are you still there".

Is it possible not to play this hardcoded voice and play our own prompt?

Basically the customer wants to play his own voice prompt for timeout and invalid cases.

2.Is it possible to write our own function similar to "Menu function" and getdigit function" as the system automatically introduces, 'timeout, and 'unsuccessful' cases in this with hardcoded voice of a lady.

Thanks

I have this problem too.
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gpulos Mon, 05/12/2008 - 08:52

In short, the answer to both questions is Yes.

(using CRS Editor)

1) you'll need to edit the IVR script to replace the System Prompts SP[SPxxxxx.wav] with the new .wav prompts you record.

2) you'll need to edit the IVR script to perform the 'getDigit' funciton you require.

Please see the following links for more IVR scripting information:

gettingStartedWithCRSscripts: (volume1)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601gs.pdf

scriptStepReferenceGuide: (volume2)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601sr.pdf

expressionLanguage: (volume3)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601lr.pdf

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