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New Member

Uccx auto attendant script

Hi,

Can we use UCCX auto attendant script for dial by name.

We dont have ASR but we want to use featue like caller will type user name and uccx

will transfer that call to that user.

Can default aa.aef script do this or i need to create different script.

Regards,

Dinesh Joshi                 

2 ACCEPTED SOLUTIONS

Accepted Solutions

Re: Uccx auto attendant script

Yes you can.  For an example, go to File > New in your scritp editor, then under the IVR tab of templates, select the Auto_Attendant script template.

If you scroll down, you will see a menu output branch labeled: DialByName and it has all the logic to complete this task.

The magic happens with the Name to User step.  It's documentation is below:

Name To User Step

Note     The Name to User step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options.

The Name To User step is used in the following ways:

- To prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory.

- To automatically transfer a caller to the extension of the person being called.

Note     The Name to User Step supports only the 26-character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step accept English characters only when using CMT(Cisco Media Terminated).

- To assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.

Note     When any previous escalating prompt in a script enters the Name To User step, it is reset to the first prompt in its list.

Features of the Name to User Step:

- Using a CMT channel, the Name To User step receives DTMF input from a caller with the following numeric keypad mapping:
-- 2 = ABC
-- 3 = DEF
-- 4 = GHI
-- 5 = JKL
-- 6 = MNO
-- 7 = PQRS
-- 8 = TUV
-- 9 = WXYZ

- Using the information from this step, a script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script spells the caller name.

Note     The Name To User step is limited to spelling back (over CMT media names with ASCII-only characters, which may be a limitation under some international conditions.

- Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname. The Name To User step produces the following output branches:
-- Successful—A successful match is made between the input from the caller and a name in the directory.
-- Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.
-- Unsuccessful—The input from the caller does not match a name in the directory.
-- Operator—The operator's extension was entered

Note     The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window.

Note     If the Name To User step matches the caller input with a single user defined in the Cisco Unified Communications Manager, that result is returned immediately without requiring the caller to confirm the selection.

Good luck.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Re: Uccx auto attendant script

Yes, you can use the Call Redirect Step to send the calls into Unity Connection and use a Directory Handler.

Outside of that, there may be a way to engineer an Ehanced friendly solution within UCCX to take DTMF and compute possible matches, but if you have CUC already, then I'd just go that route.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
5 REPLIES

Re: Uccx auto attendant script

Yes you can.  For an example, go to File > New in your scritp editor, then under the IVR tab of templates, select the Auto_Attendant script template.

If you scroll down, you will see a menu output branch labeled: DialByName and it has all the logic to complete this task.

The magic happens with the Name to User step.  It's documentation is below:

Name To User Step

Note     The Name to User step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options.

The Name To User step is used in the following ways:

- To prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory.

- To automatically transfer a caller to the extension of the person being called.

Note     The Name to User Step supports only the 26-character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step accept English characters only when using CMT(Cisco Media Terminated).

- To assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.

Note     When any previous escalating prompt in a script enters the Name To User step, it is reset to the first prompt in its list.

Features of the Name to User Step:

- Using a CMT channel, the Name To User step receives DTMF input from a caller with the following numeric keypad mapping:
-- 2 = ABC
-- 3 = DEF
-- 4 = GHI
-- 5 = JKL
-- 6 = MNO
-- 7 = PQRS
-- 8 = TUV
-- 9 = WXYZ

- Using the information from this step, a script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script spells the caller name.

Note     The Name To User step is limited to spelling back (over CMT media names with ASCII-only characters, which may be a limitation under some international conditions.

- Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname. The Name To User step produces the following output branches:
-- Successful—A successful match is made between the input from the caller and a name in the directory.
-- Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.
-- Unsuccessful—The input from the caller does not match a name in the directory.
-- Operator—The operator's extension was entered

Note     The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window.

Note     If the Name To User step matches the caller input with a single user defined in the Cisco Unified Communications Manager, that result is returned immediately without requiring the caller to confirm the selection.

Good luck.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

Re: Uccx auto attendant script

Hi Anthony,

I have checked the same. Thanks for your help.

New Member

Re: Uccx auto attendant script

Hi Anthony,

The first line of document says that name to user steps only available UCCX Premium license.

We have UCCX Enhance license . Is there any other option to do Dial By name feature or i have to take Premium license.

Regards,

Dinesh Joshi

Re: Uccx auto attendant script

Yes, you can use the Call Redirect Step to send the calls into Unity Connection and use a Directory Handler.

Outside of that, there may be a way to engineer an Ehanced friendly solution within UCCX to take DTMF and compute possible matches, but if you have CUC already, then I'd just go that route.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

Re: Uccx auto attendant script

Hi Anthony,

Thanks for your reply. I have auto attendant server also, so i am planing to use that for dial by name feature.

Regards,

Dinesh Joshi

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