We have been taking about Cisco Contact Center Express for the past couple of days. So far we have seen UCCX Demo License tweak and some GUI troubleshooting tips. How to build a Cisco IVR auto attendant with UCCX? What are the basic steps that you have to follow to create automated phone system script?
Cisco Unified Contact Center Express – UCCX is the back bone of small / medium level call center deployments. Automated attendant phone system can be developed by basic UCCX script application.
We gonna create an IVR auto attendant using basic aa.aef Cisco auto attendant script which is already available in the UCCX script repository.
In this article we are just focusing on the IVR portion of the UCCX (e.g. automated phone attendant), the call distribution part (ACD & Contact Service Queue) will be covered later.
Step 1: Partition and CSS for CTI Ports and CTI Route Points
I hope we are already done with basic integration of UCCX with CUCM. When I say the basic integration, it means the AXL, JTAPI and RMCM integration.
The next step would be creating Partitions and Calling Search Spaces for CTI ports and CTI Route Points. We would also create Device Pool for CTI Port and CTI Route points.
Create Partitions as follows,
- UCCX_CTI_PORT_PT – Will be used while creating Call Control Group at UCCX
- UCCX_CTI_ROUTEPONT_PT – Will be used while creating Trigger at UCCX
- AGENT_PT – All agent extensions are configured.
Create CSS as follows,
- UCCX_CTI_PORT_CSS – Will be used while creating Call Control Group at UCCX. This CSS should contain AGENT_PT & INTERNAL_PT (again it is based on your requirement)
- UCCX_CTI_ROUTEPONT_CSS – Will be used while creating Trigger at UCCX
All the phones should have visibility to the partitions of CTI Port and CTI Route Point. Either you can add line CSS or device CSS to reach to CTI ports and route points.
Step 2: Device Pool for CTI Ports and CTI Route Points
Create a Region and Device poos specific to CTI Ports and CTI Route points. The region should ensure G.711 codec to be used between phones and CTI.
You ca user my nomenclature,
Region : UCCX_CTI_REGION
Device Pool : UCCX_CTI_DP
Step 3: UCCX Call Control Group (CTI Ports at CUCM)
Login to UCCX Administration interface, go to Subsystems >> Cisco Unified CM Telephony >> Call Control Group >> Add New
Give a description and configure it as shown below,
This will create 4 equivalent CTI Ports in CUCM. Go to CUCM Administration page, Device >> Phones and find search for CTI Ports.
Make sure all the ports are registered.
Step 4: Add UCCX Script Application
Under UCCX Administration, Applications >> Application Management >> Add New
Select Cisco Script Application and proceed.
Give a name to the application and select SSCRIPT[aa.aef]. SSCRIPT means it is System Script. aa.aef is the default Auto Attendant script available in the UCCX. For this article we gonna go ahead and use this. We will be covering detailed articles about UCCX custom scripting.
Once we click Add, you can see ‘Add new trigger’ on the left hand side as shown below.
Step 5: Adding UCCX Trigger (CTI Route Point in CUCM)
Click ‘Add new trigger’ link and select ‘Unified CM Telephony Trigger’ as the trigger type from the pop-up window.
Enter the following information,
This will create 1 CTI Route Point in CUCM. Go to CUCM Administration page, Device >> CTI Route Point >> Find
Make sure it is registered.
Step 6: Make a Test Call to Auto Attendant
Bring up your phone and do some test calls. I have used 3CX SIP Soft phone to make test calls. You may use Cisco IP Communicator or any other third-party SIP phones of your choice.
I got the IVR response “Welcome to the automated attendant. 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”
Yes, we have done our first UCCX Script application successfully!
The ‘aa.aef’ and other sample IVR scripts are available at C:\Program Files (x86)\wfavvid_1151\Scripts\system\default
We will talk more about UCCX Scripting in later articles, stay tuned. Hope this has given some basics of UCCX and Application configuration. Feel free to share your thoughts and feedback here in the comment box below.