CCX Scripting v2

7/23/2019 CCX Scripting v2

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2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicPresentation_ID 1

Agenda

Unified Contact Center Express Editor

Basic

Scripting Fundamentals

Deployment

Advanced

Enterprise Data, Custom Variables, Agent-based Routing, Get

Reporting Statistics step, eMail steps, HTTP Triggers, CustomJava, multi-language support

Changes in CCX 8.0

Script Repository

FAQ (If time permits)

Q & A


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Variables Pane

ScriptPane

Palettes Pane

Message

Pane


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Each step has its own unique capabilities, from

simple increment to generating and playing outprompts, obtaining user input, queuing calls, orperforming database operations.

Steps are grouped into palettes: General, Call

Control, Media, ACD etc.

Every step (except End step) has at least oneoutput branch.

Variables can be created and accessed anywherein the script.


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Variables can be specified as final or parameter.

The values of parameter variables can be set inAppAdmin.

Variables support built-in types: String, int, char,

boolean etc.


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Additional editor functions: Validate, Debug

Validate checks if all steps are properly customizedand all execution paths terminate to an End step.

Debug in real-time add breakpoints, reactive and

non-reactive debugging More details on how to debug scripts available in

Getting Started With Scripts guide.


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GeneralIf, Increment, Label, Goto, Annotate,Call Subflow

Call ControlAccept, Redirect, Terminate

MediaPlay Prompt, Menu, Get Digit StringACDSelect Resource, Connect, Set Priority

Basic Steps:


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Scripting FundamentalsGeneral

Steps

Start, EndThe first and laststeps of execution

IfBranch based on booleancondition

Increment, Set Goto, LabelJump to any

label in the script

Call SubflowA subflow is ascript that is invoked fromanother script.


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Call Control Steps

The Accept step answersthe call. The caller hearsring tone until the Acceptstep is executed.

The Redirect steps

redirects the call to aspecified destination.Output branches areSuccessful, Busy, Invalid,

Unsuccessful.

The Terminate step endsthe call.


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Scripting FundamentalsMedia Steps

The Play Prompt plays back a specified prompt to the caller.

The step has properties such as:Interruptible (Yes or No): Can the step be interrupted by anevent such as an agent going Ready?

Barge-In (Yes or No): Can the caller interrupt the prompt?


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The Menu step providesa menu from whichcallers can choose anoption.

The Menu step receives

a single digit entered orspoken by a caller andmaps this entry to aseries of output

branches.


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The Get Digit String step captures either DTMF or

spoken digit string from the caller in response to aprompt.

The step waits for input until the caller does oneof the following:

Presses the terminating key (DTMF only)

Exceeds the max number of retries

Enters the max number of keys (DTMF only)


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Scripting FundamentalsACD Steps

Use Select Resource step toqueue for a CSQ or agent

If there is no agent available,exit on Queued outputbranch. The script is

interrupted when an agentbecomes available.

If there is an agent available,

exit on either Connected orSelected output branch.


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Contact Routing Target Type:

CSQ, Resource

CSQ/Resource Target

Connect option

Timeout

Resource Selected

Properties of Select Resource Step:


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Simple Routing Script


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Write script

Validate and debug script

Upload scriptuse AppAdmin to upload script to repository

Create Applicationuse AppAdmin to create application

and set values for configurable parameters Create triggercreate telephony or HTTP trigger for the

application

Admin Guide has more details on how to debug and create/deployapplications.

Deploying Scripts


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First Chance to Win Fabulous Prize


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Question

Which of the following is not a name previously used

by Cisco Unified Contact Center Express? CRA

CRS

CRX

IPCCX


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Advanced Scripting


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Enterprise Data

Enterprise data is data related to the customer that

is presented to the agent on CAD or IPPA. Script can collect enterprise data by prompting

caller, doing database lookups etc.

Additional configuration is required on CiscoDesktop Administrator (CDA) to present enterprisedata on CAD and IPPA


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Enterprise Data

EnterpriseData


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Enterprise Data

Add ECC variables orthe 12 predefined call

variables to a layout.

How to Display Enterprise Data on CAD?


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Enterprise Data

Use the Set EnterpriseCall Info step in script to

set enterprise data values.

The step is used to setvalues for both ECC andpredefined (called call

peripheral variables)enterprise data.

Remember to set thelayout.

Steps to Set up Enterprise Data to Display on CAD


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Enterprise DataEnterprise Data on CAD

EnterpriseData


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Custom Variables

Custom variables allow users to store custominformation about a contact that is not already stored

as part of a Contact Call Detail record (called number,disposition etc). Example: you want to track at whatpoint in the script a call is abandoned.

The Call Custom Variable report shows informationabout any custom variables set using the SetEnterprise Call Info step.


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Custom Variables

Call variables 1-10 arestored in the Contact Call

Detail table.

Use the Set Enterprise CallInfo step to set the values.

ECC variables are NOTstored in the Contact CallDetail table.


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Custom Variables

Example of how customvariable can be used to

track the path taken ina script


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Routing Options

Routes a call to an agentdirectly.

Available in Enhanced andPremium.

In the Select Resource step,select Resource as the

Routing Target Type, andspecify the agent to routethe call to.

Agent-Based Routing


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Routing Options

Script needs a wayto determine which

specific agent toroute to (e.g. DBlookup)

Agent-based

queuing is notsupported, so whatdo you do?

Agent-Based Routing


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Get Reporting Statistics Step

Used to retrieve real-time stats overall, CSQ and agent-basedstats.

Examples:

Number of logged in agents

Duration of oldest call in queue

Number of handled calls for

a CSQNumber of handled calls foran agent

Position in queue

Expected wait time


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Get Reporting Statistics Step

Formula for Expected Wait Time =

Position in queue * the CSQs average handleduration/(total number of working agents of theCSQ)

where total number of working agents of the CSQ =number of talking + reserved + work agents, andthe CSQ handle time includes reserved, talking and

wrap-up time.


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Email Steps

Used to send outgoing emails.

Only available with CCX Premium and IPIVR. Need to configure the email subsystem by providing the

address of the mail server.


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Email Steps

Email steps: Create eMail, sendeMail, Attach to eMail

Typical sequence:Get email address you want to send theemail to

Use Create eMail step to create email.Specify the subject and body and assign

the email to a Contact variable.Use Attach to eMail to attach anydocuments to the same Contact variable.

Use the Send eMail step to send the email.Specify the destination and use the sameContact variable.


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Email Steps: Example

Lets look at a sample script that emails agentswhen the number of calls in queue exceeds athreshold.


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HTTP Triggers

Script execution can be triggered from HTTP requests

Only available in CCX Premium and IPIVR To create an HTTP Trigger, provide the following:

URL (the relative url, e.g.hello)

Default Language

Maximum number of sessions

Idle timeout (how long the system waits for a session to become available)

Enabled

To invoke the HTTP trigger, invoke the url, e.g. .

www.myCCXserver.com:9080/hello


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HTTP Triggers

Sample HTTP script:Presents queue stats on

a browser. Can be usedto supplement CAD real-time stats.

Invoke script by

accessinghttp://myserver.com:9080/queueStats


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HTTP Triggers

First, gather real-timestats using the Get

Reporting Stat


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HTTP Triggers

Use Create File Doc stepto create a document

object based on a htmltemplate


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HTTP Triggers

Use Keyword TransformDoc step to replace

keywords in a predefinedtemplate with valuesobtained from localvariables


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HTTP Triggers

Use the Send HttpResponse step to send

back response


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Custom Java

Available in CCX Enhanced and Premium and IPIVR

Allows script to execute custom Java code

You can upload your own JAR file or add your own Java code in theexpression editor

You can access the expression editor anytime you see a 3-dot button


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Custom Java

Example:


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Custom Java

To make custom Javaclasses accessible to

the editor: Use AppAdmin to upload

the jar file containing thecustom classes to the

document repository. Jarfile must be uploaded todefault/classpath folder.


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Custom Java

Use AppAdmin toconfigure a custom class

path to specify the JAR file(System Custom FileConfiguration)

Restart the Cisco UnifiedCCX Editor to load thecustom jar file.


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Multiple Language Support

CCX 8.0 supports the following IVR languages:Australian English, Polish, Czech, Hungarian,

Turkish

The CCX system has a default language configured(System->Language Configuration)


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When a script needs to play a prompt, it will use thecontacts language context. e.g. You may have a

context of L[en_AU, en_GB]. The system will lookfor prompts in the following folders in the followingorder:

\en_AU

\en

\en_GB

\default


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When you create a trigger, you need to specify alanguage. This is the first language in the contacts

language context.


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You can write a script that supports multiplelanguages

You can use the Set Contact Info step to add a newlanguage to a contacts language context.


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Another Chance To Win


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Question

Which of the following is not a valid CCX release(there may be multiple)?

3.1

4.1

5.1

7.1


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What Changed in CCX 8.0


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Changes in CCX 8.0

New Time Zone data type added.

Time zone support in Day of Week and Time ofDay steps


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Changes in CCX 8.0

Limited access to local file system for reading andwriting.

Single directory will be opened for reading/writing

This directory is meant for temporary storage.

The location to the directory can be retrieved by using:

System.GetProperty(uccx.customer.dir)

Files should be stored in the Document Repository.


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Script Repository


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Script Repository

Provides scripts that can be used as reference andsome can be used out-of-the-box.

Provides commonly-used functionalities:

System State

Holiday Management

Prompt Management

Basic Menu

Advanced Menu with Enterprise Data


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Script Repository

Release 1:

Agents Logged-In Check

Auto Agent Greeting, Auto Agent Greeting Upload

Emergency, Emergency Check

Holiday, Holiday Check

ICD DemoMusician Supply, Musician Supply MOH

QueueStats

Utility CSQ-based MOH

VoiceMail, VoiceMail Queuing

WebCallback, WebCallback Queuing


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Script Repository

Release 2:

System State Management

Holiday Management

Prompt Management

Basic Menu

Advanced Menu with Enterprise Data

Extensive documents


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Script Repository

Release 3:

Database Access

HTTP Trigger with callbacks

Advance Queuing with Voicemail and Callbacks

Extensive documents


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Final Chance to Win Fabulous Prize


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Question

Which of the following is the most recent CCXrelease?

5.0(2)SR3

7.0(2)

8.0(1) 8.0(2)


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FAQ

Q


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FAQ

The Upload Prompt step does not seem to workanymore after upgrading from CCX 4.0 to CCX 7.0.

Starting in CCX 4.5, the Upload Prompt step needs a user thatis authenticated. Use the Authenticate User step toauthenticate the user.

Do I need to purchase TTS to speak numbers such asaccount number, currency, phone number?

No, the system can use the system prompts to do this. Take alook at the Create Generated Prompt for a list of generatedprompts supported: number, character, spelling, currency etc.

I modified a script but it does not seem to take effect?

You need to upload the new script to the script repository andrefresh the script on AppAdmin.

FAQ


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FAQ

How do I allow callers to press any digit while in queue to betransferred to the operator?

Use the Get Digit String and Redirect steps. Set Barge-In to True. If you

have a series of Play Prompt steps after the Get Digit String step, setBarge-In to True and Flush Input Buffer to False on all the steps.

FAQ


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FAQ

I would like to play out the customers account number but Iwant to hear three-seven-four-two instead of three thousandseven hundred and forty two?

You can use the Create Generated Prompt step and specify spelling asthe generator type, or when you create the Prompt, specify the secondparameter, Play.Full, to be false. E.g. N[3472, false]

FAQ


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FAQ

How do I route based on area-code?

Use Get Contact Info step to get ANI. Use Set step to

extract the first 3 digits. Depending on the number of areacodes, you can build logic directly in the script, or do XML ordatabase lookups for the right queue.

I would like to track how many callers selected 2 for

Spanish in my script. How do I do this?

Use the Set Enterprise Call Info step to set a value of apredefined call variable.

FAQ


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FAQ

I would like to do some processing even after thecaller drops the call. How do I do this?

Use the On Exception Goto step to catch theContactInactive exception, and add steps in your script tohandle this exception.

I do not want to mark a call as abandoned if thecaller drops within 1 min. How do I do this?

Store the start time of the call in a variable, e.g. startTime =T[now]. Use the On Exception Goto step to catch theContactInactive exception, and then use the Set Contact

Info step to mark the call as handled if the currentTime startTime < 1 min.

FAQ


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FAQ

I have 2 CSQs, CSQ1 and CSQ2. I have 2 scripts: Script1 queuesfor CSQ1 and script2 queues for CSQ2. Ag1 belongs to CSQ1 and

Ag2 belongs to CSQ1 and CSQ2. I only want to route calls fromCSQ1 to Ag2 if there are no queued calls on CSQ2, regardless ofhow long call has waited on CSQ1.

CSQ1

Script1

CSQ2

Script2

Ag1 Ag2

FAQ


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FAQ

Problem: Calls queued on CSQ1 are routed to Ag2even when there are calls queued on CSQ2,

because the system always selects the longestwaiting contact. How do I ensure that calls queuedon CSQ1 are routed to Ag2 only when there are nocalls in queue on CSQ2?

Use the Set Priority step in script2 to increase the priorityof calls that queue on CSQ2.

If traffic is light and you have available agents, you

want calls to CSQ1 to get routed to Ag1, not Ag2.Increase the competence level of Ag1 and set the resourceselection criteria of CSQ1 to Most Skilled.

FAQ


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FAQ

I use the Name To User step to search thecorporate directory but I dont want the system to

spell out the name to the caller. Do I need to investin TTS to address this?

No. You can use spoken names. This allows users toupload their spoken name wav file to the system. You can

use theGet User Info step to get the spoken name and play it backto the caller.

FAQ


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FAQ

I use the Get Reporting Stats step to get theExpected Wait Time but it returns -1.

Formula for Expected Wait Time = PIQ * AHT / NWA

PIQ = Position in queue

AHT = the CSQs average handle duration

NWA = total number of working agents of the CSQ)

If there are no working agents (no agents in Talking,Reserved and Work state), it returns -1. You need to handlethis in the script!

Summary


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Summary


Scripting FundamentalsAdvanced Scripting Techniques

Changes in CCX 8.0

Script Repository

FAQ (if time permits)

Q & A


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Documents

CCX Scripting v2