Configure and Manage the Cisco Unity Express System Auto Attendant
A caller would have to Press 2 to record a prompt.
In many cases, the operation of the default Cisco Unity Express AA application is sufficient for the customer’s needs. However, most companies would like to callers to hear the company name when the AA is reached.
The solution in this case is to create a short audio prompt, such as one that says Welcome to XYZ .com and use it as the default welcome prompt (detailed steps are provided in this document). While it is possible to use a prompt file with up to 120 seconds of audio, Cisco advises that you keep the welcome prompt short, since it is non-interruptible.
If the requirements for the AA script are more complex than the steps supplied in the default AA (dial by extension, spell out the user name while you dial, and call the operator), then a custom AA script must be created to handle all the necessary steps, prompts and input required.
Custom scripts must be created by means of the Cisco Unity Express Script Editor application (available for download here ), where you can also find several sample AA scripts with documentation that describes their function. More information to create custom scripts is supplied in the Use the Cisco Unity Express Script Editor Application to Create Custom Scripts section of this document.
If the operation of the default Cisco Unity Express AA does meet your requirements and you only need to create a customized greeting, you must follow these steps:
Record an AA greeting audio file (GMS method recommended)..
Upload the newly created greeting file to the Cisco Unity Express file system.
Note: This file upload step is only required if the greeting audio file is created on a PC or some system other than the Cisco Unity Express GMS, as described by the first method here. If the GMS is used to record the greeting audio file, it is created directly in the Cisco Unity Express file system and the upload step is not required. (Unless you need to rename the prompt recorded by the GMS. Then you would have to download it and then upload it with the new name as described here.)
Associate the new greeting file with the welcomePrompt parameter (GUI method recommended).
There are two ways to create an AA greeting and prompt files:
Create a .wav file with this format: G.711 U-law, 8 kHz, 8 bit, Mono. The file cannot be larger than one MB. After the greeting is recorded, use the GUI or Cisco Unity Express CLI ccn copy command to copy the file in to the Cisco Unity Express system. For the upload procedure, see the Use the CLI to Upload the Auto Attendant Greeting or Prompt File section of this document.
*(Recommended) Use the GMS on the telephony user interface (TUI) in order to record the greeting or prompt.
Dial the GMS telephone number and select the option to record a greeting.
When recording is finished, save the file. GMS automatically saves the file in Cisco Unity Express.
Note: In this example, Cisco Unity Express has saved the last file recorded by way of the GMS as UserPrompt_12062004163745.wav . You then can choose to download the UserPrompt_12062004163745.wav file and click on Download .
In order to rename the file, save it.
Finally, you can upload and click on Upload as shown here:
In this example, the administrator chooses to rename the file to AAWelcometoXYZ .wav:
Cisco recommends that you manage prompt files by means of the GUI, however prompts can also be managed through the use of the ccn CLI commands, as shown here:
This example first copies a file (UserPrompt_06172004102117.wav) to the TFTP server (as XYZ-corp_welcome.wav). Then, it copies that same file back as XYZ -corp_welcome.wav. Lastly, the UserPrompt_06172004102117.wav file is deleted. So effectively, the UserPrompt_06172004102117.wav file was renamed to XYZ -corp_welcome.wav. There is no rename command available, so the GUI and CLI methods are the only way to change a filename.
Issue the ccn copy url source-ip-address prompt prompt-filename command.
Note: This step is not required for files recorded by way of the GMS.
This command is equivalent to selecting the GUI options Voice Mail Prompts Upload .
Note: An error message appears if you try to upload more than the maximum number of prompts allowed on your Cisco Unity Express module.
Once the new greeting file is saved in the Cisco Unity Express file system, it is only used if it is associated with an action in the AA script. The first step in the default AA script uses a system parameter called welcomePrompt to play the greeting file. Therefore, you must associate your newly created greeting file as shown in the example here:
Select Voice Mail Auto Attendant. then click on the autoattendant to change its parameters:
Click Next. to see the option to associate the default autoattendant to the newly uploaded prompt that was recorded by way of the GMS:
You can also associate your newly created greeting file through the CLI with the parameter command, as shown in the example here:
As stated previously, if the requirements for the AA script are more complex than the steps supplied in the default AA (dial by extension, dial by spelling the user name, call the operator), then a custom AA script must be created to handle all the necessary steps, prompts and input required. The Cisco Unity Express Script Editor application is fairly intuitive for users familiar with TCL scripts. The online help documentation included in the application is thorough and is sufficient to guide engineers and technicians through the process of custom scripts creation. Several sample AA scripts and their descriptions are available for download from Cisco Unity Express 1.1.2 Software Download page. Cisco also offers Video on Demand training modules for the Cisco Unity Express Script Editor on the Partner E-learning Connection website. Visit the Partner E-learning Connection. select the Advanced Search tab and search on Scripting Basics with Cisco Unity Express .
Note: The Cisco Unity Express Script Editor application ships with an AA script file included, but this file, currently stored at C:\ProgramFiles\wfavvid\aa.aef, is incorrect and will be removed for version 2.1. Use the aa_sample1.aef file that is on the accompanying CD instead.
The AA can be made to act like the default AA in Cisco Unity Express with these steps:
Right-click the PlayPrompt (Just before this option, an annotation says Play Welcome Prompt .)
Select Properties– Prompt tab, set Barge –In = Yes .
Save the script file with a name other than aa.aef .
Upload the script file to Cisco Unity Express.
Enable the new AA script file as a custom script.
For more information on these steps, refer to the Configuring Auto Attendant Scripts section of the Cisco Unity Express CLI Administrator Guide for Cisco CallManager Express, Release 1.1.2 .