Table Of Contents
Cisco CallManager AutoAttendant
Understanding Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant Overview
Components of Cisco CallManager AutoAttendant
Installing and Upgrading Cisco CallManager AutoAttendant
Hardware and Software Requirements
Installing or Upgrading Cisco CallManager AutoAttendant
Installing Cisco CallManager AutoAttendant
Upgrading or Reinstalling Cisco CallManager AutoAttendant
Configuring Cisco CallManager AutoAttendant
Configuring Cisco CallManager
Adding CTI Route Points in Cisco CallManager
Adding CTI Ports in Cisco CallManager
Creating a Cisco CallManager User for Cisco CallManager AutoAttendant
Configuring the Cisco CRA Engine
Logging In and Configuring Directory Information
Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine
Adding a CTI Port Group
Provisioning Cisco Media Termination Subsystem
Adding a New Cisco CallManager AutoAttendant
Customizing Cisco CallManager AutoAttendant
Modifying an Instance of Cisco CallManager AutoAttendant
Configuring Prompts
Managing Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant, a simple automated attendant, allows callers to locate people in your organization without talking to a receptionist. You can customize the prompts that are played for the caller, but you cannot customize how the software interacts with the customer. Cisco CallManager AutoAttendant comes bundled with the CallManager CDs on the extended services CD. This version of Cisco CallManager AutoAttendant has a 4-CTI port limit. If you need a fully configurable automated attendant, you will need to purchase Cisco IP Interactive Voice Response (IP IVR), one of the Cisco Customer Response Applications.
This chapter describes Cisco CallManager AutoAttendant that is running on Cisco CallManager 3.3 and above and Cisco Customer Response Applications 3.0.
Note 
For documentation on earlier versions of Cisco CallManager AutoAttendant, go to the following web site: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/ip_auto/
index.htm
Use the following topics to understand, install, configure, and manage Cisco CallManager AutoAttendant:
•Understanding Cisco CallManager AutoAttendant
•Installing and Upgrading Cisco CallManager AutoAttendant
•Configuring Cisco CallManager AutoAttendant
•Managing Cisco CallManager AutoAttendant
Understanding Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant, illustrated in Figure 6-1, works with Cisco CallManager to receive calls on specific telephone extensions. The software interacts with the caller and allows the caller to search for and select the extension of the party (in your organization) that the caller is trying to reach.
Figure 6-1 Using Cisco CallManager AutoAttendant
This section provides an introduction to Cisco CallManager AutoAttendant:
•Cisco CallManager AutoAttendant Overview
•Components of Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant Overview
Cisco CallManager AutoAttendant provides the following script:
•Answers a call
•Plays a user-configurable welcome prompt
•Plays a main menu prompt that asks the caller to perform one of three actions:
–Press 0 for the operator.
–Press 1 to enter an extension number.
–Press 2 to spell by name.
•If the caller chooses to spell by name (option 2), the system compares the letters that are entered with the names that are configured to the available extensions.
–If a match exists, the system announces a transfer to the matched user and waits for up to 2 seconds for the caller to press any DTMF key to stop the transfer. If the caller does not stop the transfer, the system performs an explicit confirmation: it prompts the user for confirmation of the name and transfers the call to that user's primary extension.
–If more than one match occurs, the system prompts the caller to choose the correct extension.
–If too many matches occur, the system prompts the caller to enter more characters.
•When the caller has specified the destination, the system transfers the call.
–If the line is busy or not in service, the system informs the caller accordingly and replays the main menu prompt.
Related Topic:
Components of Cisco CallManager AutoAttendant
Components of Cisco CallManager AutoAttendant
The Cisco Customer Response Platform provides the components that are required to run Cisco CallManager AutoAttendant. The platform provides a multimedia (voice/data/Web) IP-enabled customer care application environment.
Cisco CallManager AutoAttendant uses four main components of the Cisco Customer Response Platform:
•Gateway—Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). You must purchase gateways separately.
•Cisco CallManager Server—Provides the features that are required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs voice over IP traffic to the Cisco Customer Response Application (Cisco CRA) system. You must purchase Cisco CallManager separately.
•Cisco IP Telephony Directory—Provides the repository for configuration information and Cisco CRA application scripts. The repository acts as the subdirectory that stores scripts. Cisco CallManager AutoAttendant comes with a predefined script that you cannot alter. The Cisco CallManager AutoAttendant package includes the Cisco IP Telephony Directory.
•Cisco CRA Server—Contains the Cisco CRA Engine that runs Cisco CallManager AutoAttendant. The Cisco CallManager AutoAttendant package includes the Cisco CRA Server and Engine.
You must install Cisco CallManager AutoAttendant co-resident on the same server as Cisco CallManager.
For more information about the Cisco Customer Response Platform, refer to the Cisco Customer Response Applications Administrator Guide.
Related Topic
Installing and Upgrading Cisco CallManager AutoAttendant
Installing and Upgrading Cisco CallManager AutoAttendant
Use these topics to install or upgrade Cisco CallManager AutoAttendant:
•Hardware and Software Requirements.
•Installing or Upgrading Cisco CallManager AutoAttendant.
Hardware and Software Requirements
Before you install this version of Cisco CallManager AutoAttendant, you must have a functioning voice over IP system. You must have installed and configured Cisco CallManager 3.3 or later. This software manages the telephony system.
Cisco CallManager AutoAttendant runs on the Cisco Media Convergence Server (Cisco MCS) platform or on a Cisco-certified server such as the Compaq DL320 and DL380 and the IBM-330 and IBM-340. The server must be running Microsoft Windows 2000.
You must install Cisco CallManager AutoAttendant co-resident on the same server as Cisco CallManager.
Cisco CallManager AutoAttendant has the following requirements:
•The installation of Cisco CallManager AutoAttendant requires 275MB.
•Running Cisco CallManager AutoAttendant requires 512MB for the Cisco MCS 7820 series (7820, 7822, and 7825) and 1GB for the Cisco MCS 7830 series (7830 and 7835).
Installing or Upgrading Cisco CallManager AutoAttendant
Install Cisco CallManager and Windows 2000 before you install Cisco CallManager AutoAttendant. For more information, refer to Installing Cisco CallManager and Operating System Installation Procedures for the Cisco Media Convergence Server (MCS).
You must configure proxy settings for Internet Explorer and verify that you can browse to internal and external web sites. For details on configuring your proxy settings, contact your network administrator.
Before You Begin
Ensure that you have met all pre-installation requirements that are described in Hardware and Software Requirements
These topics describe how to install Cisco CallManager AutoAttendant:
•Installing Cisco CallManager AutoAttendant
•Upgrading or Reinstalling Cisco CallManager AutoAttendant.
Installing Cisco CallManager AutoAttendant
Use this section to install Cisco CallManager AutoAttendant for the first time.
Procedure
Step 1 Start the installation program and follow the on-screen instructions.
Step 2 Configure Cisco CallManager for Cisco CallManager AutoAttendant, as explained in Configuring Cisco CallManager.
Related Topics
•Hardware and Software Requirements
•Upgrading or Reinstalling Cisco CallManager AutoAttendant
•Configuring Cisco CallManager AutoAttendant
Upgrading or Reinstalling Cisco CallManager AutoAttendant
This procedure describes how to upgrade to Cisco CallManager AutoAttendant from an earlier version of Cisco CallManager AutoAttendant or Cisco CallManager Extended Services or how to reinstall the current version of Cisco CallManager AutoAttendant.
Procedure
Step 1 On the Cisco CallManager server, choose Start > Programs > Cisco CRA Administrator > Application Administrator.
Enter your user name and password and click OK.
Step 2 Follow the on-screen instructions.
You do not need to reboot after this procedure.
Related Topics
•Hardware and Software Requirements
•Configuring Cisco CallManager AutoAttendant
Configuring Cisco CallManager AutoAttendant
These topics describe how to configure Cisco CallManager and the Cisco Customer Response Application Engine (Cisco CRA Engine) in preparation for deploying Cisco CallManager AutoAttendant.
Perform the following procedures to configure Cisco CallManager AutoAttendant:
1. Configure Cisco CallManager to create the telephone number and other telephony entities that Cisco CallManager AutoAttendant requires. See Configuring Cisco CallManager.
2. Configure the Cisco Customer Response Applications (Cisco CRA) Engine. You must install and configure Cisco CRA before you can use Cisco CallManager AutoAttendant. The Cisco CRA Engine controls the software and its connection to the telephony system. See Configuring the Cisco CRA Engine
3. Customize Cisco CallManager AutoAttendant, so its prompts are meaningful to how you are using the automated attendant. See Customizing Cisco CallManager AutoAttendant
Configuring Cisco CallManager
Before you can use Cisco CallManager AutoAttendant, you must configure Cisco CallManager:
1. Create a CTI route point. This action specifies the telephone number that people will call to use Cisco CallManager AutoAttendant. See Adding CTI Route Points in Cisco CallManager.
2. Create CTI ports for use by the CTI route point. The number of ports that you create determines the number of simultaneous callers that can use Cisco CallManager AutoAttendant. The version of Cisco CallManager AutoAttendant, that comes bundled with Cisco CallManager has a 4-port limit. See Adding CTI Ports in Cisco CallManager.
3. Create a Cisco CallManager user for Cisco CallManager AutoAttendant and associate the CTI route points and CTI ports that you created to this user. See Creating a Cisco CallManager User for Cisco CallManager AutoAttendant.
These topics assume that you know how to use Cisco CallManager. For more information about Cisco CallManager, refer to the Cisco CallManager Administration Guide and the Cisco CallManager System Guide.
Adding CTI Route Points in Cisco CallManager
Create a CTI route point in Cisco CallManager for Cisco CallManager AutoAttendant use. This route point specifies the telephone number that callers will call to use the automated attendant.
Procedure
Step 1 In Cisco CallManager, choose Device > CTI Route Point.
The Find and List CTI Route Points page displays.
Step 2 Click Add a new CTI Route Point.
The CTI Route Point Configuration page displays.
Step 3 Fill in the CTI route point properties:
•Enter a unique name, such as AutoAttendant, in the Device Name field to identify this as the Cisco CallManager AutoAttendant number.
•From the Device Pool menu, choose the appropriate device pool.
Step 4 To add the new CTI route point, click Insert .
Cisco CallManager adds the route point and asks whether you want to add a directory number for line 1. To add line 1, click OK.
Cisco CallManager opens the Directory Number configuration page.
Step 5 In the Directory Number field, enter the directory number for this CTI route point. This number specifies the number that callers will dial to reach this CTI route point (for example, 4000). You can also fill in other fields as appropriate for your telephony network.
Step 6 Click Insert.
Cisco CallManager assigns the directory number to the current device and asks you if you want to return to the current device configuration page. Click OK to return to the current device configuration page.
Create only one line for the device.
Related Topics
•Configuring Cisco CallManager
•Adding CTI Ports in Cisco CallManager
Adding CTI Ports in Cisco CallManager
Create CTI ports for use with the Cisco CallManager AutoAttendant CTI route point. The number of ports that you create determines the number of simultaneous callers that can use your automated attendant. If all ports are in use when a caller calls, the caller receives a busy signal.
Procedure
Step 1 In Cisco CallManager, choose Device > Phone.
Cisco CallManager opens the Find and List Phones page.
Step 2 Click Add a New Phone.
Cisco CallManager opens the Add a New Phone page.
Step 3 Choose CTI Port for Phone Type and click Next.
Cisco CallManager opens the Phone Configuration page.
Step 4 Configure the CTI Port and enter at minimum this information:
•Device Name—Enter something meaningful to you, for example, CTI4001.
•Device Pool—Choose an appropriate device pool.
Step 5 Click Insert.
Cisco CallManager creates the CTI port and asks whether you want to add a directory number for line 1. Click OK. Cisco CallManager opens the Directory Number Configuration page.
Step 6 In the Directory Number field, enter an unused extension number for the port, such as 4001.
Step 7 Click Insert.
Cisco CallManager assigns the directory number to the current device. Click OK to return to the device configuration page.
Repeat the procedure to create each CTI port that you require. Create only one line for each CTI port.
Related Topics
•Adding CTI Route Points in Cisco CallManager
•Creating a Cisco CallManager User for Cisco CallManager AutoAttendant
Creating a Cisco CallManager User for Cisco CallManager AutoAttendant
Create a user for Cisco CallManager AutoAttendant in Cisco CallManager. Cisco CallManager AutoAttendant uses this account to gain access to Cisco CallManager and control the CTI route points and CTI ports that you defined for its use.
Procedure
Step 1 In Cisco CallManager, choose User > Add a New User.
Cisco CallManager opens the User Configuration window.
Step 2 Complete the following required fields:
•First Name—Use a descriptive name such as "Automated."
•Last Name—Use a descriptive name such as "Attendant."
•UserID—Use a descriptive name such as "AutoAttendant."
•User Password and Confirm Password—Enter a password and enter it again for confirmation.
•PIN and Confirm PIN—Enter a PIN and enter it again for confirmation.
•Enable CTI Application Use—Check this check-box.
Step 3 To create the user, click Insert.
Cisco CallManager adds the user.
Step 4 In the left column, click Device Association.
Cisco CallManager opens the Device Association subpage of the User Information page.
Step 5 Enter search criteria to list the desired route points and CTI ports or enter nothing to list all devices and click Select Devices to list the devices.
Step 6 In the list that Cisco CallManager produces, choose these devices:
•The CTI route point that was created for the automated attendant. See Adding CTI Route Points in Cisco CallManager, for more information.
•All CTI ports that were created for Cisco CallManager AutoAttendant's use. See Adding CTI Ports in Cisco CallManager, for more information.
Make sure you click the No Primary Extension radio button.
Step 7 To save your changes, click Update Selected.
Related Topics
•Adding CTI Ports in Cisco CallManager
•Configuring the Cisco CRA Engine
Configuring the Cisco CRA Engine
After you have configured Cisco CallManager for Cisco CallManager AutoAttendant, configure the Cisco Customer Response Application (Cisco CRA) Engine to communicate with Cisco CallManager and the Cisco IP Telephony Directory. To do this, you must
1. Configure the IP Telephony Directory, so Cisco CRA can use it. You may have already completed this configuration when you installed Cisco CRA. See Logging In and Configuring Directory Information, for more information.
2. Configure the Cisco CRA Engine JTAPI subsystem to use the Cisco CallManager user that you created for Cisco CallManager AutoAttendant. See Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine, for more information.
3. Add a CTI port group in the Cisco CRA Engine's JTAPI subsystem that contains the CTI ports that you created for Cisco CallManager AutoAttendant use. See Adding a CTI Port Group, for more information.
4. Add the Cisco CallManager AutoAttendant application to the Cisco CRA Engine. See Adding a New Cisco CallManager AutoAttendant, for more information.
These topics only cover the basics of using and configuring Cisco CRA. See the online help for more detailed information.
Related Topic:
Logging In and Configuring Directory Information
Logging In and Configuring Directory Information
The Cisco IP Telephony Directory server stores two types of information that are used by the Cisco Customer Response Application (Cisco CRA) Engine. First, it stores directory information, which includes CTI port and routing configurations. Second, it contains the repository subdirectory, which stores the applications that are used with the Cisco CRA Engine.
Cisco recommends that you use one IP Telephony Directory with Cisco CallManager AutoAttendant rather than split the directory information and repository subdirectories onto separate servers.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
To establish the directory server settings on a new CRA server, perform the following steps:
Procedure
Step 1 The first time that you log in to the CRA server, enter the username Administrator and the password ciscocisco. Click Log On.
Note The login name and password are case-sensitive. Enter them exactly as shown.
Note Enter the specified username and password for first time setup process only.
The Cisco CRA Administrator Setup page displays.
Step 2 Click Setup.
The Directory Setup window displays.
Step 3 Enter the directory configuration information as described in Table 6-1.
Table 6-1 Directory Configuration Defaults
Field
|
Description
|
Default for DC Directory
|
Directory hostname
|
Hostname or IP address of the Cisco IP Telephony Directory server where the profile resides or will reside with the CRA engine profile.
|
|
Directory port number
|
Port number of the Cisco IP Telephony Directory.
|
8404
|
Directory user (DN)
|
The user name (also called the distinguished name) that is configured on the directory server for the user that has permission to modify the Cisco IP Telephony tree and object entries.
|
cn=Directory Manager, o=cisco.com.
|
Directory password
|
Password for the Directory user.
|
ciscocisco
|
Base Context
|
Branch of the Cisco IP Telephony Directory tree that contains the Cisco configuration information.
|
o=cisco.com
|
User Base
|
The branch of the Cisco IP Telephony Directory tree that contains user information.
|
ou=Users, o=cisco.com
|
Server Type
|
Type of LDAP directory, such as MS Active Directory, Netscape Directory Server 4.0, or DC Directory.
|
DC Directory
|
Configuration Profile Name
|
Profile name that identifies this CRA server configuration or repository.
|
|
Step 4 Click Next.
The second Directory Setup window displays.
Step 5 To configure the Directory setup for Netscape, Active Directory and Other, perform the following step:
From the Server Type drop-down arrow, choose the appropriate directory (for example, Netscape).
The following fields adjust to the new information:
•Directory User
•Base Context
•User Base
Step 6 Click Edit and enter a new profile or use the Profile Name drop-down arrow to choose a profile.
Step 7 To enter the new profile, click OK.
Step 8 Click Next.
The third Directory Setup window displays.
Step 9 Accept the default setting: Use the default Repository profile to create the repository profile on the same server and with the same name.
-Or
Step 10 If you want to maintain separate profiles for your configuration and repository, click the Use a different Repository profile radio button. When this option is chosen, the system prompts the user for directory information for the repository profile, which provides the windows to capture the directory information for the repository.
The Repository Configuration window appears. Complete these fields with the configuration information that is appropriate for your repository directory.
Step 11 Click OK.
The User Maintenance window displays. Use this window to assign access levels to an Administrator.
Step 12 In the User Maintenance window, choose the Group drop-down arrow and then choose Administrator.
Step 13 From the CMUsers list box, choose an available CM User and click < to move a user to the CRA Administrator/Supervisor list box.
If the steps are correctly followed, a (Administrator) label displays after the user name.
Caution To update the system, you must choose at least one Administrator.
Step 14 Click Finish to complete the process and initialize configuration and repository profiles.
The Setup window displays your configuration choices.
Step 15 Log in to the system again using the administrator username and password that you created.
Note The login name, Administrator, and the Password, ciscocisco, no longer work. Log in using the configured administrator password.
The Cisco Customer Response Applications Administration window displays.
Related Topics
•Configuring the Cisco CRA Engine
•Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine
Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine
After you complete the directory configuration, you must configure the JTAPI subsystem on the Cisco Customer Response Application Engine (Cisco CRA Engine). The Cisco CRA Engine uses the JTAPI subsystem to send and receive calls from Cisco CallManager.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
Procedure
Step 1 From the CRA Administration main menu, choose Subsystems > JTAPI.
The JTAPI Configuration window displays.
Step 2 In the JTAPI Provider(s) field, enter the IP address or DNS name of the Cisco Media Convergence Server (Cisco MCS) that is running Cisco CallManager CTI Manager. You can enter up to two CTI Managers, separated by a space. If the first CTI Manager becomes unavailable, the second one connects and maintains calls.
Step 3 In the UserID field, enter the Cisco CallManager UserID (for example, "JTAPI").
Step 4 In the Password field, enter the password that you defined for this UserID.
Step 5 To apply changes, click Update.
The following message appears:
"JTAPI Subsystem configured successfully!!"
Step 6 To close the dialog box, click OK.
Related Topics
•Logging In and Configuring Directory Information
•Adding a CTI Port Group
Adding a CTI Port Group
Identify the CTI ports that you created for Cisco CallManager AutoAttendant use on the JTAPI Configuration page in the Cisco CRA Application Administration configuration. These ports comprise a CTI port group.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
Procedure
Step 1 From the CRA Administration main window, choose Subsystems > JTAPI.
The JTAPI Configuration window displays.
Note To access the CTI Ports window, you must ensure that the CRA Engine is running.
Step 2 To apply changes and restart the engine, click Update.
Step 3 In the left column, click the CTI Port Groups hyperlink.
The JTAPI Call Control Group window displays.
Step 4 Click the Add a New JTAPI Call Control Groups hyperlink.
The second JTAPI Call Control Group Configuration window displays.
Step 5 Accept the automatic group ID or enter a group ID in the Group ID field. The Group ID corresponds to the trunk group number that is reported to the ICM when the CRA server is part of the Cisco IPCC solution.
Step 6 To automatically populate the Description field, press the Tab key.
Step 7 Click Associate CTI Ports.
The Please assign CTI Ports for this Group window displays.
Step 8 In the Directory Number column, click the check boxes that contains the directory numbers that you established in Adding CTI Ports in Cisco CallManager.
Note You must complete configuration of ports in the Cisco Call Manager first, before assigning a user port to a group.
Step 9 To add the port to the list of available CTI ports and close the window, click Update.
Step 10 Click Add.
The Call Control Group appears in the Group ID column.
Related Topics:
•Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine
•Adding a New Cisco CallManager AutoAttendant
Provisioning Cisco Media Termination Subsystem
You can choose different types of media, from a simple type of media capable of supporting prompts and DTMF (Cisco Media Termination) to a more complex and rich type of media capable of supporting speech recognition in addition to prompts and DTMFs. It is even possible to provision calls without media. Because of these capabilities, you must provision media manually. Each call requires both a CTI port and a media channel for the system to be backward compatible or to support media interactions.
Furthermore, media resources are licensed and sold as IVR ports. You can provision more channels than you are licensed for; however, at run-time, licensing will be enforced to prevent calls from being accepted by the system, as this would violate your licensing agreements.
Call Control Groups, multiple CMT Dialog Groups, and Nuance ASR Dialog groups can be provisioned to allow for the sharing of resources between different applications. In addition, specific sets of resources can be primarily used by special applications.
This can be done when configuring a JTAPI Trigger. For more information, see the Cisco Customer Response Applications Administrator Guide.
Provisioning CMT Dialog Groups
The Cisco CRA server uses the Real-Time Transport Protocol (RTP) to send and receive media packets over the IP network. To ensure that the CRA Engine can communicate with your Cisco IP Telephony system, you need to configure the RTP ports that the CRA Engine will use to send and receive RTP data.
To configure a CMT Dialog, perform the following steps:
Procedure
Step 1 Connect to the Cisco CRA Administration pages.
Step 2 From the CRA Administration main menu, choose Subsystems > Cisco Media.
The Cisco Media Termination Dialog Group Configuration window appears.
Step 3 Click the Add a New CMT Dialog Group hyperlink.
The second Cisco Media Termination Dialog Group Configuration window appears.
Step 4 Accept the automatic group ID or enter a group ID in the Group ID field.
Note This Group ID must be unique within all media group identifiers, including ASR.
Step 5 Press the Tab key to automatically populate the Description field.
Step 6 Enter a maximum amount of channels available for the group in the Maximum Number Of Channels field.
Step 7 Click Add.
The Cisco Media Termination Dialog Group Configuration window appears.
Adding a New Cisco CallManager AutoAttendant
After you have configured the JTAPI subsystem on the Cisco CRA Engine, you can use one of the sample scripts to create an application and start the Cisco CRA Engine. To add a new Cisco CallManager AutoAttendant, use this procedure.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
Procedure
Step 1 From the CRA Administration main menu, choose Applications > Configure Applications.
Cisco CRA Application Administration opens the Application Configuration page.
Step 2 Click the Add New Application link on the Application Configuration page.
The Add a New Application window displays.
Step 3 Click Next.
The Cisco Script Application window displays.
Step 4 Enter the name of the application in the Name field.
Step 5 To automatically populate the Description field, press the Tab key.
Step 6 Enter a unique ID in the ID field. The ID gets reported in Historical Reporting to identify this application.
Note The system automatically generates an ID; therefore, you can use the ID that is contained within the field or erase the value and enter a new one.
Step 7 In the Maximum Number of Sessions field, enter the maximum number of sessions that can be running this application simultaneously.
Note Depending on the Script and Default Script selection, the window may refresh and provide additional fields and drop-down menu options.
Step 8 From the Script drop-down arrow, choose the script that will be running the application. The script for Cisco CallManager AutoAttendant is aa.aef.
Step 9 From the Default Script drop-down menu, accept System Default. The default script executes when an error occurs with the configured application script.
Step 10 Click Add.
The following message displays:
"The operation has been executed successfully"
Step 11 To close the dialog box, click OK.
Related Topics
•Adding a New Cisco CallManager AutoAttendant
•Customizing Cisco CallManager AutoAttendant
Customizing Cisco CallManager AutoAttendant
Cisco CallManager AutoAttendant comes with a prerecorded welcome prompt. By default, it spells out user names; it does not attempt to pronounce names. You can customize your automated attendant by adding your own welcome prompt and recordings of your user spoken names. These topics describe how to customize Cisco CallManager AutoAttendant:
•Modifying an Instance of Cisco CallManager AutoAttendant
•Configuring Prompts
Modifying an Instance of Cisco CallManager AutoAttendant
This section describes how to modify Cisco CallManager AutoAttendant settings.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
Procedure
Step 1 From the CRA Administration main window, choose Applications > Configure Applications.
Step 2 Click on the instance of Cisco CallManager AutoAttendant that you want to configure.
Step 3 You can change these settings:
•Description—The description of the application.
•ID—The application ID. The ID gets reported in Historical Reporting to identify this application.
•Maximum Number of Sessions—The maximum number of simultaneous callers that can use this automated attendant. This number should not exceed the number of CTI Ports that were created for its use.
•Enabled—Whether the automated attendant is running.
•Script—The script that will be running the application.
•welcomePrompt—The prompt that initially plays when the automated attendant answers the phone. See Configuring the Welcome Prompt, for information about how to upload prompts.
•MaxRetry—The number of times that a caller is returned to the AA script's main menu if they encounter an error. The default is 3.
•operExtn—The extension of the phone that the operator will use.
•Default Script—The script that executes when an error occurs with the configured application script.
Step 4 To save your changes, click Update.
Related Topics
•Adding a CTI Port Group
•Configuring Prompts
Configuring Prompts
Through the Cisco CRA Application Administration's Media Configuration page, you can modify the prompts that Cisco CallManager AutoAttendant uses. You can also upload spoken names for each person in the organization, so callers receive spoken names rather than spelled-out names when the automated attendant is asking the caller to confirm which party they want.
These topics describe how to customize these features:
•Recording the Welcome Prompt
•Configuring the Welcome Prompt
•Uploading a Spoken Name
Recording the Welcome Prompt
Cisco CallManager AutoAttendant comes with a prerecorded, generic welcome prompt. You should record your own welcome prompt to customize your automated attendant for the specific role that it is to fulfill for your organization. You can use any sound recording software to record the welcome prompt if the software can save the prompt in the required file format. You can record a different welcome prompt for each instance of Cisco CallManager AutoAttendant that you create.
This topic describes how to record the welcome prompt by using Microsoft Sound Recorder. Save the prompt as a .wav file in CCITT (mu -law) 8-kHz, 8-bit, mono format. You must have a microphone and speakers on your system to use the software.
Procedure
Step 1 Start the Sound Recorder software; for example, by choosing Start > Programs > Accessories > Entertainment > Sound Recorder.
Step 2 Click the Record button and say your greeting into the microphone.
Step 3 Click the Stop button when you finish the greeting.
Step 4 To check your greeting
a. Click the Rewind button (also called "Seek to Start") or drag the slider back to the beginning of the recording.
b. Click the Play button to play the recording. Rerecord your greeting until you are satisfied.
Step 5 When you are satisfied with your greeting, save the recording:
a. Choose File > Save As.
b. To set the recording options, click Change. (You can also do this by choosing Properties from the Sound Recorder File menu). Choose these options:
•Name—Choose [untitled].
•Format—Choose CCITT u-law.
•Attributes—Choose 8.000 kHz, 8 Bit, Mono 7 kb/sec.
You can save these settings to reuse later by clicking Save As and entering a name for the format.
c. To close the Sound Selection window, click OK.
d. Browse to the directory where you want to save the file, enter a file name, and click Save. Use the .wav file extension.
Related Topics
•Configuring Prompts
•Configuring the Welcome Prompt
Configuring the Welcome Prompt
Cisco CallManager AutoAttendant can only use welcome prompts that are stored on the Cisco CRA Engine. To configure your automated attendant to use a customized welcome prompt, you must upload it to the server and configure the appropriate Cisco CallManager AutoAttendant instance.
Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.
Procedure
Step 1 From the CRA Administration main menu, choose Tools > Prompt Management.
The Prompt Management window displays.
Note Before adding a new user prompt, you need to Create a .wav file source folder. Use the Create Folder to create a source folder.
Step 2 From the Language Directory drop-down menu, choose the specific language and directory where the prompt should be uploaded.
Step 3 To add a new prompt
a. Click the Add a new prompt hyperlink.
The the Prompt File Name dialog box displays.
b. To open the Choose file dialog box, Click Browse...
c. Navigate to the source .wav file folder and double-click the .wav file that you want to upload to the Cisco CRA Engine.
d. Confirm your choice in the Destination File Name field by clicking in the field.
e. To upload the .wav file, click Upload.
The system displays a message that the upload was successful.
f. Click the Return to Prompt Management hyperlink.
The window refreshes, and the file displays in the Prompt Management window.
Step 4 To replace an existing prompt with a new .wav file
a. Click the arrow in the Upload column for the prompt that you want to modify.
The Choose file dialog box opens.
b. Enter the name of the .wav file that you want to use to replace the existing prompt.
c. When you have provided the .wav file and prompt name information, click Upload.
Related Topics
•Recording the Welcome Prompt
•Uploading a Spoken Name
Uploading a Spoken Name
By default, Cisco CallManager AutoAttendant spells out the names of parties when it asks a caller to choose between more than one matching name or to confirm that the user wants to connect to the party. You can upload spoken names to the system, so your automated attendant plays spoken names rather than spelling them out.
To upload Cisco CallManager Spoken Names in your users voices, upload the corresponding .wav files into the directory by performing the following steps:
Procedure
Step 1 Ask users to record their names in the manner described in Recording the Welcome Prompt, and to save their files as userId.wav, where userId is their user name.
Step 2 Connect to the Cisco CRA Administration pages.
Step 3 From the CRA Administration main menu, choose Tools > Spoken Name Upload.
The Spoken Name Prompt Upload window displays.
Step 4 In the User Id* field, enter a User ID.
Step 5 Enter the path that contains the Spoken Name .wav file in the Spoken Name (.wav)* field or click Browse and navigate to the directory that contains the Spoken Name .wav file.
Step 6 To upload the file, click Upload.
Related Topic
Configuring the Welcome Prompt
Managing Cisco CallManager AutoAttendant
Use Cisco CRA Application Administration to manage Cisco CallManager AutoAttendant. Use the online help to learn how to use the interface and perform these tasks. Table 6-2 describes the management tasks.
Table 6-2 Managing Cisco CallManager AutoAttendant
Task
|
Purpose
|
Commands (from the Cisco CRA Administration main page)
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Start and stop the Cisco CRA Engine
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Make sure that the engine is running for your automated attendant to work. You can stop and restart the engine to help resolve or troubleshoot problems.
|
Choose System > Engine.
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Change the Cisco CRA Engine configuration
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Modify the engine configuration to resolve problems.
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Choose System > Engine; then, click Engine Configuration. See the online help for detailed information.
|
Set up trace files
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Set up trace files to collect troubleshooting information.
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Choose System > Engine; then, click Trace Configuration. See the online help for detailed information.
|
View trace files
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View trace files to see the results of your tracing.
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Choose System > Engine; then, click Trace Files. Choose the trace file that you created.
|
Monitor performance in real time
|
You can monitor the performance of the system while it is running if you install the real-time reporting monitor.
|
Choose Tools > Real Time Reporting. See the online help for information on installing and using Real Time Reporting.
|
Related Topics
•Configuring Cisco CallManager AutoAttendant
•Troubleshooting Cisco CallManager AutoAttendant, page A-28
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