Auto Attendant in UCCX

[warquezho0612]

Hi,

I have not yet implemented UCCX, but I just want to have an understanding of it. Does UCCX support Auto Attendant? If it does, then you also have a Unity Connection server which has Auto Attendant, then which Auto Attendant will be used or much better to used? Or can you use both? I'm just a little bit confuse because I though that only Unity Connection does have auto attendant

thanks,

[Chris Deren]

Yes, UCCX supports AA, the solution actually comes with sample AA script you can use.  For basic AA functionality you can definitely use UCON, if you need more customized AA UCCX offers a lot more flexibility as you can customize your script the way you like it.What I typically do is use UCCX for dial by extension AA functionality, and UCON for dial by name functionality, i.e. if caller presses i.e. to spell someone's name simply transfer the call to UCON directory handler. 

You also need to size your solutions appropriately to ensure you have enough VM and/or IVR ports for either solution

HTH,

Chris

[warquezho0612]

I see. Does Cisco Unity Connection does not support script customization like you can do with CUE(cue editor) or UCCX(crs editor)?

Another question:

Example I have a deployment of 2 UCCX and 1 CUC. So both of them support the functionality of AA. I can use both of them or I can only use one of them like use only the UCCX AA support (especially if CUC does not support script customization)

Follow up question:

Which if more beneficial and practical to use especially if a customer requires a customized AA and Scripting of IVR, using both the AA of CUC and UCCX or just using one AA (UCCX or CUC) and why?

Thanks very much for you help as I need to understand both the technologies before the planned implementation

Thanks,

Mark

[Chris Deren]

No, Unity Connection does not allow you to build scripts such as CUE, you contract AA functionallity vial Call and Directory handlers.

To your another question, the answer is sure.

To follow up question, it really depends on requirements,UCCX AA is a lot more flexible but at the same time more complex to develop/manage and support, so in my opinion in situations where both can do the job it is a matter of preference.

Chris

[warquezho0612]

Thanks for the helpful response!

I just want to ask, you mention that you use UCCX script for AA for dial by extension and CUC AA for dial by name, may I ask why? Is CUC dial by name much better to use and offers more features than UCCX AA?

[Chris Deren]

It's easier, plus it plays users recorded names as those are recorded by users upon voicemail enrollment.

HTH, please remember to rate useful posts!

Chris

[warquezho0612]

can't the recorded names be done on the uccx script? I remember recorded names can be played on cue script. Aside from that any advantage using the CUC call handler?

[anchoudh]

Hi,

UCCX AA.aef scrpt (system script) provides both he below functionality.

- Dial By Extension

- Dial by Name (here you need to specify the UCCX extention as the Primary extenstion in the End user page of the

  CUCM, who is an Agent in UCCX).

Callers will be provided an option interms of CED to either select any one of them. If they know the extensions they can directly dial it if not dial the initial alphabets of the last names of the Agents, if there are many last names of the same alphabets in nature again here also, UCCX will play playback names and caller has to select again by entering CED.

You can also modify this AA.aef script according to your requirement using the UCCX script editor.

Hope it helps.

Anand

Please rate helpful posts !!

[derek.andrew]

UCCX would provide the ability to program an auto attendant, but we want to be able to speak the called person's name. Unity Connection has Speech Connect:

Speech Connect for Cisco Unity Connection

Cisco Unity Connection includes a speech-enabled enhancement to the   automated attendant functionality, called Speech Connect. Speech Connect   uses voice-enabled directory handlers that allow both employees and   outside callers can say the name of an employee and instantly be   connected, without having to navigate an audio-text tree, and without   knowing the extension of the employee. For easy access for employees,   you can configure a Speech Connect speed dial on user phones.

If multiple employees have the same name or if Speech Connect does  not  have a perfect match for the name spoken by the caller, it presents   numerous name choices for the caller and can include additional   information such as the employee location or department. Speech Connect   also plays the recorded name of the employee in his or her own voice,  if  available, making it easier for the caller to choose among multiple   names.

Speech  Connection is included in user  licensing for users on the  system. However users  not on the Unity Connection system would require a one time fee guest license.