Guidance on changing current IVR script/welcome message

[willie.mitchell2]

Hi there,
My client has an active and operational IVR message that has been configured some years ago, running CUCM 11.5.1 and UCCX 10.6. The client requested a change to the message and made available the new recording in .wav format.

Guidance is required what steps to follow in uploading and activating the IVR message or any write-up that explains the changes that need to be made to implement the new voice message.

Thanks in advance.

[Jonathan Schulenberg · Accepted solution]

Save the current file as a backup, confirm the new one is encoded properly (CCX will not transcode it at upload), upload it through the admin UI, and call in to confirm it plays.

[Deepak Kumar R · Accepted solution]

Hello @willie.mitchell2 What @Jonathan Schulenberg told you is exactly correct. But just to elaborate below are steps which I wrote for one of our new starter in the recent.

1. Login to UCCX admin --> applications --> application management --> and click on the application you are referring to.

2. If the prompt you are referring to is configured as a "Paramater" in the original uccx script then you should be able to see that prompt and change it here.

a) Otherwise, you need to download the script used by this application from uccx administration --> applications --> script management --> search and download the script to your desktop.

b) You need uccx script editor on your computer to create or modify scripts. If you don't have it, then pls download the script editor software from Cisco Unified CCX Administration menu bar --> Tools  --> Plug-ins and click on the Click the Cisco Unified CCX Editor Installer for Windows hyperlink. You need windows admin rights to install this software.

c)  Then open the script using script editor, find the prompt, right click the prompt and check the "parameter" option and click on "Save" to save the script.

d) Now upload the modified script back to script management page. Click on "overwrite" and "refresh" when prompted.

3. The new prompt need to be upload to the uccx system in a wav format (u-Law, 8 kHz, 8 bit mono). Refer this post for converting the audio file https://community.cisco.com/t5/contact-center/uccx-prompts/td-p/3385224

[Roger Kallberg]

Seems unnecessary complicated to define the prompt as a parameter just to change it. I would follow what @Jonathan Schulenberg wrote and first rename the current sound file and then upload the new with the name that the current had before the name change. Keeping in mind the note about the need to first save the sound file in the proper format. If you do not know what format that is I’d recommend you to do a little search on internet for it, there are plenty of posts on the topic that describes in details how to do this. That way the script would still reference and find the sound file.

[willie.mitchell2]

Thank you for the response @Jonathan Schulenberg @Deepak Kumar R @Roger Kallberg for the inputs provided to resolve this in the swiftest manner. I will do as suggested and revert back to you once it is completed and tested.