Solved: Script with Menu where the customer speaks

sat.datos.mdtel · ‎03-14-2011

Hi,
I have a CUCM cluster 7.1.3.21006-1.
I have a Cisco UCCX Express server 7.0(1)SR05_Build504 with package: Cisco Unified CCX
Enhanced.
I have to create a script to do the following:
When the call incomes a prompt is played:
- You have called to Cisco Company. 
  If you want to talk to the Technical Department press or say 1
  if you want to talk to the Customer Care department press or say 2

My problem is the following. When the customer press 1 I know how to make the script to redirect 
the call to Technical Department and when the customer press 2 the script to redirect the call to 
Customer Care Department but I don´t Know how to make the script to redirect the call to 
Technical Department or Customer Care Department when the customer say 1 or 2 respectively.
I don´t know to create a script which works depending on the customer's voice.I don´t know If I need another server or only with the contact center express is enough.
I don´t know how to make the script acts when the customer speaks.

Can you help me, please?

Amer rajai Sha'er · ‎03-14-2011

Hello,

What anothony said is true , you need another server (ASR servers) but not only that, as i understand that you have enhanced license for the UCCX , the enhanced license are not included with the Advanced IVR Port Voice XML 2.0 Support which includes ASR and TTS .

so you need to upgrade your license to Premium license before you buy the ASR software ( i always recomend Nuance).

Check the SRNDS guide for the UCCX 7.0 page 21 (1 - 11).

Hope this helps.

Amer

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Anthony Holloway · ‎03-15-2011

Good catch, I didn't see he wrote Enhanced in his post.