07-03-2013 10:12 AM - edited 03-14-2019 12:00 PM
Hi,
Can we use UCCX auto attendant script for dial by name.
We dont have ASR but we want to use featue like caller will type user name and uccx
will transfer that call to that user.
Can default aa.aef script do this or i need to create different script.
Regards,
Dinesh Joshi
Solved! Go to Solution.
07-03-2013 11:40 AM
Yes you can. For an example, go to File > New in your scritp editor, then under the IVR tab of templates, select the Auto_Attendant script template.
If you scroll down, you will see a menu output branch labeled: DialByName and it has all the logic to complete this task.
The magic happens with the Name to User step. It's documentation is below:
Name To User Step
Note The Name to User step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options.
The Name To User step is used in the following ways:
- To prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory.
- To automatically transfer a caller to the extension of the person being called.
Note The Name to User Step supports only the 26-character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step accept English characters only when using CMT(Cisco Media Terminated).
- To assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.
Note When any previous escalating prompt in a script enters the Name To User step, it is reset to the first prompt in its list.
Features of the Name to User Step:
- Using a CMT channel, the Name To User step receives DTMF input from a caller with the following numeric keypad mapping:
-- 2 = ABC
-- 3 = DEF
-- 4 = GHI
-- 5 = JKL
-- 6 = MNO
-- 7 = PQRS
-- 8 = TUV
-- 9 = WXYZ
- Using the information from this step, a script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script spells the caller name.
Note The Name To User step is limited to spelling back (over CMT media names with ASCII-only characters, which may be a limitation under some international conditions.
- Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname. The Name To User step produces the following output branches:
-- Successful—A successful match is made between the input from the caller and a name in the directory.
-- Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.
-- Unsuccessful—The input from the caller does not match a name in the directory.
-- Operator—The operator's extension was entered
Note The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window.
Note If the Name To User step matches the caller input with a single user defined in the Cisco Unified Communications Manager, that result is returned immediately without requiring the caller to confirm the selection.
Good luck.
Anthony Holloway
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07-08-2013 08:05 AM
Yes, you can use the Call Redirect Step to send the calls into Unity Connection and use a Directory Handler.
Outside of that, there may be a way to engineer an Ehanced friendly solution within UCCX to take DTMF and compute possible matches, but if you have CUC already, then I'd just go that route.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
07-03-2013 11:40 AM
Yes you can. For an example, go to File > New in your scritp editor, then under the IVR tab of templates, select the Auto_Attendant script template.
If you scroll down, you will see a menu output branch labeled: DialByName and it has all the logic to complete this task.
The magic happens with the Name to User step. It's documentation is below:
Name To User Step
Note The Name to User step is only available for the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options.
The Name To User step is used in the following ways:
- To prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory.
- To automatically transfer a caller to the extension of the person being called.
Note The Name to User Step supports only the 26-character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step accept English characters only when using CMT(Cisco Media Terminated).
- To assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.
Note When any previous escalating prompt in a script enters the Name To User step, it is reset to the first prompt in its list.
Features of the Name to User Step:
- Using a CMT channel, the Name To User step receives DTMF input from a caller with the following numeric keypad mapping:
-- 2 = ABC
-- 3 = DEF
-- 4 = GHI
-- 5 = JKL
-- 6 = MNO
-- 7 = PQRS
-- 8 = TUV
-- 9 = WXYZ
- Using the information from this step, a script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script spells the caller name.
Note The Name To User step is limited to spelling back (over CMT media names with ASCII-only characters, which may be a limitation under some international conditions.
- Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname. The Name To User step produces the following output branches:
-- Successful—A successful match is made between the input from the caller and a name in the directory.
-- Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.
-- Unsuccessful—The input from the caller does not match a name in the directory.
-- Operator—The operator's extension was entered
Note The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window.
Note If the Name To User step matches the caller input with a single user defined in the Cisco Unified Communications Manager, that result is returned immediately without requiring the caller to confirm the selection.
Good luck.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
07-03-2013 11:56 PM
Hi Anthony,
I have checked the same. Thanks for your help.
07-08-2013 12:32 AM
Hi Anthony,
The first line of document says that name to user steps only available UCCX Premium license.
We have UCCX Enhance license . Is there any other option to do Dial By name feature or i have to take Premium license.
Regards,
Dinesh Joshi
07-08-2013 08:05 AM
Yes, you can use the Call Redirect Step to send the calls into Unity Connection and use a Directory Handler.
Outside of that, there may be a way to engineer an Ehanced friendly solution within UCCX to take DTMF and compute possible matches, but if you have CUC already, then I'd just go that route.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.
07-08-2013 11:55 PM
Hi Anthony,
Thanks for your reply. I have auto attendant server also, so i am planing to use that for dial by name feature.
Regards,
Dinesh Joshi
07-04-2020 07:25 AM
Dear Mr Anthony,
Greetings.I would like to deploy the "dialbyname" using the uccx ivr script template. I have followed your steps but the challenge I am having is that I can't input any character. I am using cisco jabber for testing. I do not understand the Asr and cmt features.can you educate me on that,pls?
Collins
07-06-2020 06:10 AM
07-11-2020 12:55 PM
07-11-2020 02:33 PM
07-11-2020 10:50 PM - edited 07-11-2020 11:15 PM
I still do not understand. I want to dial the name 'Hutty Ian'
What button should i press?
2-- ABC
3-- DEF
4--GHI
5--JKL
6--MNO
7--PQRS
8--TUV
9--XWYZ
Update:
I think I got something working but its kind of weird.I just hope external callers will know what to do.
To dial that name "Hutty Ian"
I pressed 48889426
And the prompt said :" calling ",and the extension no will ring
Technically,how would the system no that 488889426 is 'Hutty Ian' ?
Because '4' is mapped to GHI
Could you please explain the technicality behind it?
09-11-2020 11:32 AM
I have no idea how they implemented it, but the simple explanation to do something like this is simply:
In programming, indexing the characters of a string is trivial to do. E.g., username.scharAt(1) gets the second character in javascript
09-11-2020 11:40 AM
Thanks for your response Anthony.
I kinda thought that would be the path but was hoping to avoid some work
09-11-2020 12:11 PM
09-11-2020 11:11 AM
Hi,
I've been able to get this to work flawlessly with a virtually unmodified script, which is great. And we have CUC which can also handle this. The challenge is, we have hundreds of agents and I want to give callers the ability to enter the first few characters of last name (because some names are difficult to pronounce far less spell) or play a pick list of all agents in a particular subset (ie: a particular CSQ) of about 8 agents. That algorithm seems to be in the "Get User" step which doesn't appear to have a variable to be able to point a specific directory/file/csq. Is there another way to call that key search subroutine?
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