UCCX script to collect dtmf digits and reproduce them for confirmation

[dgonzalez1]

Hello, I want to know if it is possible, which I guess it is, and in this case if someone knows of a script sample that collects dtmf digits (for example for a social securiry number) and then play a prompt that says something like "You have entered xxxxxxxx, if this is correct press one, otherwise press two".

I suppose you should have the prompts for every digit, but how do you make the script play each digit based on the number the user entered?

Thank you.

[Dmytro Benda · Accepted solution]

Hi @dgonzalez1 ,

It is very easy to do in the UCCX script. Split your message into 3 parts:
- "You have entered" - let's say this is a Prompt variable prompt1 
- xxxxxxxx - this will be a generated variable prompt2 
- "if this is correct press one, otherwise press two". - this is a Prompt variable prompt3

First, with Get Digit String receive customer input as String (variable securityNumber). Then add a Create Generated Prompt
step and use these properties:

Tab	Property	Value or Names	Values
General	Generator Type	spelling
	Constructor Type	(string)
	Arguments	string:	securityNumber
	Override Language
	Output Prompt	prompt2

This step will generate the variable prompt2 from system wav files based on your customer input.

Then lets combine 3 prompts together using  a Create Container Prompt step. The result will be placed to another Prompt variable - menuPrompt. The properties of the Create Container Prompt is there:

Tab	Property	Value or Option
General	Type	Concatenation
	Prompts	prompt1
		prompt2
		prompt3
	Override Language
	Output Prompt	menuPrompt

Then you can use this combined prompt (menuPrompt) in your next Menu step where you will ask 1 or 2.

Hope this explanation will help you. 

My Cisco Unified Communications Blog

[dgonzalez1]

Ok, thank you Dmytro for your clear response.

I will give it a try.

Thanks.

[dgonzalez1]

One more question, where can you specify the language for the system wav files?

Thanks.

[Dmytro Benda]

The language for the system wav files by default corresponds to your UCCX server language settings. You can see which language is installed for your UCCX in CCX Administration under System -> Language Information. If you need any other language to generate a prompt (prompt2) than a default one, you can override it in the properties of your Create Generated Prompt steps (Override Language field) by specifying the required language code there (for example to L[fr-CA] or any other desired).

My Cisco Unified Communications Blog

[dgonzalez1]

Thanks Dmytro.

Some other thing I'm trying to investigate. Is it possible to display these collected digits in the agent's finesse desktop, and/or send them to a CRM system?

And customer is also asking me, is it possible to display this collected number in a CUIC report or CDR report?

Thank you.

[Dmytro Benda]

Yes, it is definitely possible to display these collected digits on agent's desktop - use Set Enterprise Call Info step in your script and Call Variable Layouts in Finesse for that. 

As for seeing these digits in CUIC reports - I don't remember by heart if there is an opportunity in CUIC to show Finesse Call Variables in the reporting. May be someone else can advise it here, otherwise we have to read the CUIC documentation and report description. 

My Cisco Unified Communications Blog

[dgonzalez1]

Ok, thanks! In another thread I found that using the pre-existing Customer Account Number variable it is possible to store the value into the CCDR records.

I'll keep investigating that option.

Thank you.