I was able to solve this myself. The problem is that the Cisco sandbox installation for 11.6 has some bugs that need to be worked around. In CCX Editor, the steps are laid out succinctly in the reference doc. Search under "Creating a Script that Runs a VoiceXML Document".   The referenced vxml doc needs special treatment to work however. Here's mine: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <!DOCTYPE vxml SYSTEM "voicexml.dtd"> <vxml xmlns="http://www.w3.org/2001/vxml" version="2.0"> <form id="say_hello"> <block> <audio src="http://10.10.20.14/playmusic/question_text_67.wav"></audio> <goto next="#say_goodbye" /> </block> </form> <form id="say_goodbye"> <block> <prompt>goodbye</prompt> </block> </form> </vxml> I'm no vxml expert so all of this was new to me. <!DOCTYPE vxml SYSTEM "voicexml.dtd"> - has to add this line with the 'vxml' param to match my root doc name, also I had to manually create the dtd file from the w3.org spec or it couldn't validate my xml, web references to the dtd didn't work in the sandbox <vxml xmlns="http://www.w3.org/2001/vxml" version="2.0"> - must be 2.0 version <audio src="http://10.10.20.14/playmusic/question_text_67.wav"> - audio speech works great <prompt>goodbye</prompt> - the voice browser was unable to TTS any prompts; its exception was "NoTextPrompt: Error converting TTSPrompt to DOM, this prompt cannot be handled by this provider.", this is still unsolved for me and I may contact TAC about it as I need TTS ... View more

It sounds like you're wanting to create an IVR to allow callers to both hear and open tickets. You'll need to use Call Studio to create your script. Then, depending on how you connect to your ticketing system, you'll need to customize the IVR to allow the ticketing operations. Is it a database, webservice, or code library? Do you have an existing IVR? ... View more

There is no built-in way of doing this with config. You'd have to write some custom code. ... View more

The only other thing I'd suggest is to look at the ElementAPI and ComponentAPI classes for custom elements. There, you can make a call like theData.getCurrentElement() which will return the element name, which I don't think is what you're looking for. I'm pretty sure the logging happens before any custom element code could be called, but maybe there's a way to change the logged/name values of other elements, dynamically, before they get hit in the callflow. ... View more

Not sure if it helps in your situation, but the way Cisco wants you to do this is with Flags. Before a repeated element that you want to log, add a Flag element with the name/description of what's happening. They don't change the function, a Flag is only for logging. ... View more

I wouldn't trust the API with my production files either :) Are you trying to rename the files dynamically as part of a call or an agent operation? If not, then I'd recommend to backup your production files by downloading them with an sftp application (like filezilla), to get them off the server. Then either run your commands using the API, or rename the files on your dev machine and upload the altered files. ... View more