Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
C H A P T E R
11-1
Getting Started with Cisco Unified IP IVR, Release 7.0(1)
11
Managing Unified IP IVR
When you have provisioned the telephony and media resources, the Unified IP IVR system, additional
subsystems (if required) and configured the Cisco script applications, then you can manage the following
files:
subsystems (if required) and configured the Cisco script applications, then you can manage the following
files:
•
Prompt, Grammar, and Document Files
•
Central datastore, Unified CCX repository
This chapter contains the following:
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Managing Prompt, Grammar, and Document Files
Unified CCX applications might use auxiliary files that interact with callers, such as scripts,
pre-recorded prompts, grammars, and custom Java classes. Depending on each implementation, Unified
CCX applications use some or all of the following file types:
pre-recorded prompts, grammars, and custom Java classes. Depending on each implementation, Unified
CCX applications use some or all of the following file types:
•
Prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are
played back to callers in order to provide information and elicit caller response.
played back to callers in order to provide information and elicit caller response.
•
Grammars. The Unified CCX system uses specific grammars when recognizing and responding to
caller response to prompts. A grammar is a specific set of all possible spoken phrases and/or DTMF
digits to be recognized by Unified CCX applications and acted upon during run time.
caller response to prompts. A grammar is a specific set of all possible spoken phrases and/or DTMF
digits to be recognized by Unified CCX applications and acted upon during run time.
•
Documents.Documents might consist of .txt, .doc, .jsp, or .html files. Documents can also include
custom classes and Java Archive (JAR) files that allow you to customize the performance of your
Unified CCX system. Several system-level prompt, grammar, and document files are loaded during
Unified CCX installation. However, any file you create needs to be made available to the Unified
CCX engine before a Unified CCX application can use them. This is done through the Unified CCX
cluster’s repository detester, where the prompt, grammar, and document files are created, stored, and
updated.
custom classes and Java Archive (JAR) files that allow you to customize the performance of your
Unified CCX system. Several system-level prompt, grammar, and document files are loaded during
Unified CCX installation. However, any file you create needs to be made available to the Unified
CCX engine before a Unified CCX application can use them. This is done through the Unified CCX
cluster’s repository detester, where the prompt, grammar, and document files are created, stored, and
updated.
Note
The Unified CCX Server's local disk prompt, grammar, and document files are synchronized
with the central repository during Unified CCX engine startup and during run-time when the
Repository detester is modified. For more information, refer to the Cisco Unified Contact Center
Express Administration Guide.
with the central repository during Unified CCX engine startup and during run-time when the
Repository detester is modified. For more information, refer to the Cisco Unified Contact Center
Express Administration Guide.